Guild's customer-for-life strategy centers on ensuring that retail loan officers maintain primary ownership of borrower relationships from origination through post-closing and servicing. If customers return to Guild, they are referred back to their original loan officer, enhancing loyalty. Compensation for loan officers may vary, with an example of 10 basis points cited as passive income. Guild emphasizes a system where a centralized team connects borrowers to local LOs, although compensation for portfolio refinances tends to be lower for LOs in some regions.
Guild's customer-for-life strategy emphasizes retaining the retail LO as the primary contact for borrowers throughout the entire relationship—from origination to loan servicing.
When customers return, Guild refers them back to the original loan officer, which creates a direct and loyal connection that enhances both customer retention and LO satisfaction.
Compensation for LOs at Guild varies, but on average one former LO received 10 basis points per closed deal, which may appear modest but acts as passive income.
Guild maintains a centralized team to connect borrowers with loan officers in their locality, ensuring an efficient response system for servicing-related inquiries.
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