The Ryland Mortgage (RMC) branch in Jacksonville opened in January 2004 as an extension of our Orlando branch.
RMC closed 221 loans with a dollar volume of $52M.
The capture rate for the year ended at 83% with 3rd Q 88% and 4th Q 92%.
The total year customer service rating was 4.2 out of 5.
In order to attain these impressive numbers, RMC – Jacksonville concentrates on seeking out new ways to improve processes, assisting the homebuilder with sales, keeping up with new programs, and remembering the customer is #1.
Since RMC is a larger company, they have more strength in seeking out new technologies and creative structures. However, the benefit of operating in a decentralized environment, Ryland Mortgage can benefit from these technologies and structures while keeping focus on the homebuyers. Each branch is run like a separate business with the majority of decisions and processes being made by the Branch Manager, Keith Merrefield. This helps because RMC offers most programs available, but since the branches are small, they can focus on the actual homebuyer, instead of just a file number. Keith and his Loan Officers personally meet with the buyer and give the proper attention to each clients’ needs and what program and terms are best for that buyer.
Keith spends a lot of time researching new loan products. Since Ryland Mortgage has over 200 programs to choose from, they are able to qualify more buyers. RMC has the conforming programs, but also, sub-prime, LIBOR, etc. This translates into more sales for Ryland Homes and increased revenues for the homebuilder.
Along with the new programs and technologies, Keith takes pride in helping buyers with their financing. Keith’s goal is to have buyers who have closed on their homes tell their friends and family about what a positive experience they had purchasing their home and obtaining financing through RMC. The service does not stop after the home has closed and money has been exchanged. Keith is available to answer questions, provide guidance in the future and is always happy to help!
Recruiting and Development of the staff is one of the most important strategies of RMC – Jacksonville. Keith seeks out Loan Officers that are knowledgeable. Just as important, he seeks Loan Officers that truly care for the buyers. Ideally, the Loan Officer – Buyer relationship is more than just that: it is a friend – friend relationship. Keith realizes that getting a mortgage is a huge step in a family’s life. If the wrong program is chosen, or if the loan is not ready on time, there could be huge consequences to that family. Keith truly enjoys helping buyers with their financing. It is easy to put someone on a conventional 30 year fixed. What is not easy is educating the buyer on all of their options and letting them make their own decision based on the facts, positives and negatives to each program.
Keith looks forward to the future growth and Ryland Mortgage’s future homebuyers. He continues to improve RMC’s processes and makes more and more families’ dreams come true.