Gary and Jaejung Cohen hunted relentlessly for the right house with just the right features in a school district they wanted for their two young daughters. Twice they canceled contracts for houses they decided ultimately didn’t quite measure up to their expectations.
The third time was a charm, however — thanks, in part, to Shane Parker and Brittany Taylor of Wells Fargo Home Lending, who work in Des Moines, halfway across the U.S. from the couple.
Now settled into their new home in Livingston, New Jersey, the Cohens say Shane played a lead role in making it possible, with important support from Brittany.
“We had worked with Shane two years ago when we refinanced our home,” says Gary, a lawyer in metro New York. “It went so well then that we called him again this time for a pre-approval — even before we started house shopping. He made it go so smoothly.”
Once they had made an offer on a home, the Cohens say they also connected with Mortgage Processor Brittany, who helped them streamline their paperwork requirement using Wells Fargo’s yourLoanTrackerSM. The online tool allows mortgage customers to check their mortgage application’s status, file documents, and receive email or text alerts.
“There’s no question that the online tool was part of the reason this process worked so well for us,” says Jaejung, manager of corporate insurance at a large financial company. “Shane and Brittany did a great job of working with us throughout the process.”
The Cohens’ homebuying success took place during another solid year in home lending for Wells Fargo, which strengthened its position as the largest mortgage lender in the U.S. In 2015, the company helped nearly 780,000 customers finance new homes or refinance existing mortgages, while originating $213 billion in residential mortgages, says Michael DeVito, head of mortgage production for Home Lending.
He says the couple’s experience showcased some of Home Lending’s increasingly popular services, including yourLoanTracker, which is available through a website that customers can access by smartphone, tablet, desktop or laptop computer.
“Listening to feedback from customers like the Cohens is critical.”
“Our goal is to meet our customers’ needs through every available channel to help them achieve their goal of homeownership,” Michael says. “Listening to feedback from customers like the Cohens is critical as we continue to strengthen our products and enhance our customer experiences.”
Shane, a home mortgage consultant with the Premier ONE origination team, says working closely with the Cohens helped him get to know them as friends, despite being thousands of miles away.
“As phone-based mortgage consultants, we find that our role is growing every day,” he says. “We have the ability not only to help customers walk through the process, but also to put more time into building relationships with them, which is just as important.”
The Cohens say Shane showed a great understanding of their family’s needs, consistently followed up on their progress, and showed a genuine personal interest in the couple.
“We had some really great conversations, and he always sent cards on holidays and our birthdays,” Gary says. “He really went the extra mile. I can’t say enough good things about him.”
Note: A version of this story also appeared in the 2015 Wells Fargo Annual Report (PDF).