These days, we all expect to interact with businesses on our own terms. Sometimes you want to fire off a quick text; other times you need to speak to a real person. This isn’t just true for ordering a pizza — it’s also true for handling important financial matters.
As a credit union, bank, or finance company, you work hard to provide a great experience for your members and customers. But what about the partners you work with? When it comes to something as sensitive as lender-placed insurance, the way your provider communicates with your borrowers is a direct reflection on you.
At State National, we take that responsibility seriously. We know that a notice about an insurance issue can be stressful, so our goal is to make the process as simple and friction-free as possible.
More Options, Less Hassle
We’ve built a robust notification system designed to meet your borrowers wherever they are. We give them clear information and, just as important, plenty of convenient ways to respond and resolve the issue.
How We Reach Out:
How They Can Respond:
The Next Level: A Truly "Channelless" Experience
Having many channels is good. Making them work together seamlessly is even better. That’s why we’ve partnered with Glia to create a truly “channelless” communication experience.
What does that mean? It means your borrowers never have to repeat their story.
We've all been there: You start with a chatbot, get transferred to a live agent, and then have to move to a phone call, explaining your situation from scratch each time. It’s frustrating.
State National's advanced processes eliminate that frustration completely. A borrower can start a conversation in chat, and if they need to elevate to a chat agent or phone call, our representative sees the entire history of the interaction instantly. The conversation just continues, smoothly and without interruption. The result is a faster, easier, and more positive resolution for your borrower.
Your Reputation Is Our Priority
Ultimately, your borrowers' experience with our team is part of your brand experience. Our investment in multichannel options and a "channelless" platform isn't about chasing technology trends; it's about providing the respectful, efficient service your borrowers expect and deserve and protecting the valuable relationship you've built with them.
Is your current provider delivering this level of service? Contact us today to learn how a better borrower communication strategy can strengthen your portfolio protection results — AND your borrower relationships.