Customer Service

Everyone claims to have great customer service. What separates those who simply claim to have great customer service from those who actually do is the level of training received by those whose job is customer service, and the amount of on-going quality control to ensure that the customer service lessons learned are properly applied. From its inception a quarter of a century ago, Ameriquest has always put customer satisfaction and customer service first. All employees that are in contact with customers receive on-going training in how to deal with customers and in how to help customers who questions or problems.

For Ameriquest customer service is their number one priority. To start with, all customer service personnel receive a minimum of 75 hours of intensive training, not only so they are thoroughly familiar with all aspects of the lending industry and are current on all laws and regulations that affect mortgages and loans, but they also receive specialized training in cultural issues, regulatory issues, systems’ training and Ameriquest’s own high customer service standards.

All employees who have a high degree of customer contact receive this training. That includes customer care associates, payment counselors and home retention specialists.

In addition to trained in-house specialists in customer service, Ameriquest also brings in outside experts in such areas as bankruptcy and foreclosure to provide additional on-site training to keep their employees on top of these fast-changing products so that they can better help answer customer questions and inform customers of the most economical ways of structuring their loans and mortgages.

All customer service personal receive a monthly scorecard so that they and Ameriquest can evaluate how well they are doing and find areas where they need improvement. Associates who receive outstanding evaluations by customers receive rewards designed to encourage outstanding service in the future.