Wells Fargo 2009 Annual Report Download - page 14

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
An Illinois customer was on wellsfargo.com checking out a home
equity loan last fall when a little box showed on his screen. It was an
invitation to chat live with loan specialist Jamie Berthiaume in Colorado
Springs, Colorado. She’s part of a team that helps home equity customers
get answers fast so they can make smart decisions. “Customers like it. They
like that they can get a fast answer and that they’re talking to a real person,”
said Berthiaume. Customers interested in applying for a home equity loan
can then talk to her by phone to complete the application. It takes just a few
minutes. “If we see a home equity loan isn’t the right fi t, we’ll connect the
customer with other WellsFargo experts for personal loans, or mortgages
or other services. We’re a gateway into WellsFargo.”
A little box
on thescreen
The vision that works
“We’ll connect the customer with
other WellsFargo experts for
personal loans, or mortgages or
other services. We’re a gateway
into WellsFargo.”
Jamie Berthiaume
Team Member, Colorado Springs, Colorado