Wells Fargo 2015 Annual Report Download - page 21

2015 Annual Report| 
House hunters find the
one
,
with an assist from
h a lf way across the U.S.
Gary Cohen and daughter Jyetta
Gary and Jaejung Cohen of Livingston,
New Jersey, hunted relentlessly for the
right house with just the right features
in the 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 Wells Fargo’s
Shane Parker and Brittany Taylor —
both halfway across the U.S.
in Des Moines, Iowa.
“We had worked with Shane as our
mortgage consultant six years ago
when we refinanced our home,”
said Gary, a lawyer in metro New York.
“It went so well then that we called him
again this time for a preapproval —
even before we started house shopping.
He helped it go smoothly.”
Once the Cohens had made an oer
on a home, Brittany, a loan processor,
helped them streamline their
paperwork using an online tool
Jaejung Cohen and daughter Rayel
called yourLoanTracker. The tool
lets customers check the status
of their mortgage on their computers
or mobile devices. The Cohens also
used the tool to electronically file
select documents and received
email and text alerts about
important milestones.
Jaejung, a risk manager for
an insurance company, said,
“Shane and Brittany did a great
job of working with us throughout
the process.”
Shane said, “As phone-based
mortgage consultants, we find
that our role is growing every day
as we preserve the human touch
with customers while also using
technology to shorten the distance
between us. 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.”
Learn more at wellsfargo.com/stories.