The Cumberland is getting personal- reminding customers that face-to-face mortgage appointments are available in their Kendal branch.
For Mortgage and Protection Advisor Chloe Sorrenson, these appointments form the core of her role, and it’s how she prefers to work.
She says: “It is important to our customers to have that face-to-face option. And I think it works well – it’s something that customers do regularly.
“You get to meet the customer, and you can gauge more from them being in front of you. It’s the route I prefer, being sat with a customer as opposed to being on the phone.”
While phone appointments are still an option, The Cumberland says the availability of in-person appointments reflects a wider shift in customer preferences.
They also reflect The Cumberland’s commitment to providing a physical presence in the form of branches on high streets in their operating area.
Chloe stressed the appointments had to be made during branch opening hours – weekdays and Saturdays mornings – customers will be directed towards phone appointments.
For those who begin their mortgage process with a face-to-face meeting there’s the added advantage of being able to see the same advisor from start through to completion.
“It’s definitely one of the perks,” says Chloe, “the fact that the customer can come back throughout the process of buying their home with any queries, and talk to the same advisor they began the process with. It’s a real benefit.”
Appointments can be booked by visiting any Cumberland branch that offers them, not just Kendal, via The Cumberland’s website, or by contacting the customer care team
