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ALTERNATIVE LENDING RENAISSANCE What brokers need to know as more consumers opt to bypass the banks STAMPING OUT HARASSMENT MORTGAGEBROKERNEWS.CA How the mortgage industry can ISSUE 16.08 tackle a pervasive culture problem COMMERCIAL KNOW-HOW The rewards of mastering the commercial lending sector 2021 AWARD-WINNING MORTGAGE PRODUCTS Brokers choose B2B Bank mortgage products as their preferred choice for homebuyers SPECIAL REPORT 2021 MORTGAGE PRODUCTS CONTENTS PAGE CMP turned to brokers to find Feature article .............................................. 20 out which Canadian mortgage Methodology ................................................ 21 products are best in class 5-Star Award winners .................................. 24 Profiles .......................................................... 26 www.mpamag.com/ca 19 CMP 5-Star Mortgage Products_SUBBED.indd 19 10/08/2021 4:24:25 am SPECIALBUSINESS REPORT STRATEGY 5-STAR AWARDS: MORTGAGE PRODUCTS THE COMPLETE PACKAGE FOR LENDERS and brokers alike, there are few more critical aspects of the industry “When brokers think beyond the than the mortgage products themselves. mortgage and find low-cost flexibility They’re a defining factor in how mort- gage professionals successfully present for all the client’s debt, they are themselves to borrowers, and as mortgage seekers ponder their financing options, reducing financial stress and a range of considerations come into play, including quality of customer service, turn- building long-term client loyalty, around time and variety. In an effort to identify the lenders whose as well as referrals” products best match the needs of brokers Mario Cloutier, Manulife Bank and their customers, CMP conducted a wide-ranging survey, asking brokers for their WHAT’S MOST IMPORTANT TO BROKERS AND THEIR CLIENTS opinions on some of the lenders and prod- WHEN CHOOSING A MORTGAGE PRODUCT? ucts they had used over the course of the previous year. To learn more about the key Processing and approval speed considerations for brokers and borrowers 80% when evaluating mortgage products, CMP also asked brokers to rank their priorities Customer service when seeking out a product for their clients. So far in 2021, the mortgage market has 73% largely maintained the same frenetic pace that it set in 2020, with frenzied bidding Rates wars the norm in many markets and house 42% prices rising in Canada’s hottest areas at a seemingly unstoppable rate. Even as things began to moderate in June, statistics from Fees the Canadian Real Estate Association 31% showed that actual housing market activity was up 13.6% year-over-year in that month, Online banking capabilities while the national average sale price posted 27% a 25.9% year-over-year increase. It’s hardly surprising, then, that turn- around time came in at the top of brokers’ 20 www.mpamag.com/ca CMP 5-Star Mortgage Products_SUBBED.indd 20 10/08/2021 3:53:11 am list of priorities when selecting the best a desire to be debt-free as soon as possible, product for their clients. The ability to or a client may want to always be able to METHODOLOGY swiftly process and close deals has served access their home equity tax-free to pursue as an indispensable asset for lenders in the other opportunities. To determine Canada’s best mortgage current madcap mortgage market. When “Brokers can have a huge impact on products, CMP conducted an online asked to rank their most important consider- their recommendation when all factors are survey, asking brokers about their preferences and priorities when ation when choosing a lender, brokers named considered. It’s not always the interest rate – recommending a mortgage to processing and approval speed as a clear first it’s the interest you pay.” their clients. The survey was open choice, followed by customer service; rates When asked to elaborate on the most to brokers across Canada, who came in a distant third. important thing they look for when selecting were asked to provide product Eighty per cent of brokers said processing a mortgage for their clients, some brokers recommendations in a range of and approval speed was very important mentioned interest rates, although one of different areas, including fixed- and when choosing a lender, compared to 73% the most common factors was flexibility in variable-rate products, commercial and refinancing. for customer service and just 42% for the conditions offered. For each lender they nominated, rates. Thirty-one per cent of brokers said MacKillop notes that flexibility and brokers were asked to rate the fees were a very important consideration, “providing a variety of product types to meet offerings they provided on a scale of while 27% said online banking capabilities specific clients’ needs consistently” are key 1 (poor) to 5 (excellent). They also were critical. considerations for mortgage brokers, and identified the most important factors any lender that offers a range of different they and their clients consider when It’s not just about rates options has the potential to keep brokers choosing a mortgage product, as well as their most significant area of It would be a mistake, then, to assume that coming back for more. growth this year. the lowest rate automatically represents the “From insured to conventional and Products and companies that best option for clients. Andrew MacKillop, alt-A with reliable funding and an evolving received a score of at least 4.00 in vice-president of business development at product suite, a lender that can be a each category were named 5-Star B2B Bank, notes that it’s essential to recog- one-stop shop for brokers and their clients Award winners. nize the factors most relevant to clients’ can be very beneficial,” he says. needs, and avoid a one-size-fits-all approach. Cloutier said flexibility was “one of the “While interest rates are a very important most important factors” in reducing finan- 300+ consideration in financing a home, there cial stress, particularly in unexpected Total nominations are several other things that top brokers cases like a client losing their job, a family received from brokers consider based on their individual clients’ member getting sick, or where there might needs,” he says. “These include choosing be significant financial loss. a fixed or variable mortgage, lender fees, “When brokers think beyond the mort- features and benefits of a product, such as gage and find low-cost flexibility for all the 1% prepayment flexibility and portability, and client’s debt, they are reducing financial Brokers who said rates the ability to get the deal done, especially stress and building long-term client loyalty are not important if there are unique client circumstances as well as referrals. The lender should have when choosing a mortgage product to consider.” both flexibility and a variety of products to Mario Cloutier, head of broker sales serve both the broker and the clients.” at Manulife Bank, adds that while many Canadians are swayed by the fact that lower A trusted lending source 22% rates mean lower payments, brokers can Survey respondents also emphasized that Brokers who said provide greater value to their clients by confidence in the lender is a significant online banking options are not important finding out what’s truly important to them priority for their clients, along with low when choosing a in a mortgage. penalties, transparency regarding fees and mortgage product “With the rising cost of homes, it may penalty calculations, and strong service. be payment flexibility,” he says. “It could be Cloutier says the client experience should www.mpamag.com/ca 21 CMP 5-Star Mortgage Products_SUBBED.indd 21 10/08/2021 3:53:16 am SPECIALBUSINESS REPORT STRATEGY 5-STAR AWARDS: MORTGAGE PRODUCTS BROKERS’ TOP AREAS OF GROWTH “[Brokers] tell us loudly and clearly that good service Alternative Refinancing lending is table stakes for a lender to be part of their consideration set. Speed, ease and reliability are High-net-worth Remote lending programs often mentioned as key elements of broker choice” Andrew MacKillop, B2B Bank Insured Rental switches properties be “a fundamental part” of a mortgage brok- er’s decision to recommend a product and lender, going beyond the service provided during the underwriting stage. “When brokers are able to provide multiple options with a full suite of products with the same lender, it’s a great starting point for a valued experience,” he says. “As Multi-residential fintechs and online mortgage providers Semi-retirees insured become more prevalent in Canada, the mortgages customer service the broker can provide through a quality, brand-named lender becomes increasingly important.” MacKillop adds that the focus on service is telling. “[Brokers] tell us loudly and clearly that good service is table stakes for a lender to be part of their consideration set,” he says. “Speed, ease and reliability are 22 www.mpamag.com/ca CMP 5-Star Mortgage Products_SUBBED.indd 22 10/08/2021 3:53:23 am often mentioned as key elements of broker strong growth area for many brokers, while mortgage solutions to fit their clients’ choice. Having the right product that aligns insured switches, refinancing, high-net- individual needs. with the client’s situation must be part of worth programs and rental properties all “The great thing about mortgage brokers the solution.” featured heavily as well. is that they are experts in their field and Other significant areas of growth understand clients’ needs, expectations and Areas of growth included the multi-residential insured goals,”

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