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First National resources for July 2021

First National’s Resources & Insight Centre is your source for original perspectives on developments and industry trends, thought leadership and practical customer tools. Take a look at our content shared in July 2021 below.

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Customer video: Interest Adjustment vs. Fee vs. Penalty

Most clients are sensitive about costs, so it’s important to prepare them for every eventuality. If personal or financial situations arise that require mortgage changes, clients need to know that there are often costs involved. This video breaks down the differences between interest adjustment, fees and penalties. You can use it to supplement your conversations with clients and educate them about what they can expect if they have to make changes to their mortgages during a term.

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Scott McKenzie discusses industry developments, highlights at First National and our service promise

We’re halfway through 2021, so it’s a great time to reflect on what’s happened so far and look forward to what’s to come. Scott McKenzie, Senior Vice President, Residential Mortgages, discusses industry developments, highlights at First National, his projections for the rest of the year and why service will remain the priority focus. Read the full story here.

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Better answers to client questions

During periods of uncertainty, it’s natural for clients to have more questions than usual and for you to feel like you need to respond to everything immediately. In your rush to be responsive, it’s important to remember that giving a poor answer quickly only increases client anxiety. This video shows you a simple way to respond to clients efficiently and accurately.

Chris Graham is a communication expert and the founder of TellPeople, where he teaches storytelling and communication to professionals. He’s a speaker, consultant, investor, and comedian. Chris provides ongoing support to the team at First National, and we are delighted to share his insights with our broker community.

View our latest Mortgage Broker resources and insights here.