A few months into his role as president and chief operating officer at AAG (American Advisors Group), Ed Robinson set a company goal for 2022: Delight customers.
Two little words, one big challenge.
Robinson’s up for it, and he wants veterans to help him.
“Hiring veterans gives you a leg up on the competition,” the former Army staff sergeant says.
His fellow veterans have the qualities — discipline, rigor, selflessness — that make it possible to exceed customers’ expectations.
Paramount to Robinson is esprit de corps, the desire and ability to build comradery — whether it be with co-workers or customers.
AAG offers reverse mortgages, which allow homeowners ages 62 and older to access their home’s equity in exchange for cash. Many are familiar with “Magnum, P.I.” and “Friends” actor Tom Selleck endorsing AAG on TV, emphasizing how homeowners can remain in their homes* and use the reverse mortgage funds to repair or remodel it — or take care of other needs. AAG also specializes in all VA loans, including interest rate reduction refinance loans. AAG has carefully built its team to serve veterans (and service members). It has selected experienced professionals, some of them retired military, who are passionate about helping veterans and their families.
The financial services industry looks like numbers and money, paperwork and signatures. And it is — with customers’ nerves and concerns, hopes and dreams fueling the process.
“Every transaction is personalized,” Robinson emphasizes. “Every situation is different; there are nuances.”
AAG employees must keep customers’ emotions top of mind and patiently, wisely listen. Robinson is proud of what he describes as the “unique way” AAG representatives talk to customers:
- The first interaction between the two is one hour long.
- The AAG representative gathers information.
- No product or service is offered.
The company always embraces a no-sales concept during that introductory call — and until they uncover the customer’s true needs.
“We are not pushy,” the president says.
That initial conversation should demonstrate AAG’s first core value: Caring.
Their other two core values — driven and ethical — should also be reflected in that talk. All three AAG core values should be key elements later in the AAG customer-AAG representative relationship when the representative offers and processes loans.
Robinson, as a third-generation military man, appreciates efficiency and productivity. When he arrived at AAG in August 2021, he spent several months streamlining the company’s loan process.
“We’ve gotten the ship extraordinarily tight,” he shares.
Those who served in the military are often ideal employees because of what they learned, no matter their branch, their rank or their job.
“Businesses recruit heavily from the military because we have leadership skills,” Robinson says. “We’re decisive and are ready with quick alternatives.”
Most important to him: The military teaches you how to interact with others.
He needs those types of employees — people who communicate clearly and problem solve quickly — because he wants his customers to expect the best. In fact, Robinson advises customers to keep high standards and take the following approach when looking into mortgages:
- Ask questions.
- Lean into an AAG representative; share all your financial details and concerns so that you can be fully prepared.
- Escalate any problems.
“We do everything to avoid it, but I feel terrible if someone faces even a small issue when being helped by AAG,” Robinson stresses. “We want the chance to apply a Band-Aid, make it right and delight our customers.”
For more information on AAG VA loans, visit http://www.aag.com/va-loan-info or call (866) 948-0003. Veterans who are 62 and older may also qualify for a reverse mortgage. To learn more, visit, https://www.aag.com/reverse-mortgage/financial-tool-veterans/
*The right to remain in the home is contingent on paying property taxes and homeowner’s insurance, and complying with the loan terms. NMLS: 9392 (http://nmlsconsumeraccess.org); (866) 948-0003; http://aag.com/disclosure; 18200 Von Karman Ave. Ste 300 Irvine, CA 92612; aag.com
