The aim of this research was to analyse and evaluate the customer service provided by mortgage brokers from different companies. The main organization selected here was Cheng Gong Credit Corporation. The literature review in the paper focused on 2 different areas inclusive of customer service and perception of customers along with mortgage broker’s roles, functions as well as responsibilities when dealing with the customers. This helped in understanding what should be involved within the process of mortgage, why it is important and the adverse consequences when mortgage process is not accomplished effectively.
Research was conducted to find out the perception of mortgage brokers by qualitative research technique. Use of primary and secondary data collection methods allowed collecting diverse information based on the topic under discussion. Reliability as well as validity of data collected was strengthened by using these methods. Small participant sample was selected with 35 participants in total from different companies out of which all were males. Response was received from all the participants through questionnaires. The discussion outlines the response of the respondents in alignment to secondary research findings. The research is of the conclusion that there is a need to train mortgage brokers to add transparency to the mortgage process for the customers by also incorporating full disclosure.
A mortgage broker is independent financing personnel for real estate who through combination of expertise professionally with direct loan product access helps the customers to obtain a suitable financial option (Amoako, 2012). Therefore, mortgage broker is independent personnel who for a specific fee help borrowers for raising their loans.