Case Study 4

James and Rebecca wanted to refinance their residential loan.

They were unsatisfied with their existing broker and sited these reasons:

  • Low and unreliable customer service.
  • Mortgage facility not flexible and not suited to their needs.
  • A non-competitive rate compared to what other lenders were offering.

They were both referred to Checkpoint by their Financial Planner, Michael. Although Michael received no commission from Checkpoint, he knew his client would be in good hands. Michael had dealings with Checkpoint previously and believed the company was ethical and customer-centric.The referred client had high expectations.

Checkpoint was able to accommodate the client by:

  • Carefully advising the client at each stage of their refinance.
  • Accommodating them outside business hours.
  • A 'no hard-sell' approach, but instead providing information and sound recommendations.

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