Mortgage brokers in the recent years have become a famous method of customer search. The market share has increased among mortgage brokers and their utilization among customer groups suggests that there are advantages to the customer for selected a mortgage broker. Out of the total participants, 80 percent participants were of the notion that customers regard brokers to be acting in the best interest of the customers. Customers are of this expectation and they expect the broker to act as an independent advisor and work on several mortgage products to help customers select the best (Fisher, 2010).
However not all mortgage brokers have the efficiency to make the customers feel they are acting in their best interest. More than 90 percent of the total participants accepted that the main challenge lies in making the customer believe in them and in their company. Furthermore, according to Mariam (2012), in her research paper survey concluded that 90 percent of participants with refinance loans originated by broker reported to have relied more over their broker only to find best loan product for themselves (Amoako, 2012).
However as per the legal obligations of the broker, this does not match with the perceptions of the customers. While it is expected by a customer that his or her broker will act in the interest of the customer until a written contract is present on the opposite, brokers are not considered to be legally the agents of the customers. The participants from all the companies selected to operate on a level where customers feel they are their legal agents. However, this is technically and legally a wrong and bad practice.
70 percent participants were of the agreement that while training they obtained complete information regarding customer expectation and perception in the industry. However, the remaining did not receive any formal training (Bachelor, 2014). 80 percent participants were in agreement that they did not provide any information to the customers regarding their compensation structure. Mortgage sector involves several considerations and long term risks for the borrowers and therefore it is the borrowers right to complete disclosure. This is because according to Jorden (2013), when mortgage brokers provide an option of high interest rate product service to the customers then it is because they are getting maximum compensation over this.