When many people think about loan officers, they think finance. And that makes sense. We’re here to help our clients take out the right loan. But it’s not all crunching numbers. To succeed, especially with the millennial demographic, loan officers need to have equally strong communication skills. These skills support a standout client experience and allow loan officers to build the connections that millennials want. So, which communication skills are the most important when thinking about this demographic? Let’s take a look:

Active Listening

The best way to earn millennials’ trust and provide a top-notch experience is to know how to listen. As loan officers, we have a lot of important information to share with our clients. It’s essential, however, that loan officers don’t overlook the value of listening. Active listening means we’re giving our clients our full attention, truly taking in their responses, and engaging with the details they share. This is a surefire way to strengthen your relationships with millennials clients and to learn exactly what they’re looking for so you can deliver.

Clear Breakdowns

Many millennials are first-time buyers and new to the mortgage industry. This means that they might also be new to many of the concepts around borrowing. While these concepts and terms have become common knowledge for loan officers, it’s key to remember that they’re likely not common knowledge for your clients. Having the ability to break things down clearly and without being condescending is a valuable skill. Millennials want to feel informed throughout the process, and this is one of the best ways loan officers can support that.

Patient Explanations

Sometimes the first time you explain something, your clients might still have questions. Perhaps they’ve forgotten something you’ve already told them. Maybe they’re struggling to understand the timeline of the lending process. Whatever the case, loan officers need to know how to communicate with patience. It might sound simple, but with back-to-back meetings and jam-packed days, it’s easy for loan officers to accelerate their pace. They’re working quickly, and they bring that energy to conversations with their clients. This can make millennials feel rushed. Loan officers need to be prepared to slow the pace and bring patience to each interaction to ensure that their millennials clients feel like a top priority.

Honest Writing

Another great communication skill for loan officers striving to reach millennial prospects is writing. It’s not about being an amazing writer and producing long pieces. What’s important here is finding your voice and sharing information in a way that feels honest. When loan officers commit to regular content marketing and establish a tone and style that reflect their overall brand, they can strengthen and expand their online presence to better engage with this demographic.

How valuable do you find communication skills when it comes to millennials? Which ones do you think are the most important? I’d love to hear your thoughts!