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© 2018. DemandGen International, Inc. All Rights Reserved. 2 Key Drivers/Motivators • I want to get loans done faster so I can do more of them and make more money. • I want to adhere to defined processes and compliance guidelines so that I don't risk my job or my boss's brokerage license. • I want to keep everyone informed and out of my hair. • I want to do fewer manual tasks. Role in the Buying Committee • Primary user, heavy influencer. • Not the decisionmaker. Effective Influences • "Show and tell": seeing how the application does a better job than what she is using today. • Product demos and videos: visuals and examples. • Seeing how she can automate repetitive tasks: demos, mini-tutorials. • Testimonials from others like herself: videos, mini-profiles. • Understanding how using this product can improve her skills and make her more marketable/valuable: information on available training, testimonials, case studies. MARIA | Loan Processor The Profile Overview Loan processor Maria serves an administrative function in the mortgage brokerage. In her role, she is responsible for taking each loan through a complex process to achieve a complete, accurate loan file that is suitable for approval. Strict adherence to the established loan process is paramount. These processes are established by the broker in line with legal requirements and industry guidelines. Maria deals with a tremendous amount of paperwork: taking in forms and sending papers out for review and signing are key parts of her job. Maria's hectic workday involves heavy interaction with the loan officer, the client, and at least half a dozen different service providers including credit agencies, appraisers, and title companies. Busy loan officers and emotional clients are constantly interrupting her for updates on the status of their loans. She must cheerfully maintain close communication with each client throughout the process, which typically takes 30 days or longer. Maria is compensated per loan, so getting her loans done efficiently means more personal income. Like the majority of loan processors, Maria is a young woman aged between 25 and 35. She has a couple of years of experience in her field, and a minimal amount of advanced education (AA degree). Maria spends all day using the mortgage software: it is the key tool with which she does her daily work. Although she does not make the final decision on what software to buy, she is one of the key influencers in the buying committee. If she does not see the benefit of using a particular software tool, she will either simply go on using the old tool, or she will stand in the way of change by making life difficult for the broker and loan officers. If the tool means that she can get her job done better, her influence will heavily influence the broker to purchase. Ultimately, her vote of confidence is essential in the broker's decision to buy. Pain Points • I am constantly being interrupted. • I've got to have all the information I need at my fingertips, including scanned documents, secure email, and people's private financial data. • I have to interact with multiple vendors. • I work with loan officers that can be remote or work in different offices. • I have to adhere to very stringent compliance regulations. • My job involves many individual tasks and steps that have to be tracked. DATABASE FIELDS & VALUES Role: Loan Processor Type: Prospect Number of Offices: >2 Loans per month: >5 Number of Loan Officers: >5 Region: Segment X

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