Company: Clear Capital, Truckee, CA
Entry Submitted By: Atomic Public Relations
Company Description: Clear Capital serves the mortgage and lending industries, providing intelligent valuation solutions for customers making confident investment decisions. We use the most progressive technologies available and human, hands-on analytics to deliver accurate and reliable tools, including Appraisals, Broker Price Opinions, Property Inspections and Value Reconciliations
Nomination Category: Customer Service Categories
Nomination Sub Category: Customer Service Department of the Year

Nomination Title: Rebuilding the mortgage industry's trust with unsurpassed, reliable customer service

Tell the story about what this nominated organization/department achieved since January 1 2008 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Clear Capital provides intelligent valuation solutions for customers making
confident investment decisions.  It serves as a trusted partner for customers
across the mortgage and lending industries with a who’s who list of the most
prominent mortgage investors and mortgage servicers, including 75% of the
largest U.S. banks, investment firms and other financial organizations.

At the backbone of Clear Capital’s business is its customer service department
which consistently goes beyond what’s expected, working diligently to make
customers’ lives easier and giving them peace of mind. In a market where trust
and credibility have been strained, Clear Capital is committed to honesty and
integrity, to being part of the solution, not the problem.  

Clear Capital’s unique combination of customer ethics and progressive technology
has made Clear Capital the ideal choice for customers seeking high trust and
high tech – reinforcing their dedication is the fact that they’ve never had a
customer choose to discontinue their service, Additionally, in 2008, Clear
Capital invested $500,000 in technology towards the customer service department
and put forth efforts to further strengthen the foundation of Clear Capital’s
company.

Further proving its commitment to customer service is the company’s veteran
staff, of which 50% have been with the customer service department for three
years or longer. The 16 staff members field over 2,000 calls and 10,000 emails
on a monthly basis and have NEVER had a call go to voice mail or queue, as well
as no email has gone unanswered between the hours of 6:00 am to 6:00 pm PT. 

Clear Capital has always provided the highest-standard service policies that are
best for its customers: 100% completion of all orders, absolute price
guarantees, unsurpassed turnaround times and highly available account service.
The customer service department is the face of Clear Capital so every department
makes it a priority to complete any requests from customer service. Because of
its commitment, the company was able to win a larger share of business over
competitors in 2008 simply because it was able to meet customer needs that other
vendors could not. One if its largest clients increased its volume from under
2,000 reports in May to more than 15,000 in November.

Clear Capital’s customer service department’s goal is to always amaze clients,
but beyond good customer service policies lies something much more important:
customer ethics. Clear Capital is passionate about being the company people turn
to not only for qualitative valuation solutions, but for long-term business
relationships they can trust. It stakes its reputation on unsurpassed customer
relationships and the company philosophy is exemplary of its customer service,
“wherever it leads, whatever it takes.”

List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

Provide a brief (up to 100 words) biography about the leader(s) of the nominated organization/department:

Luke Frederick, vice president of operations, has been a member of the Clear
Capital team for the past six years. As the leader of the customer service
department, he oversees a staff of 16 and ensures all customer service
department employees receive appropriate training to meet Clear Capital’s
customer service core values. Luke facilitates the communication between the
customer service team and other departments to work, collectively, to support
customer needs.