Home Loan Manager Jaanika Palu-Kripp: ‘Each loan application is unique and requires tailoring’

Jaanika Palu-Kripp, Home Loan Manager at LHV, believes that every customer is unique and that every loan application needs to look beyond the numbers. ‘It doesn’t matter if you’re an entrepreneur or a salaried worker, whether you’re looking for your first home or a second one, or whether you’re moving in with your family or your cats – every situation is different and requires a personal approach,’ she says.

A personal approach to each customer

According to Jaanika, taking out a home loan is one of the most important financial decisions in a person’s life, which is why the decision must be made consciously and thoughtfully. During the first interview, she always identifies the borrower’s wishes, income and commitments to determine their actual borrowing capacity.

People usually come to meet with an advisor with a certain degree of hesitation. ‘It seems that sometimes the bank is still seen as an imposing, intimidating place. In reality, applying for a home loan does not oblige the home seeker to do anything, but it does give them clarity and an opportunity to assess their options. My role is to reduce that fear,’ she says.

‘If the customer has not yet applied for a loan, we can make a rough calculation based on a few key indicators, such as the amount of own financing and income. It gives people a good idea about the degree of commitment they can handle,’ comments Jaanika, describing the start of the home loan process.

‘How can it be done?’ is the question that starts it all

Jaanika says that the favourite question she presents to herself is ‘How can it be done?’ It is also considered to be her ‘business question’ by LHV’s dedicated team of female home loan managers.

In Jaanika's opinion, there are no stupid questions: ‘When a person asks a loan manager a question, it means they want to understand. And it’s my job to make things clear to them, so that they feel good and know that their needs have been met.’

For Jaanika, a home loan is not just a financial service, but a partnership that helps a person move on to the next stage of their life. ‘When a client feels that they are being listened to and understood, it’s the right start on the journey to a new home,’ she explains.

Cooperation that will last for years

Although most loans are repaid before maturity, Jaanika always sees a home loan as a long-term relationship. ‘Open and two-way communication is the basis for good cooperation. I ask the client questions, and I expect them to ask me questions as well. This builds trust between us, and we can be sure that if something changes, we will find a solution together,’ says Jaanika.

Typically, customers who have taken out a home loan will contact the bank again when they are looking to move or purchase another home. Sometimes, however, they simply send a thank-you note. ‘It warms my heart when I get a letter or a call that my client was happy with our interaction,’ she says, smiling.

Jaanika has a vivid memory of a family who were not yet LHV customers, but decided to send a letter to LHV Pank about a home loan: ‘We looked at their options together and saw that there was more behind the numbers. We were able to help them buy a home. In the end, they left a handwritten house-shaped thank-you note in our office with a picture of their family’s new home. These are the moments that stay with you.’

Of course, this family is not the only one that LHV Pank has helped to get their own home. ‘As feedback, I often hear that we are the bank that helps dreams come true,’ adds Jaanika.

Peace, cats and Thailand, or Jaanika during leisure time

In her free time, Jaanika moves over to a different rhythm. Her home is located on a small island, where time seems to stand still. ‘The moment I drive my car onto the ferry is like a new beginning: everything work-related is left behind on the mainland. I enjoy the silence, the sounds of nature, and the sea air. I like to walk in the mornings on the dew-covered lawn with my wellies on,’ she comments, describing her peaceful home.

Jaanika has five Scottish Fold cats in her life, who have, slowly and naturally, become family members. Her other passion is travelling. From her very first visit, Jaanika’s heart has longed for Asia, especially Thailand. ‘I like the climate and the food in Thailand, as well as the warmth of the people. My dream would be to live half the year in Asia and the other half in Estonia. The sun is always in my heart,’ she says.