Kati Peramets takes you behind the scenes: what makes a great home loan experience?

For most people, taking out a home loan is one of the biggest financial decisions of their lives. It’s not just a contract or a transaction, but a step that shapes one’s sense of security, everyday life, and future plans for years to come. That’s exactly why applying for a home loan should never feel like a process where the customer is left alone or forced to communicate with the bank purely in numbers.

A truly positive home loan experience is created when the customer has a dedicated partner at the bank – someone who listens, explains, and genuinely thinks things through alongside them.

Kati Peramets, the Quality Manager of Private Financing Department at LHV, regularly stays in touch with customers she has worked with for years, in some cases nearly a decade. Many of them return to her themselves and recommend her to family members and friends. It shows that for many people, a home loan is a journey – and one where they want a familiar and trusted partner by their side.

Trust is built through communication

According to Kati, signing a loan agreement takes more than just a competitive interest rate. The decision is strongly influenced by how the customer feels during their interactions with the bank.

‘People want honesty and clarity in conversations. When complex topics are explained clearly and questions are answered in a meaningful way, customers gain a deep understanding of what they’re stepping into,’ she says.

This becomes especially important in more complex cases, whether it’s an entrepreneur, a construction project or an application that requires a tailored solution. In such situations, ready-made answers simply aren’t enough – you need focus, flexibility, and genuine engagement.

Nearly 20 years of experience in home financing has shown Kati that standard solutions don’t always do the job. That’s why a bank must know how to ask the right questions, analyse thoughtfully, and see the bigger picture. Often, it all starts with one simple question: what truly matters to this person?

The best process is clear and supportive

For Kati, a great home loan experience means clarity above all else. Customers should always know exactly where they stand in the application process and what the next steps are.

‘No one should be left guessing or waiting in uncertainty. When communication is regular and easy to understand, much of the stress simply disappears,’ she explains.

Honesty also sometimes means the answer isn’t ‘yes’. If the desired loan amount would stretch the customer beyond their means, it’s important to say so openly and work together to find a more realistic solution. Responsible lending isn’t just a rule – it’s a principle that helps ensure the decision still feels right years down the road.

‘The most important thing is that a person feels confident in their decision even after the initial excitement has faded,’ Kati says.

Why does this work matter?

For Kati, the greatest motivation comes from customer feedback. The most meaningful moments are when someone says they chose LHV because of a positive collaboration experience or recommends the same customer manager to their loved ones.

‘That’s the highest recognition you can receive as a customer service professional,’ Kati Peramets says.

Although Kati’s role today focuses more on leading people and ensuring high quality, these moments are a reminder of why people in home financing come to work every morning: to help someone move closer to their home.

The same principle applies across the home loan team. The focus here isn’t ‘me’, but ‘us’. High standards and strong results are born when employees feel supported and valued, and when they share the same principles – simplicity, clarity, and collaboration – that they apply in working with customers.

Kati believes that balance is essential in life. She finds it in running, quiet time alone, family, and memorable restaurant experiences. Those moments recharge her with the energy she brings back to work.

For Kati, the purpose of banking is simple: to stand beside someone at a moment that truly matters in their life. When the keys to a new home are finally handed over and the customer’s eyes light up, it becomes clear why this work is worth doing.

Note: at the end of 2025, Kati Peramets was named Employee of the Year at LHV in recognition of her contribution to shaping the bank’s home loan business into one of the most trusted and human-centred in Estonia.