This was explained by Borja Serrats, Executive Director of Retail Lending at the financial institution, who emphasized that the bank’s strategy focuses on better customer service, improved processes, and offering products with tangible benefits.
In an interview with Real Estate Market & Lifestyle, Serrats underscored that the Mexican mortgage market is experiencing a period of moderation in the number of transactions, but with higher average loan amounts, driven by rising housing costs and the concentration of demand in higher-value segments. This context, he said, has presented an opportunity for Santander, which has managed to attract new customer profiles and strengthen its market share.
One of the pillars of this expansion is the bank’s family of mortgage products, which includes the Free Mortgage, with no origination fees or initial expenses; the Santander Plus Mortgage, which allows for lower rates through linked products; and green mortgages, focused on homes with environmental certifications or projects with greater energy efficiency. Serrats emphasized that the institution has also promoted solutions for foreigners, jumbo loans, and specific schemes for clients with mixed incomes, a niche that continues to grow.
The executive noted that another decisive factor has been the improvement in response times, the standardization of processes, and the strengthening of customer support from pre-approval to closing.
“Housing decisions require clarity, trust, and guidance. That’s why we’ve focused on simpler processes and delivering a more streamlined experience,” he commented.
Serrats also highlighted the evolution of the buyer profile: one in five loans granted by Santander is for clients under 30 years old. He pointed out that new generations are looking for more flexible products, greater digitalization, and plans that don’t penalize job changes or variable income, so the bank has adapted its offerings to meet these needs.
As part of Santander’s strategic vision, mortgage loans continue to be an essential instrument for building family wealth and for driving the country’s real estate development.
With a more robust offering, strengthened processes, and an increasingly diversified customer base, Santander aims to close the year with an even stronger position in a market where competition is focused on service, trust, and added value.
Source: realstatemarket
