Barbara Jacobsen

These young buyers were very well qualified “bank” customers and very excited to buy their first home. I offered them a very competitive rate and did my best to set expectations of the lending process. Communication prior to locking in a rate is almost daily but after application communication becomes less frequent due to the internal work that must be done behind the scenes. Both myself and a processor did our best to provide weekly updates even when there was nothing new to report. The difficult “communication” referred to in the review was a point further into the process when operations set expectations with me and I to the clients that was not delivered. Unexpected delays and long turn times had become an internal issue caused by record loan volume. My clients expressed their displeasure and I took their concerns directly to management. Management escalated their loan and they closed on time. In addition, as a courtesy for the unexpected internal delays, they received an additional closing cost credit. It is unfortunate when things like this happen but always nice to be compensated at the end of the process with additional credits.