Who is your typical customer and what questions do they typically have?
In the mortgage process, there is no typical client. Everyone is unique. Across the board, borrowers are different; their needs are different, and their wants are different. My job as a skilled originator is meet those wants and needs, providing education and insight along the way to deliver a mortgage experience that exceeds expectations.
What specific steps do you use to help your customers find the best home loan for them?
I have a three-step process to assist my clients to find the best home loan for them:
1. Hold an initial call to discuss their goals and objectives. This is where I can get all the most fundamental information that won’t show up on a traditional mortgage application. A person’s optimal loan type and structure depends on many things, some of which a client may have not even thought of. My desire is to bring all that information to the forefront.
2. The borrower completes the digital mortgage, our online mortgage application, which allows them to discretely input their personal information and it allows me to get a picture of their finances. In addition, I often ask my clients to upload documentation to support their online application. After all, who wants a preapproval letter or to offer on a home when their lender isn’t sure that they qualify.
3. After reviewing their application and the supporting documentation, I’ll have a follow-up call with the client to fill in any gaps in their application that their supporting documentation has revealed. This may be the most crucial step because it’s the moment in time when either a “mortgage horror story” starts or the correct due diligence is done to provide a smooth, straightforward mortgage process by allowing me to select one of Guaranteed Rate’s numerous loan options they’ll qualify for and meet their desired objectives.
What provides you with the most satisfaction in your job as a Loan Officer?
I get the most satisfaction when a client closes, and I know that I was able to get them great terms on a mortgage that met their needs. While it’s not required for mortgage loan originators, I’ve always strived to act a fiduciary for my clients. I want my clients to trust me enough, not only to allow me to take care of them, but to introduce me to their family, friends, and co-worker who are thinking about purchasing a home.