Everyone in Operations understands that part of their job is customer service and the expectation is that we treat fellow Team Players with respect, smile over the phone, provide quick turn times for questions, escalations and execute on our normal process flows.
Although our interaction with the borrower is limited it is important how we treat our fellow Team Members so the loan process happens in an efficient and smooth manner for all involved.
Disclosure/Re-disclose/Adverse loans accurately and in an expeditious manner for all our customers
Process loans with a focus on turn times, limited conditions while providing a consistent flow of communication
Close loans with a focus on accuracy, timeliness while providing a consistent flow of communication
Post-Closing and Final Docs - Ensure stability of all closed loans while working with investors, banks, internal and external parties
Management Team - Our team continually looks for ways to improve our process flows, increase production, reduce defects, foster a positive work environment and provide outstanding customer service to all our customers.
The UW Hotline so team members have a simple way to obtain answers on specific guidelines.
We have a Scenario and Product desk to help structure more complicated loans.
We recently added a “Rush” queue in Encompass so we can prioritize loans that need an immediate answer or a quicker close.
Our goal is to be consistent, collaborative and reliable. Everyone is accessible and we welcome the questions and feedback that come with this role. Although we may sometimes have to deliver a “no”, we will escalate, consider options, call investors or research alternative products before that “no” becomes final. Our team is dedicated to providing the highest level of service to all of our customers.