How long have you been in the mortgage business and what inspired you to get into it?
A career change led me to the mortgage profession in 1993 and I have remained here ever since.
Who is your typical customer and what questions do they typically have?
I have found that my customer base spans first time buyers to retiree's and everything in between. They are all unique along with the questions being asked. Being patient and making sure the customer feels comfortable asking any question is the atmosphere I try to create.
What specific steps do you use to help your customers find the best home loan for them?
The short answer is ask a lot of questions, listen, then ask some more. The best options/products will begin to surface.
How has the mortgage industry changed since you started, and what would you expect in the future?
From the consumers point of view so much can now be done on the internet. Guaranteed Rate has been a leader in this area with our Digital Mortgage making the process more efficient. For the future I expect additional streamlining in the underwriting and closing aspects of the process.
What part of the home loan process do customers find most difficult and how do you help them through it?
I think hands down the most difficult part is the request for documentation, or more specifically - additional documentation. Explaining upfront why certain documents are needed and the reason for the document helps.