We work in one of the most competitive industries in the world. There are over 25,000 licensed mortgage companies in the U.S., and 550,000 loan officers.
So with no shortage of options for our potential customers, how do you ensure they stick with you? Marketing is great, but the single most important determinant in whether a customer closes with you, gives referrals, and repeats when they're ready is the level of service you provide.
We're here to ensure every loan goes as smoothly as possible - not just for the customer, but for you and your referral partners as well. We over-invest in our capacity to ensure we never fall behind on service levels, and treat each interaction with stakeholders as an opportunity to make a lasting impression.
We recognize that this is a personal and emotional experience for everyone involved. For customers, a home hangs in the balance. For loan officers and realtors, their income depends on our effectiveness.
With so much at risk, there is little to no room for error, so our operational philosophy revolves around providing the highest level of customer service possible.
We embrace common sense underwriting with adherence to agency guidelines and limited overlays, combined with outstanding turn times for initial underwrites, and 24 hour condition review.
Many companies promise great turn times, but few can deliver... mostly because few measure as strictly as they need to.
Our underwriters are held to strict efficiency benchmarks, and the numbers show it. In 2019, our underwriters averaged 1.38 days from submitted to initial decision, and .41 days from submission to condition review, all while maintaining exceptional service levels.
Our closing goal is simple: We never want to miss an anticipated closing date.
Closers are assigned as soon as the loan is approved, working simultaneously with processing and underwriting during the loan cycle.
Closing Disclosures are issued to borrowers without the loan having a clear to close to ensure anticipated closing dates are met. This process isn't easy, but it's well worth it, with our average CD going out 8.55 days in advance of the anticipated closing date.
