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Articles about Customer Service


Residential | June 2017 
Rate Hike Calls for Reassurance
The Federal Reserve’s recent interest-rate increases — 0.25 percentage-point increases in December 2016 and again this past March — and the high likelihood of future increases on the horizon may not s...
By Mike Kinane, head of consumer lending, TD Bank

Commercial | June 2017 
Fintech Is Bridging the Gap
The traditional commercial real estate loan underwriting process is less than efficient. The strict operating guidelines imposed on banks through regulations such as the Dodd-Frank Act and the Basel I...
By Evan Gentry, CEO and founder, Money360

Residential | May 2017 
Bring Back the Buy-Down
Prior to the mortgage meltdown, “buying down” the interest rate — or paying points to refinance — was commonplace in the industry. Over the past decade, however, there has been a shift, with bor...
By Aron Rofer, president and general counsel, Power Choice Mortgage Advisors

Residential | May 2017 
Keep Calm and Carry On
Professionalism is important in the mortgage industry. Mortgage originators are advisers on the largest investment most people make in their lives. Borrowers want to know they can trust the person gui...
By Houtan Hormozian, vice president, Crestico Inc.

Residential | April 2017 
Online Lending Is the Future
Whether you like it or not, almost everything today is about doing it faster, better, slicker. Even Olympians keep shattering records. You thought Carl Lewis was phenomenal. Enter Usain Bolt. T...
By Lionel Urban, president and CEO,

Residential | April 2017 
5 Business-Development Insights
Business development is all about building relationships. It’s about who you trust and who you want to do business with. There is a common misconception that business development is the same thing as ...
By Bill Dallas, co-founder and CEO, Cloudvirga

Residential | April 2017 
Technology Can’t Replace the Human Touch
Anyone who has kids probably has seen them experience a moment of confusion over “old technology.” In fact, there are hilarious videos online of children trying to use rotary phones, typewriters and 1...
By Chris Backe, director of financial services, Velocify

Residential | March 2017 
Answering the Tough Questions
Mortgage loan originators, or MLOs, often get asked about the state of the market. Borrowers want to know if it is a good time to buy a home or where the market is going. The toughest questions to ans...
By Houtan Hormozian, vice president, Crestico Inc.

Residential | March 2017 
The Year of Online Lending
Back before online lending caught on, borrowers had to spend an anxious and opaque 60 days or more as their loan was poked, prodded and examined for even the slightest hint of a problem before learnin...
By Trevor J. Gauthier, president and chief operating officer, Mortgage Cadence

Residential | February 2017 
Dispelling Lending Myths
Obstacles in the path to homeownership have reached mythical proportions, preventing many would-be homebuyers from even starting the journey. Loan originators are in a unique position to help cut borr...
By Danny Gardner, vice president of single-family affordable lending, Freddie Mac

Residential | January 2017 
Take Control of Your Future
President Theodore Roosevelt once said: “If you could kick the person in the pants responsible for most of your trouble, you wouldn’t sit for a month.” With that quote in mind, let’s talk abou...
By Bubba Mills, CEO and owner, Corcoran Consulting & Coaching Inc.

Residential | January 2017 
Opportunity Through Innovation
The loan-approval process is fraught with problems from the perspective of mortgage originators and borrowers. Why does it take 45 to 60 days to get a mortgage, when a car loan or credit card can be s...
By James M. Deitch, CEO and co-founder, Teraverde Management Advisors

Residential | December 2016 
Make 2017 the Year of Customer Service
As technology takes larger and larger steps into the future, we must acknowledge and accept that digital channels not only affect how we communicate with friends and colleagues but, even more importan...
By Gene F. Thompson III, president, InterLinc Mortgage Services LLC

Residential | December 2016 
Don’t Fight Over Money, Honey
With 88 percent of young millennial couples stating financial decisions are a source of tension for their relationship, and 51 percent of all couples arguing frequently or occasionally about money, ac...
By Gordon Hui, vice president of strategy, Smart Design

Residential | November 2016 
Creating a Clear Reflection
Transparency, clarity and accuracy are important aspects of mortgage lending. Likewise, they are equally essential when it comes to the online-complaint process. Imagine a cluttered, dark room with a ...
By Stephanie Ziebell, vice president and corporate counsel, Waterstone Mortgage Corp


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