I'm not saying that people that are personality challenged should neccesarily engage consumers in the lending arena.
When I called a lender recently, requesting a copy of our buyers good faith estimate, the response was shocking: "Get it from the buyer. I don't give those out (small talk) BYE." NO attempt to schmooze.
It seemed in better times that personality was key in the lending arena- great customer service usurped the need for solid competence, because everyone seemed to know that loans were a snap. Keeping a buyer updated, providing a degree of comfort (so that they didn't deflect with a better rate elsewhere) and providing updates to the Realtor contingent (hand raised) was a business-getter.
That this buyer was purchasing a bank owned property was the instigator of my introduction to a guy, known in the REO world as a great go to with a large bank name behind him, as a sure thing.
The buyer, after the initial meeting, was somewhat rattled- we encouraged a lender switch when his intial loan officer had the unfortunate happenstance of his company being reported in papers as engaging in a bit of recent fraud at a far-away branch, by a few undesirables. Not our guy, but his company. Better to move along, and use him next time around when he locates a better place to conduct business. Poor guy, but he'll be fine when he makes a change. When did this stuff start hitting so close to home anyway??
With respected mortgage companies? In this environment, expect the unexpected.
Our buyer went from an immediate connection with loan officer one to an experience with the second that provided, in his eyes, a cold encounter - but the buyer plugged onward while we wondered what this guy has that would make him come so highly recommended. A bit scary.
The transaction was flawless. Not a glitch; no issue other than me taking on the task of explaining points, rates, etc. to a buyer whose questions needed response- I can deal with that comfortably if it's a loan that as so many assured me, would close without a hitch, due to the capability of this guy, and his competence with bank owned issues from a lending side.
The final analysis was this, by another real estate agent that has worked with this person, doing many transactions: "THIS ISN'T A GUY THAT YOU'D WANT TO HAVE A BEER WITH, BUT HE GETS LOANS CLOSED."
It closed early- as promised, exactly when this guy told the buyer it would.
On time, no issues...I'll take it. But, what a market for those loan officers that can combine competence and personality...
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I think that the entire industry has lost the *personality gene* of late! Not their fault really; they are reacting the same as would anyone that is faced with pay cuts, or no pay at all; but are still having to lay out money for their business expenses!
Coldness, misdirected hostilities aka no return phone calls, or questions not answered just responses along the lines of "Put an offer in and we will let you know if...", calling for days just to set up appointments only to finally receive the return call but you've moved your client onto a differernt property, "Sorry I was just so busy" !? "Busy"!? In *this* market!? Must be busy working a job that actually gives them a paycheck every week cuz by the statistics it sure isn't that the number of homes on the market for sale have decreased!
Everyone in the industry is stressed, and just don't know how to find the right outlet! We really need to extend a hand and help one another through this! Ask permission to VENT before letting it all out! You would be surprised how many really good people are willing to let you!
Just remember to let them have their turn! : )