Back in the day (1986) when I started as a mortgage loan processor typing those verification of employments in triplicate I remember borrowers being much kinder. Does anyone else remember that?
Remember when the first time home buyer would be so grateful for your services and help that they were just gushing about how great of a job you did and were so eager to tell everyone they knew? More times than not, these were the people who paid their bills on time and saved some money for a down payment.
Now what do we see more times than not......we see borrowers who get mad at us when they do not qualify for the home they want to buy. Never mind that the home is truly out of their price range or they do not qualify because they don't pay their bills on time. Do you get those borrowers who get irate with you when you have to ask for additional documentation to make the loan stronger?
Lately I have found my self losing respect for these kind of borrowers and wondered what to do about it. Then one day as I had a borrower giving me a really hard time about an additional credit reference it hit me......I put a smile on my face and in my voice as I was talking to him over the phone, (not the phony one that we can sometimes get) and very nicely explained to him that if he would like this loan to get to a closing table then this is the documentation needed and that all the yelling in the world would not change this fact. Then I asked him how he would like to handle this situation. It worked, he calmed down and the rest of the loan transaction went smoothly and he actually was much nicer to me.
I still don't understand why borrowers think they should just get what they want when they want it...I guess that is society, but I have found a way that I can deal with them and get the job done.
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