*Loan,banking and credit>>>mortgage loan

What did you appriciate (that can be duplicated) OR hate (that can be avoided) within a loan/mortgage process?

We are attempting to improve our mortgage brokerage company -- and would like to make it better for the borrowers, who are our clients.

From an escrow stand point, the biggest grumble I hear from clients is that they weren't aware of this cost, or that cost. Or their fees/loan program, etc., were different than expected. I think keeping them really informed and keeping in touch with them on a weekly basis would improve their overall experience a lot. Even if there is nothing to share, people get antsy if they don't know what's going on.

Working in this industry day in and day out makes it too easy to forget they have no idea what ANY of this means so special care in explaining and hand holding is a huge plus. Even the ones who think they know what they're doing (ok, especially them! lol)

Calling them a few weeks after closing to make sure they have received their new payment information, final zero balance payoff statement AND a big brownie point I've heard is sending them a HUD at the end of the year for their taxes with the pertinent information highlighted for them (interest paid, points, etc.).

Good luck :) Source(s): 20+ years as an escrow officer :)