When Heejin and I were loan officers, we were spread way too thin. We had to do everything – talk to new buyers, engage Realtors, work on marketing, manage our teams, pre-approve files, research loan guidelines, put out fires, etc.
As a result, we were never able to maintain the type of communication we would have liked to. This is the problem with the “loan officer” model in general.
For example, we couldn’t update our Realtors as often as we wanted to b/c we were always mired in so many other tasks.
This is why we built the “JVM Machine.” We knew it was the only way to provide the type of service that borrowers and Realtors want.
Almost every Realtor we speak to tells us that the most important attribute of a lender is communication. We hear this constantly: “good or bad, I just want to be kept in the loop.”
B/c of this, we make communication a major part of our training. We guarantee prompt and clear responses, and never falter.
Our guarantee of constant updates and fast responses never falters b/c we have an entire team (instead of one loan officer) fielding emails and phone calls. This is the key to JVM’s consistently superior service.
Realtors and borrowers alike love our constant communication, and we frequently get rave reviews. The below email, received yesterday from a prominent Realtor, is just more proof in the pudding.
“… This was the first time working from beginning to end with JVM. I have to say that I am very impressed with the service. As you know, in this business communication is very important. Once in contract everything is a time line. When I call a lender it’s because I have something important to say. I’m not calling to ask how’s the weather, thus I need to have a call back asap. People are relying on me for answers, and when a lender doesn’t contact me back, it leaves me hanging, which in turn does not look good to a client or another agent. I refuse to work with lenders who are not good at communication. Even if the lender has no news, at least call me back to tell me that!
With this transaction, we had several bumps in the road and the buyer was freaking out. When the buyer called JVM she told me that someone always called her back and answered her questions. This significantly helped her feel secure the loan was going to happen, and it helped her understand the process. When we got into the meat of the deal, Madeline was amazing! I feel like she must sleep JVM. When I called her in the early morning or late evening she answered and if she didn’t, she’d call me back within minutes. Because we were always in communication, I knew why and what was happening and it just made the whole deal easier.”
Jay Voorhees at (925) 855-4491
Real Estate Broker, CA Bureau of Real Estate, BRE# 01524255, NMLS# 335646