This was my first time refinancing. Although sometimes I prefer to go to a local bank/branch, given current situation I decided that online would be a better option (it didn't hurt that NBKC Bank has a great rates). Right from the start, Derek made sure to reach out to me both via phone and an email. Moreover, his email did not look automated, like some other online lending places. He was always a call or email away to answer all my questions. He patiently ran all the possible simulations for the refinancing options that I came up with. I always knew who and when may call me with additional questions. Bottom line, I couldn't have asked for a better loan originator for my first refinance!