We were helping my daughter and her husband find a lender for their first home. I called 4 different lenders, all of whom told me they wanted our business. One was our long time banking institution, our local credit union. The only rep who called us back was Herb from nbkc. My daughter chose nbkc because of their affiliation with Costco. This loan process can take a long time, however i assisted my daughter due to an excruciating work schedule she had and developed an excellent repoire with Herb over the 37-38 day period of compiling documents, moving money, making sure everything was signed in the right places, and getting all the documents to Herb. (it helps if you have a fax machine)! Herb, you were pretty on top of this deal because it seemed like in the week of the deal we were in constant.
Although some things did not work out according to various scheduling issues, because the home was a newly built house just being completed, the house finally closed and all the tension, dust, and anxiety disappeared. ( It’s always like that with your first home) However the last three days of the process was more like a high speed drama with documents either not getting to where they were supposed to be and people being ready to sign and parents calling and Herb, calling the title company and documents finally getting to where they were supposed to go. We literally had to tell the title people, “yes you do have the docs when they said they didn’t!” It was quite the comedy of errors and for a first time home buyer it was quite the ride, BUT, overall Herb was in constant touch and gave us the attention to detail necessary to pull off this financing package for my daughter. He told me bluntly at one point that his major concern was making sure we got the loan for my daughter and that is exactly what he demonstrated. I enjoyed working with Herb and if we ever need another mortgage my Bet is he will call me right back whether it’s next year or in ten years!
Now I am not impressed with the under writers and quality control control people and the closers. I got the distinct impression that upper management needs to get more people to speed up the loan package review process and or streamline some of the workload or combine the closer and quality control job duties. This would eliminate the stop and go movement of the loan process, especially when the parents are faxing documents almost immediately upon request or scanning them to email. ( folks you gotta have a fax and scanner with good email if you want your side of the equation to fly at light speed.) There were two or three moments when I am sure the process could have moved forward faster but for our file sitting waiting to be reviewed.
That being said, Herb still gets the 5 star rating for going the distance and remaining calm under fire! Thanks for being attentive and helping that daughter get her first home!