Be more attentive to your clients. Focus on preparation and customer service.
The appraisal took a long, long, time due to the workload of the appraiser which I know is not the fault of VUHL. It took a while to get the CTC and closing took 3 hours!!! There was a price adjustment at closing which caused the delay. The most difficult part of the process was not knowing if we were going to officially close on our closing date. We did not receive a CTC until 7 days before the closing/move in date.
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I would suggest to have a better way of preparing the home buyer by having appropriate number (copies) documents before any further action is taken this would help the buyer in case the documents are not easily obtained otherwise the buyer would have to do a lot of running around which was in my case.also the amount of available funds that we needed in our account before closing was not made clear which could have forced us to to withdraw from the contract or would have suspended closing other than that if extra attention to these issues I think would defiantly help make things run a bit smoother and less stress on the buyer and have an overall better experience with all that said I can say you guys were very prompt and very helpful I appreciate the help and the service you provide the military
I think there are several things that can be done to help improve the experience. First off I will say that my loan officer seemed to be a very nice person who cared about her job tremendously. I think that some of her and particularly her assistant's customer service methods were flawed. I think that each loan applicant needs to be assessed and handled differently. Some people feel comfortable with nearly all communication through electronic means (email) where others require more verbal attention (communication over the phone). I prefer the second method, which seemed to be somewhat lacking overall. When I did send emails in response to requested information, there was seldom an acknowledgement of receipt. I also felt the time to respond to specific questions through email was often longer than I was comfortable with. I felt that during the final run (month) to close, there were unnecessary stressful occurrences. I refer here to last minute requirements, last minute action items, last minute complication, and last minute information. Some of these things should have been identified earlier in the process and not left for the final two weeks leading into closing. The most egregious aspect of these stressers came from Andrea Hayes (who I personally feel needs more training prior to communicating with customers), who sent emails with said action items with caveats of "this needs to be done immediately or could result in a failure to close" - I was working under severe time restrictions that could have cost me thousands if not tens of thousands of dollars. I provided all material and information in an extremely time efficient manner (usually overnight), I furthermore sent emails to my loan officer leading into the final run to closing asking if there is anything else I need to provide. Receiving emails requesting information with "or else could lead to failure to close" with a week to close is unacceptable and should be addressed in training by VUHL.
