Underwriters everywhere should have a master cover sheet check list instead of asking for one piece of information at a time. This would really keep the borrower from having un-due stress, frustration and aggravations. The loan process for the borrow is stressful enough . If you will have your underwriters do a master cover sheet check list the borrower will give you what ever is needed to process the loan in a timely fashion.The underwriters way of asking for one piece of information at a time, makes them look unprofessional and not organized. This also causes the loan team UN-necessary dealing with the borrower and would keep the borrower from wondering what is the problem.I have underwriting experience in my work history and we always had a Master Cover sheet to hand to the loan team to be passed on to the borrower. We realize the underwrite is doing their job to make sure the borrower is credit worthy and that they are basically putting their jobs on the line with each loan they pull together.
Send an e-mail to us at least once a week, I Know it was explained to us about the time required to process our loan's, but we get stressed about it. It can Be a response used for all borrowers just let us know it's in the works.
There is nothing that needs to be changed. Everything was outstanding!
I think the issue of communication, which is always so difficult, is critical to an outstanding customer experience. At the beginning of our experience we did not feel we received complete explanations of what was happening in the process -- at the end it was outstanding communication and service. I believe this had to do with where we were on the priority list for the loan officer, which is understandable but might be worth looking at in terms of the number of loan processes they are asked to manage at any one time. Please know, we were very pleased at the culmination of the experience and would work with your company again. Also, our loan officer, Brad Cone, was an important information source for us as there were issues with the appraisal and gave us great insight to handle this final hurdle.
Speed the process up!!
You could not take an extra 32 days past the scheduled closing day
III
everything was perfect.
I do not have any recommendations to improve your services. Because the house I bought was a short sale there were varying degrees and points of frustration along the way but they were outside of the control of VUHL. Brad Cone was always helpful, professional and answered and explained many things along the way. His communication and getting back to me about questionable items was always more than timely. From the pre-approval process, through the closing day I could not be more pleased with our loan Officer (Brad Cone) and your company- thanks for helping us get our house!!!
I feel they did an outstanding job in my particular case.
It would be better if the process went faster as it seemed to take an extremely long time to complete the loan process. Lee was very helpful in letting us know up front what was needed for the process just seemed to take a great length of time to finish.
Make sure they know exactly what will be needed up front when the process starts. Have an understanding with the applicants that sometimes their answers to questions from underwriting will not always be accepted. The process takes entirely to long, and applicants and sellers are left wondering if the closing is really going to happen! There is too much "nit picking" on some of the investigation. You are made to feel sometime like you are a criminal. NOT BY THE LOAN OFFICERS, but by the UNDERWRITERS. Sometimes I wondered if the other people had done some of the things that they were questioning us about to come up with some of the silly question or the need for 3 or 4 explanations to the same question. Really, really frustrating to people that are already in a situation trying to buy a home.
As a First Time Home Buyer I was not informed of all the steps and procedures that were going to take affect. Had I known what documents and paperwork were going to be needed in advance, I could have had them ready to go sooner. At times I felt like I was being rushed to get things Faxed to in VAU. I also believe when you send and receive correspondence through PDF that someone should figure out how it can be "Edited" by the customer you are dealing with rather than printing, signing and then faxing back. If I hadn't been able to use my work fax machine, what would have been my other option? Speaking with my Loan Officer, he mentioned of a Flow chart that he follows. Would be nice if the Customer could see that also.
Great experience throughout the entire process. Only had one small obstacle to deal with and that was the realtor that we were assigned. I'm sure to a family not in a hurry to buy she would of been great. It would take her sometimes two days to return an email. Other than that I would recommend my team highly to anyone
Better communication on details to the consumer of out of pocket cost if any in a timely manner before closing the deal !
VUHL did a phenomenal job throughout my home loan process. I recommend requesting tax return transcripts early in the process to prevent closing delays since transcripts may take several business days to be provided.
Ready to see for yourself?
Experience first-hand why 368,530 homeowners give us a perfect score!
Better hours of operation
Need the ability to monitor loan progress better.
I feel that Charles Kruse did a very good job helping me the only problem I had was that phone call and messages were not always returned.
Everyone was quite helpful...even though we were quite a distance apart. Courteous. but strong in obtaining things that were needed to complete my getting a fine home for my family and I. All persons involved were just FANTASTIC ! Especially Ginny Young....GOD BLESS you all !
I think you should know the requirements of the under writers better, to prevent the constant back and forth of information gathering, which wastes a lot of time.
A few more follow ups with the closing coordinator would have been nice.
