people. The panelists suggest focusing on key points that they know the client will want to better understand. “People can become document desensitized,” Sweren says. “Generally, I think that is not very helpful. It is confusing. There is just too much information there. It’s a matter of really focusing in on the needs and the objectives of the consumer and then orienting the pieces of information that matter to their objectives as well as the regulatory pieces of it. But as far as the proposal piece, talk about how it meets their objectives.” The panel discussed how one outcome of the coronavirus pandemic was that everyone was forced to use digital documents. When meeting face-to-face, loan officers might have gone through each document in an application while sitting at a kitchen table. With electronic documents, it is more important to focus on what people truly want to learn more about. It also is a way to build rapport. Loan officers who take the time to show clients how to use the digital documents and to work with the platforms will build trust, Sawan says. “If done right, and you take time and are patient with the borrower, it’s a great way to open that rapport building that you are going to need through the whole process,” he adds. Explaining key concepts in layman’s terms and guiding clients through those documents will build a sound customer experience. That advice extends to the later steps in the process, such as how the counseling works and understanding the application package, the panelists point out. The key is to communicate clearly with the clients about what the expectations are with the paperwork so they have fewer questions when the application goes to processing. That engagement includes getting everything loan officers know will be needed, such as total assets and not just assets from Social Security or pensions. When a loan is approved with just a few conditions, there shouldn’t be any real surprises, they point out. So, loan officers should routinely check in with clients, even if it is to chat about the news or the weather, so any issues can be addressed right away. From Start to Closing continued from page 29 Partnership you can trust. Dedicated to never competing with you - your success is our success. Ready to experience the difference? Visit Celink.com Deep Industry Experience 96% Borrower Satisfaction Rating Independence and Alignment with Clients Robust Specialized Technology Reverse Mortgage Is Our Core Competency © Celink. All rights reserved. NMLS #3020 - http://nmlsconsumeraccess.org. Compu-Link Corporation dba Celink (WA license# CL3020 and 603 018 607) 30 REVERSE MORTGAGE / NOVEMBER–DECEMBER 2022
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