If you are a successful originator, you already realize that you have to have a lot of great relationships to maintain and many balls you must keep in the air at any given time. Think about all of the people you have to keep happy: Buyers, sellers, builders, Realtors, escrow
agents, lenders and your managers.
What some originators don’t realize is that they must keep their
internal team happy as well. Your operations team is your bread and
butter. You have to keep your team happy to have happy files.
Processors, document drawers and funders are obvious, but don’t
forget about underwriters.
Having a great relationship with your underwriters can make the
difference between being a successful lender and falling flat. There is
a trust that can be built between the two of you, and that trust must
never be broken. They need to know you will give them rewards and
not extra risks, which means providing great files.
In other words, are you going to provide files that are risky and take
up a lot of time, energy and effort? Or, are you going to provide clean
files with all information included, questions answered and everything
organized clearly? The goal is to make the job of your underwriters
easier and build solid relationships that you both can depend on.
Having great relationships with your underwriters means you get
someone who’s on your team that you can depend upon — a consistent, knowledgeable and helpful partner who is in your approval corner.
It also means they can depend on you to provide clean files and give
them everything they need to make a positive decision on every file.
It takes time to find and build this type of special relationship with
your underwriters, but once you do, never let them down. Here are
some tips to get you started.
It is important to make underwriters feel included. The best way to do
this is to make sure you invite them to join your various regular business meetings. You want underwriters to be a part of your team, so get
their buy-in by letting them know about your mission and business
planning. They will learn what your objectives and direction are, and
they will become familiar with your business promises, agreements,
accommodations and relationships with your larger clients. You may
find underwriters want these relationships as much as you do and will
become engaged with your efforts to provide great service levels.
To bolster the sense of inclusiveness, make sure you invite underwriters to your monthly closing planning and your operations meetings. You also can send underwriters an e-mail with your monthly
closing report so they know what to expect each month in volume and
can plan their schedules accordingly. This shows that you honor and
respect their time.
Finally, include underwriters in any monthly campaigns or contests
that you plan for your operations staff. Again, it’s important to make
them feel like a part of the overall team working in tandem with your
processors, doc drawers and funders.
Your underwriting team is one of the most important elements to
your business and your promise of delivering great service. If you make
them feel like they are a part of your team, your team can learn from
them, interact with them more easily and ask questions. Many times,
underwriters are off-site, which makes it hard to establish a relationship. In that case, you can video-conference with them to provide that
important time for bonding and learning from each other.
“You have to keep your team happy
to have happy files.”
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