-
How to deal with a Mortgage Borrower Complaint
How do you deal with a pissed off homebuyer? Is there a way to deal with a disgruntled borrower? How To Deal With Potential Mortgage Borrower Complaints Case Scenario?
-
1 Reply
-
How To Handle An Angry Homebuyer or an Unsatisfied Borrower: If you run into hostile homebuyers, you must be sociable, have good interpersonal skills, and work fast to find solutions affordably. Dealing with them goes like this:
Stay Calm and Hear Them Out
- Active Listening: Let the angry borrower speak without cutting them off when they want to do that.
- Tell the clients you can hear them.
- Emotional support: Tell them that you know how they feel about that.
Identify the Issue
- Find Out Why: Specify the chief cause of their dissatisfaction.
- Interview them to clarify what the problem is rather than make assumptions.
- Document Everything: Write down the comments and answers they give.
Make Recommendations:
- Talk through the Problem-solving Strategies.
- Discuss what measures can be taken or what other options are on offer to help alleviate their concerns.
- State what can be done and what cannot be done.
Provide Progress Reports:
- When the borrower raises a concern you need to address, the responsible office is still resolving it.
- Make available to the borrower what you will do to resolve the concern and when the issue will be sorted out.
How the Follow Up Strategy Will Look Like is Worth Noting:
- Prompt Updates: The borrower should be kept informed to the right extent.
- More crucially, the feedback on the resolution of their issue should be approached by them.
- Besides having no further information, one ensures they are looking for good in their place.
Resolution Assurances: Upon the closure of the issue, the affected borrower should also be assured that the given problem is rectified.
Case Scenario Example
Example of Situation: A borrower complained that a concerned person changed their issue by changing their credit scores. This cumulatively caused their loan mortgage interest rates to keep escalating monthly after the clients had been pre-approved.
Reaction: The customer-borrower is, therefore, very sorry for this vise. He goes on to tell what affects the scores and rates and also tries to look for other options, like going through the borrower’s credit files once more and looking for other products or trying a temporary rate buy-down negotiation.
Prevent Future Complaints
- Proactive Communication: It is essential to prevent customer complaints.
- These pieces of information are repeated to the borrower.
- It explains the stage of the process and whether there will be any problems in the future.
- Ensure there are understood time limits.
- It should be clear that the officers set time limits and discuss the ambiguity of the dates, cost estimates, and the issue.
By following the proposed steps, you may resolve the adverse situation for the borrower, thus keeping them open to dealing with you in the future.