Stephanie Lund’s Post

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Senior Mortgage Underwriter, QC/Due Diligence Analyst, and Fraud Investigator | Meticulous | Quality Focused | Self-Motivated | Solution Seeker

My first job in real estate lending was a hybrid loan officer/underwriter for a bank keen on broadening its lending portfolio beyond the nine states housing traditional banking centers. Prospective borrowers from the remaining 41 states received mail solicitations encouraging them to contact a loan officer for qualification. Invariably, the inquiries centered around a common theme – potential borrowers inquiring about the criteria for qualifying for the promoted rates. Negotiating this landscape was challenging, given the bank's conservative approach and stringent rules against pre-screening. Regardless of the likelihood of a loan being ineligible, our protocol mandated emphasizing that eligibility could only be determined post-application. Navigating through states where lending wasn't permitted posed another set of challenges. Responding to calls from these states, I routinely conveyed, "We typically are not able to lend in XYZ state, but I would be happy to take an application." Most understood and thanked me for my time, until an unexpected call from a homeowner in Jamaica shook up my routine. In my earnest attempt to clarify that our lending scope was limited to the United States, I offered to take an application, only to have the homeowner agree. Rapidly taking the application, obtaining borrower and property information, and attempting a credit report, I communicated the decline due to the impossibility of providing a real estate loan in Jamaica. So, imagine my surprise when watching a Law & Order episode a couple of weeks later and seeing the crime in question occurred in Jamaica, NEW YORK. In that moment, I realized my error, hastily assuming there was only one Jamaica. It dawned on me that I had failed to ask probing questions to truly understand the borrower's perspective. This experience has been an invaluable lesson, teaching me more than I could have anticipated about assumptions and the importance of genuine communication. Since then, when I have a slam dunk decline, I take a more deliberate approach, ensuring that I gather all relevant details. I now refrain from hastily forming conclusions, opting to inquire and validate whether my initial impressions are accurate. Recognizing that I don't possess all-encompassing knowledge, I am more open to leveraging the expertise and insights of others. And if I ever book a vacation to Jamaica, I’ll make sure to check to see if I need to pack my bathing suit or an I❤️NY tshirt. What have you learned from an early career misstep? Share your story in the comments.

Daren Jenson

Assistant Vice President | Business Execution Consultant NMLS #1515763Operations Leadership | Change Management | Team Building & Development | Risk Management |

8mo

Just a funny story that did not happen to me but we were in a centralized platform years ago. You processed and underwrote (depending on authority) your own loans. One of the companies we did relocation for was AHold, a Dutch conglomerate. It's pronounced AHHH-old. Anyway, a newer team member who was sweet as can be gets a loan and calls to make the intro call. I'm sitting next her..."Hi Mr...., I'm ....from... I wanted to introduce myself as the processor on your loan. So, I see you are employed by Aaay-hold." Myself and two others had to drop from the queue and go into another room because we were laughing so hard. When we came back, the newer young lady asked what happened. We explained and it took her a bit to realize what she said. She felt horrible. We told her to not worry. Lots of people had mispronounced the company name.

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