Having gone through a refinance just before enrolling in the MB Program through UBC’s School of Business – I can tell you what it’s like to work with an uncommitted mortgage professional. We handled our mortgage through a major bank, and used the in-house financial advisor to do it. Since I knew going into this process what I was looking for, how much we wanted to refinance and how long everything would take – I didn’t feel like it would be a difficult process and I didn’t anticipate the opportunity for any hiccups.

Wow – was I wrong.

My husband and I started the process in November, and we ended finally, in January. This was a basic refinance, folks. Something that one meeting could have easily nailed down. Instead, there was 4 in person meetings with the bank rep and missed deadlines before my husband had to travel for work, ultimately delaying the process beyond reasonable expectations.

So – I can tell you, I’m well aware of the spectrum of good and terrible service, and I’m here to provide you my list of commitments to my clients and colleagues (as far as I can project, in the early stages of my career).

Let’s count them down:

10. I’ll call you back within the hour, max.  I know you’re excited or anxious and I know this process is stressful and taxing on your already limited personal time. I won’t leave you hanging or wondering or fearing. I’ll call you – even if I don’t have new news, I’ll call.

9. I’ll email you back as quick as humanly possible, an hour at most. Sometimes emailing is easier and sometimes it’s a clarity thing. Sometimes words are best understood in plain terms, in writing. So if that’s what you like, I’m on board. I’ll email you as soon as I get it, and I’ll get it right away because I’ll check my email as soon as it comes in.

8. You’ll never have to guess where we’re at in the process, what docs I’ve submitted or not, or what the next step will be. You’re in the middle of buying a home, building a home or re-mortgaging a home. You’re stressed about that. Among all of the other remembering you’re doing, I don’t expect you to remember the process and where you are in it – that’s my job. Every communication we have is part of the process, and I’ll keep you informed as to where we are currently, and where we’re going next.

7. I will never refer you to anybody I don’t trust. My circle of professionals have all been vetted. These aren’t “friends first”, they are proven professionals I’ve had stellar dealings with. These are people who will maintain your best interest in whatever capacity you hire them for. They are experts. They will advise you in ways they are qualified to, and only that. I’m not sending you to my high school best friend, so we can talk about your file over wine later. I’m thinking of your future when I hand you someone else’s business card.

6. Confidentiality is more important to me than it is to you. As noted in the point above – I will never, I repeat, NEVER talk about you, your file, or any small piece of information you share with me. No matter how relevant in any conversation or how interesting or fascinating. I’m a vault. My job is to protect your information, and that I do. I’m relying on your referrals, not your name dropped in conversation, to get me new business. That’s how it works.

5. My questions are relevant – I’m looking at your whole picture,  instead of just your immediate needs. (Though, those are important to me, too). I may ask a lot of questions. This is a recurring theme throughout my life, and one of the natural reasons I found myself as a Mortgage Broker. I want to know where you just came from, where you’re going right now and where you want to be later. This will help me pick a product that you’re going to feel good about and that will contribute to your goals and dreams. I also want to sniff out anything in your life that will cause you any mortgage discomfort should your plans need to change. So, please, tell me everything.

4. I’m going to go to bat for you. I’m going to put my best foot forward for you. I’m going to present your file the way I would want my own file presented. If we’re honest with each other, we can identify the ways in which we can make your file strong and create confidence in any Lender. I’m going to do that for you.

3. I will listen. I will hear your concerns. I will listen when you say you have schedule conflicts. I will listen when you say you like a particular Lender or you don’t like another. If you know what you want, I’m prepared to hear you and work with your requests.

2. I will learn. Lenders are always changing, products are always changing, Mortgage Insurance is always changing, Land Titles are always changing, Government legislation and programs are always changing. I’m going to be researching everything so that I’m always on top. I’m the expert – experts are not exempt from daily education.

1. I will be helpful. You’re coming to me so that I can provide you a service. I will decipher mortgage rules and differentiate between lenders and their products. I’ll point you in the direction of helpful programs and people. I’ll be your liaison through this difficult and confusing process. I’m going to make this easier for you – not harder. My job is to provide a service, not an inconvenience. I’ll put both your best foot and my best foot forward to Lenders and I’ll make sure there aren’t any miscommunications between you and your lawyer, realtor or anyone else in the process. I’ve got your back.

If any of these points are qualities you’d like in a broker – call me, today. 604-833-8938. I’m ready to help.

-Rebecca