Posted by Cari on 1/23/09 11:12am
Msg #275380

annoying borrower....

....she kept asking questions I couldn't answer (by law) and every time she would say a comment or ask a question, about her figures or whatever, she would end it with, "this is so queer...", and "that is so queer..."

....I really don't get annoyed (or offended for that matter) so easily, but did with this borrower.

...Has anyone had annoying or offensive borrowers like this so early in the year?

Reply by Glenn Strickler on 1/23/09 12:17pm
Msg #275394

Yes, A lot of them ....

When a BO asks me a question I can't answer by law, I will just get the LO on the phone and the LO will be on speakerphone during the entire process if needed. During my introduction process with the BO when I get there, I gage the demeanor of them and I can tell quickly if I will need to contact the LO.

BOs that have any kind of IQ are suspicious of the process, and rightly so. They just have different ways of expressing themselves. It's our job to deliver good customer service and deal with all situations with a smile and handle it.

Reply by Blueink_TN on 1/23/09 12:22pm
Msg #275397

My worst nightmare - It was EOM and I was extremely busy, had late docs, bad weather etc. I had to call several clients and let them know I was running 15 to 20 minutes late. All was well, at least I thought, until one lady began reading the deed. I explained the 3 day RTC and mentioned that she could read it later and she commented, "oh, I know what this says but I had to wait for you, so now you can wait for me." What a beyotch! She changed her mind when I got up to leave and told her I'd be back later which would be about 10:00pm. She behaved the remainder of the signing and her husband was clearly embarrassed. I felt sorry for the poor guy that had to live with someone that nasty.

Reply by Marian_in_CA on 1/23/09 12:31pm
Msg #275401

You got annoyed because she kept using the same phrase? The word 'queer' is not always meant to be offensive. Some people really do use it to mean something is different, curious or unusual to them. Or maybe she just says it a lot? Some people do that.

But asking you questions over and over that you can't answer? Yes that's annoying. But, they may not always understand why you can't answer them, even if you've explained it.

Reply by CaliNotary on 1/23/09 5:33pm
Msg #275441

I can see being annoyed

But how could you possibly be offended in that situation? I swear, people go out of their way to find things to be offended by.

Reply by Teddog/CO on 1/24/09 8:37am
Msg #275487

Re: I can see being annoyed

Just part of our job. You encounter every type of personality under the sun. Some act like they didn't know they applied for a loan and other borrowers know each and every detail before we even get there. Go figure

Just make sure you take all contact phone numbers with you. If the borrowers have questions you can't or should not be answering call your contact people or LO right away.

Reply by Cari on 1/26/09 6:15am
Msg #275579

it's not like I go out of my way to find something to get

annoyed at. I've got 20 years under my belt dealing with ALL types of customers, clients, and borrowers, but this one, really got under my nerves for some reason. Perhaps old age, I dunno.

It was like listening to the wanna be NY Senator "Kennedy", with the "you know" comments every other two or three words...that type of annoyance...or listening to the Valley Kids with the "like" every other word...

but what the hell, I guess I am showin' my age...oh well.

Reply by Colleen Drozd on 5/6/09 9:06pm
Msg #287590

I had one and the family member was arguing with everyone and very arrogant to everyone. I told them they have 3 day recision to look over the documents and it was a 4 hour closing. I was exhaused and this nasty borrower told me I have an attitude problem and told her I had to miss out on appts and they finally signed after 4 hours of aruging with everyone. These people will be on my no no list. I was told to walk out and then the borrower screamed at me for no reason and the company backed me up 100% and felt sorry for this borrowers attitude and took care of me.