Ryan leads with introducing himself and asking the client if its an okay time to speak, prior to explaining his role to the client.
(1:51) Ryan appreciates the feedback that he has provided, acknowledges the client's concerns about honesty.
(2:10) Ryan lets the client know that if anything was stated incorrectly we can research into the communication to see what should have been advised. Lets the client know that we will use it for coaching opportunities and if it can make a difference for the client.
(2:31) Ryan acknowledges that the loan was change from a 15 year conventional to a 15 year VA loan.
(3:35) Ryan acknowledges that the client has spoken with a few TM and named off the TM that were on the loan working with the client.…show more content… (6:56) Reassure the client that the letter is not public and will not affect him if he applies for another loan.
(7:17) Ryan explains that the denial letter is an automated and lets the client know that reason are not completely accurate.
(8:07) Ryan apologizes to the client and assures him that the letter would not be disclosed to anyone else.
(8:40) Lets the client know that we strive for feedback weather its positive or negative and it give us the opportunity to address the feedback with the client's we work with to see if there is any opportunities.
(9:11) Ryan is understanding of the client's feeling towards our company and lets him know that he is not making an excuses. Lets the client know that we want to better the client experience.
(9:23) Ryan lets the client know that he was looking through the re-disclosures that he received and wanted to make sure that he does not have any question since he said that some of the fees were not disclosed up front.
(9:37) Ryan asks the client know that if he has any feedback regarding the cost.
(10:42) Ryan lets the client know that he is appreciative that he took his call and for the honest
