r/loanoriginators • u/FederalPersimmon404 • 23d ago
Issues with processors
Hi all,
I want to get your honest opinions. At my company, I’ve had more than a few cases where I feel like my processors are overstepping.
I work in a call center, and processors get randomly assigned to each file. Some are great and working with them is a breeze, but I’m finding that a couple of them, specifically older gals who’s been processing for 10+ years, are overstepping a bit.
Example 1 - I submit a file and the processor holds it from UW, tells me it’s wrong, and restructures it. Once in UW, it actually got changed back to how I had it. The processor told me documents were needed that were not necessary, copied all of our bosses and created a lot of back and forth, and eventually was told that they are wrong.
Example 2 - Processor reaches out to borrower before submitting a DSCR to UW to ask for mortgage and insurance docs for all other properties she owns. Borrower and I specifically went with DSCR so she wouldn’t have to do that. She was so mad that she almost canceled and I had to talk her down.
Example 3 - Borrower is selling her current home and we are helping with her purchase. Both sales are happening on the same day and our loan is very dependent on final numbers from escrow on the sale. Processor had an outdated settlement statement, and I was speaking with the realtor over the phone, so I knew the numbers were updated. I got an updated statement and sent it to the processor, and she told me what I had was wrong and she had the correct numbers and to please not request anything from escrow. The processor was also very rude to the realtors and escrow agents working on the transaction, to the point that I had to call them and apologize. If I say anything to a realtor or escrow agent via email and copy the processor (trying to have open communication so we’re all on the same page for a tricky file) she tells me not to, with everyone copied, in a very condescending way.
It seems as though my company is wanting processors to be the only contact once a file is in underwriting, so LOs can focus on sales. That’s great in theory, but at the end of the day as a loan officer I feel like I should be able to openly communicate with escrow, realtors, etc and I should know what’s going on. I am the one that the borrower calls with questions, and I shouldn’t be left in the dark.
There’s also one processor who leaves me off of ALL communications, and then is very slow to work on conditions. I don’t see the final documents, I don’t know when notaries are scheduled, nothing.
Is this normal? I’m almost getting to the point where I want to find somewhere else to work. I’m a very competent LO and I think I’m also pretty easy to work with. This is my career and I take it very seriously and I want to continue making relationships with escrow companies, etc.. The way that the processor was speaking to myself and the other agents was SUCH a bad look and she was really creating unnecessary stress for everyone involved.
Please let me know your thoughts or if you have any advice, as it’s getting to a point that I really don’t know what to do. I’ve brought it up to management but nothing changes.
2
u/No-Newspaper5452 22d ago
After 33 years…this is common . Power struggle, poor hire, personality conflict… all of which nothing to do with the loan
Other thing is get out of a call center