What makes a good loan officer a great loan officer? For Jane Christiansen, a loan officer with Commerce Bank in Oklahoma City, the answer is simple: experience and superb customer service.
Christiansen, who has been in mortgage banking for more than 35 years, says the finance world has changed drastically in the last few decades and often consumers have a hard time navigating new regulations and policies.
“The first thing I do when I talk to new borrowers is to give them my mobile phone. I keep my phone with me 24/7. If I don’t know the answer, I can get it quickly,” she said. “I really enjoy working with first-time home buyers. I try to make it a very simple process even though there is so much more paperwork involved now. If I can make it easy to understand, that can turn into future referrals of family members and future business.”
Christiansen says Commerce Bank also strengthens its relationship with its customers by providing continuity of service through the life of the loan.
“Commerce Bank always services the loans. At points in time, banks will sell the paper to other banks. We do that too on occasion, but we always continue to service the loan,” she said. “When a bank sells the loan and doesn’t continue service of the loan, that is where most customers run into horrible problems with taxes and insurance and their loan not being taken care of. I will not work for a company that does not service its loans. I’ve always worked with companies that go the extra mile for their clients.”
3503 NW 63rd St. #300 Oklahoma City, OK