Walk us through the process from the first phone call to the day I get my keys.

Hi, this is Jason Skelton with Pacific National Lending.

Welcome to another Q&A session where I answer mortgage questions from you all on the internet.

Today's question is:

"Walk us through the process from the first phone call to the day I get my keys."

Summary:

Jason outlines the full client journey. It begins with a phone call in which he answers the client's questions before asking any of his own, establishing their goals, their current position, their thinking, and — importantly — their concerns, so those can be addressed early. Once that conversation is complete and the client is pre-approved, the home search begins, which he calls the fun part. His involvement resumes once the client is in contract: gathering updated documentation, handling the appraisal, delivering the file to an underwriter, and ensuring funds are ready so closing happens when the client is ready to close. The structure means the client hears from him most heavily at the front end and again once a property is under contract.

Answer:

So you give us a call, and we'll talk briefly over the phone, and I'll answer any questions you have before I even start asking you questions. I want to know what your goals are and kind of where you're at and what your thoughts are. I also want to know what your concerns are, so we can address those. Once we do that and have you pre-approved, then comes the fun part of shopping for the home. You get to go out, look, and find the home that you really want. Once you get in contract, that's when I come back into play — getting updated documentation from you, getting the appraisal handled, getting everything over to an underwriter, and making sure we're ready with your money to close when you guys are ready to close on the house. So there are really two stretches where you'll hear from me the most: at the front end getting you pre-approved, and then once you're in contract getting the file across the finish line.