Posts Tagged ‘mortgage’

celebrate friends and fans – 2011

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and tell Stance about your experience with their company, product or service.


Denver is made up of neighborhoods and architecture that are as diverse and unique as the people who live here. Say hello to Diana and Michael Kearns, The Kearns Team, who take pride in their knowledge of Denver Real Estate, especially in Stapleton, Park Hill, Wash Park, Highlands, Whittier, Lowry and Lower Downtown.
Whether you are relocating to the Denver Metro area from another city or simply moving across town, they can provide the information you need. Relocation buyers have special needs, and they know corporate relocation processes. The Kearns Team will help you understand local practices in home buying or selling.
For every transaction, either Diana or Michael will be your primary contact, and the other will provide additional support. This allows them to continue to provide personalized service while also being more flexible to meet your needs. When you are ready to buy or sell, visit their facebook page and contact them.

The Kearns Team on Facebook.

The Kearns Team website.

Call The Kearns Team at 800-841-8220.
If you have done business with The Kearns Team, please share it here. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

celebrate stance friends and fans

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Fridays are for celebrating Stance Friends and Fans. I encourage you to visit their facebook page, website or place of business and let Stance know about your experience with their product or service. If you have already done business with the featured Friday Stance Friend or Fan and have a story to share, please do.

Today we celebrate G&S Mortgage, a Denver-based mortgage company owned by George Gore III, my brother. George has been exceeding expectations and mastering mortgages for over 15 years in Colorado communities.
His mission at G&S Mortgage is to set a high standard in the mortgage industry. George is committed to quality customer service – putting the people first – while adhering to the highest degree of integrity in business.
George is happy to work with both brokers and buyers direct. His reputation for “getting it done” follows him everywhere.
Services offered by George at G&S Mortgage:







Learn more today, because as you know, it is a great time to buy a home.

If you have done business with G&S Mortgage, please share your experience. If not, visit them today. I look forward to hearing about it and sharing your experience with other Stance Friends and Fans.

G&S Mortgage Corp.
Denver, Colorado

G&S on Facebook

G&S on Twitter


CEM Gone Wrong

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I recently had an interesting customer experience with my mortgage lender. Ok, I know the experience was with the individual in the call center, but that experience was designed by someone in the CEM department, or whatever they call it, and it was also a huge failure.

While making my June mortgage payment on line through my bank for my rental unit, I inexplicitly switched two numbers and sent the payment $90 short. A week later I received a notice that I was two months behind in payments. Knowing I sent the payment, I checked the status on my banking site…yep, there it was. Sent, cleared and $90 short.

Last week, before leaving town, I called my lender to double check the amount owed before hitting the send button. The amount totaled two months plus a late fee. I was confused as I was only $90 short plus the full amount for July. The representative said that no amount is applied when an amount less than the full amount is sent….something I did not know and an expectation they never set.

What was clearly a typo on my part (two numbers transposed) was considered non-payment by them. Interesting…and infuriating. I indicated I would send July’s mortgage plus the coverage and asked if she would waive the late fee. She said she did not have the power to do that and would need to transfer me.

Then she asked if I lived in the home.

ME: “NO, it is a rental.”  (I could visualize her reading her script….if no, go to question 89. If also a rental, go to question 122.)

HER: “Do you plan to keep it and continue making payments?”

I thought to myself, what? Of course. But I said “why do you ask”?

Stumped. There was no script directive for that answer. She had no idea why she was asking. All she knew was that the when dealing with late payments on rental units she should ask if the intention is to keep the mortgage or not. Ok, I get it. The company is trying to foresee any foreclosures or bankruptcies for obvious reasons: they too have been hit hard over the last two years.

This is CEM gone wrong. I was insulted they insinuated I may be attempting to “walk away” from my responsibilities. The goal was to get a feel for if a customer is going to “walk away” but the result was making a perfectly happy customer angry. That is not a customer-centric (sorry Shevlin) company. It is a company-centric organization interested in covering their assets at all costs.

They set the protocol to ask a question, but did not empower the employee to stray from the script and engage me in informational dialogue that would have streamlined the process. I should also mention, the next day, I received a phone call from the collections department trying to make good on two months of payments. I told the guy to read the notes in their fancy CRM system and hung up.

Aside from re-creating the entire process and empowering and trainging their employees, how could this have been handled better? For starters, they could have been truly customer focused, and instead of a letter and an insulting phone call, they could simply have called and said the following:

Ms. Gore, it appears you have transposed two numbers in your payment amount. Would you like to pay the shortage now, or simply apply it to your next payment?

Problem averted and customer, employee and company aligned.

PS some BPM work would not hurt either. 😉