"Trust is built through relationships. It is not automatic, it is not assumed, and it is never guaranteed it is earned. Working for a well-respected company with a long history of service does not automatically make someone a Trusted Mortgage Advisor. Trust is personal. It belongs to the relationship between the loan officer and the borrower, not the logo on a business card."
"When a loan officer comes across as focused on closing the deal, rushing the process, or prioritizing their own interests over the borrower's goals, trust erodes quickly. Trust does not develop when: The loan officer fails to listen The borrower feels talked at instead of listened to The borrower's life goals are secondary to the loan submission The conversation is rushed or overly scripted"
"To earn and maintain trust, loan officers must consistently demonstrate the following qualities: Integrity Doing the right thing, even when it's difficult Honesty Clear, straightforward communication without spin Listening Skills Truly hearing what the borrower is saying Empathy Understanding the borrower's emotions and concerns Education Helping borrowers understand, not just comply Truthfulness Speaking the truth, even when it's uncomfortable Transparency No surprises, no hidden details Ethics Putting the borrower's interests first Respect Valuing the borrower's time, goals, and decisions"
Trust is personal and must be earned through the relationship between the loan officer and the borrower rather than assumed from company reputation. Loan officers must prioritize borrowers' life goals, listen actively, avoid rushed or scripted interactions, and resist focusing solely on closing deals. Borrowers seek confidence, clarity, and guidance during major financial decisions. Core characteristics of trust-based loan officers include integrity, honesty, listening skills, empathy, education, truthfulness, transparency, ethics, respect, and consistent follow-up to keep borrowers informed and put borrowers' interests first.
Read at www.housingwire.com
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