Mortgage processor Interview Questions
435Mortgage Processor interview questions shared by candidates
What would you do if you were faced with an upset client? What would you do to handle the situation and make client feel better about the situation?2 Answers
I told her that I would do my best to make the customer feel that I fully understood her needs, that I would handle the situation accordingly, do not rush the client off the phone, apologize even if I felt it was not our fault or mistake, and escalate issue to management/supervisor if I felt it had to do with something I could not handle since we should all work as a team and reach out when we are unsure of how to go about a problem. Less
Defuse the situation by understanding the customers’s point of view. Let the customer speak without any interruption as they just may be venting and just want someone on the end to just listen to what he/she is saying. To the customer there is no right or wrong at the time of their complaint. Once they’re done speaking now you can say I’m sorry you had to go through all that and let’s see what we can do for you and don’t let the customer go without her/him being satisfied with your answer. Don’t say I know how you feel because you don’t know. Don’t give sympathy but you should give empathy as we want the custom to know we care and we will handle the issue. Less
how to deal with an angry customer2 Answers
let them vent, and answer their concern in a polite way.
The first thing you need to do with an angry customer is to listen properly to his grievances no matter how rude or polite he is. Second, try to gain his trust in you that you are the only person who can resolve this issue. Third, give him the proper knowledge about the reason for his grievance and the way to resolve it. From your side be confirmed that the process and commitment that you have made will be on time. Less