The Tool Box

Written By: John Hoxsey
Certified Master Loan Processor (CMLP)

As processors, we are always getting stuff thrown at us from every direction. Knowing what tool to use in each situation, will help us to handle the situation better. So, it is important that we stock our tool box with the right tools.

Some good ones to have on hand are: patience, humility, listening, and kindness.

Some to sell at a yard sale are: short-temper and arrogance (aka: I’m always right!).

Let’s face it, this job is difficult! But interestingly, it is not the actual “job description” that is difficult, but the people interaction that comes with it. If we never had to deal with anyone, and we could just simply process the paperwork on each loan, then we could probably process 100 loans per month by ourselves. But when you add in the human interaction, then, 100 loans suddenly gets cut in half or more because of the amount of time required dealing with that aspect.

I’ve often made reference to the “assembly line” concept, and how our goal should be to streamline the assembly line as much as possible, therefore, admitting greater output. I believe that this is crucial to production, and all efforts should be made to get this as smooth running as possible. But, at the same time, we must understand that the assembly line will probably never be as “smooth” as we would like because of the human element required.

Just picture Ford’s manufacturing plant. There’s the car coming down the line, to the first stop for framing, then the second stop for body, third stop for tires, fourth stop for paint, fifth stop for seats, etc. Now picture the person putting the tires on at stop number three who had a bad morning, and wants to argue with the car about why they just aren’t doing tires today because they don’t feel like it! Hence you have the human element added to the assembly line, and now the assembly line is no longer assembling.

So, back to the tools; the more we can use the “good” tools creatively, and less of the “bad” ones, the smoother our assembly line will run. Essentially, we, the processors, have to be the bigger people when confronted with difficult matters. When knives are getting thrown at us, we need to not pick up a knife to throw back, as it will only cause the assembly line to come to a screeching halt.

We should all try to work on having the “right” tools, and practicing how to use them well. The mortgage business will be a much better place as a result.

Remember - Your reputation is your business.

Happy processing!!

About the Writer. As one of NAMP's volunteer writers, John Hoxsey is currently a NAMP member in good standing and is a NAMP Certified Master Loan Processor (CMLP). If you would like to become a volunteer writer for NAMP, please email us at: blog@mortgageprocessor.org.