Delivering Customer Service That Exceeds Expectations For Over 30 Years
At Stearns, we believe in providing insightful customer service that evolves to meet our customers' changing needs, no matter what the situation. The arrival of the coronavirus earlier this year required us to react swiftly, adding safety measures and virtual workarounds to our processes in response to an unforeseen, serious health risk.
More challenges. More opportunities. More safety.
While COVID-19 made it challenging to shop for a home, many people living in urban condos and apartments decided it was time to buy their first home, or to relocate, to provide their family with a safer, "socially distant" suburban or rural setting. When interest rates dropped to historic lows in mid-2020, this added incentive resulted in an explosion of home sales and refinances that eventually outperformed 2019 sales.
Stearns met the challenge of providing all of our borrowers with a safe and secure loan process without compromising our highly rated customer service to handle this unexpected housing boom.
[Loan Officer] is easy to communicate with and very responsive when I needed a question answered. She kept me updated on the progress of my refinance and the E-signing made things so easy!!
- Patricia A in Capitola, CA on September 26, 2020
If you've decided to proceed with a home purchase, or refinance at a lower interest rate, here's what we're doing to ensure your safety:
Our digital mortgage app provides built-in social distancing as borrowers can apply for financing on their laptop or tablet in less than two minutes. Borrowers can also upload and review documents through the app without leaving home. The app doesn't just keep our customers safe - it helps get them to closing faster.
Our Hybrid eClose process for conventional and FHA home loans enables borrowers to sign 90% of their closing documents electronically. We're working diligently to add an online notary in the states that permit this service so that borrowers can complete their home financing process 100% remotely.
We only work with appraisal firms who can conduct business with proper health and safety procedures. When Fannie Mae, Freddie Mac, and other mortgage financing entities offered electronic signature options, we joined them.
Our mortgage loan originators are available outside of regular business hours to support their borrowers through the entire loan process and respond to their questions via phone, text, email, and video chat. They have experience in identifying the loan programs that meet their borrower's financial goals, and explain the pros and cons of each program so their borrowers can confidently make the right decision for their future. Our dedicated in-house Operations team has been working overtime to process, underwrite, and close loans on time.
[Loan Officer's] communication skills are excellent. Her timely, knowledgeable and always friendly interactions helped make a stressful purchase less so. I also felt that [Loan Officer] understood what was important to me about this purchase. The loan interest rate offered by Stearn's helped keep the monthly payments affordable.
- Nancy in Lake Ariel, PA. on September 25, 2020
Ensuring the safety of our borrowers and business associates is as important to us as providing a wide variety of home loan programs to meet the diverse financial needs of our borrowers nationwide. At Stearns, customer service equals customer success and reflects our passion for helping more borrowers achieve their dreams of homeownership.
Ready to take the next step? We're here to help! Contact a Stearns mortgage professional in your city today.