Finding 'People Helping People' in Home Lending

July 18,2017

Paper house


If you have done any type of transaction with a local credit union, you have likely experienced their sense of community, integrity, and overall “people helping people” mission. It’s something that member April Jackson was very familiar with at Baylor Health Care System Credit Union.  She had completed other financial transactions with them on multiple occasions and was very comfortable she would be in good hands to refinance her home.


April had contacted the credit union and learned home loans were actually outsourced to CU Members Mortgage and not done in-house as her other transactions had been at the credit union. She was in a sticky situation with a divorce and she needed to move forward with a refinance as quickly as possible and didn’t hesitate.


The credit union directed her to speak with a Loan Officer who was able to walk her through different loan options, estimates, pricing and rates and introduced her by her Processor.  The processor took the lead now in her loan and guided April through the rest of the necessary paperwork.


“I am so grateful for my processor,” said April. “This was a difficult situation for me going through a divorce and needing to refinance and my processor was empathetic and genuinely asked me how I was doing each time she spoke with me.  She would even check on me when she didn’t need anything for the loan. She made me feel so secure and I knew I was dealing with honest people.”


While April understood that loan officer and processor weren’t employees of the credit union, she did think they were a perfect part of their team. “It felt like CU Members Mortgage was a true extension of the credit union with the service I received,” explained April.  “I felt like I wasn’t just a business transaction to them. They identified with me and treated me like she truly cared about my personal well-being.”


The Processor talked with April continuously to finalize the steps to reach closing. April was able to receive the extra care she needed to make it through a highly stressful time in her life and simplify a loan process that can often be challenging and difficult.  “She went above and beyond. She listened and related to my issues and was an impeccable mediator for me every time. She was the best advocate for me,” said April.  “I would highly recommend CU Members to my friends and family.”

by Alison Barksdale
Director of Marketing, Dallas
Alison is an expert of all things Colonial.

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