23
"You can't be
everything to
everyone, so it's best
to be yourself. That
doesn't mean that
you're not still trying
to work and be
flexible as possible, but
I think that it benefits
everyone when you
lay out the clear
expectations of what
we can and can't do."
then the pandemic on the other. Expect the
unexpected. ings are just going to change.
One thing that I did recognize through
Fannie Mae is that they encouraged folks to
stay connected with their clients, with their
customers, with their colleagues, even with the
borrowers in terms of looking at reviews and
reading borrower sentiment articles and things
of that nature. You have to be plugged in, and
you have to have a finger on the pulse.
Other than that, I'd say a couple of other
takeaways that I'm applying here: you can't
be everything to everyone, so it's best to be
yourself, especially when you're BSI and
you're working with so many different seller
counterparties. You can get wrapped around
the axle, trying to bend over backwards for
everybody. at doesn't mean that you're not
still trying to work and be flexible as possible,
but I think that it benefits everyone when you
lay out the clear expectations of what we can
and can't do. en, within those confines, try to
be as flexible as possible.
Beyond that, be obsessed about customer
service. It's the big things, and it's the little
things. It's making sure that you're calling back
your customers the same day. It's making sure
that they literally feel surrounded, right? ey're
at the center of everything that we're trying to
do here at BSI, and that was a big mantra over
at Fannie Mae. I think it will serve us well here
at BSI, and I'm looking forward to making it
happen.
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