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What Do Clients Want from Their Loan Officer?

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Sure, it’s a large and general question, but it’s one that’s valuable for loan officers to ask themselves from time to time. While you could easily create a long list of things that your clients want, homing in on what’s most important can help you tailor your services to better meet and exceed your clients’ needs. While each loan officer may find they have a different list based on their own business style, there are many elements top mortgage professionals will likely have in common. Here are are a few of the most important things clients are looking for in a loan officer:


Trust is absolutely essential to creating a positive experience for your clients. Buying a home is a major financial decision, and for many buyers, it can be a stressful and overwhelming experience. Clients need to know that their loan officer is going to give them all the facts as clearly as possible; this includes the not so positive news as well. Being upfront, honest, and clear with your clients helps build that trust and establish a relationship that will support the entire lending process.


Though many people think about getting a mortgage as the financial part of the home-buying process, that doesn’t mean it’s without emotion. As I mentioned above, the financial side of the process can often be the most challenging, especially for first-time buyers. Though you may have walked countless clients through the process, it’s important to maintain empathy for all your clients. Putting yourself in your clients’ shoes and acknowledging what a significant decision it is to take out a mortgage, understanding that the industry jargon may be completely foreign to them, and reading their attitude through the process can help you provide the support your clients need.


Expertise is also key when it comes to building trust. Your clients are putting a lot of faith in you to help them choose the right loan and arrive at a successful closing. They want to work with someone who knows what they’re doing and who can provide top-notch guidance throughout the process. To communicate this expertise to potential clients, writing a blog or creating other content is a great strategy. When you demonstrate your expertise in your field, prospects are more likely to move you to the top of their lists.

These certainly aren’t the only things that are important to clients when it comes to choosing the right loan officer. What other qualities do you think rank as top priorities? What have you experienced in your own business? There may not be a single right answer to this question. The real value is the professional exercise of regularly asking it, brainstorming, and making tweaks and adjustments to your business where it makes sense to you. I’d love to hear your thoughts on this!

Don Riggs

VP – Retail Market Leader

NMLS 132702