Super Poor Customer Service - Anonymous employee First Bank Employee Review

I worked in their mortgage division for months. The problems were obvious from the start. This is a small bank that wants to compete with larger and more flexible ones. They lack customer service skills and abuse their borrowers by providing no solution to situations that arise in the process of a refinance or purchase deal. I witnessed on numerous occasions borrower being charged for rate lock extension due to bank's delay. My position required me to be in contact with borrowers and I heard how upset they were with bank's stand on this problem. Lack of speedy underwriting and processing was blamed on loan officers and they were the ones being attacked by borrowers. I didn't see the upper management correcting this issue. Additionally, the underwriting may approve the loan and clear it to fund and then come to find out at the 11th hour they would ask for additional documentation and infuriating borrowers. What I witnessed is no sense of urgency or care for existing clients they had and branch managers working hard to keep them walking away from the bank altogether.