1. Introducing Yourself w/out Willow

First, we NEVER say we work for Willow Processing or mention Willow when speaking with borrowers. Notice you have a de-branded signature as a processor. This is for a reason - we always align ourselves to the loan officer.

Non-borrower Email

Borrower Email (no Willow branding)

2. Time Checking

ALWAYS ask the loan officer and borrower if it is a good time to speak:

"Hey John, this is Joel, do you have a minute"

Hey John, this is Joel, want to review a couple items with you, is now a good time?"

4. Remember Three Guidelines

1. Simplify and encourage

2. Remind them you are their advocate

3. Give context and education

3. Assure them you will send an email after and copy the Loan Officer

Borrowers needs to know they dont need to take notes.

Borrowers need to know you are going to include the loan officer and organize them.

Live example 2 (the husband)

• 00:00 Positive and energetic script intro
• 00:30 Its a big approval so I put an emphasis on asking for his time
• 00:40 He asked if he needed to take notes, I deployed the "no need to take notes" script
• 00:50 I got him focused "alright, let's do it"

5. The Most Important Call is the Conditional Approval

Live example 1 (the wife)

Let's listen to two live examples from a husband and wife, both of whom I called to get in touch on a conditional approval. Press play on the recording below.

• 00:17 I caught Erin off guard, a baby in the background, meeting her for the first time.
• 00:30 Listen to how I cover the bullet points in the script. Its not in the order I prefer, but it needed to be natural.
• 01:05 I still asked if she had time, and I still let her know she did would get an email after. This was critical to getting her on board.
• 01:40 Ended the recording when she was engaged and I said "ok, let's do it".

If you are not optimizing for how you ask for every single condition, especially the ones that come up again and again, you are not doing the job to the best of your abilities.

6. Never copy and paste an underwriter condition. Ask for the condition like a pro.

7. Save the Conditions Guideline which tells you how to ask for conditions correctly.