We needed help.  Our bills and payments were all current but we were monthly payment poor.  I had seen TV commercials about debt consolidation and mortgage refinancing with a VA loan, so I did a Google search for information.  I followed a link that prompted me to answer a few general questions and I created a short profile with contact information, credit scores, current mortgage status, and reason for refinancing.  On a simple form I checked some boxes and filled in some blanks, and then I went to bed.

Wow.  When I opened my email the next morning I already had half a dozen offers for mortgage quotes.  I opened the first email in the list and sent a reply to Royal United Mortgage.  While I was reading the rest of the email offers, a reply had already come from Royal United Mortgage Company with instructions to call.

That is how my wife and I met Kristen at Royal United Mortgage. During an introductory phone call Kristen asked a few questions, walked us through some options, and competently answered our questions without a hint of a sales pitch.

From the get-go Kristen made a great impression.  She was energetic but not pushy.  She was very personable on the phone and she conveyed a genuine desire to help us achieve our goal.  So when Kristen offered to get an application started for us for a VA loan to refinance our mortgage we felt very comfortable in saying “yes.”

Working with Kristen the next couple of weeks was nothing short of delightful!   Here’s why:  she was organized and qualified–she guided us step by step as we gathered all the necessary personal information. As promised in her written accountability statement to us, she kept in regular contact with us and returned ALL calls and answered ALL emails PROMPTLY.  Kristen was positive, affirming and encouraging; Se kept us at ease with her obvious professional ability and competence. Throughout our home appraisal and inspection process she was there for us, calming our “jitters” and she responded quickly, decisively, and competently to a couple of small challenges.

What amazed us is that we were able to complete everything online up to the time of our closing.  Through a password-secured portal on Royal United’s website, our mortgage estimate was available 24/7. The portal also featured the convenience of electronically signing documents in real time. We didn’t have to send or receive anything by registered mail, etc.

Kristen’s communication skills and her resourcefulness really shone through during a couple of conference calls to iron out small wrinkles and get proof that our credit accounts had been closed for consolidation. She also teamed us up with Candace on some final details and together those two gals were amazing at getting everything ready for our closing.

Here’s the bottom line; Kristen and Candace were likeable, personable, and highly competent. They were trusting and trustworthy, which reassured us, gave us confidence, and put us at ease. Kristen even made it a point to come to our closing and we enjoyed taking her to lunch when we had finished signing on the dotted line. We have become friends!

Thank you Royal United for a totally positive experience. If everyone on your staff delivers like Kristen and Candace then your future is bright. Thank you to our two special gals for a job well done! We wish for you God’s best!