Service Level Standards

We work hard every single day (yes, even weekends) to make sure our customers have a great experience.  Behind the scenes, structuring a loan can be a very complex process due to unique borrower situations, working with business partners in all 50 states, completing dozens of forms and of course adhering to all federal guidelines and new regulations.  Our job is to handle the unique pieces and parts while giving you, our customer, the most hassle-free process possible.

To do this, we utilize technology in order to standardize the process and provide you with the most efficient path to funding your loan.

Below are the steps and expectations you should have:

  1. Use our online application to complete your application and receive an instant approval.  If you do not have access to a computer or wish to do your application over the phone, simply call (866)280-9378 and ask to speak with a loan advisor. 
  2. You will be contacted shortly after we receive and review your application to confirm your information, discuss any questions you have, explain the terms of the loan, then we will lock your rate.
  3. You will be requested to either utilize our secure, online system to upload your important documents such as pay stubs, tax returns, copy of your driver’s license, etc.  We can also furnish you with a unique fax cover sheet if you would prefer to fax your documents in which our system will automatically place in your file.
  4. We will begin to process your loan then send it to our Underwriting Department
  5. Typically the underwriters will come back with a list of items we need to do before we can close your loan.  Some of those items will require your help (for example if we requested all pages of your bank statement but a few pages were missing when you sent them) and the others we will handle for you.
  6. Once your loan is cleared to close, we will immediately contact you to schedule a convenient time, date, and location for your closing.

 

If you ever run into any issue or concern that you feel isn’t being address, let us know!

As we said, a loan can be a complex transaction, so if something does come up, you can simply email customercare@capwestmortgage.com and we will respond.  Please provide as much detail as possible in your email and the best way to contact you.

We are a 104 year old, family-owned and operated bank that is truly honored to serve you.