How do you react when a client receives an unfavorable mortgage decision that is outside of your control?

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You can demonstrate tact, diplomacy, and good communication skills through your answer. An example is also an effective way to show your skills in action.

"Occasionally, I have had to deliver bad news to a client. These situations are never easy, but a combination of empathy, tact and information is often enough to manage through the conversation. In a recent example, I had to explain that the client's mortgage application was declined because of bad credit. I empathized, explained the situation as clearly as I could, and also left the client with the hope that he could reapply in the future. This client was very disappointed and tried to convince me to take a risk. I explained my role - that I had no independent power to reverse the decision - but gave him information about who he could contact."

Anonymous Answer

"These situations are never easy, however, I have had to deliver bad news at times. I explain the situation clearly to give the customer a good understanding of the decision with empathy is often enough to manage this type of conversation."

Amanda's Feedback

Well done! No one likes delivering bad news, but your answer does a good job of explaining how you handle a difficult situation with honesty, clarity, and empathy.

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How to Answer: How do you react when a client receives an unfavorable mortgage decision that is outside of your control?

Advice and answer examples written specifically for a Mortgage Loan Processor job interview.

13. How do you react when a client receives an unfavorable mortgage decision that is outside of your control?

How to Answer

You can demonstrate tact, diplomacy, and good communication skills through your answer. An example is also an effective way to show your skills in action.

Written by Rachelle Enns on March 19th, 2021

Answer Example

"Occasionally, I have had to deliver bad news to a client. These situations are never easy, but a combination of empathy, tact and information is often enough to manage through the conversation. In a recent example, I had to explain that the client's mortgage application was declined because of bad credit. I empathized, explained the situation as clearly as I could, and also left the client with the hope that he could reapply in the future. This client was very disappointed and tried to convince me to take a risk. I explained my role - that I had no independent power to reverse the decision - but gave him information about who he could contact."

Written by Rachelle Enns on March 19th, 2021

Anonymous Interview Answers with Professional Feedback

Anonymous Answer

"These situations are never easy, however, I have had to deliver bad news at times. I explain the situation clearly to give the customer a good understanding of the decision with empathy is often enough to manage this type of conversation."

Amanda's Feedback

Well done! No one likes delivering bad news, but your answer does a good job of explaining how you handle a difficult situation with honesty, clarity, and empathy.

Next Question