Hello CoesterMers! –
Every day we work to continually improve the experience you have here at CoesterVMS. Our goal is to create a “CoesterMer” experience that is unmatched for your company, your borrowers, and your realtors. We are excited to share with you some recent changes that will significantly enhance our offering to your company and create an enhanced customer experience. We have rolled out a wide spectrum of changes which include price reductions, enhancements to our appraisal scheduling process, full roll out of our 2-0-0 program, and turn time reductions.
Here at CoesterVMS we understand the process of securing a mortgage and property is stressful enough, and the appraisal should not add to the stress or frustration. This is particularly true in today’s hyper-competitive and increasingly automated lending environment. The homeowner, buyer, or realtor typically just want to get in their home or get the loan done as soon as possible, and the appraisal is one of many things that need to get done during this process. Here at CoesterVMS we believe that the AMC should enhance the overall experience, not cause delays or additional problems.
To solve this problem CoesterVMS has developed the CoesterMER Service 2-0-0 (Two-Zero-Zero) Guarantee. Essentially 2-0-0 is a guarantee program that covers the main problems that usually cause the appraisal process to be long-winded and frustrating. Let me share with you the three main aspects of the excellent CoesterMer service 2-0-0 Guarantee Program.
2 Hour Appraisal Scheduling:
So, like we’ve already touched on; the most common issue when organizing an appraisal and getting approved for a mortgage is the sheer amount of time it takes. Therefore, with the CoesterVMS 2-0-0 program we guarantee that the point of contact will be contacted within the first 2 hours of the appraisal being entered.
This kick-starts your appraisal service and will get it started on the right foot. By getting the inspection done quickly, you’ll already be much, much closer to getting your deal done. Since rolling out this program we’ve saved an average of two days in scheduling and three days in overall turn time because of scheduling proactively with the borrower or realtor.
CoesterVMS has excellent coverage in the majority of MSA’s, and we can work in harmony with all appraisers and borrowers to schedule a convenient time for all parties. Plus, an effective questionnaire is provided to the borrower so key details can be obtained, such as acreage, well & septic, and complexity.
0 Fee Increases:
Fee increases cause delays and frustration. With the 2-0-0 program, we’ve eliminated the guesswork and engineered the fee increases out of the process. Simply use our online fee calculator that and you will never experience a fee increase again. The online calculator is easy to use, allows us to offer the best prices to your borrowers on every transaction, and we honor 100% of the quotes in full. We do this by pricing the appraisal directly to the complexity of the specific property rather than over-generalizing with an entire state fee. Because of this more accurate method, we are able to offer more competitive pricing.
It is rare that appraisal files have issues that can’t be resolved quickly. However, they escalate from time to time. Escalations can be for a variety of reasons such as difficulty in assignment, repair needed, or a problem in getting the file turned in on time. CoesterVMS recognizes this and the need for customer service at these critical moments. A part of our guarantee is that you will have a quick an immediate resolution to any problem that occurs during the lending process. We have specialized staff that has been qualified to the highest level to ensure all escalations are handled quickly and diligently. Now, if CoesterVMS fails to meet their SLA or provide real-time communication regarding any delays, they will immediately offer a full and complete refund to the borrower.
Fee Schedule Update:
We have also recently updated our fee schedule and it includes discount pricing, in various states. Please click here to review our most recent pricing adjustment. We want to offer our clients the best fees possible, while also ensuring we’re in compliance with state regulations and pay our appraisers a fair fee. With our updated fee schedule and fee calculator our customers never have to experience a costly fee increase that comes directly out of their pockets or overpay for an appraisal that should cost less.
Sometimes it can be tricky to know who to contact at a company to help resolve an outstanding issue or to get an answer to your question. Therefore, a few months ago we launched our Solutions Department. If you have any questions about a file, need help in any way, or would like more information about CoesterVMS. Please e-mail soutions@Coestervms.com and we will get back to you right away.
Over the next few weeks we will be rolling out a chat function for our scheduling desk. This chat function will enable real-time scheduling with the appraiser, CVMS, and your borrower or relator. We think this will be the way it’s done and are excited about it.
Transparency is a big part of what we do and we are putting together enhanced scorecards that will enable us to show you exactly what we are doing, how we are doing it, and how we are delivering on our CoesterMer Service promise. Look out for calls from me or my team to go over these with you.
As we go into 2018 we are ready to support our customers with the best possible product offering, price, and service as possible.
Look forward to having a great year with you!
Brian C. Coester
Founder and Chief Executive Officer
Your appraisal management software isn’t cutting it–and neither is your appraisal management company’s.
I want to dispel a common misconception. Despite what you hear from the appraisal segment’s technology vendors, appraisal management software won’t keep you compliant. Period, full stop. If you don’t believe me, ask your technology vendor. The truth is, appraisal management technologies can be great tools for automating processes, but compliance is about more than automation. True compliance takes an expert.
As everyone in the mortgage industry is aware, the appraisal process has changed a lot over the past few years. In the most recent news, we have the Consumer Financial Protection Bureau’s third-party oversight requirements. This is a big concern for lenders. The big focus is on the fact that it’s now the lender’s case to prove that its vendors are in compliance. But that’s the only the beginning. Lenders must also be able to prove that their processes (a) use proven predictable methods, (b) can identify issues, and (c) proactively prevent those issues from happening again.
Thanks not only to the CFPB, but also to the Dodd-Frank Act, Fannie Mae’s appraisal independence requirements and the Uniform Collateral Data Portal, not to mention numerous state and federal regulations, there is simply no way for lenders–or AMCs–to get around having a dedicated program for ensuring a compliant appraisal transaction.
Some of you may be thinking that you’ve been doing just fine with your appraisal management software. While anything is possible, it’s more likely that the reason lenders are “doing just fine” is simply because they haven’t been through an audit that indicates otherwise. Yet.
It’s easy to get tempted into believing that it’ll be easy to manage the appraisal process yourself, especially now that appraisal management technology vendors are offering their systems as a Software as a Service type, where you can buy software off the shelf and implement it quickly.
The idea is that if you take the appraisal process internally, you will have a better overall appraisal process, while still maintaining some control. But this is overlooking one very important detail: a strong appraisal process requires experts, not just someone who manages technology. Generally speaking, a self-managed appraisal process is not ideal, nor should it be looked at as a long-term option.
Are there are exceptions to the rule? Yes. However, I don’t know if I’ve ever seen one. I’ve spoken with hundreds of lenders and banks–both customers and non-customers–and I’ve never heard of a self-managed appraisal process working long-term. Every lender we deal with, that has tried to manage the process on its own, has ended up outsourcing to an appraisal management company. The reason is simple: it’s more effective, efficient and compliant. Those are their words, not mine.
The reality is that no one–not even an appraisal management company–is capable of being compliant with software alone. Thinking that an appraisal management software will make you compliant is like expecting Microsoft Word to make you a Pulitzer prize-winning author. Microsoft Word can give you the vehicle to convey your story, but it takes a lot of skill and dedication to write well enough to win the Pulitzer, just as it takes a lot of skill and dedication to be compliant with all appraisal regulations.
If lenders expect to be 100 percent compliant, they’ll need a serious compliance program that includes quality control procedures; internal audit procedures; an internal appraisal and valuation audit system; and a host of compliance systems that keep close tabs on potential customary and reasonable fee issues, quality issues, USPAP violations and appraisal fraud. If you’re missing any one of these ingredients, your system is not going to cut it.
There’s also the issue of appraiser independence. The guidelines state that lenders must establish “absolute lines of independence.” That “absolute” part can mean the difference between smooth sailing and a costly compliance violation. The practicality of a small regional lender or even a midsize national lender establishing “absolute lines of independence” while keeping their appraisal process in house is not realistic.
To be 100 percent compliant with this regulation, the lender would have to set up an entirely new office with a manager, staff appraisers and processors. Most mortgage companies that manage their appraisals in-house are not nearly as equipped or trained as the code requires and typically end up rushing processors into ordering appraisals.
If you’re wondering why this hasn’t been much of an issue lately, it’s because most lenders have not gone through audits with FHA, Office of Thrift Supervision and investors. When this does happen, how are they going to prove that they have maintained “absolute lines of independence,” when the appraisal department is in the same office as the processors and production staff, who are interested parties?
Using an independent third party to manage appraisals provides an extra layer of protection against collusion, which in turn increases investor confidence. There are also the benefits of reduced cost, and enhanced productivity among processors and loan staff, who can stop being concerned with the appraisal process and start focusing on higher yield activities.
There’s no way around it. When appraisal services are handled in-house, overhead costs get higher when production increases, but when volume dips, layoffs become inevitable–after a period of covering the costs of being overstaffed, of course. If volume spikes again, companies are then forced to rehire staff. It’s easy, especially when there’s a revolving staff door, to fall into the trap of quickly assigning the appraisals rather than taking the time to have them done right. Most appraisal companies, on the other hand, have economies of scale, which allow more orders to be done faster and more efficiently than any in-house process.
There’s no excuse for risking these compliance violations, particularly when shifting the appraisal process to an independent third party is usually free to lenders or at least at a heavily reduced rate.
Outsourcing the appraisal process brings consistency to your quality levels, turnaround times and overall costs, regardless of volume. Conflicts of interest will vanish and variable costs will turn into profits. Your third-party appraisal management company can answer any investor questions, just as it can take care of any errors, should they occur.
Adopting a truly independent appraisal process helps ensure long-term success, allows for future growth and makes it easy to maintain positive relationships with investors. That’s something that an appraisal technology just can’t do.