02-28-2014 02:06 PM
“Could you send me a picture after you move into your new home?”
You will always hear Linda Rich, a senior mortgage processor with USAA Bank, asking her customers for a photo at the end of their mortgage application process. For one USAA member, the photo represented much more than a new home. It represented a new chapter of life. Shawn Glidden sent a photo taken just after proposing to his girlfriend in front the new home Rich helped him secure.
Glidden was so grateful for Rich’s help that he even called her the day he closed on the home to say thanks. “He was almost crying,” she recalls. They had come a long way since their first phone call.
By the time Rich began working with him, Glidden was frustrated with how things were going. After sustaining an injury while in the military, he had an unusual financial situation, and the mortgage-related paperwork was taking a toll.
In their initial conversation, Rich acknowledged Glidden’s frustrations and focused immediately on restoring his faith in USAA. “I often tell military mortgage applicants, ‘What we do on a mortgage is miniscule compared to what you’ve done for our country.’”
Rich explained the reasons behind the required paperwork and eventually gained Glidden’s trust. She learned that even though his disability prevents him from working full time, he volunteers 10 hours a day, several days a week, at a local food bank.
After building a relationship with Glidden, Rich found herself invested in making the process work for him. “After 20 years in this business, nobody has ever touched my heart so much,” she says.
“The mission of USAA is to facilitate the financial security of our members by offering a full range of competitive products or services,” says USAA Bank Senior Vice President Winston Wilkinson.
“To me, home is where physical safety and financial security come together,” he says. “For many of our deployed members, home is what they’re fighting to preserve and what they may be daydreaming about returning to.”
Glidden’s dream of homeownership finally came true. The photo of him and his fiancee, Amber, pictured above, made it to Rich’s “Personal Wall of Fame” — a row of photos showcasing mortgage holders she’s assisted. On tough work days, she looks at their smiling faces for inspiration. “Remembering that these are real people we’re working for should make everyone strive for excellence.”
Bank products provided by USAA Federal Savings Bank, Member FDIC.
You must be a registered user to add a comment. If you've already registered, sign in. Otherwise, register and sign in.