June 18, 2009

What brand is worth the premium?

Marketing…..Advertising….”what are you going to do for me?” asks the sales guy….”in terms of marketing…how are you going to bring people to me? No one’s heard of us! It’s a big draw back when no one is heard of you!”

I felt that way to in my early years selling. I wanted to have all warm calls. I wanted a friendly face of recognition when I introduced myself…” OOOHH you’re from XYZ. We love you guys!”. But as time went by I realized I didn’t want to be the Fed Ex or UPS guy. I didn’t want to rep for Pfizer. I wanted to build MY own business within a business. I wanted to build MY brand, which built my personal value, my self-esteem and gave me control of my life.

As you go on in years, you realize that all the branding and name recognition doesn’t mean squat if you can’t deliver. And we have all found after the Mortgage Meltdown that recognition can be a bad thing…look at Angelo Mozilo today.,

In Selling the Invisible, Harry Beckwith points out that “before you write an ad, rent (yes rent…cause everyone gets the same list) a list, dash off a press release – fix your service.” Look at your own behavior. You may have tried out the brand first, but if their service sucked you not only didn’t go back , you told everyone about them because you knew that everyone knows about them, you share that connection, so you are eager to discuss that which you have in common.

The key, Beckwith says, is “to make everyone a marketing person. Every act is a marketing act”. Those businesses you keep visiting are the ones you are made to feel important at. You got more than you expected in service, not tangibles but feelings. You felt better after interacting with them; you felt they were your advocate. It may have taken you longer to find them if they weren’t a brand, but once you did you felt like you were one of the chosen few: a lucky member of the club.

 

If you are tapping into the laws of scarcity, your membership becomes worth a premium. Customers are invited by referral. If someone of quality gives you a name, you treat it differently than a bathroom wall or telephone pole posting. If someone is willing to vouch for you, state that they have used you and are willing to support you, most terms can be overcome. General branding or yellow page/direct mail approach doesn't act as an invitation; it doesn't make the customer feel special. Therefore the leads are unqualified and the premium isn't there.

 

Remember these words as you take your new found money and try and buy your way into keeping the faucet turned on; it's just not that simple. Just plant the seeds now, cultivate them continuously, and reap the harvest in the fall.

May 31, 2009

Was it really a surprise??

A couple of thoughts....


1) We knew this week was coming. We discussed it back this winter when the administration said they would begin buying MBS to put a ceiling on mortgage rates through June that the market would begin to drive up rates by May. The market always anticipates -- buy the rumor, sell the fact. In this case ridiculously low rates existing in the face of a government printing press on steroids stand no chance of holding their ground. Once you come to the end of any stimulus program, the world says "OK, what's your next magic act going to be? How you gonna keep this party going?"

So the vague promises that the government would keep being a participant in the mortgage market looked all too hollow, and the Market voted with it's feet, nary a buyer to be seen. When you see moves like that, a bottom has been found and sentiment has changed. Sure the economy is still punky and slow, with employment and GDP slow to grow for 12 more months++. But the free fall has shifted to a wait and see mode with a renewed focus of "how will we get all this liquidity back in the bottle with out causing massive inflation?" Here is a good article you can use to explain to borrowers about this abrupt change; it reminds them not to be greedy and grab the rates if they just recover a little from here.

http://www.boston.com/business/personalfinance/articles/2009/05/30/sudden_mortgage_rate_hike_shocks_many_hoping_to_refinance/

Hopefully we will get a pickup in purchase activity here in May/June (have seen some strong activity in the first time buyer areas here)that will feed us during a summer that likely will be slower than the last few months but better than average. Rates can be very choppy the next 90 days and purchases usually slow after July 4th. I am looking for a purchase run last week of August throughColumbus day though...refi's in the fall???  Could be a dip but only because they have gone higher from here and are just returning to these levels.

2) CAN I HAVE MY $8000 NOW? HUD came out and squashed the idea that they would make it any easier to get your $8000 now so that you can use it as a down payment. There was a lot of talk of sellers/builders/"non-profits" giving the $8000 upfront with a "payday" loan to get it back. Of course these interested parties are just trying to understandably move product. The only thing standing in the way is down payment. Sure looks like the DPA programs that HUD has worked so hard to eliminate. These programs did the same financial two-step to avoid down payment. 

The fundamental issue is that if you can't save money while making a lower rent payment in order to buy a home, how will you make your higher mortgage payments AND deal with higher home cost bills that you know happen. Furnaces, leaks, while-your-at-it's...coupled with lost bonus, OT, health issue or full job loss. If you have no skin in the game it is just so easy to walk away. ESPECIALLY if your value has dropped at all...in most parts of this country those drops are very likely to continue...I give credit to HUD for standing by he old belief that skin in the game is a non-negotiable. (even though it hurts volume at a crucial time, its better for us all in the long term). Here is a good WSJ article about this... 

http://online.wsj.com/article/BT-CO-20090529-712103.html

or

http://www.nasdaq.com/aspx/stock-market-news-story.aspx?storyid=200905291517dowjonesdjonline000799&title=update-fha-policy-on-tax-credit-more-limited-than-expected

The next 30+ days will be very telling...concentrate on getting your pipe out the door so the losses don't pile up, and pursue that purchase business that others are forgetting about. Work double time now, because these may be your only summer apps...

May 18, 2009

Why Refinancing Is So Hard

Here is a consumer piece I wrote recently that I thought you would find interesting. 

Download Five Reasons Why Refis are Hard


Why is Just Getting a Lower Mortgage
Rate Such a Hard Thing To Do Today?

Written by Brian Koss

Well, believe it or not, both lenders and borrowers are asking that same question right now. Lenders are turning away as many as 50% of the applications they take and spending 2-3x more time on each application. This pain leads to higher levels of anxiety (all around), increased costs (which always trickle down), and lots of disappointment and unnecessary friction. In order to set the right expectations, I would like to give 5 of the top reasons why refinances are so difficult and what you can do to avoid the friction.

 1) Paperwork. Since the late 90’s the trend in lending was to simplify the process and avoid the paperwork. A full two years tax returns and statements of every asset and debt for 3 months along with no questions. It peaked with a good FICO score allowing you to simply buy a home with no money down and no income or assets verified. Today those same FICO readings give you zero benefit in documentation relief. Everybody – rich or poor, on-time or not – has to produce the documentation. You are presumed guilty until proven innocent, so any recent changes in employment or variableness to income is a big issue. Also any change in your recent asset history is a big issue and please no significant changes beyond paychecks going through your accounts.

 2) FICO’s. Loans to a fault were being done for individuals whose credit score was as low as 500. 580-620 was considered OK. 620-680 was considered good to very good and 680 and above was great. Today loans below 620 are borderline impossible. No stories and no explanations will help. Pricing is adjusted for loans below 720; before it was 620 or 580. This eliminates many of the refinances and purchasers in the market. But the good news is that Credit Simulators are available from the pro-active loan officers out there who can show a borrower what is exactly affecting their score and show them what actions to take to improve their score.

 3) Values- the majority of time spent waiting for a decision on a loan is spent waiting for an appraisal to actually arrive at our desk from a busy appraiser and/or waiting as the underwriter scrutinizes the math of how the appraiser got the value. Frequently the underwriter these days will ask for explanations or more examples of comparable sales, comparables closer to the home, more like the home or more examples of like homes on the market, etc A few years ago values were frequently determined  using Automated Valuation Methods. These AVMs spit out of a computer model similar to a Zillow saving hundreds of dollars for the customer and weeks in the process.

 Lastly on value is the issue of loan to value. All loans today require much greater down payment or equity. All property types are affected by this but especially jumbo, investor, second home, multi-family, condos, and any unique properties or situations. There can be as much as an extra 20% required, plus there is a greater need for cash reserves after closing.  The bottom-line is, it requires much more money to get financing today and we need to know where it all came from. Be prepared to show 3+ months statements on every asset you have that can help show your strength, reserves, and where your deposit is coming from.

 4) HVCC--Adding to this appraisal issue is the new appraisal process Home Valuation Code of Conduct or HVCC that just started 5/1/09. This regulation prohibits lenders and brokers from making contact with an appraiser during the process or being involved in the selection of an appraiser. This means to the consumer that they will have to pay for the appraiser upfront; they won’t be able to get an opinion of value upfront on a refinance to see if it’s even worth even doing and you are not guaranteed to get an appraiser who really knows their market.

 5) Subordination – A term that many consumers haven’t heard before is a major culprit in this painful finance process today. For those refinances out there that have an existing second mortgage, you need to have your second lien holder subordinate (stay in second place while we pay off your existing first mortgage and replace it with a new lower monthly payment first mortgage). Sounds like a no-brainer right but you’d be surprised. Too many times the second lien holder wants to force you to pay off and close out their second position, and therefore says no. The process of subordination involves us completing the whole file – all of your documents, our documents, and the appraisal--- which can take 4-6 weeks, then sending it to the second lien holder for their approval which can take 2-6 weeks. Most rate locks are at 45-60 days and therefore we have a problem. In the past we would just put a new equity line or second mortgage and get around this issue. But today there are virtually no qualifying seconds available so we are stuck begging, in line with everyone else.

To all of the above you add on the new HARP program allowing the first mortgage refinance to go as high as 105% LTV, which then requires the underwater second lien holder to subordinate at a pretty lofty position, adding to the subordination woes. All the modifications for all the people who don’t fit into these new terms slow down the major servicers and their response times to subordinations and payoffs etc.

 You can also add the following:

Warehouse lines that independent mortgage bankers use to fund loans are 80% less than two years ago eliminating billions of dollars in capacity.


Fraud checks, ID checks, 4506 IRS checks, value checks, are audit processes that are all now being moved to the front of the process adding time and money.


Technology has not kept up with the new flows of business and massive regulation. During the last 10 years little time was spent reinvesting in R&D, so adding the new requirements to antiquated systems is a recipe for disaster everywhere. Plus there are few solvent technology companies available to compete today.

Our industry had shrunk our processing staff significantly from 2006-8; many left the industry to find more stable work. Also many of the employees of the last 10 years did not learn business the right way and struggle with the new skill requirements.

The story is not over yet. There are many more changes planned by investors and regulators to come. The bottom of this cycle will probably look more like a W than a V bringing another wave of opportunity wrapped up in confusion. Hopefully we can get the message out to the public so we can manage the expectations irresponsibly set in the past.

April 21, 2009

Another example of our new reality...

As the refi beat goes on certain things become more apparent....

1) It has never been harder to process a loan. The time involved due to the myriad of risk and database checks are mind blowing; but smart and essential nonetheless. But we have a panic driven industry that is rushing the implementation of all this deferred maintenance before the technology is available to efficiently integrate it into a smooth working system. Most firms barely made it through the desert of 2008 so it is likely they are working off an outdated operating system. The few remaining mortgage IT firms do not have the immediate fix or silver bullet to solve our issues. You will spend as much money integrating their solution with unlimited downtime during a refi boom that it makes the option of growing your own actually palatable. (This assumes you are a true bank or mortgage banker who is concerned with secondary, maybe hedging, loan delivery, lines, etc).

So your OPS leadership is looking at past history and trying to figure how many people do I need to process a loan to close? Can it really be that today's loans are 3X more time consuming and I need truly experienced OPS veterans (10 yrs++) with designations as a majority of the staff? Of course the technology and the higher grade people and the time required all add up to 2x-3x the cost to produce. Sure we can scan now and don't copy as much. Sure that means we pick up speed and efficiency and save FedEx costs. SO yes that counteracts the above, but then we overlay appraisal issues on every file and no AVM usage. To that we add all full doc, guidelines that are changing weekly, mega-restrictive MI, etc. and we are back to 3X more time and cost.

So our service sucks relative to the past; our OPS people want to just rollover in bed and never come back to work; our customers’ expectations of flexibility and turn-time; our margins, though much better than a year ago, are eaten up by our increased costs to produce; we have lost premium pricing yet are hit with more bumps than a disco on seemingly every scenario...all challenges that can be met with the right mind set of team members living in the reality of today, thankful to be a survivor and a thriving, and willing to look at themselves to become an agent of change.

2) REALITY: Each LO gets a limited amount of resources in the form of processing and line capacity. The amount is dependent on their past history of volume and of efficiency/pull thru. If you funded an average of 8 loans per month on 10 apps, you should be given the ability to increase by 50-100% that capacity -- so 16 funds for 20 apps in this market. The keys to that philosophy is that the 4 "no's" are discovered very early in process and hopefully never hit UW/close at all. Plus, those that do close we underwrote and closed once without changing rate/point terms or loan amounts and never changing programs.

Giving LOs the understanding that they have limited resources is important because it manages the expectation set for the LO and therefore their customer. If the LO knows "I have only so many slots to work with" then they will be choosy during times like these when loans are like shooting fish in a barrel. They won’t waste the time on hard to work exception loans, especially refinances. They won’t take loans that they know don't have at least a 75% chance of succeeding. They will take control of their customer and say “you are one of the lucky loans I chose to take on this month; in order for this to go smoothly you will need to get me this list of documents timely, we will need to decide today the program, rate and terms and not look back." If they can’t be immediately helped or choose to be high maintenance, quickly and firmly suggest other alternatives, where they will then likely be tortured and frustrated and come back with their tail between their legs.

3) This is not a Part-Time business anymore! It is full time in every way. Of course you have all the NMLS courses and continuing Ed required as a start. But the guides, compliance forms, rate changes, term modifications all require you to be looking everyday at serving a referral base and a database of past customers. You need to be working out scenarios, pricing out a deal, structuring a package, validating a DU finding, massaging a credit report, every day or you will be stale, inefficient, mistake prone and miserable. This results in a drag down on processing with crappy loans that don't work, pissed off customers with wrong and un-met expectations, and a drag on peer LOs because they end up bearing the brunt of the PT questions since the PT doesn't remember how to do their job.

Are there rare exceptions? Sure but they need to be managed all the time. Too many times these PTs are friends we are too close too who are living on their past glory years. Folks this is a different business now. Those old habits could actually be detrimental. These old war heroes spend a lot of time around the office complaining how tough it is to get a loan through, they beat up OPS, and they suck your energy and never will return to their glory years.

The right spot for these people is to attach themselves to a highly organized producer who has expressed interest in management and who has a team forming with assets etc. The PT agrees to take a lower commission, hand over leads (with a well defined process) and get out of the way. This way the customer has the right expectation and information and OPS has a solid application that works with the right expectations attached.

In a world of ever shrinking resources of OPS and Line capacity, triage-ing each application up-front and seeing where your problems come from is essential. Get out of reacting mode and into pre-emptive strike mode. It will help when the volume drops too, and your resources are again limited and time/money is precious.

April 04, 2009

Outlier's...what is behind great success...?

Very interesting new book from Malcolm Gladwell, the insightful author of Blink and Tipping Point, called Outliers. It dissects what the ingredients are behind great successes. There are successful people, then there are those who are off the charts. There are certain genetics involved which are infused with a hard work ethic, which are then touched with some blessed fortune. Without all three applied at the right time and in the right measure, the outlier isn't created.

All these great successes that Gladwell studies were all given an opportunity due to their birth date, economic status, skin color, religion, etc but they then applied their intelligence receptors and drove it home with diligence. Bill Gates was a 13 year old who got unlimited access to one of the worlds most powerful mainframes in 1968 because his schools PTA happened to focus on computers that year. For youth sports players those who are born in the months right after the cutoff matriculate to the top teams and go the farthest. Joe Flom and the power M&A attorneys at Wachtell,Lipton had a 20 year advantage to dominate that business because the tony white-shoe firms who wouldn't hire Jews also found M&A distasteful and dirty. Malcolm's mother was given the opportunity to win a scholarship due to her lighter skin color in Jamaica and the shared history of a Chinese shopkeeper who was willing to fund her education.

Many things have to align for outliers to be created. But the key is the self-awareness to know how blessed they are to have been exposed to the opportunity, and then to seize that opportunity with tenacity and then to maximize it with great passion and diligence.

In our business I have been fortunate to be part of the growth or association of a handful of outliers. I have also found a few key elements that when applied in the correct order and with the right force production success is guaranteed.

#1 SELF-AWARENESS. Like a good compass finding it's true north, a person with a lack of accurate self-awareness will always be off point and forever lost. If you know your strengths and weaknesses, you will compensate and leverage accordingly.

#2 You will have a particular knowledge and expertise that you hone constantly. You are smart enough to make it a core knowledge that is adaptable and empowering.

#3 Confidence. if you have the above two, you have a high level of confidence bordering on arrogance, in our business that allows you to effectively probe and get to the truth. With those correct and insightful questions the opportunity is opened up and then the leverage is timely and effectively applied to not only seal the current opportunity but also seal that client as a long time referral source and proselytizer for you.

#4 Daily, weekly, monthly, quarterly, annual, life GOALS set and applied realistically after create a purposeful life free of clutter and inefficiencies.

#5 But SYSTEMS are what make goals come alive. Systems are the necessary disciplines that make goals realities. Systems executed consistently and constantly tweaked but never abandoned are at the heart of every success story out there. In today's world we hear the word system and think technology but in reality much of the success out there is anything but. Find it, test it, and run it. Be realistic but push yourself and you will be amazed. I still see so many people repeating the same year over and over and never evolving; don't be that person.

#6 FOLLOW UP. the great ones seize every opportunity and maximize it. They never let it die but know when to touch and when not to. But the opportunities are not forgotten because the system is a tight net. Basic time blocking and calendaring with notes and direction with automated systems interwoven can make a huge difference and will catapult you to the outlier status.

At MNI we had a recent panel interviewing an Outlier and some of our best producers. All of the above was readily apparent. But on the outside they all looked so different. Just like the values and ethics that run deep inside so do these qualities above. It's up to you to validate them and see how they fit in your skin.

During this massive opportunity presented to us, don't forget the long term opportunity. ANYBODY can make money today. Do not look at your numbers and paycheck and kid yourself. Look at the above and ask whether you are building a future or just gorging in the here and now.

If you ever want to talk about how you think these qualities apply to you, drop me a line!

March 14, 2009

In a Downturn, PROVOKE Your Customers...

Great article in the March Harvard Business Review, titled the above, hits the spot on doing battle with the logjam we are currently in. When the market is either stuck in full catatonic panic mode or is stubbornly sitting across from you, arms crossed, head shaking NO!, you need to act like Cher in Moonstruck. (remember when she slapped Nicholas Cage's face and said "Snap out of it!" to get him out of his funk?)    http://au.truveo.com/Moonstruck-Snap-Out-of-It/id/3119376309

Typically the best of us use a probing, consultative approach to sales, working with our customer to find a solution to a problem that  both sides agree exists. The budget is there to solve the problem, its just a question of which solution is best. Provocation-based selling is needed when the customer doesn't acknowledge the problem, has budget concerns and bottom line doesn't believe they need whatever IT is that you are presenting.

The last ten years plus it's been easy in our business. You didn't have to convince many people that refinancing to a lower rate or taking cash out of their home for slightly higher payment was a good thing. Of course who can argue with buying the American Dream of a first home, larger dream home with better schools, vacation home, early retirement home or becoming a landlord?? You were just competing with other people with the same products. The low barrier to entry forced you to compete with loan hacks pricing to a commodity with no added value. When purchases slowed down and rates went up we all ended up in the mud of alt-a, sub-prime and 80-20.

Well it's a new regulated world with a highly conscious public just waiting for you to do something stupid. (In my hometown the local police blotter stated that a resident called in a 10:49 on a Friday night to say that their broker had misstated their income and assets on their mortgage application!!! 911??)

 BUT there is also a good size portion of the public dying for professionalism and quality advice at a fair price. We are seeing Financial Planners and Investment advisors with great reputations, transparent services at flat fees, and long track records crow about increasing new business coming in the door as the public is humbled. Now banks have an advantage in the reputation war but really are they that much better? We will have another 2 years of bank failures across the land and no one respects them; it's just that they suck less than mortgage banker/brokers in the public's eyes.

If you can engage the public by making a strong business case for buying, refinancing or restructuring and then provide technical proof how (Mortgage Coach is great for this along with good articles for support) you become the man with all the answers. Without you they wouldn't have realized their problem. You saved them from their issue by looking out for them AND having the solution. Gain the customers respect; attack a prevailing point of view with facts and offer a theory to resolve. Force the customer out of their shell of fear; tell them you are taking the other side because that is your job as a professional debt manager. Tell them "what good would I be as a finance professional if I just executed what you said and didn't probe and push to get to the right answer with you?"

Your agenda for the discussion should be to gage their fears, present your provocation, capture their reaction to the provocation, discuss real life war stories that support your case bracketing their fears, and offer to prove how their case may fit. In a closed mind and tight budget world, you have to create your own space in their minds and budgets to be able to succeed today.

You can take the conversation from "I cant afford to" to "how can you afford not to". I'm not talking about putting customers into something unsuitable. I'm talking about you holistically looking at their entire financial picture, understanding their goals, gaging their fears and making a strong case for why they should overcome them. We as a nation have gone too far as is typical. We opened up the wallet too wide and no we have sealed it shut, exacerbating our problem to a frightening degree. It's time to push the public to do the right thing and not just cater to their fears.

February 26, 2009

The Inflation Slayer is back! Great honest dose of reality from Volcker...

Too bad inflation isn't a problem yet...but on behalf of all deflation loving mortgage bankers trying to keep rates down here is a speech from the heart of Paul Volcker, a true titan of monetary policy. Give this speech a read and maybe we will get lucky and one of these wiser, cool-headed Canadian's will inject some cash into our worlds and start some confidence building.....

A FORMER FEDERAL RESERVE CHAIRMAN AND CURRENT ADVISOR TO PRESIDENT OBAMA SPEAKS...

In a speech in Toronto last week, former Fed Chairman Paul Volcker discussed the world's economic and banking system woes.  In our opinion, Mr. Volcker's insights are a must-read, especially in the current environment.  Playing to an audience that had grown larger than he expected, Mr. Volcker discussed how, with respect to banking, the world could use more Canadas.  The text of his speech is below:

I really feel a sense of profound disappointment coming up here. We are having a great financial problem around the world. And finance doesn't work without some sense of trust and confidence and people meaning what they say. You take their oral word and their written word as a sign that their intentions will be carried out.

The letter of invitation I had to this affair indicated that there would be about 40 people here, people with whom I could have an intimate conversation. So I feel a bit betrayed this evening. Forty has swelled to I don't know how many, and I don't know how intimate our conversation can be. But I will, at the very least, be informal.

There is a certain interest in what's going on in the financial world. And I will disappoint you by saying I don't know all the answers. But I know something about the problem. Let me just sketch it out a little bit and suggest where we may be going. There is a lot of talk about how we get out of this, but I think it's worth remembering, or analyzing, how this all started.

This is not an ordinary recession. I have never, in my lifetime, seen a financial problem of this sort. It has the makings of something much more serious than an ordinary recession where you go down for a while and then you bounce up and it's partly a monetary - but a self-correcting - phenomenon. The ordinary recession does not bring into question the stability and the solidity of the whole financial system. Why is it that this is so much more profound a crisis? I'm not saying it's going to get anywhere as serious as the Great Depression, but that was not an ordinary business cycle either.

This phenomenon can be traced back at least five or six years. We had, at that time, a major underlying imbalance in the world economy. The American proclivity to consume was in full force. Our consumption rate was about 5% higher, relative to our GNP or what our production normally is. Our spending - consumption, investment, government -- was running about 5% or more above our production, even though we were more or less at full employment.

You had the opposite in China and Asia, generally, where the Chinese were consuming maybe 40% of their GNP - we consumed 70% of our GNP. They had a lot of surplus dollars because they had a lot of exports. Their exports were feeding our consumption and they were financing it very nicely with very cheap money. That was a very convenient but unsustainable situation. The money was so easy, funds were so easily available that there was, in effect, a kind of incentive to finding ways to spend it.

When we finished with the ordinary ways of spending it - with the help of our new profession of financial engineering - we developed ways of making weaker and weaker mortgages. The biggest investment in the economy was residential housing. And we developed a technique of manufacturing class D mortgages but putting them in packages which the financial engineers said were class A.

So there was an enormous incentive to take advantage of this bit of arbitrage - cheap money, poor mortgages but saleable mortgages. A lot of people made money through this process. I won't go over all the details, but you had then a normal business cycle on top of it. It was a period of enthusiasm. Everybody was feeling exuberant. They wanted to invest and spend.

You had a bubble first in the stock market and then in the housing market. You had a big increase in housing prices in the United States, held up by these new mortgages. It was true in other countries as well, but particularly in the United States. It was all fine for a while, but of course, eventually, the house prices leveled off and began going down. At some point people began getting nervous and the whole process stopped because they realized these mortgages were no good.

You might ask how it went on as long as it did. The grading agencies didn't do their job and the banks didn't do their job and the accountants went haywire. I have my own take on this. There were two things that were particularly contributory and very simple. Compensation practices had gotten totally out of hand and spurred financial people to aim for a lot of short-term money without worrying about the eventual consequences. And then there was this obscure financial engineering that none of them understood, but all their mathematical experts were telling them to trust. These two things carried us over the brink.

One of the saddest days of my life was when my grandson - and he's a particularly brilliant grandson - went to college. He was good at mathematics. And after he had been at college for a year or two I asked him what he wanted to do when he grew up. He said, "I want to be a financial engineer." My heart sank. Why was he going to waste his life on this profession?

A year or so ago, my daughter had seen something in the paper, some disparaging remarks I had made about financial engineering. She sent it to my grandson, who normally didn't communicate with me very much. He sent me an email, "Grandpa, don't blame it on us! We were just following the orders we were getting from our bosses." The only thing I could do was send him back an email, "I will not accept the Nuremberg excuse."

There was so much opaqueness, so many complications and misunderstandings involved in very complex financial engineering by people who, in my opinion, did not know financial markets. They knew mathematics. They thought financial markets obeyed mathematical laws. They have found out differently now. You know, they all said these events only happen once every hundred years. But we have "once every hundred years" events happening every year or two, which tells me something is the matter with the analysis.

So I think we have a problem which is not an ordinary business cycle problem. It is much more difficult to get out of and it has shaken the foundations of our financial institutions. The system is broken. I'm not going to linger over what to do about it. It is very difficult. It is going to take a lot of money and a lot of losses in the banking system. It is not unique to the United States. It is probably worse in the UK and it is just about as bad in Europe and it has infected other economies as well. Canada is relatively less infected, for reasons that are consistent with the direction in which I think the financial markets and financial institutions should go.

So I'll jump over the short-term process, which is how we get out of the mess, and consider what we should be aiming for when we get out of the mess. That, in turn, might help instruct the kind of action we should be taking in the interim to get out of it.

In the United States, in the UK, as well - and potentially elsewhere - things are partly being held together by totally extraordinary actions by a central bank. In the United States, it's the Federal Reserve, in London, the Bank of England. They are providing direct credit to markets in massive volume, in a way that contradicts all the traditions and laws that have governed central banking behaviour for a hundred years.

So what are we aiming for? I mention this because I recently chaired a report on this. It was part of the so-called Group of 30, which has got some attention. It's a long and rather turgid report but let me simplify what the conclusion is, which I will state more boldly than the report itself does.

In the future, we are going to need a financial system which is not going to be so prone to crisis and certainly will not be prone to the severity of a crisis of this sort. Financial systems always fluctuate and go up and down and have crises, but let's not have a big crisis that undermines the whole economy. And if that's the kind of financial system we want and should have, it's going to be different from the financial system that has developed in the last 20 years.

What do I mean by different? I think a primary characteristic of the system ought to be a strong, traditional, commercial banking-type system. Probably we ought to have some very large institutions - or at least that's the way the market is going - whose primary purpose is a kind of fiduciary responsibility to service consumers, individuals, businesses and governments by providing outlets for their money and by providing credit. They ought to be the core of the credit and financial system.

This kind of system was in place in the United States thirty years ago and is still in place in Canada, and may have provided support for the Canadian system during this particularly difficult time. I'm not arguing that you need an oligopoly to the extent you have one in Canada, but you do know by experience that these big commercial banking institutions will be protected by the government, de facto. No government has been willing to permit these institutions, or the creditors and depositors to these institutions, to be damaged. They recognize that the damage to the economy would be too great.

What has happened recently just underscores that. And I think we're at the point where we can no longer fool ourselves by saying that is not the case. The government will support these institutions, which in turn implies a closer supervision and regulation of those institutions, a more effective regulation than we've had, at least in the United States, in the recent past. And that may involve a lot of different agencies and so forth. I won't get into that.

But I think it does say that those institutions should not engage in highly risky entrepreneurial activity. That's not their job because it brings into question the stability of the institution. They may make a lot of money and they may have a lot of fun, in the short run. It may encourage pursuit of a profit in the short run. But it is not consistent with the stability that those institutions should be about. It's not consistent at all with avoiding conflict of interest.

These institutions that have arisen in the United States and the UK that combine hedge funds, equity funds, large proprietary trading with commercial banks, have enormous conflicts of interest. And I think the conflicts of interest contribute to their instability. So I would say let's get rid of that. Let's have big and small commercial banks and protect them - it's the service part of the financial system.

And then we have the other part, which I'll call the capital market system, which by and large isn't directly dealing with customers. They're dealing with each other. They're trading. They're about hedge funds and equity funds. And they have a function in providing fluid markets and innovating and providing some flexibility, and I don't think they need to be so highly regulated. They're not at the core of the system, unless they get really big. If they get really big then you have to regulate them, too. But I don't think we need to have close regulation of every peewee hedge fund in the world.

So you have this bifurcated - in a sense - financial system that implies a lot about regulation and national governments. If you're going to have an open system, you have got to get much more cooperation and coordination from different countries. I think that's possible, given what we're going through. You've got to do something about the infrastructure of the system and you have to worry about the credit rating agencies.

These banks were relying on credit rating agencies while putting these big packages of securities together and selling them. They had practically - they would never admit this - given up credit departments in their own institutions that were sophisticated and well-developed. That was a cost centre - why do we need it, they thought. Obviously that hasn't worked out very well.

We have to look at the accounting system. We have to look at the system for dealing with derivatives and how they're settled. So there are a lot of systemic issues. The main point I'm making is that we want to emerge from this with a more stable system. It will be less exciting for many people, but it will not warrant - I don't think the present system does, either -- $50 million dollar paydays in that central part of the system. Or even $25 or $100 million dollar paydays. If somebody can go out and gamble and make that money, okay. But don't gamble with the public's money. And that's an important distinction.

It's interesting that what I'm arguing for looks more like the Canadian system than the American system. When we delivered this report  in a press conference, people said, "Oh you mean, banks won't be able to have hedge funds? What are you talking about?" That same day, Citigroup announced, "We want to get rid of all that stuff. We now realize it was a mistake. We want to go back to our roots and be a real commercial bank." I don't know whether they'll do that or not. But the fact that one of the leading proponents of the other system basically said, "We give up. It's not the right system," is interesting.  So let me just leave it at that. 

February 22, 2009

And the beat goes on....

Well...we are still digesting the January production and have enjoyed little spikes of apps since then. The good news is that rates have gone up enough to get most of our apps to the table but not so much that you are upside down with an expiration or extension. The biggest issues are; 1) borrowers believing the headlines that the government will guarantee them a lower rate in the 4's and 2) the painful logistics of actually getting loans priced, locked, approved and funded with changing guides, collapsing MI, valuations, condos, and subordinations. Along with the borrowers all not understanding why you are torturing them when they just want to lower their rate!

We are fortunate that there is seemingly a ceiling on rates with the government less than half way through their $500B stash allocated for buying mortgages and with some definite margin built into pricing by the cabal (SAT word!) of remaining lenders controlling price. So there should be opportunities to execute clearly written and explicit rate lock agreements for buy orders with the understanding of what happens if rates go down from there -- Including lock and processing fees! It's a new world out there! If you don't get that monetary commitment you are screwed! PLUS you are incurring real fees today -- AVMs to see if it even makes sense, Condo doc/questionnaire fees, full appraisal++ fee, subordination fees, and just given the low pull through you have to try and cover some costs...(I think the Mortgage Coach site has a good example of a well thought out lock agreement/buy order...if you can't find it email me for one)

But the cabal will allow rates to come down only on their terms, which means they will avoid premium pricing. They will price to eliminate the easy/no/no process that has fostered the growth of the .25% rate move/refi industry. You will have to get your borrowers to embrace the math of paying points for those staying in that loan for 4 years or more. The numbers just plain work; Mortgage Coach Total Cost Analysis shows it beautifully. Pick any period the borrower states and you can let the math (and tax benefit) do the talking. SO when the borrower says "I'm waiting for 4.5%", tell them "I got it right now...it's got 2 points but it's fixed for 30 years! What? The Government said 'you wont have to pay anything to get 4.5%'  Can you show me where you read that the Government was also dictating the point and closing costs structure? If you re at 6% right now I can save you $200/mo! If the Government gets it wrong (and wouldn't you say the bailouts so far have not necessarily been on target?), and rates move back up, would you feel more sick in your stomach than if you had locked and rates then went down?"

Remember to prioritize your most committed borrowers so you can execute your "sure things" with confidence and only work on those who are committed and confident. I still see too many people gloss over details and slide by agreements which end up blowing up in their face later. If you are a professional, give well-thought professional advice, backed by a solid professional standard of conduct, and then demand the same professional courtesy back to you.

Don't forget time blocking so that you still plant the seeds for when this market turns!!!

January 16, 2009

"Our book is full ..the earliest is next week..."

Well the beat goes on... it looks like deflationary times are upon us. Rates show no signs of going back up. There is room in the spread for rates to go down more but every .125% below 5.0% causes an exponential flow in payoffs/refis. This is a killer cost for the servicers and they just don't have the capacity to refill that depleting portfolio. So expect bungee behavior as rates hit 101 pricing below 5%.Don't tell your customer that you'll call him at 4.5%; "if it has dropped .5 in a month, it can do it again".

Many customers are enamored with rates in the 4's and will pay points for them. Matter of fact the spreads between 99to101 pricing favor multi-point pricing. So be sure to start all rate quotes in the mid to low fours with points even if the customer has asked for a No/No. It is your job to find out the best deal for them, not just give them what they want. You need to probe to find out what they need. And if they are holding that mortgage for 4 years or more, the investment of points and closing costs can be a great reward.

500% was this week’s note from the MBA on monthly increase in volume. Every originator has to realize they are in the land of milk and honey after many months in the desert, and too many of you are lactose intolerant diabetics. No business in any industry can handle this kind of increase smoothly. Neither can any business be expected to increase overhead to handle the current fleeting volume knowing how pitiful purchase apps are, and are expected to be. Many of the mortgage industry staff who have been eliminated over the last few years, smartly left the industry for more security. Picking up staff and plugging them in seamlessly won't be as easy this time as so much more is expected in an application. Sure there are fewer flavors but you better know your ever-changing guides and be up on the tricks of govie lending. Temps will struggle and expose you to risk.

Realistically, you need to be combing your database and going after those loans that are in the sweet-spot on price and underwrite/value. Don't just mail drop the entire database over and over. But don't ignore your clients who are out of luck, difficult, or premature. Make a quick call or email letting them know your assessment of their situation. If they are a client you know will be tough, set them up with your neighborhood banker whose price is smoking. This banker will send you the deals he can't do,  be a source for HELOCs and Commercial, and odds are he won’t pursue your client. The banks notoriously prohibit or at least don't facilitate database management plus they don't have aggressive telemarketing/solicitation like the major servicers. Keep the customer--lose a deal that may drag you down when you need to be running on all cylinders -- all good.

In order to smooth out the volume spikes, it is wise to correctly assess the time-line and difficulty of every refi at application. Most lock periods are required to be at least 45 if not 60++. But lock periods are just insurance policies to protect you; everyone hates to pay but it is the cost of business in a volatile market. The key is to not process to expiration date but to assess an estimated time to complete the deal. If it’s a slam dunk pick a day 3 weeks out. Tell all parties that this is the target date and that these are the actions that need to be accomplished to hit that target. All dates on a closing calendar need to be filled up like the reservation book of a popular restaurant. You know how you get a call 2x before your date to confirm you will be there? They also build a little slack in to accommodate their best customers and potential walk-ins(rush deals and redraws), while booking tight every 15 minutes. We need to maximize the slots to sell all the perishable goods and cover the overhead of bodies and buildings that are their either way. In the kitchen, there is an expediter whose job it is to maximize the order flow to the chef capacity and ability and to ensure the orders go out on time and looking good. You need that hat to be worn in your shop by someone.

Remember the general public does not understand why refinancing isn't just a paper sent in the mail to sign. They have no respect that this is a brand new stand alone loan, unassociated with the first. So you need to be exceptionally clear and direct while listening and servicing or madness and disappointment will prevail.

Be smart in how you leverage your resources. As my Grandfather used to say " Take what you can eat, but eat what you take".

December 21, 2008

Count your blessings

Well as opposed to last January, the low rates seem to be here to stay. The insanity of it all! Even when we get low rates we get a government that promises even lower rates (4.5% for everyone!) so applicants delay closings waiting for the headline to become a fact! You end up renegotiating your pipeline and lose all your money, blow through your hedges and be faced by EPO with hits galore. What a nasty business....this could be the Nantucket Sleigh Ride that kills off the remaining true mortgage bankers.

Credit lines are non-existent and held by the same companies that really hate TPO business and are the biggest competition to the mortgage bankers. These big banks are confused as to what to be. Wells and Citi have left the warehouse business and pulled back on much of their TPO. Chase and BofA seem to be still giving lines but want profitability in irrational markets. We are heading to higher levels of unemployment that will cause a torrent of buybacks that will wipe out most of the remaining mortgage bankers. Foreclosure will triple from record highs and the agencies will kill their customers by pushing it all back. Isn't ironic that now we own Fannie and Freddie, they are screwing us more than ever!

In todays dual income world you have twice the potential of losing a job in a household. This will take the 10% rate of unemployment to feel like 20%. So 2 out of every 10 loans you have done in the past will come back to haunt you, plus the effect on values will have a much longer effect. Potentially all mortgage bankers, and especially wholesalers, will not have the assets to with stand this wave of buybacks. Plus their line providers will pull their funding due to net worth and profitability requirements.

So that leaves the banks with their precious money-printing charters left to rule the world. But we all know banks fatal errors of arrogance, fear and slothfulness. They will blow it and a new world will be created where broker,banker like entities will arise again to fill the need. But that will be many years away. In the meantime, all those bad loans will still hurt the banks. We have a long list of banks already under-water that the FDIC is trying to find a partner for. That list of 50-100 will balloon to 300-600 over the next two years. A Resolution Trust Co will be created to handle the disposition of all the assets and the number of banks will shrink again by 20%.

So do you have to work for a bank now? No but it depends what your fears and concerns are. Banks can make money in other areas so they exit the mortgage business on a whim. There will always be persevering entrepreneurs who will succeed in any market, but this sea-change will keep the number greatly down. Ideally mortgage bankers using investors to buy a bank charter and start fresh is probably the best model. There are no legacy liability issues and you get the access to the treasury with good business minds driving. Problem is that Bernie Madoff just scared away the hedge/PE guys for a long while. The fear that he caused to hit the market will keep money in the sock drawer for months, if not years, to come.

So you see, I have no answers. We are shutting down our wholesale division because there are few options for them to go to. It is a shame because they are good people who are good at what they do. There either isn't enough volume to make money at 5.5% or not enough credit to handle the business at 4.75%. Dancing on the razor's edge is fun for no one.....especially all these families who work there.

So if you are in a good place, take advantage of these rates and make some money. Be smart. Be selective as to who you do business with. Take the loans only that you know will qualify and commit to you. Don't forget to take care of your referral sources though! Remember purchase by day, refi by night!

Remember your health, your family and your friends at work during these crazy times. Take any money you make and save what you can, because when rates go back up just a little, we will be faced with a trickle of business.