Questions About Your Loan?

 

Loan Servicing Team

Merchants Loan Servicing is Here to Help

As soon as you’ve closed your loan with Merchants Bank, you’re able to chat with one of our most knowledgeable and useful resources: the Loan Servicing department.

Consisting for 16 employees, the Loan Servicing department is prepared to assist you with practically any question related to your loan. Really. Keep reading to learn how Loan Servicing can help you and the top questions department experts are asked.

How to Contact Loan Servicing

Before we dive in, here is how you can reach our Loan Servicing department to ask your loan questions.

To help keep your personal information safe, the department verifies each caller’s identity and uses encrypted email services.

Meet the Team & How They Help

The department is made up of 15 full-time employees and one part-time employee. Loan Servicing has many seasoned employees; the average banking experience of the staff is 13 years and average loan servicing experience is nine years. When you call us, you’re truly talking to a loan expert.

By the numbers, Loan Servicing:

  • Receives approximately 5,000 calls per month from customers and staff who have loan questions.
  • Sends out 12,000 loan payment books every year.
  • Sends out more than 9,800 mortgage statements each month.

In addition to more FAQ questions below, the department can also help you:

  • With any questions regarding your loan payments, how payments are applied to your loan, loan payment books or billing statements.
  • Estimate an early loan pay off date if you’d like to pay extra on your loan.
  • Calculate principal payments to meet an early payoff goal.
  • Setup or change an automatic loan payment.
  • Keep track of your escrow information, from bill payments to helping distribute funds to complete repairs on the damaged property covered by insurance.

Frequently Asked Questions

Our Loan Servicing department is asked thousands of questions each month, but here are some of the most popular. Is your question not on the list? If your loan has closed, they are here to help at the email or phone number listed above.

Questions Covering All Loans (Personal, Mortgage and Business)

Q: Can I change my payment due date?
A: Only for certain types of loans:

  • Personal loans (excluding mortgages) – Contact your Lender to request changing your payment due date.
  • Mortgage loans – Due to Secondary Market requirements (of Fannie Mae and Freddie Mac), mortgage payments must be scheduled on the 1st of the month.

Q: Can you help me figure out how to pay off my loan early?
A: Yes, just call or email Loan Servicing. Make sure to include the date (either today’s date or one in the near future) and you’ll receive payoff information verbally or in statement form based on your preference.

If you plan to pay off your loan early and have automatic payments set up, please contact Loan Servicing a few days before your final loan payment. This will provide enough time to cancel your automatic payment and minimize the chances of a duplicate payment.

Q: During tax season, what kind of information can you provide about my loan?
A: Each year Loan Servicing will send you a 1098 statement, which includes much of the tax information you’ll need:

  • Interest paid on your loan for the year
  • Year-end principal balance
  • If applicable, information on the property securing the loan

If you have questions anytime throughout the year – not just at tax time – the department is always able to provide you with your current loan balance.

Q: I think my loan payment was late. When will I be assessed a late fee?
A: Mortgage loans have a 15-day grace period before late fees are assessed. Other personal loans and business loans have a 10-day grace period.

Q: My loan payment is scheduled to pull electronically after the due date each month, so why am I receiving a past due reminder?
A: When a loan payment is unpaid for at least seven days past the payment due date a payment reminder is sent as a courtesy. If you would like to avoid receiving this reminder, Loan Servicing suggests changing your automated payment to no later than five days after the payment due date.

Questions Specific to Mortgage Loans

Q: What happens to the extra money I send to the bank when I round up my mortgage payment?
A: Any additional money on top of your monthly payment is automatically applied to the principal of your loan. By applying extra money to the principal, a borrower can reduce the amount of overall interest paid on their loan.

Q: Can I make partial payments on my mortgage by making a payment twice per month?
A: Unfortunately, no. Because our mortgage loans follow Secondary Market guidelines (Fannie Mae and Freddie Mac), if we receive a partial mortgage payment, we are not allowed to keep that payment and must return it to the borrower.

Q: My monthly mortgage payment is set up for electronic payment. Can I opt out of receiving the monthly billing statement or choose to receive the statement electronically?
A: Merchants Bank is required by law to mail out monthly mortgage statements for loans with electronic payments. At this time, we do not offer mortgage statements online.

Remember, if you have any questions about your loan after it’s closed our Loan Servicing team is here to help.

To learn more about our loan options, click one of the links below:

Related Article: Why, What and How: Merchants Bank Mortgage Underwriting

Mortgage Lender Dawn Garms Promoted to Assistant Vice President at Merchants Bank in Onalaska

Dawn Garms, Mortgage Lender

Mortgage Lender Dawn Garms has been promoted to Assistant Vice President, according to Steve Christiansen, Merchants Bank President in Onalaska and La Crescent.

“Dawn’s people first attitude has helped her customers get into the homes that are right for them,” Christiansen said. “She does everything she can for her customers, and that has helped Dawn be successful.”

Garms joined Merchants in 2013, after spending a dozen years with another organization serving customers. She has consistently been one of the top mortgage lenders in the Merchants organization, building a broad referral network and consistently receiving high marks from her customers for her service to them.

“I know that buying a home can be stressful, and there are so many things for someone to think about. My goal is to take care of my customers from the start of the process to beyond the end of it,” Garms said. “If they have a question, I am there with the answer.”

Garms is an active member of the La Crosse Area Builders Association, La Crosse Area Realtors Association and La Crosse Area Chamber of Commerce, where she serves as an Ambassador. She is a graduate of Northern Iowa University, where she majored in Finance and minored in Real Estate.

Merchants Bank has 21 locations, including its location in Onalaska. Minnesota locations include La Crescent, Winona, St. Charles, Rochester, Rushford, Lanesboro, Caledonia, Spring Grove, Cannon Falls, Red Wing, Hampton, and the southern Twin Cities metropolitan suburbs of Apple Valley, Cottage Grove, Hastings, Lakeville and Rosemount. Merchants has another Wisconsin location in Eau Claire. Loans are subject to approval. Twin Cities-based Merchants Bank Equipment Finance is also a division of Merchants Bank, N.A.

Meet Tina Mueller, Mortgage Lender and Home Loan Expert

Tina MuellerGet to know Tina Mueller, Mortgage Lender at Merchants Bank in Onalaska.When did you start your banking career?

Tina: I started in 1992, and I came to Merchants Bank in Onalaska in 2005. I’ve been a personal banker, consumer loan officer, branch manager and of course a mortgage lender. I have always worked for a community bank; I believe in local decision making as key decisions are made locally by people who live and work in the community.

What is your best banking tip?

Tina: The best thing people can do is develop a good credit rating. Be diligent about spending and make your monthly payments on time. Having a major credit card from your local bank is a great way to establish credit and paying off the balance in full each month is a good way to develop a credit rating. It is important to maintain a good credit rating to have a chance at obtaining the best rates possible on loans when they go to make a major purchase like a car or a home.

My coworkers have put together a great video series on building a good credit rating: Watch here.

What’s one thing your mom or dad taught you about money?

Tina: One thing my parents taught me about money is how to save, which was huge. My first job was when I was in high school and the rule was if I was going to work, half of my pay check had to go into a savings account. I was amazed at a young age at how quickly funds would add up in a savings account. Paying yourself first and establishing a savings pattern builds discipline and good financial habits. Building savings also provides a sense of financial security and builds wealth.

If you $1,875,000 what is one FUN thing you’d do with the money?

Tina: That’s easy! I would buy a tiny place on the beach which I would share with family. I love relaxing by water and being in the sun. There is nothing better than the sound of waves crashing, birds chirping and the warm breeze blowing.

Besides money, what’s your favorite green thing?

Tina: The Green Bay Packers – Go Pack Go!

Picture your dream home. What is your favorite room and why?

Tina: My favorite room in the house is the great room. A place where the whole family can hang out together. Whether we are kicking back and enjoying great conversations, or maybe watching a Packer game while grabbing something to eat. This is the room we tend to gather in. Big windows with a nice view would make it even better.

What, Why and How: Merchants Bank Mortgage Underwriting

Mortgage Underwriting Team

Merchants Bank Underwriters (l-r): Chris Thrune, Angie Booher, Abbey Krumrie, Shelley Vondrasek, Teresa Ebersold, Lynn Corey, Shay Yackel, Kady Cada, Haley Schultz and Jenna Hartman.

Underwriting. A term you might not be familiar with, or if you are, one that brings to mind piles of documents and lots of questions. In this edition of our eNewsletter, we’re demystifying the underwriting process to help you understand why it’s important, essential and ultimately a beneficial part of the mortgage process.

“Underwriting is about assessing risk – the risk the Bank takes in loaning money, but also the risk the customer is taking by promising to pay back borrowed money. Our underwriters work hard every day to make sure applicants truly qualify for a mortgage and help guide them to smarter financial decisions,” says Underwriting Manager, Jenna Hartman.

But, first things first, where does underwriting fit in the mortgage process? Here’s a simple breakdown of the steps:

  1. Discussing Your Needs. You meet with a local lender to discuss your goals, budget and loan options. With your lender’s help, you select a home loan program.
  2. Pre-Approval Application. You apply for a mortgage pre-approval and provide the necessary paperwork to your mortgage lender. Pre-approval is a great first step to help you determine how much you can afford before you look for a house and show buyers you’re serious about purchasing a property or land.
  3. Pre-Approval Application Reviewed by Lender. The lender reviews your application and documentation.
  4. Pre-Approval Decision/Approval. After review, your lender determines if you qualify for mortgage pre-approval and how much you can afford. You’ll discuss your budget in more detail and prepare for your house search (or contractor search, if you’re building).
  5. House Hunting. Now comes the fun part! Once you have qualified, stay in touch with your lender during the building or house hunting process. Or, maybe you’ve already found the perfect home…then you’ll move on to step six.
  6. Application Reviewed by Underwriting. With the property selected, you provide additional documentation to your lender. From there, the Underwriting department at Merchants Bank, made up of nine employees based in Winona, MN, reviews your application, including all of the documentation you provided.
  7. Loan Decision/Approval. After careful review of all your documentation, the Underwriting department determines if you qualify for the home loan. The decision is communicated to you by your mortgage lender. If you are refinancing a current mortgage, you’re ready to sign papers.
  8. Buying/Building a Home. You finalize the details of the mortgage terms with your lender, who will also communicate with the realtor and/or sellers. Once terms have been agreed upon, you meet with all involved parties to sign the final paperwork.
  9. Moving In. Congratulations! Now that you’re moving in you’ll be busy making your house into a home and begin your mortgage payments. Our local Loan Servicing department will be with you throughout the repayment process to answer all your questions and help put you at ease. About a month after your loan closing, you’ll either receive your loan payment book or notice of your first automatic payment, whichever payment option you selected. If you are escrowing (putting money aside each month as part of your mortgage payment), for your property taxes and homeowner’s insurance the Loan Servicing department will pay those bills the next time they are due. Stay tuned for an article in our next eNewsletter with an inside look at Merchants Bank Loan Servicing and tips from our experts.

We’re with you from start to finish. This mortgage application process can take anywhere from a few weeks to a few months, depending on the housing market.

The important thing to note is that while there are guidelines our Underwriting department must work within when reviewing loan applications, lenders, customers and underwriters can all work together to make the process go smoothly. Communication is key and another reason having local lenders and local underwriters is so beneficial to our customers. Jenna shares two common issues that can slow the loan process and how you can avoid them.

Acquiring New Debt

“One common issue we see is applying for or acquiring new debt – like a credit card – while our team is reviewing a loan application,” says Jenna.

She recommends consulting your lender prior to taking out new debt to avoid this hiccup in the loan process. “Even if you could save 25% at a department store or on furniture for your new home – it might not be worth it. Any new debt you take on during the loan process has to be documented and could affect if you qualify for the loan.”

Moving Money Between Accounts

Jenna adds, “[w]hen you move money from account to account or bank to bank, it can make our job to verify your financial assets more difficult.”

When your money is moved between accounts or financial institutions, it makes the paper trail to track the funds harder for the Underwriting team to verify. Many people don’t realize that verifying adequate liquid assets is part of the mortgage loan approval process. It’s all a part of the education we provide our customers. This problem can also be avoided by consulting your lender before you move any money.

If you have questions about the underwriting, or any part of the mortgage process, just ask your local Merchants Bank mortgage lender.

“Everyone in the Merchants Mortgage team is working hard for you – from the lenders to those of us behind the scenes. As underwriters, we know that when we approve a loan, there are people moving into homes and making memories. It’s such a rewarding process to be a part of.”

Additional Resources:

 

 

B.J. Hamilton Joins Merchants Bank as an Assistant Vice President/Mortgage Lender

B.J. Hamilton has joined Merchants Bank in La Crescent as an Assistant Vice President/Mortgage Lender, according to Steve Christiansen, Merchants Bank President in La Crescent and Onalaska.

“B.J. has built a strong following in our area because of his commitment to meeting and exceeding the needs of his customers,” Christiansen said. “Our customers will value his knowledge of lending and benefit from his ability to make sure their needs are taken care of from start to finish.”

Hamilton had been a mortgage lender at Altra since 2013. Before that, he spent nearly ten years in Montana, both working in home lending for Montana banks and working as a project manager for a construction company.

“Merchants has impressed me since I moved to the Coulee Region. Merchants has a great reputation for taking care of its customers, and it offers a full range of mortgage products. I’m especially excited for my customers who are considering building because of our 5 percent down construction loan. That can really help them get started building right away,” Hamilton said. “Plus, I had a former co-worker that was so happy when she made the move to Merchants that I had to consider it when an opportunity was available.”

Hamilton is involved in the area. He is a member of the La Crosse Area Builders Association and the La Crosse Area Realtors Association. He is a former member of the Great Rivers United Way Funds Distribution Committee and a former Board member of the St. Thomas Child and Family Center in Great Falls, Montana.

Merchants Bank has 21 locations, including its location in La Crescent, and other Minnesota locations in Winona, St. Charles, Rochester, Rushford, Lanesboro, Caledonia, Spring Grove, Cannon Falls, Red Wing, Hampton, and the southern Twin Cities metropolitan suburbs of Apple Valley, Cottage Grove, Hastings, Lakeville and Rosemount. Merchants has Wisconsin locations in Eau Claire and Onalaska. Loans are subject to approval. Twin Cities-based Merchants Bank Equipment Finance is also a division of Merchants Bank, N.A.

Meet Mike Stangl, Mortgage Lender and Home Loan Expert

 

MikeHiking

Mike spending time enjoying one of his favorite things – the outdoors.

 

Get to know Mike Stangl, Mortgage Lender at Merchants Bank in La Crescent.

When did you start your banking career?

Mike: I started in 2001 in my hometown of Marshfield as a personal banker. Then I became an assistant branch manager and then a branch manager as well as consumer lender. I became a mortgage lender in 2007 and have been working with customers to get them into homes they love ever since.

What is your best mortgage tip?

Mike: Be prepared. When you start thinking you want to buy a house, sit down with a lender to figure out your finances and find out what your budget is. Buying a house is exciting, and I’m here to make sure you’re looking in a price range you can feel comfortable with not only during your house hunt, but after the purchase as well.

What’s one thing your mom or dad taught you about money?

Mike: Anything I learned about keeping track of my finances my mom taught me. She did tax preparation and accounting, and is always meticulous about tracking all transactions and writing it all down. I’ve definitely inherited that. I balance my checkbook daily. It has served me well and it’s a helpful hint I try to pass on to my clients too.

If you won $1,875,000, what is one FUN thing you’d do with the money?

Mike: I would splurge on some big land to run around on. I love being outside: hunting, four-wheeling, we also do some gardening, so it would be fun to have plenty of space to do all of that. Uga Mae, our dog, would probably like it too.

Besides money, what’s your favorite green thing?

Mike: Green beer! Happy St. Patrick’s Day!

Picture your dream home. What is your favorite room and why?

Mike: I require a really nice shower and kitchen. I do all the cooking, so I like to have a nice, capable space to spend that time in.

Meet Arlene Schwerzler, Mortgage Lender and Home Loan Expert

Arlene Schwerzler, Mortgage LenderGet to know Arlene Schwerzler, Mortgage Lender at Merchants Bank in Red Wing.

When did you start your banking career?

Arlene: I started banking a very long time ago. Thirty-two years. I’ve been a teller, personal loan assistant, personal banker, branch manager and mortgage lender. I started at Merchants 20 years ago, where I’ve been a mortgage lender. I’ve stayed a mortgage lender for so long because I love it. I don’t want to do anything else; it’s extremely rewarding.

What is your best banking tip?

Arlene: There are so many people involved in a real estate transaction, but the key to a successful transaction is spending time with a lender first. We’re here to help you understand all the moving parts of the process, and talk about what resources are available to you.

I am dedicated to helping customers make good decisions regarding this significant financial commitment. We’ll talk about the rewards, the risks, and where you are in relation to where you want to be. It’s important that your lender understands your unique situation.

What’s one thing your mom or dad taught you about money?

Arlene: My parents were great role models, and although it isn’t specific to money, they taught me that hard work pays off and to always do the right thing, even if it means not winning. Honesty truly is the best policy.

If you $1,875,000 what is one FUN thing you’d do with the money?

Arlene: I would most definitely take care of my kids, family and friends. If I can make someone else’s life easier or happier, that’d be the most fun I could have!

Besides money, what’s your favorite green thing?

Arlene: Plants – I love the outdoors, my garden and being outside.

Picture your dream home. What is your favorite room and why?

Arlene: It’s not really a room, but my favorite feature of a home would be gigantic windows. I love being able to see the beauty of the outdoors, even when I’m inside.