AAFMAA Mortgage Services

Who We Are

2023-08-16

Who’s on My AMS Mortgage Team?

Is your military family in the market for a new home? AAFMAA Mortgage Services LLC (AMS) consistently receives feedback about its outstanding customer service. The reason is simple. AMS is: Not too big, or too small. They’re just right, and staffed with experts who are able to provide our growing base of military customers with “white glove” service.

“Our people understand the military lifestyle, VA Home Loans, and the mortgage business,” says Rob Greenbaum, AMS Chief Marketing Officer. “It makes us very competitive when it comes to who to trust with your mortgage needs.

Team Approach

No matter how you discover AMS, when you get in touch with us, you’ll be connected with a knowledgeable Military Mortgage Advisor (or MMA for short).

MMAs are our licensed loan officers, also called mortgage loan originators, many of whom have a military background. They are experienced with VA Home Loans (which comprise about 60%+ of our business) and they are licensed by state. When you come to us, you’ll be assigned to an MMA with licensing in the location where you’ll be buying or refinancing. Your Advisor will ask you about your mortgage goals — where you plan to buy, your timeframe, your price range, how long you think you’ll stay in the home. Your answers will help us work with you on next steps.

The Process

When you’re ready to buy, your MMA will help you complete a loan application and then pre-qualify you for a mortgage loan. This could be handled through a conversation over the phone or in-person, and you’ll usually get your answer on the same day. This information will be used to pre-qualify you to purchase up to a certain amount. Your pre-qualification letter may be useful as you work with real estate agents and negotiate with sellers. .

Once you find a home you’d like to purchase and you make an offer on it, your Advisor will go over your loan terms with you, including the amount you’re borrowing, the interest rate, how many years you’ll have to repay, etc. If you agree to those terms, they’ll review your application and send you the federal and state disclosure forms you need to review and electronically sign before loan processing can begin. Once your disclosures are signed, your file will be sent to the Loan Setup team to order items such as an appraisal, credit supplements, verification of employment, etc.

Next, your file is sent to an Underwriter for a loan decision. After the loan is reviewed for a decision, your file is assigned to a Loan Production Assistant (LPA) to follow up on third party items. AMS LPAs come to us with years of experience handling VA Home Loans, or other mortgage products. Additionally, they undergo training as part of the AMS Operations Management Team. Lastly, your MMA may contact you at this time for any last-minute documents that may be needed to complete your mortgage loan.

Staying in Touch

AMS understands that the mortgage process can be overwhelming and confusing. Rest assured, you’ll be kept up to date every step of the way. From application to close, your Military Mortgage Advisor will keep you informed of important milestones completed and if there are any additional documents needed from you.

If you choose to apply using the AMS mobile app, you’ll have 24/7 access to your loan application and documents, and you can easily communicate with your Military Mortgage Advisor in the way you prefer.

Getting Your Feedback

As a final step, after your mortgage loan closes, AMS will ask you to complete a customer survey. “We want to know how we did and if there is anything we could have done to make the experience a better one,” explains Andrew Hicks, AMS Senior Operations Manager. “Most of the customer comments [we receive] are very positive, thanking us for keeping them in the loop during the process and how much they enjoyed working with a certain Military Mortgage Advisor.””

AMS takes customer service very seriously. Our goal is to be responsive to your needs, answer your questions, and make sure you have the best experience possible. After all, that’s what AMS is all about — providing great service and competitive mortgage products to active-duty military and Veterans who have served our country.

More Than a Mortgage

When you finance your home with AMS and become an AAFMAA Member, you’ll automatically receive a complimentary five-year Survivor Assistance Services plan* from AAFMAA. Our survivor benefits team will promptly notify government agencies and apply for all eligible benefits and entitlements on behalf of your survivors. This includes notification to Social Security, DFAS, and other insurance companies, allowing family members time to focus on other matters at their time of loss.

Additionally, as a new Member of AAFMAA, you’ll have access to your own free and secure Digital Vault. Store important paperwork, such as your DD-214, marriage and birth certificates, and copies of passports. Your AAFMAA digital vault is safe and accessible 24/7, from anywhere in the world.

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AAFMAA Mortgage Services

Who We Are