home lending financial services department customer care for mortgages and I had a customer that was very upset she did not understand her escrow and so I went through and line by line went over escrow explained what it is and how it works she was ready to escalate to a supervisor and I was able to talk to her and explain how escrow worked she didn't understand the concept or the fact that it could go up and down so once again I went through her whole entire account with her explained what part was escrow which was her taxes and her insurance how those could move up and down and affect her payment she ended up being very happy there is a scoring system that the customers give us and she gave me a 10 which was half I was happy for that and the customer went away satisfied and I think that a lot of that was that I was not in a hurry I wanted to make sure that she did understand her mortgage because that's the biggest purchase that you make in a lifetime explained how it works with our company as well as other companies for her to compare what you know what we do and made sure that she felt heard I think that that's very important that somebody feels like you're listening to them and you care about what their problem is and how to solve it