After almost seven years in the mortgage business, Scott Musch knows that clients don’t like to be surprised. That’s why he prioritizes communication, education and preparation in his client relationships. “If we know what we are getting into and how to navigate through the whole endeavor, surprises are less likely to come up, which is where a lot of the frustration in the mortgage world can come from,” Musch explains. “Putting in some extra time and work in the beginning can give us less work and smooth sailing when things turn live.”

He gets the ball rolling with a thorough conversation to learn his clients’ goals and expectations, and then together they review financial ability to determine whether that ability matches their desire. From there, they can move forward. Throughout the process, an important part of Musch’s role is to take complex concepts, terminology and processes and distill them into language that is understandable and relatable. “Helping clients understand why things are needed or happening makes a confusing process less scary,” he says. “We will always make sure a client is doing the best thing for themselves and their families. It is not about turning and burning as many loans as possible for us. We want to give great advice and guide clients in the process.”

It may be surprising that as a member of Chase’s President’s Club, which recognizes top producers, Musch is overjoyed when a client comments that the mortgage experience “wasn’t bad at all.” He explains, “Nobody loves to go through the mortgage process, but if we can make it ‘not bad at all’ and maybe even a little educational, that is where we see a lot of repeat clients.”

This avid golfer unwinds on the links with his family. He admits that his mortgage game is much better than his golf game.