May is Military Appreciation Month, and we’re proud to spotlight an extraordinary team that goes above and beyond to serve our VA customers.

The Team

To better support VA customers after closing, our Servicing team created a dedicated 28-member Customer Service unit—made up of Veterans and military family members—who bring both personal connection and deep VA expertise.

“It's important we step in with specialized knowledge, and that we know what to look for and how to help,” says Customer Service Manager Kristina Ferrell, whose team is currently assisting an 87-year-old Veteran by working with his Florida county to secure a tax exemption and setting up an escrow account.

Serving Those Who’ve Served

Every call begins with a reminder: the customer is speaking with a dedicated VA support representative. Once the account is verified, the customer is thanked for their service—even if it’s a spouse calling on their behalf.

Veterans are often surprised—and moved—to learn they have a team dedicated just to them. They're even more delighted when the person on the other end of the line is also a fellow servicemember.

“It’s the little things that make an impact,” says Customer Service Support Manager and Army Veteran Ryan Ebaugh. “Using the NATO Phonetic Alphabet, for example. It might seem minor, but it gives Veterans confidence in who they’re speaking with. They know we get it.”

Ryan often builds trust by sharing his story as a disabled Veteran, assuring callers it’s okay to ask for accommodations—and that the team is here to serve as a resource.

“This approach isn’t just within our Veteran support team,” Kristina adds. “Many other customer service agents have picked up the talking points so we can provide special care throughout the contact center.”

Creating Partners for Life

This team doesn’t just respond to customer calls—they also advocate. One example: proactively identifying VA accounts that may qualify for tax exemptions and reaching out so customers don’t miss out on savings. “They’re kind of amazed that we’re the ones reaching out to help reduce their payment,” says Ryan. “That kind of care goes a long way.”

Once identified, the Veteran is added to a priority dialer, ensuring future calls go straight to a dedicated agent. No holds, no transfers, just expert, personalized support.

At the Heart of it All

Our servicemembers deserve more than our thanks—they deserve exceptional care throughout the life of their loan. Kudos to this remarkable team for going beyond the call of duty to show our lasting respect and appreciation!