After 20 years in the military and buying multiple homes through Navy Federal Credit Union, I became accustomed to poor customer service, lack of communication, and just plain incompetence of their mortgage department. I believed that was "just how buying a home was". After dropping NFCU and finding Kim at FCB, our home loan went through with ease and at a full 1/2 % less than NFCU! I was amazed at how she advocated for my family and helping us buy our new home. In contrast to my previous bank (which required multiple phone calls and a week for them to call you back), she always answered her phone. Things that took weeks to get NFCU to do, FCB was able to do in a day or two. To me and my family, Kim is basically a hero!