Many Veterans go through the mortgage refinance process only a handful of times in their lives, which means each transaction comes with a learning curve and real uncertainty about what to expect.
At NewDay USA, recognized by ConsumerAffairs as the Best Customer Service mortgage lender of 2026, we built our customer service model around that reality. Every Veteran who comes to us for a refinance gets a single dedicated account executive who guides them through the entire process, from the first call to closing. No handoffs. No repeating yourself. One person who knows your file, answers your questions, and is accountable for your outcome.
How NewDay USA Approaches Customer Service Differently
One Contact, Start to Finish
Many lenders route customers through different people for initial contact, processing, and closing. The result is that borrowers repeat themselves, and things can fall through the cracks.
NewDay USA operates differently. Each Veteran is paired with one account executive who stays with them from application to close. As Chief Revenue Officer (CRO) Franco Greco puts it: "We don't pass you to the next person. We have one person to really handhold each client through the process." When questions come up, there's no hold music or explanation required. The answer comes from someone who already has the context.
Leadership Sets the Standard
Customer service at NewDay USA isn't delegated to a department and forgotten. Executive Chairman Rear Admiral Thomas Lynch personally reviews customer complaints and positive feedback alike. That kind of leadership involvement changes the culture. When the people at the top are paying close attention to how individual interactions land, it signals to every member of the team that service quality is a priority.
As Greco explains: "If there's a customer complaint, he gets notified. When there's a positive customer service review, he'll message the entire company." Nobody wants to get called in for not doing the right thing, and that accountability runs through the whole NewDay process.
At NewDay USA, weekly recognition programs celebrate top performers in customer service, making excellence visible and valued across the organization.
Training Keeps Quality Consistent
NewDay's refinance account executives participate in one to two training sessions per week focused on call reviews and targeted improvement areas. Frontline managers drive these sessions, using call data to coach in real time.
A key part of that process is what Greco calls a QC review: "We're going to have a manager who's maybe been here for three to five years sit down with a new person and the whole team and listen to a call live. Then you'll practice it with your manager, so the next time you're on the phone, you're ready to answer that question."
Communication, responsiveness, and overall customer service are among the primary factors shaping the VA loan experience, and frequent coaching is how you keep those skills sharp.
Structured Communication
Account executives follow a scripted process that walks through the mortgage journey. This prevents the kind of improvised, inconsistent experiences that create confusion for borrowers. "We don't let people go and say whatever they want," says Greco.
The goal is to free up the account executive to focus on the Veteran in front of them instead of scrambling to remember what comes next. Clear structure enables genuine human connection.
Why VA Loan Specialization Changes the Service Equation
VA loans have accounted for about 7.3% of the mortgage market in 2025, meaning many lenders treat them as a secondary product. They staff for and train for conventional loans and try to handle VA loans as a subset of a broader workload.
NewDay USA is best known for our deep commitment to VA loans, which remain at the heart of our business. Our account executives work with VA guidelines every day, bringing a high level of familiarity and focus to each veteran we serve.
Greco is direct about why this matters: "If I have a business that does all mortgages and only 7 to 10% is VA, their policies and procedures are more focused on the rest of the world versus Veterans. Many companies have bad experiences with VA loans. They're not bad, they're different."
Common problems in the broader mortgage market, including misunderstood eligibility, Certificate of Eligibility delays, and appraisal issues specific to VA properties, are problems our team has seen and solved many times over.
Veterans Deserve a Lender Who Understands the Stakes
The VA home loan program is one of the most powerful financial benefits available to those who've served, with no down payment requirement and no private mortgage insurance, yet many Veterans don't fully understand how to use it or what to expect.
NewDay USA trains explicitly for that context. Empathy and clear communication aren't soft skills we acknowledge in a values statement; they're specific coaching areas because we know Veterans are navigating something important. The single-contact model helps here too, because knowing one person is managing your loan removes a major source of uncertainty. You know exactly who to call with any questions.
Want to understand more about how your VA loan benefit works? Learn more at newdayusa.com/learn.
FAQs
How does NewDay USA assign my account executive?
When you begin the loan process with NewDay USA, you're matched with a single account executive who stays with you through closing. You don't get transferred from person to person as your loan moves through processing and underwriting.
What makes NewDay USA's VA loan service different from other lenders?
NewDay USA focuses on VA loans, so every account executive is trained specifically on VA guidelines, timelines, and borrower needs. Most lenders handle VA loans as a portion of a broader product mix. Our entire operation is built around Veteran borrowers.
Does NewDay USA offer ongoing training to its account executives?
Yes. Account executives participate in one to two training sessions per week. These sessions draw on real call data reviewed by frontline managers, giving the team targeted, practical coaching rather than generic instruction.
How does NewDay USA monitor service quality across a team of 700 people?
Managers listen to calls live and provide immediate feedback. Account executives practice improved responses directly with their manager after every review, so the coaching translates into better conversations in real time.
Is the VA loan process stressful for first-time VA borrowers?
It doesn't have to be. VA loans have specific requirements, like obtaining a Certificate of Eligibility and meeting the VA's property standards, that can feel unfamiliar. Working with a lender who specializes in VA loans and gives you one dedicated contact makes the process significantly more straightforward.
