Intro to Mortgage Origination Examinations Training - July 2025

ASK OPEN - ENDED QUESTIONS Open- ended questions help gather detailed, thoughtful responses and help to uncover how and why things are done — not just what is done. Tips for asking better questions: 1. Start with 'How', 'What', 'Tell me about', or 'Describe'.

2. Avoid questions that can be answered with just 'yes' or 'no'.

3. Use follow - up prompts like: 'Can you give an example?', 'What happens if this process fails?'

4. Tailor questions to the person's role — operational vs. oversight responsibilities.

Examples of Open- Ended Questions vs. Closed - Ended Questions:

• Closed: Do you track borrower complaints? • Open: How are borrower complaints tracked and escalated internally? • Closed: Do you conduct compliance training? • Open: What does your compliance training program look like, and how is it delivered?