Charles Merrill 2023 500
Charles Merrill

Sr. Loan Officer / VP / Sales Manager , NMLS# 219118

Address: 301 S 10th St, Richmond, Virginia 23219
O: 804.858.8334 M: 804.370.4577 F: 804.419.2963

Your Local Industry Expert.

At C&F Mortgage, rest assured we are focused on you. C&F was built on the simple truth that when we pay attention to people and the community, we can make a difference. We are here to guide you on your pathway to home financing from start to finish.

Contact us today to learn more about the mortgage process and how we can work together on your journey to home financing.

Charles Merrill | Sr. Loan Officer / VP / Sales Manager NMLS# 219118 | 804.858.8334

Susan Sprouse | Production Assistant | 804.858.8345

Customer Reviews

  • Charles was responsive to requests, and ensured that we locked our great interest rate-- at a point in time, when rates were skyrocketing across the country.
    Jason B.
  • Efficient and thorough advice and information provided throughout the entire closing process.
    Briana Frances D.
  • Working with Charles. He takes the time to explain everything and makes you comfortable with the decisions you make about buying a home. He is always available to answer your questions and his team is amazing.
    Stacy D.
  • Charles and team communicated well and were able to deliver as indicated.
    Robert Christopher L.
  • Supportive, made the closing very easy. Was available for consultation and clarification prior to closing.
    Marion Concetta M.
  • The online forms and docu sign was super easy and efficient. The team's response time was very fast, and they were attentive to my needs. Most importantly, Charles and hisRead more
    KaLisi Jo T.
  • This process was so much easier because of Charles and Julie. I can’t say enough good about them!
    Melissa Lee C.
  • Charles took the time to explain everything to us and answer any questions we had. He made sure we knew he was on our side working for us.
    Gary F.
  • Charles was so helpful during our first home-buying experience. He patiently answered all of our questions and made us feel prepared to purchase our home.
    Eury J.
  • Great communication and fast paced
    Nasim H.
  • Great communication and timeliness.
    Robert Edward D.
  • Open and honest communication.
    Nicholas Allen M.
  • Charles is excellent at communicating and helping me understand all the steps of the process and has always been very supportive. This is the 2nd time he has helped me with my mortgage and I highly recommend Charles.
    Cynthia D.
  • Mr. Merrill did a wonderful job of sharing information clearly at all stages of our application. As a first-time homebuyer, that was very important to me. I also really appreciateRead more
    Bryan M.
  • Speed, communication, everything really.
    Aneesha R.
  • Charlie, Susan, Julie, and everyone else on the backend I didn’t get to interact with were knowledgeable and helpful getting this across the finish line. An out-of-state purchase presented uniqueRead more
    Stephen H.
  • Everyone was very helpful. They held my hand and guided me thru the process. The communication was Excellent and they went above and beyond to keep me abreast on incomingRead more
    Gwendolyn C.
  • Financing did not hold up any aspect of our home buying process
    Zachary J. R.
  • As a first time homebuyer I had a million questions and Charles and his team answered every one of them.. multiple times… to ensure I had a solid understanding of what was expected!
    Lawana Baker S.
  • Charles and his team were incredibly friendly, patient, and accommodating through our first home-buying experience. Start to finish, we felt confident and well informed as we made our way throughRead more
    Peter B.
  • Charles is wonderful! He and his team made my home purchase seemless. This is the 4th home I have bought and by far the best experience. Thank you Charles andRead more
    Patricia Ann P.
  • Charlie made us feel at ease the entire way. He has a commanding knowledge of the products he is offering and how it fits with the consumer. He has excellentRead more
    Justin Allen S.
  • The team kicked ass, plain and simple. Underwriting was a bit of a bear...but I understand the complexities of my situation and can respect their need for diligence.
    Timothy Kyle B.
  • Charles knows the mortgage business and breaks it down so the process is easily understood. I refer him to all of my clients.
    Dawn B. R.
  • Charles and C&F's team were responsive and helped close a fast deal (21 Days) without any hiccups.
    Thomas Joseph G.
  • Seamless from start to finish. No issues at all.
    Rebecca H.
  • Charles was very busy but always made time for me when he had time available. He dealt with me very honestly and told me honestly when there was something heRead more
    Won-Suk C.
  • 5 star.
    Irene V.
  • Charles Merrill, Susan Burkett, and Susan Sprouse were all VERY helpful and great people to work with. I had an absolute great experience and would recommend them anybody buying a home.
    Theodore T.
  • Charles and his team provided excellent service and went above and beyond to make sure our loan closed quickly.
    Ryan T.
  • The process is / was annoying, which is to be expected. It’s a broken system with lots of middlemen and taxes along the way. Our loan office was very pleasantRead more
    Dakota W.
  • I would like to have seen 6 stars as an option. It was the best experience I have ever had. I have had over a dozen mortgage loans in myRead more
    Andre L.
  • Nice and patient people. Great experience!
    Ellen B.
  • Very professional! Courteous and knowledgeable
    Mary Cameron F.
  • Charlie and his team made our home buying experience as stress free as it could possibly be. He explained everything we had questions on in great detail and advocated for us where we need help.
    Tyler S.
  • They made it happen to get approval for a loan and they did so very quickly and efficiently.
    Melissa B.
  • Charles and his assistant were so valuable to us and genuinely had our best interests at heart! He listened and helped guide us in the mortgage process and closing! IRead more
    Matthew B.
  • Great
    Vincent B.
  • Charles and his assistant Susan were always available to answer any questions.
    Brock A B.
  • All went smoothly
    Karol T.
  • Everything was done in a timely manner and did everything he could to complete the process
    Robert B.
  • Charles Merrill is Extremely Professional and Patient with first time home owners! Susan Sprouse was also Wonderful with guiding me in the process!
    Jaime H.
  • Fantastic job. Responsive, on task, professional
    Stephanie Y.
  • Charlie and Susan and Susan were awesome. They did everything that they could to make this work super fast. They care about what they do, and do it well.
    John W.
  • Charles was kind, patient, available, and extremely knowledgeable about the whole process. He was perfect for us as first time home buyers.
    Nicholas Harrison Z.
  • Charlie's professionalism and knowledge of the current Market place.
    Christopher Allen B.
  • Charles and his staff communicated with us on a regular basis keeping us well informed throughout the process. Additionally, the app they have works great making it easy to trackRead more
    Robert James P.
  • Charles is extremely knowledgeable, very responsive and very helpful.
    Frances K B.
  • Charles made our loan experience amazing! He was there whenever we needed him and very informative. We were able to by an incredible home that we thought we’d never getRead more
    Jennifer R. B.
  • Charles was very friendly, helpful, and knowledgeable. He made a daunting undertaking seem like something we could accomplish with ease and come out the other side happy and excited about the outcome.
    Jacob A. B.
  • Charles was great to work with and was always willing to offer great advice!
    Kevin R.
  • Charlie and his team made a complicated process smooth and simple. Exceptional team!
    Stephen C.
  • I never met Mr. Merrill face to face. However, through our phone conversations it was more like talking to a friend than a mortgage lender.
    Danny H.
  • Charles was very helpful throughout the process. He reassured me as things changed and made sure I felt comfortable with all aspects of the refinance. I appreciate him, Susan andRead more
    David E.
  • Charles Merrill & Susan Spence
    Robert V.
  • Cassie Dickerson is a Rock Star.
    Nathan A.
  • Professionals who care about their client
    Daniel B.
  • Charlie was awesome! He was straightforward, timely, efficient and provided different scenarios and explained them well in layman terms making the entire process easy and seamless.
    Ujwala W.
  • Charles was hands down the best resource I had while buying a house. He was my lifeline and voice of reason when jumping into the unknown. I consider him aRead more
    Connor H.
  • Despite the crazy file I have they patiently helped me get my purchase done. Looking forward to the rest of refinancing done
    Nicholas F.
  • Charles was great to work with! As first-time home buyers, we were very anxious and had several questions; Charles answered all of our questions thoroughly and in easy-to-understand ways. HeRead more
    Rebecca L.
  • The no pressure, relaxed communication and the ability to work with us knowing we had to wait for a few things to fall inline. I have bought 4 homes inRead more
    David L.
  • Loved all the automated options, you returned calls fast! I always understood where we were in the process!
    Roberta R.
  • Charles and his staff kept me informed throughout the entire process and answered my questions anytime of day.
    Walter K.
  • We cannot say enough great things about our experience with Charles. From talking us though the process to being patient with all of our questions, Charles was not only knowledgeableRead more
    Benjamin R.
  • Charles Merrill is thoroughly knowledgeable regarding mortgage loans and is a top-notch communicator. He effortlessly improved my loan application, saving me hundreds of dollars per month. I did not feelRead more
    Robert R.
  • Charles and his team worked so hard to get us the best rate and savings. Much appreciated
    Mary M.
  • Charles is the man! Been using him for 15 years for all my clients and about 10 personal loans for my own properties.
    Ryan S.
  • You guys did a fantastic job
    Denise C.
  • Charlie was excellent. He listened to our needs and communicated great information and guidance. Really a fantastic person to work with!
    Anthony Angelo D.
  • Mr Merrill and his associates never gave up and were even more committed to obtaining documents from my former mortgage company which were vital to my refinance. I have neverRead more
    Virginia Natalie C.
  • I love this group of people Charles was my agent and he made buying a home smooth. I also talk to some of his other associates and they were justRead more
    Robert Allen J.
  • Charles was easy to work with and made the entire process smooth and painless.
    John H.
  • Charles and his team demonstrated how much they cared for my loan personally. He, along with Julie, Susan, and the back office staff were communicative, friendly, and prompt. I hadRead more
    Myles D.
  • Excellent and prompt communication.
    Edward Keenan S.
  • Charles and his team were very responsive and helpful throughout the process. This was our first time buying a home and they broke it all down for us.
    John T H.
  • Very personable and thorough. Prompt callbacks and answered questions at any hour.
    Brian E.
  • Very responsive to all questions and got our loan done in a timely manner
    Christopher D.
  • Charles is extremely knowledgeable and was an excellent communicator throughout the process. He took the time to explain things when that was needed, but was always efficient and conscious ofRead more
    Christopher A.
  • Very helpful. Easy process
    James W.
  • Charles was very patient and helpful throughout the process and really made what can be an unpleasant experience simple and hassle free.
    Gary J.
  • Mr. Merrill was highly responsive to my needs and requests. He communicated frequently and clearly, answering any questions and addressing all concerns. The process of uploading documents was extremely efficient.Read more
    Robert D.
  • Working with Charles Merrill and his team has been a pleasant surprise! The thought of refinancing was stressful, and now I know it’s just a matter of working with theRead more
    Claudine E.
  • I was a first time homebuyer purchasing in a private sale and had many questions about the process. Charles and his company were recommended by a friend, and I couldn’tRead more
    Keith S.
  • Charles was an absolute pleasure to work with. He and his team made the whole process easy and painless. We were able to ask for his advice early on, andRead more
    Shannon K.
  • Charlie walked me through every step and took the time to explain things that I didn't feel 100 percent sure about. Submitting documents was easy and responses from his team were quick and concise! 5 star experience throughout! Thank you!
    Matthew W.
  • Working in the real estate industry, I am completely blown away at the ease of this transaction. Charlie is an expert and walked us through this process every step ofRead more
    Justin A.
  • Answer all questions and listen to my concerns
    Crystal D.
  • Great communication and responsiveness.
    Raymond V P.
  • Charles offered his assistance beyond business hours. He was able to take our calls when requested and helped us along the way through the entire process.
    Joseph Tyler N.
  • Charles gave great advice, both from a professional perspective and a personal one - he was very attentive, available, and conversational, making my second homebuying experience a breeze.
    Matthew D.
  • The communication between Charles and team was very good. They were responsive and helpful along the way.
    Kenneth A.
  • Charles and his team are very professional and easy to work with. They were happy to answer all my questions and worked with me throughout the whole process. Would highly recommend!
    Maria K.
  • Working with Charles was great. However, it seemed every time our account got handed off to someone else we had to provide the same information again. Might just be myRead more
    Michael James P.
  • Charles took the time to explain the disclosures to make sure all my questions were answered. He did additional analysis to tell me where the the price difference between theRead more
    Carver C.
  • Charles is really the big factor that made the experience great. He was always available, and had the time and patience to explain to us what our options were. AndRead more
    Zachary Douglas H.
  • Easy to work with. Appreciated quick feedback from team. Was hard to get in touch with via phone sometimes
    Lauren T.
  • Very clear about answers to my questions.
    Mary B.
  • Thank you for your efforts
    Michael Scott S.
  • 4.00
    John A.

Why C&F Mortgage?

Local Industry Expert

We’ve built our reputation as a trusted lender since 1995 by supporting 100,000+ families, closing $21+ billion in loans and earning a 98% customer satisfaction rating.

Innovative Financing Solutions

We provide the best financing options to meet your specific goals. We are equipped with the right loan solutions and years of industry expertise to enable us to exceed your expectations.

Focused on You In-Person or Online

Complete your mortgage application digitally via C&F Express or contact us directly — we are here to provide you with our undivided attention.

First-Time Buyer Specialist

Nearly half of our borrowers are buying for the first time. We are committed to helping everyone navigate the homebuying journey.

C&F University

C&F Mortgage is focused on helping all homebuyers navigate the home financing journey with ease. We’ve built robust tools and resources to allow you to expand your mortgage knowledge and build home-buying confidence.

Helpful Articles

Let’s get your home financing journey started.

Ready to get started?  

Apply Now

Have questions or need support?

How do I download the mobile app?

When your loan officer sends you the link to apply for a loan or you click on the apply now link, this is the process to start your loan and how you download the mobile app.


Enter your email address and create a password.


Click on the link in the email you receive to download the app.


Open the app in app store to download. Download the app.


After downloading the mobile app for the first time, getting signed into the app will require a small setup process. After opening up the app, the home screen will display two options: ‘Get Started’ and ‘Sign In.’ Using the ‘Sign In’ button will be used once your username and password has been setup. For first time users, we will want to select the ‘Get Started’ button to create your account profile.


After selecting ‘Get Started’ you will be taken to a screen to enter the email address you would like to use for your account profile. Be sure to check the spelling is correct and then tap on the ‘Connect’ button to proceed. If the email listed is not listed in our system, you will then be asked to provide additional information, such as your name and phone number so that we can save that data for your loan officer’s use.


If the email address provided already is recognized in our system, rather than require more information, you will be taken to a page where we will send out a verification code to the email address. The verification code can be sent either by email or text. Select the ‘Send Code’ button to get that code issued out.


After the account profile has been created and the password set, you will be directed back to the home screen. Tap on the ‘Sign In’ button to proceed with logging into your app.


Enter the email address and password in the fields provided, then tap on the ‘Sign In’ button below, which is the login credentials are correct, will take you to the home or ‘Info’ tab of the mobile app where you can then begin to use the app as needed.

What documents do I need to apply?

To provide you with an accurate pre-qualification and process your loan application, we will ask you for a variety of documentation. Please note different programs require varying documentation.

At a bare minimum to complete your initial loan application, you will need the following:

  • 30 days paystubs
  • 2 months bank statements
  • Government issued ID
  • 2 years W-2s

In addition to the list above, if you meet any of the scenarios below we will request additional documentation:

Divorced or Separated:

  • Divorce Decree and/or
  • Separation Agreement


  • 2 years tax personal tax returns
  • Based on type of self-employment, **may need business tax returns

Social Security Income:

  • 2 years 1099
  • Awards Letter

Receiving a Monetary Gift:

  • Gift Letter
  • Based on Financing type, Gift Documentation will be different

Fully Ratified Sales Contract (Purchase only) once offer is accepted:

  • Fully Ratified Sales Contract

Veteran / VA Loan:

  • DD-214 and/or
  • Statement of Service
How do I provide my bank statements?

As a part of the loan application process, we need the last 2 months of your bank statements for your loan application. There are three ways to upload your bank statements:

  • Automatically syncing your financial institution(s) within the app (ideal scenario)
  • Digital e-statement from your financial institution(s) online banking platform
  • Scanned printed statements from your financial institution(s)

Syncing within the App

When the question comes up to verify your assets, click on the “Automatic Check” option to continue.

After clicking the Automatic Check button, you will be able to select and/or search your financial institution where your checking, savings, investment and/or retirement accounts are held.

As you type, the search engine will produce a list of close matches. 


Once the login page is displayed, enter your online banking credentials to sign in. Because your security is our highest priority, your login credentials are never visible to anyone and are encrypted to ensure confidentiality.

Once AccountChek is authorized to connect to your financial institution, you will be taken to the Review and Submit page. You can click +Add Another Financial Institution to add more accounts while we finish gathering account data.

Once you have added all accounts needed to qualify for your loan, please select which accounts you would like to share by checking the checkbox to the right of each account. Once all desired accounts are Linked, click Finish & Share to complete the process! Your lender will notify you if you need to log back in and provide further information.

If you could not connect your financial institution within our automatic portal, you can provide them manually to us in the following ways:

  • Digital e-statement from your financial institution(s) online banking platform
  • Scanned printed statements from your financial institution(s)

Note: We need the actual bank statement with all pages listed, even if the last page is blank. We cannot use screenshots. We need a statement for each bank account you have.

Uploading Digital E-statement

Login to your financial institution’s online platform (preferably on your desktop)

Typically, there should be a section under your account that says “Documents” or “Statements.” Below are two examples of how it might look:

On this page, you should be able to select the statements you would like to download by either a download icon (arrow pointing down) or selecting the check box next to the two months of statements you would like to download. An example of how it might look:

When you click the download button, you will need to save these as a PDF to your computer. To save, you can do so by clicking “Save As” on the initial download or if they open on your computer you can click “File” and then “Save As.” Or, you can click the “Print” icon or “File” and then “Print” then you could change the Printer to “Save to PDF.” Example below:

Finally, login to your Simple Nexus application and upload these documents directly within your portal. Go to the “Documents” tab and upload the PDF.

Scanning Printed Statements:
To scan printed statements, please view the how-to guide below that says “How do I scan documents within the mobile app?”

How do I provide my income documentation?

As the loan application is being filled out, we need 30 days of pay stubs for your loan application.  There are three ways to upload your income documentation:

  • Automatically syncing your payroll provider within the app (ideal scenario)
  • Digital pay stub PDF from your payroll provider
  • Scanned printed pay stub

Syncing within the App

You can connect automatically within our app, or you can opt to manually enter the information.

By selecting “Automatic Check” a screen will then load where you will be presented with a search menu. You can search for your employer.

As you type, the search engine will produce a list of close matches. 

Click on your employer’s name and click Continue.

Next you will be asked to select your Payroll Provider. Click on the provider name. After reviewing permissions, click Continue to pull up the login page

Once the login page is displayed, enter your payroll provider credentials to sign in. Because your security is our highest priority, your login credentials are never visible to anyone and are encrypted to ensure confidentiality. If you do not know your login credentials, use the “reset now” link below the submit button.

If you could not connect your payroll platform within our automatic portal, you can provide the following documentation manually to us:

  • Digital pay stub PDF from your payroll provider
  • Scanned printed pay stub

Note: We need a full 30 days of pay stubs, so if the last two payroll cycles are less than 30 days, please pull an additional pay stub. We need the actual PDF download, we cannot use screenshots.

Uploading Digital Pay stub PDF

Login to your payroll provider offered by your employer, such as ADP or UKG
Find your pay statement, typically under “Pay” and “Pay History.” Pay History will allow you to capture more than one pay stub, as we need 30 days. An example of how it might look:

You should either be able to select multiple pay statements and click the download icon (arrow pointing down). Or, click into each individually and click the download icon. An example of how it might look:

When you click the download button, you will need to save these as a PDF to your computer. To save, you can do so by clicking “Save As” on the initial download or if they open on your computer you can click “File” and then “Save As.” Or, you can click the “Print” icon or “File” and then “Print” then you could change the Printer to “Save to PDF.” Example below:

Finally, login to your Simple Nexus application and upload these documents directly within your portal. Go to the “Documents” tab and upload the PDF.


Scanning Printed Pay stub:

To scan printed pay stubs, please view the how-to guide below that says “How do I scan documents within the mobile app?”


How do I scan documents within the mobile app?

Uploading required documentation for your mortgage application is necessary to ensure your loan can move forward. This process can be done in one of two ways:

  1. From the web dashboard
  2. From the mobile app

Both options are perfectly fine, but they have unique aspects to it worth mentioning. Uploading a document from a mobile device has you create the document file as you go through the process using our mobile scanner feature, whereas the Web Dashboard will require the documents already be scanned in and saved to the computer being used.

Using the Mobile App, uploading documents starts by selecting the ‘Add Document’ as shown below.

add document

From Add Document, select the option that is needed to make sure you get the document uploaded.

  • Take a Picture – Start the process of getting the document(s) to your
  • Send a File – Select a file on your phone if the document is already on the
  • Drafts & Sent – Resume sending a document that you’ve already started the process with

As we are starting the process, select the ‘Take Picture’ option. (nothing will be saved to your phone)

take picture

First you will need to name the document you are uploading. There is a list of options already you can select if you find the document name that you are uploading. If you don’t see the title of the document you are uploading, you are able to name it whatever you would like. Once the document name is intact, select ‘OK’ to continue.

click ok

A scan mode option will then be displayed. Most cases, ‘Recommended setting’ works just fine for all documents, but for color documents, such as licenses and IDs, we have a ‘Requested in Color’ option for that. Choose the scan type and click ‘OK.’

scan mode

A set of scanning instructions will be shown giving the user tips on how to properly scan the document. Your camera will then turn on letting you take the photo of the document. When you have the document fully lined up properly, select the middle button on the bottom option to take the scan.

scan crop

Once the scan is taken, there will be a cropping tool that will let you make any adjustments needed. Once the adjustments are made, select the ‘Crop’ option to continue. If you need to take a scan of the document again though, you are able to click ‘Back’ to retake the scan of the document.

scan crop back

Next will be a contrast adjustment filter to make sure the document is clearly legible. Once you can read it clearly, select ‘Done’ to finalize these edits.

adjust contrast

After completing the edits to the scan, there will be a review page where you give a final approval on the document. If the document looks great, you can click ‘Send’ to upload the document to your account profile. If the document has more than one page, you can instead click the ‘Add Page’ option to scan the next page, where you can repeat this process until you have the full document ready to upload.


Once you are done, select the ‘Send Securely’ button to upload the document. You will get a confirmation once the document has upload successfully, and you can then close out of the app, or you can instead just click the ‘OK’ button that would appear to go back to the home page of your app.

send securely

Final notes: Scanning your documents in via the app is secure. Also, the scanned documents are not saved on your phone like they would be if you take a picture and send them in via email.

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