Mortgage Women Magazine Issue 4 2021

IS S U E 4 , 202 1

A MB IZ MEDI A

OPENING UP OPPORTUNITY CHRISTINA BROWN, CHIEF OPERATIONS OFFICER AT ATLANTIC BAY MORTGAGE, ON CREATING A WOMEN-FRIENDLY CULTURE

YOU ON VIDEO

SHOW IT, DON’T JUST SAY IT

INSIDE: MORTGAGE MOMS ON THEIR WORKCATIONS > PAGE 4 GETTING BACK TO NORMAL BUSINESS > PAGE 11 A PUBL ICAT ION OF AMERICAN BUSINESS M EDIA

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Quicken Loans, 1050 Woodward Ave., Detroit, MI 48226-1906

NMLS #3030

IS S U E 4 , 202 1

A MB IZ MEDI A

OPENING UP OPPORTUNITY CHRISTINA BROWN, CHIEF OPERATIONS OFFICER AT ATLANTIC BAY MORTGAGE, ON CREATING A WOMEN-FRIENDLY CULTURE

YOU ON VIDEO

SHOW IT, DON’T JUST SAY IT

INSIDE: MORTGAGE MOMS ON THEIR WORKCATIONS > PAGE 4 GETTING BACK TO NORMAL BUSINESS > PAGE 11 A PUBL ICAT ION OF AMERICAN BUSINESS M EDIA

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L E T T E R F R O M T H E E D I TO R

OUR MISSION Mortgage Women Magazine is dedicated to providing quality informational/educational content that betters women in the mortgage process at every step. The content is oriented to help women progress their understanding of the residential mortgage banking business and develop their skills at improving efficiency, effectiveness and profitability at all levels.

CEO, PUBLISHER & EDITOR Vincent M. Valvo ASSOCIATE PUBLISHER Beverly Bolnick MANAGING EDITOR Kelly Hendricks EDITOR David Krechevsky SENIOR CONTRIBUTING EDITOR Keith Griffin STAFF WRITER Katie Jensen DIRECTOR OF STRATEGIC GROWTH Alison Valvo GRAPHIC DESIGN MANAGER Christopher Wallace

Connecting To Connections

I

was recently in Las Vegas at the Originator Connect conference and I must admit I was a little apprehensive about going to a large-scale conference. Over two thousand people in a conference center with a pandemic raging can cause most people to take pause. However, once I checked in, masked up, and walked around, I quickly realized just how much I missed gathering and sharing ideas with my peers.

It was uplifting to listen to the speakers, network with industry partners from around the country, and discuss ways to improve our business. Session after session I Kelly heard new ways to find the balance in our lives so that Hendricks we can spend more time with our families. As women, we so often struggle to find the balance between the pursuit of our career goals and family. I hope in this issue you will find ways to get one step closer to finding that balance.

As we make our way into fall, I hope that you will find time to reach out to your mentor, career coach, or co-worker, or attend that conference and further your goals and find your balance.

MARKETING MANAGER Michael Castro GRAPHIC DESIGNER Stacy Murray USER EXPERIENCE DESIGNER Billy Valvo ONLINE CONTENT DIRECTOR Navindra Persaud MARKETING & EVENTS ASSOCIATE Melissa Pianin

Kelly Hendricks Managing Editor Mortgage Women Magazine

Morgage Women Magazine welcomes your feedback. If you have comments, questions, criticisms, praise, or information to share with us and our readers, please write us at Khendricks@ambizmedia.com.

HEAD OF ENGAGEMENT AND OUTREACH Andrew Berman FOUNDING PUBLISHER Ben Slayton www.ambizmedia.com

© 2021 American Business Media LLC All rights reserved. Mortgage Women Magazine is a trademark of American Business Media LLC. No part of this publication may be reproduced in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher. Advertising, editorial and production inquiries should be directed to: American Business Media LLC 345 North Main St., Suite 313, West Hartford, CT 06117 Phone: (860) 719-1991 | info@ambizmedia.com

MORTGAGE WOMEN MAGAZINE • Issue 4, 2021

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Mortgage Moms

By ASHLEY GRAVANO Mortgage Women Magazine Contributing Writer

Vacation or Workcation?

I

f I were in a room with all of you and asked who completely unplugs for vacation, how many of you would raise your hand? I would guess less than 25%. I personally prefer workcation!

We see photos on Facebook and Instagram, we “pin” articles on Pinterest of places to add to your bucket list. We create these fantastic itineraries. Time away from the office is to relax and see the world. Your mind and body need that time off, yet so many of us still take the work with us.

Back in the day there was no way to check-in with the office. No Slack, TEAMS, or email. When you returned to work after your much-deserved time off, you caught up. Today, most jobs allow you to stay connected and “work from anywhere.” Is that a blessing or a curse? There is no right or wrong answer.

Here is what our Mortgage Mom’s had to say in this issue — majority ruled

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Ashley Gravano

with Workcations!

“I love what I do and vacation better when everything is running smoothly.

There’s no right answer in my book and it’s a choice we actively make in accordance with what brings us peace of mind. It’s all about fine tuning that balance and really being present with whatever I’m focused on at that moment, be it enjoying the beach with my family or catching up on work in the hotel room. Now pass me a cool drink as I daydream about that beach!” Laila Kahn, AVP Marketing and Communications with Guidance Residential.

“I was a 100% ‘workcationer’ until last summer, when my family went for over a week to a remote cabin with no TV and no promises of a functioning Wi-Fi signal. I had no

choice but to disconnect from work and — shocker — nothing catastrophic happened! I didn’t even have that much backlogged email to slog through. The biggest eye-opener was how I could physically feel my body relax over the course of that week and, in direct relation, watch my stress level decrease. I now know that workcations are a big lie (like multitasking): you end up neither really focusing on work nor truly vacationing. I will still take urgent phone calls on vacation, but in order for me to perform at my best when I return to work, I need to have an actual vacation to recharge.” Jen Smith, Senior Advisor with STRATMOR Group “Workcation allows you to change your view and probably find some peace (maybe working remote looking at the beach) while unwinding for dinner in a different town/food scene perhaps with your family/friends.

Luxury of not coming back to email 100%WomenOwnedACTAppraisalR3-OL.pdf

Today, most jobs allow you to stay connected and “work from anywhere.” Is that a blessing or a curse? There is no right or wrong answer. jail or unexpected issues.” Sherry Graziano, Head of Digital Commerce with Truist If you choose a workcation: Create balance and set boundaries.

• Set a timer. That quick check-in can quickly turn into an hour (or more).

• Schedule work time.

• Take only urgent calls.

• Make sure your employees or coworkers understand your schedule.

• If you choose vacation: Truly disconnect.

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• L eave the country or head to a place without Wi-Fi access.

• L eave your laptop at home.

• Temporarily delete your work email app on your cell phone.

• Let all calls go to voicemail and call the person back if it cannot wait.

• Set your out of office on your phone and email with clear instructions for those trying to reach you.

Whatever option you choose, enjoy those moments away and take lots of pictures! YOLO, right?! n

10:30 AM

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MORTGAGE WOMEN MAGAZINE • Issue 4, 2021

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Howdy, Houston!

Get excited about live events! Join your community of mortgage professionals at the Lone Star State’s largest mortgage event, The Texas Mortgage Roundup. Don’t miss out on our lineup of engaging events centered around networking, skill-building, and having a great time with your peers at our mid-year edition in Dallas.

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D E V E LO P I N G YO U R B R A N D

Video & You

By LAUREN RICHARDS ROSENFARB, Special To Mortgage Women Magazine

V

ideo isn’t for everyone, but if you’re a loan originator, it’s likely for you. Like most American professionals, you probably spend the vast majority of your work day writing emails. Maybe you’re a modern-day Jane Austen or the next J.K. Rowling, infusing every email with entertaining prose and surprise endings, but that’s not why you went into sales. You shine in person. Don’t hide your interpersonal skills by QWERTY’ing away your day.

If you want to simulate the in-person experience to market more effectively and deliver a better customer experience, video is your tool.

Using video to communicate is easier than you may think. It doesn’t require special equipment, a zany personality, or public speaking experience — just you and your smartphone, webcam, or whatever equipment you may have. You are your

What makes video communication so effective? Trust. More so than any other medium, repeated exposure through authentic video content can garner your audience’s trust, as well as their affinity, comprehension of your message, and feeling of being truly understood.

CREATE EXPOSURE

Lauren Richards Rosenfarb is director of marketing at Delmar Mortgage.

own best sales tool, and video puts you, the messenger, back into your message.

When you can’t be with your clients in person, digital proximity is the next best way to show up and connect. So create a video. Then create more and more.

Frequent exposure makes you more approachable and even likeable, like a song that you were first ambivalent about but grew to love. Social psychologists call this the mereexposure effect. The more familiar we become, the more our affinity grows.

For years, news anchors achieved this CONTINUED ON PAGE 8

MORTGAGE WOMEN MAGAZINE • Issue 4, 2021

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VIDEO & YOU CONTINUED FROM PAGE 7

effect, creating rapport with their television audiences every evening on the six o’clock news. You’ll know you’ve achieved a similar tie to your audience when you meet someone from your online community and she says, “I feel as if I already know you.”

How do you create exposure after you’ve made a video? You can always post to your website, blog, or YouTube channel. But since it’s easier to foster existing relationships than it is to chase down new leads, prioritize distribution directly to your community and database via social media or email. To make an even more personalized connection, you can distribute one-to-one videos through email or text. Look into personalized video services such as VidYard or BombBomb to streamline the process.

GIVE YOURSELF

Although one of the goals of video marketing is to create exposure for yourself, you’re also giving yourself — your time, presence, personality, emotions, and vulnerability — in order to educate and connect with your viewers.

Unlike the written word, which has been around for a relatively short time in human history, nonverbal communication has evolutionary depth. It’s less laborious and subject to personal interpretation. Our tone of voice, facial expressions, and body language, along with our focused attention and presence, deliver nuance and emotional tone. When people can see your expressions and hear your voice, your message becomes better understood.

But how do you unmask and tap into your genuine self?

Show your personality. After all, you are your own brand. Remind people of your personal values and your value

to them by communicating with your whole self. Injecting your energy and other intangibles that are often hidden in black and white text will knock down barriers and reveal the person behind your services.

Show your feelings. Video delivers the more impactful emotions such as empathy and gratitude that are harder to communicate. Go unscripted. An outline can be helpful, but speak from the heart and acknowledge your audience’s desires, pains, and successes. Any time you receive feedback, try to peel back the onion until you discover the underlying why.

Let’s say your clients tell you they are unbelievably excited to move into their new home. Find out why. So that our growing family has enough room and our kids can play outside and attend good schools. Why? Our kids will have a better life, one we didn’t have. Why? So that they can be the best that they can be, and our strong desires to be good parents are met.

Now you have a better understanding and empathetic messaging that can reach others in your community.

Be vulnerable. It’s nerve-racking to know people are giving you their time.

You want to excel for them, and the fear of rejection is real. Letting yourself be seen and your voice be heard is hard. But as Brené Brown says, mindful presenters need the courage to be imperfect and the willingness to let go of who they think they should be.

And it’s not all one-sided. Opening up and letting your guard down draws you closer to your audience and makes them more likely to engage in two-way communication.

Show your personality.

After all, you are your own brand.

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RELEVANT VIDEO IDEAS

Repeat exposure and authenticity will take you far, but not if your audience stops watching. Think about what content is relevant and engaging.

Ask your community. Then use video exposure as the start of a conversation that always leaves your audience better off. Constantly ask yourself: What’s in it for them?

With the above framework in mind, here are some video examples to get you started: • Touch points: Create a list of every lead and client touch point and decide if a video explanation would be more effective than a text email.

• Upgraded Q&A: List the three to seven most common questions you receive. Then really answer those questions in a video. Imagine you’re a teacher whose purpose is exclusively to educate your community.

• Event invitations and announcements: Build excitement and let your audience know how your news can help them.

• Process explainers: Use screen and webcam recorder software, such as Vimeo Record or Snagit, to walk your clients through applications or online forms.

• Asking for reviews: This is particularly powerful with a personal, one-to-one video request.

• Saying thank you: Express your gratitude fully.

• Delivering bad news: Empathy or an apology is much easier to convey when people can see your face and hear your voice.

• Holiday greetings: Deliver a fun alternative to the traditional greeting card and ask your community to share their holiday plans.

You and your videos don’t have to be perfect. Remember, people aren’t hanging on to every word, but they know and remember how you make them feel. So be your genuine, authentic self and hit the record button. n Lauren Richards Rosenfarb is director of marketing at Delmar Mortgage.

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What is your biggest piece of advice when it comes to retaining talent during this new normal?

What are the pros and cons of retaining talent for Stearns during the new normal?

How do you see retaining talent evolving in a post-COVID world moving forward?

It is important to give people a place to call home where they have an opportunity to grow. I try to engage with my team not only on a work basis, but on Kathi Lauduski, a more personal SVP Wholesale level to help make Operations them feel wanted instead of just another number. By doing this it shows that we care about the individual as much as we care about the employee.

I also try to keep them engaged with creative activities and contests, which helps boost morale and motivation that is often lacking in a lonely remote work environment. Setting goals with rewards, hosting themed virtual social events, and collaborating on fun projects can go a long way to keeping your team happy.

Upon pivoting to a remote work environment, we had to prioritize transparency and communication throughout the channel, which became essential in helping us hire Denise Tragale and retain the RVP— East Division best talent in the industry. It allowed us to conduct online surveys regularly to gauge our employees by providing them with an online forum so that they can provide feedback and voice their opinions. This has been vital in keeping our team members appreciated and involved, as well as empowering them with the autonomy to take ownership of tasks, decisions, work/life balance, and business outcomes that come with working in a virtual environment. On the other hand, staying connected in a remote setting tends to pull your time and attention in a multitude of directions. You need to make sure that you find a balance and manage your time wisely to not leave any one of your team members behind.

Once the pandemic is over, companies will begin to either return to the office or continue to work virtually. One of the main things I have learned this past year is that Karla Scheibelhut being flexible VP Wholesale whenever possible Business Initiatives has become a more valuable component than ever. Our goal should be to empower our employees to become the best they can be, whether that be in an office setting or at home. We need to understand that everyone has their preferences, and in order to retain our talent we ensure that we evaluate and listen to our employees on how they feel and what environment they feel they are most comfortable and productive in moving forward.

To learn more about Stearns visit us at StearnsWholesale.com or follow us on LinkedIn and Twitter.

ASK THE

EXPERTS WITH

SUE WOODARD

GETTING BACK OUT THERE

D

are we say it, that certain parts of our lives are beginning to feel … normal again? It’s true. Live, in-person conferences are being scheduled, we’re seeing faces in our offices, and business travel is ramping back up as well. Heck, I even got to travel to hug a customer last month and it was the first time in over a year.

For this issue of Ask The Experts, I checked in with a wonderful group of road warriors, executives, and powerhouses to find out how they were looking at the world these days, how the pandemic shifted their thinking, and what their best advice is for the year ahead.

My own best advice as we get back out there in the world? Operate with extreme grace and respect, and don’t make assumptions about others based on what their own comfort level is, or is not. We are all on our own journey back to normal, and the path won’t look the same for everyone. Here’s more wisdom on that front …

KAREN DEIS

President, Speaker, Author MortgageWomenSpeakers.com Ask yourself these two questions: When it comes time to “getting back to business,” will it be business as “usual” or business “unusual”? During the pandemic, you had to reinvent the way you did business. This may be your once-in-a-lifetime chance to continue your business and personal transformation. Go crazy. Write down wild marketing ideas to connect with agents, builders and consumers. The vacation you’ve always dreamed of. If you want to transform yourself (weight loss, hair/makeup change). Then share your ideas with a nonjudgmental coach or mentor to help turn those “unusual” ideas into more business, more self-esteem, and more joy in your life.

GINGER BELL

Founder of Edumarketing I took the stage for the first time in over 12 months this month. Hard to believe it! It was exhilarating, but also very different. Here’s what I’ve learned about traveling in our new world.

1. Plan on extra time for everything!

It’s one thing we have gotten used to with shutdowns, but it seems as though it has continued as businesses are opening up. It takes much longer to get onto planes because they allow only so many people in line at a time.

Also, hotels are short staffed, so you have to wait longer for check in, too.

2. Make a travel care package.

You get served only water and a cracker or two on flights now, so having snacks that are easy to eat are CONTINUED ON PAGE 12

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KAREN DEIS

GINGER BELL

CHRISTY SOUKHAMNEUT

LAURA MARTELL

ASK THE EXPERTS

cautiously optimistic about clinking glasses with friends and colleagues again very soon.

important. I’m packing nuts, energy bars, and M&Ms. Yes, I know they are not on the diet list, but they are easy to eat when you can only pop one thing in your mouth as you take down your mask. I’d also recommend packing several masks; trust me on this one! I started my last plane ride sneezing directly into my mask. Thank goodness I had two more packed in my travel bag! Be sure to include a small spray bottle of disinfectant to spray your table, arm rests, and seatbelt. I spray, then follow up with a sanitizing cloth wipe.

3. Bring along a tube of acne treatment.

I never thought I’d have to travel with acne treatment, but after wearing a mask for eightplus hours, my face broke out like I was 15 again. You can find a simple solution like Differin at Target, and it works wonders.

Travel is not as bad as you think it is when you are prepared. It may be a while before we can get back to how things were pre-COVID, but for now, it is not that bad, and it gives us the opportunity to start getting back

LAURA MARTELL

CONTINUED FROM PAGE 11

together again.

CHRISTY SOUKHAMNEUT

Chief of Staff and Director of Mortgage Strategic Initiatives, Flagstar Bank Because we haven’t been gathering at conferences, I’ve stepped up the different ways I can connect with customers via social media, emails and video conferencing and taking advantage of opportunities to share information. I’ve also looked for alternative ways to stimulate my mind and feed my soul. It turned out to be the perfect time to get my CMB, find some online art classes, snuggle up with some great books, and dive into the MasterClass by David Rogier and The Great Courses from the Teaching Company. While these classes aren’t directly related to the mortgage industry, they do get me thinking about innovation and ways I can better serve my customers. Still, if the past year has taught me anything, it’s that nothing replaces face-to-face interaction. I’m

Operate with extreme grace and respect, and don’t make assumptions about others based on what their own comfort level is, or is not.

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Executive Vice President, Mountain West Financial, Inc. The “new normal” … how many times have you heard that phrase in the last year? Normal sounds like such a mundane moment in time, when in reality, we’re living in a future chapter of a history book. We are still forging new paths and those who adapt will benefit for years to come. Moving forward, I believe we will network, connect and interact with people using the same methodology as we do when examining our customer experiences. We will meet and work with people in the ways in which they are comfortable and using the methods and technology that align with it. Whether face-toface, 6 feet apart, screen-to-screen, or some hybrid variation, we need to continue focusing on creating and fostering genuine connections — authenticity is the new normal.

JELAIRE GRILLO

Customer Relationship Manager, National Sales Support Team, Prosperity Home Mortgage LLC I remember my last trip in 2020.

I flew out to Connecticut to train a group of Mortgage Consultants and I remember sitting in the airport — it was quiet, some people were wearing masks, and I remember thinking — I wonder if this is my last trip? Turns out it was, and I had no idea how much I would miss it. Now that we are a year in, I have not been back out in the field yet, but I am hearing

JELAIRE GRILLO

RIO HERBIK

rumblings that we are starting back up and I could not be more excited! There is nothing I love more than being in person with people — talking, training and getting to know them. I love everything about it and if this year has taught me anything, it is the value of human connection. Now don’t get me wrong — I have been connecting with people — maybe even more so than I was pre-pandemic and even though it is not the same as in person — I have managed to build some amazing relationships with people during this virtual time. Going virtual has forced us to get creative with how we interact with our peers, our partners and our clients. Which requires people to take a step outside their comfort zones and I have to say, I have loved watching this transformation. At PHM, we saw so many people move from the mindset of “I am not comfortable with using video” to “I love video and it has helped me to bridge the gap with my partners and client.” So as we move into some sort of normalcy, my hope is that we will continue to get creative in how we build and maintain relationships while getting the opportunity to be back in person again.

RIO HERBIK

Director of Digital Content, OVM Financial At OVM Financial, the business has not stopped. Instead, it kept moving at lightning speed. 2020 was a record year for our company, and we’ve had to shift, adjust, and refocus without missing a beat. There was (and there still is) an on-going learning curve.

However, no matter the challenge, we put our heads together, problemsolve to pull through for our clients and partners. Our office implemented

COLEEN BOGLE

COVID-friendly protocols and working from home became a reality.

Our annual awards ceremony went virtual this year, and we’ve created a #TeamOVM Facebook group with weekly challenges and prizes to keep the remote team connected and engaged. Conferences have also shifted to the virtual space, which has been fantastic because they are more accessible to team members who would like to attend but do not have the flexibility to travel at a whim. Overall, it has been a whirlwind of a year, and I wouldn’t have wanted to go through it with any other team.

COLEEN BOGLE

Vice President of Marketing, Draper and Kramer Mortgage I travel frequently in a nonpandemic world, so it’s been challenging not seeing my marketing crew, leadership team friends and industry colleagues. Virtual conferences keep my attention

span if they’re interactive, but I’m eager to get back to inperson events.

I’ve traveled three times over the last year, taking many precautions, including lots of hand sanitizer, N-95 masks and limiting physical contact. I don’t regret it as nothing compares to face-to-face interaction.

Microsoft Teams has been a gamechanger — I’ve gotten to know my pandemic hires, meet new LOs and connect with my CEO with ease. I host regular team “hangouts” where we play games and share personal stories which allows us to take a break from the daily grind. As far as getting fully “back to business,” I can’t wait until normalcy returns.

This has been an incredible and challenging learning experience that has made me a better manager. n Sue Woodard brings 30 years of mortgage industry experience, strategic vision and leadership to her role as Senior Advisor at Statmor Group. Her focus is on helping lenders achieve greater productivity and long-term success. Sue started her career as a processor, became a top originator, then leveraged her knowledge to become a highly acclaimed industry speaker, subject matter expert and technology executive.

MORTGAGE WOMEN MAGAZINE • Issue 4, 2021

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TRAILBLAZERS BLAZING A PATH …

RAISING THE BAR

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Be The Boss You Always Wanted How Chrissy Brown of Atlantic Bay Mortgage balances life and work

A

By LAURA

www.mortgagewomenmagazine.com

BRANDAO, Mortgage Women Magazine Contributing Writer trailblazer is a pioneer who is considered a first in their area of expertise. As leaders, they point the way, take the risks, and change the world. They have a vision for a different future, a faith that turns their dreams into reality and a determination that cuts through barriers and obstacles. I had the honor and pleasure of interviewing Chrissy Brown, the chief operations officer at Atlantic Bay Mortgage Group.

TR AILBL A ZERS

receptionist in a mortgage broker shop, a threeperson shop.

This was that pivotal moment that brought me into the mortgage industry.

The great thing about working at a small broker shop was that they taught me everything — how to process, send loans to lenders — I learned the entire process from start to finish. After six months I realized that I really enjoyed helping families.

It’s interesting that my father has been doing mortgages for 35 years. In fact, most of my neighborhood at that time were in mortgages. My neighbor across the street was Toby Harris, the owner of Movement Mortgage.

Christina Zotzmann Brown serves as the chief operations officer for Atlantic Bay Mortgage Group. ABMG is a regional IMB with brick-and-mortar in nine states along the East Coast. Brown has 24 years of experience in many facets of our industry, including, but not limited to, originating, closing, processing, underwriting, and many post-closing functions. She oversees all of the loan manufacturing processes for ABMG. Within the last year she has completed her Certified Mortgage Banker (CMB) designation, as well as her Accredited Mortgage Professional & Certified Residential Underwriter designation. She is the mother of a 5-year-old boy and resides in Virginia Beach, Va.

Once you started doing mortgages did you stop traveling overseas and volunteering?

Chrissy, tell us about your mortgage journey.

How did you come into the industry?

CB: I graduated high school early, I felt like I had to get my life started. I made a very wild move at 18 years old and moved to Toronto Canada. I went to bible college and I realized that I wanted to go change the world. It was important to me to bring clean water to the villages, hold those babies, build orphanages and truly make a difference. I even went to Haiti in 1997 for a little bit, which was very, very difficult — no electricity, no water. I had to learn to live without.

I stayed there for a six-month period and then I returned to the United States. At that time, I had to make a big decision: was I going to stay in the U.S. or go back to the third world?

While I was trying to figure out my next steps, I needed a job, so I went to a temp agency and they placed me as a

CB: No. I still had a yearning to make a difference in the world, so I transitioned into at-risk youth care. I mentored about 13 young women from an outreach local Laura Brandao, neighborhood. I Mortgage Women Magazine started to realize Contributing Writer that I could still follow my passion and help bring families home in the United States.

I recognized my purpose and understand that we can all change the world. My journey has meant so many things to me over time. I remember one time taking kids from average U.S. neighborhoods over to Africa with me to help assist at some squatter camps and orphanages. It was really interesting to see that kind of experience, someone growing up under the poverty level into the squatter camps.

I remember my 30th birthday, I started questioning myself and my life. I almost felt guilty working in mortgages because I didn’t think I was making a big enough impact on the world. I was searching for more to tie in my passion.

I used my vacation time to go to Africa a few times, but as time progressed I moved into leadership roles within the CONTINUED ON PAGE 18

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industry and that’s when it hit me! I am changing the world every single day by helping my team to bring families home.

As leaders we make an impact on others every single day. It is such an honor to serve and to mold others into their best selves by putting them into the right roles and providing them with the tools and training they need to be a success. We all know that when we are happy at work it carries over to our personal lives and the ripple of impact continues through their families.

Chrissy, what did you do from a leader standpoint to be that guiding force for your team?

CB: My leadership style is transparency and honesty; I never try to pretend that I’m perfect or I have it all together. I make as many mistakes as the next person and I like to be vocal about those to my staff. I want them to be aware of my wins and my losses, because every step as a leader you have to give those around you permission to be themselves. Remember, they’re watching what you do. I’ve had leaders that never take a day off; this sends a message to your team that it’s not OK to take a day off and it causes a level of guilt and resentment.

What was the best piece of advice you ever received?

CB: One of the best pieces of advice I ever received was, “Be the boss you always wanted.” Who is that person to you? What would that look like? I have learned so much about permissions. You need to give your folks permission to make mistakes.

But in order for you to say, “it’s okay if you make an error,” you have to be transparent with them. I remember recently, I was working on something and was 99.9% sure I was accurate, but I told somebody to double-check me. I thought I was right, and the lady that double-checked me came back and personally off to the side said, “Hey, you were wrong. How are we going to do this? How are we going to tell everyone what the correct answer is without letting them know?” I said, “Oh that’s wonderful. I was wrong?

Tell everyone, I was wrong.” Because that validates me, I look for opportunities to give them permission to say it’s OK.

Be the boss you always wanted.

Where do you see yourself and women in general in the industry over the next five years?

CB: I think the women part is really interesting and I want to share a story with you. I’ve been at Atlantic Bay for 10 years.

Atlantic Bay has a very special culture. I believe that if you are good at what you do and you work hard, that’s what you are and you’re never judged based on your previous mistakes.

Atlantic Bay brings out the best in everyone because you don’t have to think about changing who you are to fit in. Be

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you and grow everyday so you can be your best self. We hold each other accountable to make sure that we are not making assumptions, and if we recognize that someone is making an assumption based on opinion versus fact we speak up and adjust because our culture and our team is a top priority for us.

I remember being at one of my first conferences years ago, I was now part of the executive team, and a woman turned to me and said, “Isn’t it so great that we have a seat at the table?” I was dumbfounded, thinking what does that mean? She went on to say, “We’re women and we have a seat at the table as executives.”

At that moment it hit me! I am so fortunate, the fact that I’m a woman has never even crossed my mind. It was always based on my merit and always based on my abilities.

As I start to network outside of my company, I now realize that there are some amazing women leaders out there. I was at the executive roundtable in Miami in April and I was the only woman at the table.

I think that there is a lot to be said about why women still only hold 20% of the C-suite positions. I think that it’s so important that we learn how to open up different opportunities. By nature, we don’t necessarily respond to situations the way that we should. A lot of that comes from going into situations with a high level of confidence. I think that as an industry, and really corporate America, we need more women. I love the quote by Warren Buffett that says, he’s only so successful because he only made it competing with half the population, right? I love that. But I think that if you look at companies that have a very healthy and strong leadership you know that it is divided by different races and genders. Diversity, 50%.

Do you think it’s important for women mortgage professionals to network and self-promote?

CB: YES! Women tend to stand back when it feels uncomfortable, and we have a tough time taking credit or celebrating a win. It is just the nature of a woman to say, “well, it wasn’t just me, it was my team. It wasn’t this or that, you know, thank you.” I think there’s still a lot of confidence that needs bolstering; give yourself permission and then you can be confident without being cocky.

You don’t have to be this humble little thing all the time in an effort to not appear arrogant. I think that there’s so many things we can learn but, I’m a single mother, I have a 5-yearold. Kindergarten’s coming this year, but just the challenges of being a woman in business and very dedicated and passionate to what I do and then that balance of being a mother and kind of what the world says I should be like. Right? I dread Valentine’s Day, because I am being compared to the moms that send their kids with the cute little bags with little bows on them and mine are just plain. I have to learn not to feel guilty; maybe I’m not the room mother of the year and that’s OK. My child is seeing something different; he’s seeing hard work and dedication and I’m balanced for him.

Chrissy, thank you for sharing this with us. Let me ask you, how did you come to grips with that because, whether it’s that situation or another, I think every working mom in the mortgage industry has that level of guilt for one reason or another. So, how do you balance that and how did you get yourself to that place? Because I have to believe you didn’t always feel that way.

CB: I had to learn how to navigate through the guilt, navigate through saying to my 3-month-old, “I’m leaving to go to a Fannie Mae conference.” I try to remember that there are women that serve our country every single day. They are apart from their babies and their children for a very long time and their kids are all fine. The goal is to raise healthy individuals; it’s not necessarily that you have to be that person and be perfect at everything. They need to feel loved. They need to know that in the moments where it matters and where they need you, that you’re there. And then everything else, I think it’s not a bad thing to instill hard work and ambition and some of those other things, but the guilt is real. The guilt, I still struggle with. I mean it’s just … mom shaming is a thing.

Please share with us, your experience with mom shaming?

CB: Unfortunately, it’s a real thing. Especially if you have a baby; gosh, they won’t tell you everything you’re doing wrong or right. So, I think it’s just a matter of going back to that confidence, going back to that permission. I’m okay with the fact that this is because, if you look back, I think the generation before me and maybe the one right between that one and the one before, you know women started working. Right? Women were working, they’re doing their thing and then they started coming to this place where they’re like handling both ways.

Therefore, any good mom would choose her family. Right?

I mean, what kind of monster doesn’t choose her family? And so that’s where you start to see the women stop growing in their career; they stop. I think that the studies say that you get to … women usually get to bottom manager and they bail out because they’re still trying to carry both things, and it’s just impossible.

So, what’s your advice to our readers? How can they balance both?

CB: I think it’s vital for you to choose a company that works with your home life. Think carefully when you are selecting a company, because you need to have some flexibility. I’m very blessed to work in an organization where our owners are very much about family. So, if my child is sick I know that I can work remotely and not have to scramble to find a daycare CONTINUED ON PAGE 20

Felisha Junge

as the #1 Mortgage Lender in Iowa.

In 2020, Felisha closed 870 first mortgage loans for a total of $180 million.

MORTGAGE WOMEN MAGAZINE • Issue 4, 2021

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solution. I think just finding a work-life balance is no longer a thing for me; it is work-life integration. How do we integrate both pieces, because as I’m sure you’re always on; there’s no day off. So, how do you balance that out, and it’s really just taking that permission and the confidence to say, “this is important; this is not.” We live in this or that world. You’ve got to choose. And, it’s being OK with saying to your household, “I can’t be everything.” Inherently, I feel like I should be everything, but I cannot be everything. So, this is where we’re at as a household and this is what we’re going to do.

I think as women we are leaders of many parts of our lives, our families, our teams, our neighborhoods, and friends. This requires a lot of different integrations, especially your children are young so partnering with a company that is aligned with your personal life is very important. Do you agree?

CB: Yes, let me give you an example. I was in Miami for a roundtable, and I was supposed to be in Phoenix for our Advisory Council, and then the next week was Memphis. I ended up not going to Phoenix because of a family emergency, but I remember calling my boss when I was setting up in Memphis and said, “I would love to go. I think it’d be a great opportunity, but I’m taking my kid with me.” You have to learn to ask for what you need and integrate it in, you have to also work for an organization that understands that; we promote that. Years ago our industry didn’t accept or acknowledge work-life integration. Companies didn’t recognize how important family was and how many big events of their children’s lives did their teams miss? So, we encourage people, if there’s a soccer game, if there’s that ballet recital, whatever it is that is important to you, make time for that and we integrate later. Go home after dinner and then log back in and push it up. But you have to put family first, because at the end of the day, that is what matters.

Yes. I agree and I think that is an important thing and it’s something that we don’t speak about a lot of times. A lot of times, we speak about how we can change ourselves, but at the end of the day, it is a partnership of who we’re working with in the companies that we’re serving because it has to be aligned and, again, you’re at different stages of your life. So Chrissy, how do you integrate?

CB: I just have one thing that I have to say. One of the things I thought was just so impactful. One of our owners — I worked for two brothers — I kind of really learned leadership under his mentorship. He said, “If you want people to work for you for the rest of their lives, you have to allow them to let life happen.” Whether it is a birth, or a childhood crisis, or the topic of the family. So, you’re not allowing for life and, unfortunately too often, I felt like my job did not allow for life. You had to pretend as though your life was fulfilled; you dealt with that after 5:30, but the truth of the matter is, it is

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not easy to go through a separation or divorce and have it all together and do everything perfectly, and so I really believe that we should allow people. So, when somebody’s going through something at our company, we pull work off of them and we want them to take a moment whether it be a couple months or whatever it might be to process. Go through your process, because life happens and don’t pretend like it doesn’t.

We all know that a happy employee will go above and beyond for you. I remember being a young processor back in the day and I had a massive family emergency and asked to leave early.

I was terrified. I remember my boss said, “Well, you can leave early.” This was also the moment when the determination on whether my mother would live or die. I was told you can leave early, but you really need to work on separating personal from business. I think that was just kind of how corporate America was back then, right? It’s time for us to say “life happens,” you cannot separate personal from business. We have to learn how to integrate it and work together to allow you to go through the ups and the downs of life and still be able to maintain a career. The last thing you want a good employee to do is worry about their job as they’re processing something very heavy in life.

We all know that a happy employee will go above and beyond for you.

What advice would you give to someone starting their mortgage career today?

CB: Never lose focus on the truth that everything you are doing daily is helping families obtain the American dream of homeownership. You are helping create memories and generational wealth. You will burn out if you lose sight of that. I would say the second thing is to learn every single thing you can about each position you are given. Understand that growing fast doesn’t necessarily equate to growing substantially. I wouldn’t trade the years where I copied packages all day long every day. I learned what each document was and why we needed it in the file. That ended up being invaluable. There is so much information out there that is public information. Take the initiative to learn, ask questions and read. Another fantastic skill set to have in this business is emotional intelligence. Spend time studying and reading books, listening to podcasts on emotional intelligence. Also, understanding how to react to stress and balance yourself.

What do you like to do for fun?

CB: As cliché as it sounds, I LOVE spending time with my family. In any capacity. I am also obsessed with Pilates. I have found that to be my grounding emotionally, professionally and physically. n

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