Mortgage Women Magazine 2024 Issue 2

STAR BRIGHT

MEET THE INSPIRATIONAL 2024 MORTGAGE STARS

SUCCEEDING WITH A SUPPORT SYSTEM

FIND YOUR COMMUNITY WITH THE MORTGAGE WOMEN LEADERSHIP COUNCIL

BYE COFFEE RUNS, HELLO CORNER OFFICE

KATE DEKAY LEADS WITH CONFIDENCE

EMPIRE STATE OF DRIVE

IRENE AMATO embodies the grit and grind of New York City while reshaping the landscape of the mortgage industry

We hope you've enjoyed recieving complimentary editions of Mortgage Women Magazine. Beginning in 2025, new issues will be exclusive to members of the Mortgage Women Leadership Council.

Mortgage Women Magazine is now the official magazine of the Mortgage Women Leadership Council. Membership not only guarantees your subscription to the digital magazine but also provides you with a wealth of benefits designed to empower and elevate women in the mortgage industry. These include access to a dynamic network, editorial opportunities, awards, community support, and much more.

Join us in this exciting next chapter by becoming a member of the Mortgage Women Leadership Council and ensure you stay connected and informed.

Welcome To The July Issue Of Mortgage Women Magazine!

This month, we are thrilled to shine a beam on the incredible winners of the 2024 Mortgage Star Awards. These remarkable women light up our profession with their innovation, dedication, and leadership. Their stories of success and perseverance are sure to inspire you.

In addition to celebrating our award winners, we are excited to highlight the inaugural in-person meeting of the Mortgage Women Leadership Council. Launched earlier this year, this dynamic network is dedicated to empowering women in the mortgage industry by providing a platform for mentorship, collaboration, and professional growth. The council envisions a supportive environment where women can thrive, collaborate, and succeed. Through mentorship programs, educational resources, and networking events, the Mortgage Women Leadership Council aims to contribute to the advancement of women in

mortgage leadership positions.

As a special offer, subscribers of Mortgage Women Magazine can join the Mortgage Women Leadership Council for free for the first year using the code MWM2024. Sign up today at www.mwlcouncil.com/join and become part of this empowering community.

We encourage our readers to stay tuned for more updates on the Mortgage Women Leadership Council and to actively participate in our mission to empower and elevate women in the mortgage industry. Together, let's celebrate excellence and build a more inclusive future for the mortgage profession.

Thank you for being a part of Mortgage Women Magazine. We hope you enjoy this issue and continue to find inspiration and support within our pages.

Kelly Hendricks Managing Editor, Mortgage Women Magazine

STAFF

VINCENT M. VALVO

CEO, PUBLISHER, EDITOR-IN-CHIEF

BEVERLY BOLNICK ASSOCIATE PUBLISHER

KELLY HENDRICKS MANAGING EDITOR

ERICA DRZEWIECKI, KATIE JENSEN, RYAN KINGSLEY, SARAH WOLAK STAFF WRITERS

TINA ASHER, LAURA BRANDAO, JACK DUNN, ASHLEY GRAVANO, MARY MARGARET HOGAN

CONTRIBUTING WRITERS

ALISON VALVO

DIRECTOR OF STRATEGIC GROWTH

NICOLE COUGHLIN

ADVERTISING ASSOCIATE

JULIE CARMICHAEL

PROJECT MANAGER

MEGHAN HOGAN

DESIGN MANAGER

STACY MURRAY, CHRISTOPHER WALLACE

GRAPHIC DESIGN MANAGERS

NAVINDRA PERSAUD

DIRECTOR OF EVENTS

WILLIAM VALVO

UX DESIGN DIRECTOR

ANDREW BERMAN

HEAD OF CUSTOMER OUTREACH AND ENGAGEMENT

KRYSTINA COFFEY, MATTHEW MULLINS

MULTIMEDIA SPECIALIST

MELISSA PIANIN

MARKETING & EVENTS ASSOCIATE

KRISTIE WOODS-LINDIG

ONLINE ENGAGEMENT SPECIALIST

Bronx Born, Business Bound

Irene Amato embodies the grit and hustle of New York City while reshaping the landscape of the mortgage industry.

BY SARAH WOLAK

6

The True Version Of You

Bringing your best self to the workplace means being your most authentic self.

8

Kate Calls The Shots

Kate deKay went from answering phones to leading the charge at Eustis Mortgage.

14 Curiosity Didn’t Kill The Cat

Admitting “I don’t know” is a power move, not a weakness.

18 Uncharted Waters

Harness lending ingenuity and good relationships to expand into new territories.

22

Clearing The Hurdles

Compliance solutions for appraisal bias in lending aren’t out of reach.

24

Reject Workplace Tensions

Take inventory of which aspects of your life can be controlled.

27

Pockets Of Possibility

Empowered individuals and teams thrive in environments that embrace diversity.

49 Mortgage Star Awards

Celebrating the women who inspire others.

34 Finding An Online Groove

Adding a pinch of personality to social media posts goes a long way.

70

Leading Ladies

A newly-formed council aims to combat burnout and champion women’s empowerment.

FIRST CUP

Does Authenticity Have

BY ASHLEY GRAVANO, CONTRIBUTING WRITER, MORTGAGE WOMEN MAGAZINE

Authenticity means you’re true to your own personality, values, and spirit. You do not pretend to be someone who you think you have to be in order to impress your friends, colleagues, and family members. It means being comfortable with letting go of the emotions that you feel when you think you’re being judged if you are

truly being your authentic self. Let’s be honest, it’s exhausting.

At work, we wear many different hats. Some days we’re in sales, some days we’re in operations, and most days we’re in multiple positions in one day. In life, we are different people in different situations that may explain a little bit more: when you’re home you’re one version of yourself, when you’re with your friends you’re a different version of yourself, and when you’re at work, I like to think you’re a combination of both. My kids always made jokes that I have 3 versions of myself — they even mocked me (in a good way) on my work voice versus my ‘mom’ voice. If you Google being authentic or being your true self it will pull up thousands of articles. How do you not get lost or confused if you’re trying to uncover your true self? We all want our personality to shine and we want to be “real,” and you can and should!

Now of course it goes without saying that there is a certain way you need to act in certain situations, but you should always in my opinion be yourself. People want to be friends with, and work with, the best true version of you, not the version that has been created to fit in. We can all agree that sometimes we prefer to just fit in because it is easy, and requires less work and less emotion.

If you are ready to be your true authentic self, face it head-on! It will take a lot of self-reflection and won’t happen overnight.

Here are steps you can take to be your true self:

IDENTIFY your values.

IDENTIFY who you want to be.

IDENTIFY who you have been and what you would like to change. Be consistent with how you portray yourself.

BE CONFIDENT in yourself.

LET YOUR PERSONALITY

SHINE bright and don’t let anyone take away your sparkle!

FACE YOUR FEARS of taking off your mask.

IDENTIFY YOUR CIRCLE

— are there relationships that are holding you back?

So what does being authentic mean to you? If you are afraid to be your true authentic self what is holding you back? I encourage all of you to dive deep into this.

Ending this article with how my dear friend explains being authentic!

“Being my authentic self means that I am able to show up in any situation, whether it be at work or outside of work, or on social media, as 100% me. I am able to be true to who I am without the pressure of feeling that I have to act a certain way, or the pressure of having to be perfect. Being able to make a mistake or a poor decision and holding myself accountable for it. I’m fortunate to be able to walk into my workplace every single day as the same person, right before and right after I walk through that door. It’s one of the best feelings, knowing I can be 100 percent me, 100 percent of the time!” ■

Empowering Excellence

In the dynamic landscape of mortgage finance, KATE DEKAY stands as a beacon of empowerment and resilience

KBY LAURA BRANDAO, CONTRIBUTING WRITER, MORTGAGE WOMEN MAGAZINE

ate deKay is the CEO of Eustis Mortgage in New Orleans, Louisiana. She is a married mother of three and was born and raised in New Orleans.

ing I needed to move into a loan officer role.

mosphere, making every effort to get to know the people who work for me.

How did you start in the mortgage industry?

KD: When I was a teenager, I worked in the Eustis office as a receptionist and filing clerk in the summers and then came back after my education and a brief stint in the non-mortgage world, to start as a loan processor. I worked as a processor for a few months, gaining the understand -

At the reception desk, I had a bird’s eye view of the life of a loan officer in the late 1990’s. Our company uniquely had mostly female sales leaders, and I remember watching them walking into the office with confidence each day, always dressed impeccably and multitasking with apparent ease. It inspired me to see that women can have a career in a high-pressure role. They were great role models, proving what women were doing in an industry that was heavily male dominated at that time.

What does being a trailblazer mean to you?

KD: I see a trailblazer as someone who recognizes the authority and influence that is a part of their role and uses those to foster growth, improvement, and positivity in the people around them.

▶ KATE DEKAY, CEO OF EUSTIS MORTGAGE

In 2017, I purchased the majority shares in Eustis Mortgage and became the CEO. I grew up in this business, so it was a natural fit for me. This is and has always been a family-based company and I still put high importance on creating a family at-

A trailblazer needs to be authentic and demonstrate humility and empathy while encouraging the same in others who are looking up to them. Someone who can encourage others to become the very best version of themselves while breaking through traditional norms and being willing to take a risk in their quest for excellence makes a trailblazer so important to our future. Working hard is always a part of trailblazing, but working at

your best while staying genuine and humble makes a trailblazer unique.

Where do you see yourself and women in general in the industry over the next 5 years?

KD: I am confident that we will see women taking on leadership roles in much greater numbers in the coming years. I have seen significant progress in that regard in just the last 2–3 years.

I became CEO of Eustis Mortgage when I was 8 months pregnant with our third child. It was also during a time when our company was facing numerous challenges.

I believe stepping up at that time and taking the opportunity that presented itself made a significant impact on my career and gave me a greater sense of

What advice would you give to a woman entering or trying to move up in their career?

KD: I would say take opportunities when they arise. Don’t put it off and think something else may come along if your circumstances change. If you take the leap and later discover the result is not what you want, you can always change your decision. What

You deserve it. You are capable. You have support. Remember to hold your ground and keep your decisions real.

Women have a unique and valuable perspective and set of skills to offer, and our industry seems to recognize that. I see many companies taking the opportunity to promote women into roles that allow them to shape policies and process and make decisions that have real impact.

Tell us something about your career in the mortgage industry that was pivotal to your achievements today.

achievement and confidence.

I was experiencing the physical and emotional stresses of pregnancy and raising a young family and then added a huge new professional challenge to my plate. I could have said no and passed on the offer, and it might have been understandable given the circumstances, but I am not a person who steps back when opportunity knocks, so I dove in with the understanding that my maternity leave would be short, and my workload would increase.

you can’t do is go back and find an opportunity available that someone else took when you did not.

Women are being offered more and more leadership and impactful roles in our industry and I want to see them take those opportunities and run with them as far and as fast as they can go.

I had a mentor contact me when I became CEO, and she told me that I deserved my new role and that I was fully capable of handling everything that

would come with it. The quotation at the beginning of this article is exactly what she told me and it’s something important we must remind ourselves of when opportunities present themselves.

Those words are key to remaining successful in your career. Don’t question if you deserve something or not. Society can place unrealistic pressures on us that force us to question this, but I challenge you to remember you are deserving and capable.

Having a good support system in place that can be there to allow you to take what comes without hesitating is also crucial. Your decision should never have to be about logistics but about progress and taking the chances you deserve and have earned through your hard work. That support is key both internally in your organization and externally with your friends and family.

I took a risk and gained a healthy measure of confidence from making that decision. Learning what you are capable of will take you further and higher as you take each step in your career. Use that confidence to help you grow personally and professionally and always keep it real!

Lastly, find something that lets you decompress. I use exercise as my “me” time. That time may not seem relaxing to many, but it allows me to focus on a singular goal and zone out without needing to be the decision maker for an hour of the day. Whatever activity you choose, make sure it is one that lets you disconnect from the stresses

of work and home and take a breath.

To be honest, I am not always the best at balancing work, home, and life in general. But I do try to make sure there is time for me and that I stay grounded to avoid burning out. I remind myself that I am important and there are many families that depend on me, at home and at work, and who deserve the best version of me I can offer them.

What does success mean to you?

KD: For me, success is measured by the growth, fulfillment, and well-being of my team members.

The ultimate achievement as a leader lies in the capacity to shoulder the responsibility for, and serve as a steadfast support for, both our clients’ families and the families within our organization.

I also firmly believe that success is not simply found within the walls of an organization but also spreads outside to the community and beyond our industry.

Our business is and should be about the goal of allowing access to home ownership for anyone who wishes to attain it. In every community, all over the country, being able to purchase a home and feel pride in that accomplishment is what I see as the ultimate success. And, in my role, encouraging and empowering my employees to strive for the success they aspire to, is what I work for every day.

Where do you see yourself professionally and personally in the next five years?

Professionally, I want to continue to grow our company and empower our employees in their careers with us. We have always been a family company and I want to continue that legacy and provide an environment for people to grow and be their very best. I am not a person who believes in setting financial targets as goals, but rather to foster a workplace that provides support, opportunities, and a healthy atmosphere.

I currently serve on both the Mortgage Bankers Association and The Mortgage Collaborative boards. Organizations like these cultivate great professional growth, and I am enthusiastic about dedicating more time here in the future.

Personally, I want to continue to watch my kids grow and thrive. Knowing my oldest will be 18 in 5 years is a daunting thought, but I want to continue to put in the effort to maintain our family life and make it happy and healthy for all of us.

What do you enjoy doing outside of our industry?

KD: Most of my time outside the office is spent with my kids. I make every effort to attend each recital, sporting event, and any other activities they are involved in. With three kids, there are lots of things to keep up with.

I also volunteer my time with charitable organizations in the city. I work with

▶EUSTIS MORTGAGE TEAM ENJOYING TIME TOGETHER WHILE NETWORKING AT A PARTNER EVENT.

one that helps foster children, Raintree Children and Family Services. Raintree helps with building and supporting foster families of kids with needs in New Orleans. One service Raintree provides that is very close to my heart is the foster girl’s home, which helps teen girls transition to adult life, making sure they get all the educational opportunities they need to succeed, and supporting them emotionally through the changes that come with having to move on to the next phase of their lives.

I also serve on the board of the Youth Empowerment Project of New Or-

leans, who work with groups that support after school and educational programs for underprivileged youth in the city. It would be great to continue to dedicate time to these organizations.

Do you have anything else you’d like to share with the readers?

KD: Don’t pass up opportunities when they come, build a support system, and set your mind to recognizing how capable and deserving you are of accepting a new challenge.

My career has been a series of opportunities that I took, despite perhaps my circumstances not always being ideal. If you wait for the perfect moment, you could miss many moments you could not have predicted in your wildest dreams.

Find a group of like-minded women to keep you motivated and on the best path, especially those women that help build you up and remind you of how worthy you are of the successes you achieve. Be present and engaged in all things and you will find that inspiration flows both ways. ■

MARKETING MASTERMINDS

The Power Of ‘I Don’t Know’ Embracing

learning — and the unknown — in mortgage marketing is scary, but it’s also a journey of self-discovery

BY MARY MARGARET HOGAN, CONTRIBUTING WRITER, MORTGAGE WOMEN MAGAZINE

“I DON’T KNOW.”

It’s a valid statement and don’t let people convince you otherwise.

In a rapidly changing industry, driven by an ever-changing market and an ever-evolving technological age, there is no way to know everything. Saying “I don’t know” too often feels like an admission of defeat. However, if given the proper attention this statement can be reframed into an opportunity. By acknowledging areas or subject matters that fall outside your existing knowledge, you have unlocked an uncharted territory — a chance to learn something new and empower yourself through education.

For folks who are just entering or new

to the professional marketing sphere particularly, it can be overwhelming. Not only do we have to be experts on all things marketing, but we also must become experts in our given industry, which is quite a tall order. That’s a lot of learning to be done. For this reason, it is important to first take the steps to advance your expertise in both domains and early on.

THE GOOD NEWS

The good news: there are plenty of resources available! First, let’s acknowledge you’ve already started the work. By diving into Mortgage Women Magazine, a reputable publication, focused on empowering women in this space, congratulations that you’ve started

your self-education journey. Finding publications and written works that are not only informative but also spoken from the perspective of someone who has a similar background to yours is a great way to start. Gaining insight from a female perspective or someone who has a career path or philosophy you’d like to emulate is invaluable, and often a source of encouragement, if not anything else. They listened, they learned, and now they’re sharing their insight so you can too.

EXPLORE PODCASTS

We’re fortunate enough to be in an industry where these educational tools are not only extensively available but often free and extremely ac-

cessible. If reading isn’t your niche, tap into the world of podcasts! There are so many podcasts streaming that provide insight into the world of marketing, real estate investing, entrepreneurship, and more! Podcasts are an excellent resource, too, because here you can find the people who fit your learning style and match your desired tone. Podcasts such as “The Marketing Millennials” and “The Marketing Meetup” provide intel from a broader marketing perspective with episode titles that can lead you to your answers instantaneously. Meanwhile, podcasts like “Uncontested Investing” and “The Lender Lounge” feature hosts with experience

in the real estate industry that cover a range of topics such as investing tips, market updates, relationship management, and more.

EMBRACE IN-PERSON LEARNING

If you find yourself craving more of the typical classroom environment of learning, you are not alone! With a little research, you’d be surprised how many in-person educational opportunities there are for both the realm of marketing and the real estate industry. Of course, there are the more obvious speaking sessions at trade shows about the state of the market, incoming technological advancements, and other real estate-related insights. But did you know there are entire conferences focused on furthering your marketing education? (If you didn’t know, remember that’s okay!)

MARKETING CONFERENCES

Marketing conferences such as Exhibitor Live! and INBOUND are perfect events to explore to meet like-minded lifelong learners eager to solidify their knowledge of their craft in marketing. Within these exhibition halls, you have the rare opportunity to meet people in your field from various industries and find commonalities in your pain points, successes, and more, which is arguably

sometimes the most valuable sources of education. Many of these conferences end up serving two purposes — immersing attendees in a world of the extensive potential of marketing as well as providing classroom-like sessions that ultimately earn you credit for a certification. In the case of Exhibitor Live! for example, audiences are surrounded by diverse industries of event marketing, and ultimately, given the opportunity to work towards a certificate in trade show management. And if a certification or a degree is what motivates you more to embrace your empowering path to self-education, then so be it! Sometimes we all deserve a gold star for going above and beyond on our voyage of deeper learning.

LISTEN AND LEARN

Now, you’ve done the reading, found your podcast, and signed up for a few webinars to continue your quest for knowledge! What more could one possibly do? This question has an easy answer: Listen. Soaking up all the readily available knowledge within your internal and external workday cannot be underestimated. You may be surprised at the sources of knowledge one can find on a given person’s team or just in a department next door. For instance, you might find yourself one day struggling to properly market a new appraisal offer due to a lack of comprehensive understanding of the standard appraisal process, hindering your ability to begin crafting material for the new promotion. This provides the perfect time to pursue some intel from a trusted and experienced source and all you needed to do was ask.

BRAVERY IN LEARNING

However, no matter how accessible the

knowledge within your work environment may be, this is typically the time and place where shame makes its grand entrance. Yet, this is where the most important skill of a person in their pursuit of knowledge comes into play: Bravery. As you are seeking this educational growth, it is crucial to never be afraid to ask questions. When you hear something unfamiliar or particularly confusing, it’s time to be bold, ignore any self-doubt, and ask for further information. Of course, there are instances that would register as not the time or place to dive in on a particular subject, but just be sure to jot the question down. You’d be surprised to see how many professionals in this space have a list on their Notes app comprised of questions and vocabulary entitled “Things to Look Up Later.” There is no shame in not knowing something, but there is a major disadvantage presented when you don’t investigate further.

THE LIFELONG LEARNER

If there’s one takeaway from this that you should add to your belt of newfound knowledge, it’s this: Step into the role of a life-long learner and bravely do so! There are always

more questions to answer and ways to broaden your expertise, but they rely on an enduring passion for seeking out new knowledge and opportunities for growth. Now, we’ve covered a lot of resources and avenues to empower ourselves in solidifying our expertise. But where does one begin? A good place to start: “I don’t know.” ■

Mary Margaret Hogan is the Event Marketing Specialist at RCN Capital.

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INGENUITY UNLEASHED

JUST SAY YES!

Explore uncharted territories using Non-QM to qualify would-be borrowers

IBY SHELLY GRIFFIN, SPECIAL TO MORTGAGE WOMEN MAGAZINE

n a challenging mortgage market filled with obstacles, mortgage brokers and loan officers can either throw up their hands or find new ways to get around the hurdles and keep growing.

problem-solving through utilizing non-QM.

REACHING INTO NEW MARKETS

▶ SELF-EMPLOYED BORROWERS, SUCH AS REAL ESTATE INVESTORS, DOCTORS, LAWYERS, & SMALL BUSINESS OWNERS ARE POTENTIAL LEADS FOR NON-QM LOANS.

That is what lending ingenuity is all about, and outstanding mortgage women are harnessing it every day. Yes, they realize that limited inventory, higher interest rates, margin compression and bank consolidation could block their success. But by using their own ingenuity and partnering with a mortgage lender focused on lending ingenuity they are moving ahead. By lending ingenuity, we mean a combination of innovation, adaptability, agility, and

Part of their success comes from tapping into solutions that can help them reach into new markets that could really use their services.

Consider self-employed borrowers. According to Pew Research, there are approximately 15 million self-employed individuals across the United States. Many of these borrowers could be ready to purchase a home and afford what they want, but they might not qualify using their tax returns due to the deductions they take. In this case, they would require a Bank Statement loan. Many lenders might turn them away. Others will quickly pivot to a Bank Statement option because they have the ingenuity and access to the product to do so.

Consider business purpose real estate investors — the individuals or corporations, such as limited liability companies (LLCs) that want to purchase homes for income-generating purposes. These represent a significant market. Consider just a few statistics: According to CoreLogic, in September 2023 alone, investors made 28% of single-family-home purchases.

• Close to half of the 49.5 million rental housing units in the U.S. are in one-to-four-unit properties, and individual investors own about 70 percent of them, according to the 2021 HUD/Census Bureau Rental Housing Finance Survey.

• In both these situations, prospective borrowers either may not qualify for an Agency loan or may prefer an alternate product that empowers them to move with more speed and agility.

Whatever the reason, mortgage women who pivot into the Non-QM market can find multiple opportunities to expand their revenues.

THE CREATIVITY INHERENT IN THE NON-QM SECTOR

Non-QM loan products are a study in ingenuity themselves. These products are tailor-made for borrowers who need out-of-the-box solutions to purchase or refinance a home. Non-QM underwriters are unique in that they are experts in unique circumstances. They conduct manual application reviews where they not only evaluate borrower income but also assess the borrower’s financial holdings such as marketable securities (stocks/bonds), retirement accounts, and rental income. Non-QM underwriters have the flexibility to allow gift funds to be applied to the down payment or as

cash reserves that may be required for loan approval. They have the ability to take the borrower’s entire financial picture into consideration and are free to be more collaborative and responsive. While traditional mortgage underwriters can take several weeks to make a determination, Non-QM lenders can respond within 72 hours or sooner. This is particularly important in a market where self-employed borrowers and business owners must compete with homebuyers securing traditional mortgages. Having a fast answer from underwriting on a bank statement loan application can make the difference between getting, or not getting, the deal done. It takes a certain type of ingenuity to do this.

A combination of 12–24 months of bank statements, 1099s, and P&L statements can be used for self-employed borrowers in lieu of tax returns. Real estate investors with complicated documentation or more than 10 financed properties have options outside of submitting tax returns also. They may be well-suited for a Debt Service Coverage Ratio (DSCR) loan. To qualify for a DSCR loan, they don’t need to produce salary/bank statement information at all. Instead, they can qualify solely on the basis of the rental income that the subject property will generate. That makes approvals more streamlined — offering an additional advantage to business purpose investors who want to secure their next property before a competitor does.

ENSURE PARTNER EXPERTISE

When innovative mortgage women enter this segment for the first time, having expert partners will only en-

hance their ingenuity to say yes to borrowers they once turned away. It is helpful to seek out Non-QM partners that:

• Have a long-term history of innovation exclusively in the Non-QM/ Non-Agency space, working both with brokers and correspondents.

• Provide multiple Non-QM webinars and training programs for their partners, as well as marketing support.

• Can consistently pivot at a moment’s notice, make exceptions, and change underwriter guidelines based on new market conditions.

• Structure their internal teams so that they can work collaboratively with their partners on every individual transaction.

• Offer a live scenario desk to help brokers maximize options for each borrower based on different products, features, and terms.

When women lenders partner with the right lender they will understand what lending ingenuity means and additional business opportunities follow. The first step is to be open to the new and different — bolstered by Non-QM partners with the same mindset. ■

Shelly Griffin is Senior Vice President of Client Development at Deephaven Mortgage.

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The New Frontier

In a modern lending landscape, be on high alert to safeguard against appraisal bias

BY ALLISON SCHILZ AND DANIELLA CASSERES, SPECIAL TO MORTGAGE WOMEN MAGAZINE

FAIR LENDING and appraisal bias remain a continued focus for financial regulators. Creating a strong compliance framework in this area is paramount for mortgage lenders. This year, a national mortgage lender settlement in an appraisal bias lawsuit and the Federal Financial Institutions Examination Council’s (FFIEC) publication of an examination framework for valuation bias provide actionable guidance for lenders as they develop internal controls to prevent, identify, and address appraisal bias claims.

The FFIEC issued a statement in February 2024 on Examination Principles Related to Valuation Discrimination and Bias in

Residential Lending, outlining how institutions will be examined in compliance examinations and safety and soundness examinations when it comes to appraisal bias. Mortgage lenders can utilize principles from the FFIEC’s compliance framework to develop best practices as further discussed below.

Moreover, in March 2024, national mortgage lender loanDepot settled an appraisal bias lawsuit filed with the U.S. District Court for the District of Maryland (“Settlement”). The DOJ and CFPB had filed a statement of interest in the case asserting, among other things, that a mortgage lender violates both the Fair Housing Act (FHA) and Equal Credit

Opportunity Act (ECOA) if it relies on an appraisal that it knows or should know to be discriminatory. LoanDepot agreed to enhance its practices around reconsideration of value (ROV) and internal compliance controls. These requirements can be instructive for mortgage lenders looking to create a compliance framework in this area. In addition to having a fair lending policy that specifically prohibits appraisal discrimination, the settlement terms require: (1) establishing reconsideration of value (ROV) practices and policies; (2) internal review of appraisals for indicia of discrimination; (3) regular fair lending and ROV training for credit, valua -

tion and customer services staff; (4) statistical analysis of HMDA data for appraisal practices by protected class including ROV outcomes by protected class and data at the individual appraiser level; (5) establishing appraisal standards prohibiting the use of appraisers previously found to have engaged in appraisal bias or flagged for problematic practices in statistical analysis, and requiring in appraisal management company (AMC) contracts that appraisers receive fair housing training and certify they have not been the subject of an adverse bias or discrimination finding.

Though expectations in this area continue to evolve, the FFIEC compliance framework and recent settlement provide a blueprint for mortgage lenders to establish a comprehensive internal compliance framework to prevent, identify, and address appraisal bias issues. Mortgage lenders can mitigate appraisal bias by implementing a compliance management system that includes the following elements:

ROV PROCESS

Lenders should establish a ROV framework that is documented in policies and procedures. It should emphasize clear consumer communication of the right to an ROV, adherence to required timelines in the process, and identification of roles and

responsibilities and regular training for key internal stakeholders.

TRAINING

All relevant stakeholders in the organization, including credit, valuation, loan originators, and customer service staff should receive training on fair lending principles and the ROV process.

APPRAISER MONITORING AND TESTING

Lenders should develop testing to ensure that the ROV process is implemented as outlined in its policies and procedures, including an analysis of HMDA data to review whether ROV outcomes are statistically different based on protected class designations. In addition, the organization should establish a process for reviewing, tracking, addressing, monitoring, and handling collateral valuation complaints, including discrimination complaints, across all channels (letters, phone calls, in-person, through regulators, through third party service providers, via email and social media).

THIRD PARTY RISK MANAGEMENT AND OVERSIGHT

Lenders should establish standards for engaging with appraisers and AMCs, including prohibiting future

engagement with appraisers that have been flagged during the appraiser monitoring and testing process. Regulators require lenders to have effective processes to manage third party risks, including performing due diligence and monitoring third parties such as AMCs or appraisers for compliance with anti-discrimination laws. In contracting with AMCs, lenders should set clear expectations around the prohibition of appraisal bias, ensure AMCs are requiring appraisers to take state-mandated bias training, and prohibit them from hiring an appraiser that has been found to have engaged an appraisal bias (or even someone that has a pending appraisal bias claim). Lenders should require the AMC to promptly report to the lender any complaints regarding appraisal bias.

BOARD AND SENIOR MANAGEMENT ENGAGEMENT

As with an institution’s overall compliance management system framework, documenting the board of directors and senior management’s involvement in a lender’s compliance program and third-party oversight practices related to appraisal bias demonstrates a commitment to advance equity in the appraisal process. ■

WORK-LIFE BALANCE

Take The Risk, Or Lose The Chance

Taking control of your life starts now

Cindy can’t leave her work as an engineer, work that she now finds unfulfilling, because she’ll lose her tenure. Her thought: “I have no control over the system.”

John’s co-worker doesn’t take feedback well, so John works at home each night “cleaning up” the co-worker’s projects so their unit will look better. His thought: “I can’t control how other people are.”

Tracy wants to be promoted to senior management but has been told she doesn’t have what it takes to make the leap. Her thought: “I can’t control what others think of me.”

It’s true. It’s not possible to control a system, another person’s behavior, or others’ impressions. But that doesn’t mean that Cindy, John, or Tracy have no control over their situation. What they — and we — can control ultimately has more power to affect a situation than any control we might try to exert over others.

Consider the power available when we pay attention to these areas — things you can do something about:

BY TINA ASHER, CONTRIBUTING WRITER, MORTGAGE WOMEN MAGAZINE

YOUR WORDS. Spoken or written, the words you choose impact your lives and the lives of others. John, for example, could learn ways to approach his colleague that stand a better chance of being heard. (Consider reading Non-Violent Communication by Marshall Rosenberg or Taking the War Out of Our Words by Sharon Ellison.) His cover-up doesn’t help the co-worker, and it takes away from John’s personal time with his wife.

YOUR BELIEFS. You can always change your beliefs. Cindy, for example, might want to examine her belief that the only way she can feel financially secure is to have tenure. Or her belief that doing something else that’s fulfilling and stimulating won’t provide well enough for her.

YOUR ACTIONS. You alone, are responsible for what you do. Tracy, for example, can find out exactly what leadership and/or managerial qualities her superiors think she lacks. She can take courses to learn skills. She can work with a coach to bring out leadership qualities or to look at other work possibilities.

YOUR VALUES. What’s important to you is your

choice. No one can tell you what to value. Where you truly tap into power is when you align your values with your actions.

YOUR WORK. Although many of us complain of being stuck in a job or profession, you do get to choose what your work in the world is. Everything is a choice.

YOUR FRIENDS. Those you associate with say a lot about what you think about yourself. You can choose to have friends who support you and who mirror your best qualities or who bring you down.

YOUR TIME. Though it sometimes feels like you have no choice, you do choose daily how you spend the 24 hours given to you.

YOUR BASIC HEALTH. While you can’t control your genetic make-up, you can choose to exercise, sleep enough, eat healthy food, get routine check-ups, etc.

When you look at these options, you can discover a baseline to empower your day. It becomes clear that you can take control of your life, so where will you begin? ■

Pavan Agarwal CEO and Founder

Working towards a common goal unites employees and promotes inclusivity

Establishing a culture where everyone has an opportunity to make an impact is paramount to the success of any business, including those in the mortgage space. Individuals and teams are empowered to contribute when an organization cultivates an environment that celebrates the diverse skill sets and perspectives of their workforce.

Aligned with these values, it’s critical that organizations position their strategies and approach to an inclusive workplace through the lens of multiple groups, viewpoints, and intersecting experiences. For women in our industry, it’s important that they know there are visible growth op-

BY ERICA RESTICH, SPECIAL TO MORTGAGE WOMEN MAGAZINE

portunities, access to resources, and organizational policies that support their current and future experiences.

To achieve this, buy-in and support from every level of an operation is necessary. Your organization must be an active partner to advance inclusion, and promote effective ways to recruit, develop, and retain underrepresented groups in our industry, including women.

It is essential that this commitment extends to every level of your organization. To that end, at ServiceLink, more than 50% of our leadership is comprised of women. According to Zippia, 35% of top management positions were held by women in 2022.

However, in 2023, women held only 10.4% of leadership positions in Fortune 500 companies. Yet, statistics show that companies with women executives are 30% more likely to outperform other companies.

This reinforces the need for companies to position their inclusion strategies as business priorities. As employee experience and inclusion director at ServiceLink, I found that it is vital to take a holistic approach to inclusion, where we align with industry best practices but fit them around the needs of our company, employees, and partners, which leads to greater innovation and team performance. To succeed, we constantly challenge our-

selves to be better. No matter where you are in the process, here are strategies and best practices that I found helpful for establishing a plan of action to advance our inclusion goals.

CREATE A BENCHMARK

You don’t have to reinvent the wheel for this one. In fact, it’s helpful to reference industry leaders in the field and customize best practices to meet the needs of your organization.

At ServiceLink, our proprietary inclusion benchmark serves as a unified strategy and tracks companywide progress within identified key areas of inclusion. Our benchmark was guided by the design parameters set forth by leading organizations and indices such as the Mortgage Bankers Association’s DEI Best Practices.

To craft an inclusion benchmark, engage with organizations who are the experts in the field. Ask questions. Then cater these recommendations to meet the needs of your organization. Stay true to your organization’s goals and mission and hold the company accountable to meeting the priorities laid out through your benchmark.

A COMPANYWIDE FOCUS

Ensure that every division has a stake in the plan. Set goals and strategies that can be implemented at all levels, from executive leadership to management and individuals. At ServiceLink, we created an executive steering committee that oversees our inclusion benchmark. The committee is comprised of senior executives from multiple business lines. Partnering with decision makers has helped to ensure inclusion is embedded into existing and future operational strategies. Their buy-in

reinforces our culture and creates excitement surrounding our plans.

CONCENTRATE YOUR EFFORTS

Our inclusion benchmark is designed to align with industry best practices while leaving room to innovate new ideas unique to our organization’s needs. We regularly look at where we can advance efforts that make an immediate impact, while also working towards long-term goals by taking incremental steps that lead to sustainable change and lasting outcomes. Concentrate your efforts on core areas that will have the most impact for your business. For us, these include workforce, workplace, and community.

Workforce

Focus on sourcing the best possible talent for your organization, drawing from large and diverse candidate pools to widen your talent pipeline. At ServiceLink, we actively partner with organizations such as the National Association of Minority Mortgage Bankers of America (NAMMBA) to advance efforts around recruiting and retaining underrepresented groups within the industry.

Promoting ServiceLink-produced thought leadership pieces featuring inclusion topics impacting the mortgage and finance space helps extend our efforts beyond our organization and is another way to reach a broader candidate and talent pool. Elevating your visibility throughout the industry and community helps to establish credibility and reinforces your culture and values to candidates.

Representation across several demo-

graphics is key to building diverse and innovative teams. Recruiting early talent to the industry is an additional focus and is reflected in our decades-long workforce model within our flood division. We partner with local colleges and universities to offer flexible part-time roles to students who are looking to gain insight into the field. This approach has also expanded to other groups such as moth-

▶EMPLOYEES ARE FIVE TIMES MORE LIKELY TO CLIMB TO THE NEXT LEVEL IN THEIR ROLE WITH A COMPANY MENTOR.

ers and retirees and can easily be replicated in other companies.

Workplace Mentorship

Create strategies to develop, engage, and retain talent you already have. How are you engaging with them? Provide your employees with the resourc-

es to succeed, such as mentorship programs. Our ServiceLink Mentorship Program has hosted around 200 employees, and roughly 90% of participants have stated that the experience has supported their growth and development at the company. Effective and accessible mentoring relationships are critical to supporting the advancement and retention of women in our industry. Employees are five times

more likely to climb to the next level in their role with a company mentor. Women have accounted for over 60% of mentee roles who have completed our mentorship program, despite the research showing that on average only 42% of women have a professional mentor, according to Gallup. Increasing access to career development opportunities is important to retention and is part of the reason the average tenure for both men and women at ServiceLink is 14 years.

Set The Tone

Evolving our ServiceLink onboarding experience has been an important focus to ensure our new employees feel welcomed, understand our values, and are confident that they can be successful in their roles. Defining your culture of belonging and inclusion for new hires on Day One is critical. Ways to do this include providing managers with resources to support their new employee’s onboarding experience beyond Day One orientation.

Inclusive Foundations

Regularly review policies to ensure they are inclusive, transparent, and accessible to employees. At ServiceLink, this has included assessing items like our reasonable accommodations process, training methods, evaluating job description language, reinforcing pay transparency practices, accessible technology, and promoting opportunities for employees to share feedback about their employee experience. Look at your current policies and practices with fresh eyes and champion inclusion by updating

areas where invisible barriers may exist to create an even greater level of trust and equity for your employees.

Community

Ensure that your organization is making a sustainable, positive impact in the community. At ServiceLink, one way this comes to life is through promoting employee volunteerism. Employees are provided with up to two additional days of paid time off each year to spend volunteering at organizations they are passionate about. Make sure that your employees know that their interests matter. Company-sponsored volunteer activities also provide employees with an impactful way to make a difference. From making care packages for veterans, scarves for children in the hospital, to hosting high school students during the nationally recognized Disability Mentoring Day, strive to give back in several community areas.

Show Up

Take steps to actively participate in opportunities that promote inclusion in the industry. Show up to demonstrate your commitment and make a difference. From increasing access to the appraisal profession, expanding efforts around supplier diversity, to championing women leaders, we continuously work to engage and participate in these critical areas to amplify inclusion throughout the industry. ■

Erica Restich is the employee experience and inclusion director at ServiceLink.

Empowering Women In Mortgage

Welcome to the Mortgage Women Leadership Council

A warm welcome to you! I’m Kelly Hendricks, the Managing Editor of Mortgage Women Magazine and Senior Vice President of Delmar Mortgage, and it brings me great joy to extend this invitation to you. Throughout my career in the mortgage industry, I’ve been fortunate to have leaders and mentors who played pivotal roles in shaping my journey. I am thrilled to introduce a transformative initiative – the Mortgage Women Leadership Council, created by Mortgage Women Magazine.

In my role, I’ve experienced the challenges that women face in leadership within the mortgage sector. These challenges led to a profound realization — the need for a dynamic network to empower women in our industry. This realization is the driving force behind the creation of the Mortgage Women Leadership Council. I believe in the power of collective support, and I am excited about the opportunity to share and benefit from each other’s experiences.

Our mission is clear: to promote and empower women’s leadership in the mortgage sector. The council aims to create a supportive environment for professional growth, mentorship, and networking. Joining the

Our

council comes with various benefits, including networking opportunities and access to industry-specific professional development resources. We understand the unique challenges women face in mortgage leadership and have tailored mentorship and support systems to address them.

I invite you to join this movement to empower women in the mortgage industry. The Mortgage Women Leadership Council is committed to fostering a welcoming and supportive environment. Your involvement will not only contribute to your personal and professional growth but also play a crucial role in advancing women’s leadership in our industry. To join or get involved, simply click here to apply.

Thank you for considering this invitation to join the Mortgage Women Leadership Council. For further inquiries about the council and details on how to join, please contact Beverly Bolnick at bbolnick@ambizmedia.com. Let’s work together to advance women’s leadership in the mortgage industry — because collective action brings about meaningful change.

Kelly Hendricks Managing Editor, Mortgage Women

Our voices

As a valued member, enjoy these benefits:

Access to a Powerful Platform: Amplify your voice and influence through Mortgage Women Magazine, exclusive sponsored programs, email newsletters, and impactful events.

Editorial Opportunities: Showcase your expertise and insights through editorial features in Mortgage Women Magazine, gaining visibility and recognition among industry peers.

Awards and Recognition: Receive well-deserved recognition through our award programs, celebrating your achievements and contributions to the mortgage industry.

Community Support: Become part of a dedicated community committed to celebrating and driving meaningful progress in the mortgage sector. Connect with likeminded women leaders, share experiences, and foster collaborative initiatives.

Mortgage Women Magazine: Enjoy your complimentary digital subscription to Mortgage Women Magazine, the premier publication for women in mortgage. Read advice, learn about industry updates, and take in the inspiring stories of your peers.

Become a member today.

Join us and be a driving force in creating a more inclusive and thriving mortgage industry. Together, as a united community, we believe we can make real change.

Enjoy 1 year of your individual membership free! Use code MWM2024

NICHE MARKETING

Sold On Social

How to sell a personal brand on social media

IBY JACK DUNN, CONTRIBUTING WRITER, MORTGAGE WOMEN MAGAZINE

n an era where digital presence often equates to professional prowess, the mortgage industry is having a tough time fitting in. Most good salespeople want to be on social media and are cognizant of the power it possesses. However, finding the right message and medium to send it can be challenging in such an arduous profession lacking a remarkable product to market. After all, loan officers are selling a service, not just a loan product that is offered by most lenders.

So how can loan officers transition from starting with no followers and mediocre content to building a strong online presence and trustworthy brand that customers can depend

on? Rebecca Richardson, The Mortgage Mentor, has built her following through multiple digital channels. She knows the ins and outs of social media and how to establish your voice on highly saturated platforms, such as TikTok and Instagram.

Richardson was first exposed to the world of real estate at a young age. Her father was a real estate attorney, and Richardson herself started her career as a financial planner. After a poor first-time homebuying experience, she realized she could make a difference as a loan officer.

“We bought our first home before I became a loan officer,” Richardson

said. “It was a good financial decision but not a positive experience. It really kind of killed that joy of buying a home, primarily because of the loan officer.”

FIND YOUR VOICE

Richardson’s early experiences with the mortgage process helped her find her voice and brand. As The Mortgage Mentor, she strives not to educate her clients on just their loans but to help them understand the entire mortgage process.

“For me, a lot of it comes down to empowering people so they have their own knowledge they can trust,

▶ REBECCA RICHARDSON HAS BUILT HER BRAND AS THE MORTGAGE MENTOR AND AMASSED OVER 161.4K FOLLOWERS BETWEEN INSTAGRAM AND TIKTOK.

▶ RICHARDSON SAYS THE TRICK TO GETTING COMFORTABLE ON CAMERA IS ABOUT SELF-ACCEPTANCE, AS WELL AS TRIAL AND ERROR.

instead of just hoping that they have somebody trustworthy,” Richardson said. “I think that comes through authenticity. Being genuine, being sincere, but also being strategic. It’s making sure the decisions that we make benefit us today but also will benefit us in the long run.”

Richardson’s videos on TikTok are clear, concise, and easy to follow. Of course, she covers all the typical loan officer topics, such as down payment assistance options, smart ways to drop PMI, and new programs for first-time homebuyers. So what makes her content unique?

Richardson is able to captivate her audience through her personality. Among the informative and educational videos covering the loan process or the mortgage industry, she posts funny, quick-hitting videos that help tell her story. These videos could be a life update or an honest reaction to industry news. Richardson even posted a video where she stitched together footage with another loan officer, setting their information straight in fact-orfake style. (A “stitch” is a creation tool that allows you to combine another video on TikTok with the one you’re creating. Duh, right?) She says that by posting original content consistently, she was finally able to start seeing traction.

“Who are you as a person and why do you care about what you do? Then, what do you know and how can you help? That’s what it really boils down to,” said Richardson. “As long as that’s being done consistently then somewhere between that three to six months is when you start to get traction. Because in the simple act of doing, you get better at it. You can experiment.”

Richardson continued to emphasize the importance of adaptability and paying attention to what people are saying.

“Listen to what people are asking or what gets engagement. Not just views, but also likes and actual interaction,” she said. “Then you start to get that confidence of ‘Oh, this is my voice on social’.”

CAMERA COMFORTABILITY

If Richardson appears to be comfortable on camera, it’s probably because she is. However, even she will admit it takes some commitment. Not everyone is comfortable with picking up the phone, turning on the camera, and pressing that daunting red button while speaking to nobody but yourself. Richardson has advice for those individuals.

“Just turn your camera on, you know?” Richardson said empathetically. “It comes back to self-acceptance. An easy step is turning on your camera for video conferencing.”

Here, Richardson expressed the importance of desensitizing yourself to the camera.

“I think the second level of that is just experimenting [with] recording yourself,” she said. “I absolutely had this fear. I can’t tell you how many times I would have to do a take before I thought I could live with it. I wasn’t even happy with it; I could just live with it.”

Almost everyone struggles with seeing themselves on camera at first, and Richardson was no exception. But like she said, there’s always the next take!

You’re being vulnerable, and it’s an act of service for your community. You’re spreading information.”

Richardson also urged loan officers

unique problems. If you only create general content, you’re not answering any specific questions.”

Many loan officers get lost in the mix of trying to attract every buyer with broad content.

“It’s that whole ‘niche to get rich’ idea. You need to let people know why you are their perfect match to solve their unique problems.”

“First of all, it’s not Facebook live, and it’s not like we’re going live on national news,” Richardson proclaimed. “So if you hate it, delete it! That’s also the beauty of editing. If you mess up, just do it again and cut out the bad parts.”

NICHE TO GET RICH

Richardson concluded that it’s important for loan officers to understand exactly what they’re getting themselves into before jumping into social media. There will be setbacks, ups and downs, and plenty of doubts. The right mindset, however, can propel you forward.

“Yes, we do this for business, but I think it is an act of vulnerability,” Richardson said. “So it’s important to go into it with that understanding.

REBECCA RICHARDSON

to focus on their target audience and make content unique to them.

“Loan officers need to make content for their potential client, ideally their client avatar,” she said. “It’s good to have general content, but I think too many loan officers are scared to make specific content, whether it’s for investors, firsttime homebuyers, Veterans, or whatever it may be. Have a couple client avatars and speak directly to them.”

Finding a distinct segment of the market that you are passionate about can help identify your target audience, or client avatars.

“It’s that whole ‘niche to get rich’ idea,” Richardson continued. “You need to let people know why you are their perfect match to solve their

Others get distracted with the idea of making content to bolster their own image and gain followers, losing sight of the original goal.

“Don’t make content for yourself or to blow up your own image. What will your ideal client think when they see that content? I think that is the ultimate question,” Richardson said. “Can you solve their problem, or are you just trying to attract buyers?”

Social media can help loan officers expand reach and visibility, build trust and credibility, and generate referrals and repeat business. However, when used incorrectly and inconsistently, it becomes nothing more than a mere distraction, diluting brand presence and diminishing potential opportunities. Richardson underscored two important questions to ask yourself when building your online brand or simply before your next post.

“Who are you making this for, and what will they think when they see it?” Richardson concluded. ■

Jack Dunn is a marketing manager at Delmar

Mortgage.

ON THE MOVE

FIRST HORIZON NAMES TRACY BELL CHIEF INVESTMENT OFFICER

First Horizon Corporation announced the promotion of Tracy Bell in early April 2024 to the role of Chief Investment Officer at First Horizon Advisors Inc., the Wealth Management subsidiary of First Horizon.

In her new capacity, Bell will oversee the investment team at First Horizon Advisors and spearhead the bank's Women & Wealth client initiative.

With 27 years of experience in investment management, gained from esteemed institutions like Regions, Sterne Agee Asset Management, and IBERIABANK, Bell has been a pivotal figure at First Horizon Advisors since assuming the role of Director of Equity Strategies in 2020.

Bell, who is based in Alabama, authors investment publications and frequently serves as a speaker across the First Horizon footprint and as a subject matter expert in the media. Bell serves on the board of directors and is the past treasurer for Girls, Inc. of Central Alabama. She has previously been an industry mentor for student teams from The University of Alabama, Samford University and The University of

West Alabama, competing in the CFA Institute Research Challenge.

LADONNA LOCKARD TAKES CEO SLOT AT MAXIMUM ACCELERATION

Maximum Acceleration LLC, a leading provider of mortgage education nationwide, announced the appointment of LaDonna Lockard as its new CEO.

With over twenty years of experience in the mortgage industry, including twelve years specifically focused on mortgage education, Lockard brings a wealth of knowledge and expertise to her new role. Prior to joining Maximum Acceleration, she served as the Executive Vice President at Mortgage Educators & Compliance.

Maximum Acceleration stands out as a cutting-edge provider of NMLS-approved courses for mortgage continuing education. The company is renowned for its commitment to excellence in mortgage strategies and performance, demonstrated through a series of live workshops and symposia aimed at elevating industry standards.

“I believe in the power of education, and I believe we have a duty to bring next-generation techniques to deliver

content in ways originators respond to,” Lockard said. “The mortgage education industry is becoming cookie-cutter, with too many providers offering the same limited scope. And too many are giving up on in-person CE. That's not our plan here. In-person CE, when done right, will help MLOs grow, not just check the box for what’s required.”

FHFA APPOINTS TRACY STEPHAN AS CHIEF ARTIFICIAL INTELLIGENCE OFFICER

The Federal Housing Finance Agency (FHFA) announced Tracy Stephan will assume the role of Chief Artificial Intelligence Officer (CAIO), in addition to continuing her role leading the FHFA Office of Financial Technology.

“Establishing a Chief AI Officer underscores FHFA’s commitment to understanding new developments in technology and the marketplace and incorporating those insights into our day-to-day work,” said FHFA Director Sandra Thompson. “Through her role leading the Office of Financial Technology, Tracy has been a leader in FHFA’s work on AI and she is well prepared to lead this into the future.”

Per the FHFA, the CAIO will manage AI risk, promote AI innovation, and lead effective AI governance per the Executive Order 14110 on the Safe, Secure, and Trustworthy Development and Use of Artificial Intelligence, as well as the related Office of Management and Budget Memo on Advancing Governance, Innovation, and Risk Management for Agency Use of Artificial Intelligence.

A&D MORTGAGE WELCOMES ACCOUNT EXECUTIVE CATRINA HEGARTY

The Hollywood, Florida-based A&D Mortgage announced the arrival of Catrina Hegarty as an account executive.

Per a release from A&D, Hegarty brings to A&D Mortgage a dynamic blend of marketing acumen and mortgage industry expertise, having most recently led business development at Neat Loans. With a career spanning over two decades, Hegarty’s previous roles included director at Argus Research and account executive positions at EquiFirst Corporation and NovaStar Mortgage, focusing on strategic market analysis and customer-focused sales.

WALITT SOLUTIONS BRINGS STACY CAPRIOLI ABOARD

Real estate valuation firm Walitt Solutions welcomed Certified Residential Appraiser Stacy Caprioli as Senior Valuation and Regulatory Consultant.

Walitt Solutions Valuation and Compliance Consultant Joshua Walitt announced Caprioli joining the team in a post on LinkedIn this week.

“Caprioli has been a dedicated member of the appraisal profession for the last 18 years with a comprehensive depth of experience,” Walitt said. “We are excited to add her expertise to the support we provide clients.”

Caprioli began her career performing mass appraisal and public sector commercial inspection work, later focusing on repurchase demands, quality control, compliance, and modernization. Her emphasis continues to be on the equity of access to the appraisal profession, Walitt said.

“So incredibly excited to join the Walitt Solutions team and be able to assist in educating, advocating, and developing growth for the valuation profession,” Caprioli said in response to the company’s announcement.

FHFA NAMES DEBRA CHEW AS DEPUTY DIRECTOR OF OMWI

The Federal Housing Finance Agency (FHFA) recently named Debra Chew as Deputy Director of the Office of Minority and Women Inclusion (OMWI).

Chew will continue in her role as Deputy Director of the Office of Equal Opportunity and Fairness (OEOF). OEOF was created in January 2020 to elevate the importance of Equal Employment Opportunity (EEO), Alternative Dispute Resolution, and anti-harass-

ment functions within FHFA and reaffirm FHFA's commitment to a workplace free of harassment and discrimination.

“Debra’s work in EEO, and her vast experience in diversity, inclusion, and civil rights, have immensely enhanced the culture and daily work of the agency,” said FHFA Director Sandra Thompson. “I look forward to the indispensable perspectives she will bring to the FHFA Leadership team.”

GENEVA FINANCIAL WELCOMES NEW CHIEF COMPLIANCE OFFICER

Geneva Financial announced the appointment of Jessie Ermel to its leadership team as Chief Compliance Officer. As CCO, Ermel will drive quality control and compliance for the company's mortgage operations.

Ermel joins Geneva Financial with a proven track record of success in navigating complex regulatory landscapes. Her addition to the team marks a significant milestone in Geneva’s commitment to maintaining the highest standards of compliance and legal integrity.

“We are thrilled to welcome Jessie Ermel to the Geneva family as our new Chief Compliance Officer,” said Telle VanTrojen, COO and partner at Geneva Financial. “Jessie’s extensive experience and dedication to compliance excellence make her an invaluable asset to our organization. Her leadership will undoubtedly propel Geneva Financial to new heights.” ■

IRENE MACHINE THE

Irene Amato, a Bronx native, evolved from robocalling at GMAC to founding A.S.A.P Mortgage, a flourishing company named after her children and inspired by the relentless spirit of New York City.

BY SARAH WOLAK, STAFF WRITER, MORTGAGE WOMEN MAGAZINE

COVER STORY

Irene Amato, the CEO behind A.S.A.P Mortgage and a quintessential New Yorker through and through, is a machine, mastering the art of having lived several lives and still having the gusto to embrace new endeavors. To put it into perspective, Amato went from robocalling customers in a cubicle to running a tanning salon and, eventually, her multibranch mortgage company.

Born and raised in The Bronx, Amato’s journey is as bold and diverse as New York City itself. With a voice as raspy as the subway echoes, she commands attention and respect in every room she enters. And being from the city that never sleeps, it’s a miracle that she even lets herself rest. “Four to five hours is enough sleep for me,” she says.

The spirit of New York’s hustle and bustle culture influences Amato’s ship-steering of her company. Named after her three children — A.S.A.P stands for Alexa, Stephanie, and Peter — her business has a double entendre: although it’s named after what drives Amato to be her best, “A.S.A.P” also is her guarantee to customers that they will get their mortgage as soon as possible.

A.S.A.P Mortgage had humble be-

ginnings in 2001, operating out of Amato’s basement while her three children ran around. Flash forward to present-day where A.S.A.P boasts an average loan size of over $420,000 last year, with the company producing north of $140 million across five branches. Its website touts an average of 15 days to every close and was named by Westchester Magazine as both “The Best Mortgage Broker in Westchester 2015” and as a best place to work in 2022, citing perks such as monthly, complimentary professional social media photo shoots and company retreats to spots like Fort Lauderdale and Miraval Arizona Resort & Spa in Tucson. With Amato as the face of the company, A.S.A.P’s reviews are peppered with mentions of her name: “Irene runs a great office,” and “Irene was helpful [from] start to finish” are just a few of the 5-star ratings from recent customers.

GETTING INTO MORTGAGE

Amato grew up with what she describes as a “rough childhood,” losing both of her parents at a young age. With college not being on the table, Amato was expected to go to work and support herself. Two weeks after graduating high school, Amato got her first job at GMAC Finance. Working in a cubicle and tasked with rob-

ocalling GMAC customers defaulting on their car loans,

Her managers criticized Amato for taking too long on her phone calls. After weeks of harassment and getting written up four times, her head boss called her into his office. What he discovered was that Amato’s call logs showed a promising recovery rate; everyone Amato talked to wasn’t getting their cars repossessed “He asked me, ‘What are you doing differently? Others are doing more calls but are getting repossessed,’ and I told him that I was trying to get to the root of the problem. I took the time to figure out why people were late on their payments and how GMAC could help,” she explained. “He offered for me to take my manager’s job, but I declined. I knew the corporate world wasn’t for me when I felt judged for trying to help people.”

After quitting the robocalling gig and briefly working as a bookkeeper, Amato embraced the gnarly trends of the 1980s and opened her first tanning boutique called Endless Summer Tanning Salon. “I did it all myself, even without a dollar to my name,” she said. “I leased the equipment, put up sheetrock, and had a friend help me with the electric.”

Amato sold that salon, opened another in Yonkers, and sold that one when

she was pregnant with her first child.

In the 1990s, Amato raised her three young children and did bookkeeping for a payphone company. When that company went under, Amato briefly opened her own company of the same kind. “I didn’t want to be a slave to a business,” she explained. “I wasn’t helping people and I wanted to do that.”

So, she turned to mortgages.

IRENE’S “WHY”

After joining the industry officially in 1996, Amato tucked five years of experience under her belt and made her debut as CEO of her own company in 2001. After originating up until 2017, Amato is now the face of her company, networking with real estate agents and passing business onto her team, which is about 30 employees across seven branches. It’s what she’s wanted ever since her days of bookkeeping.

“I’ve always wanted to be the owner because I knew what it was like to work those long hours and do the dirty work,” she says. “Now I have the freedom to choose. I can work from home, be on the road for appointments, or go visit my branches. It’s very in tune with what I’m feeling,

▶ IRENE NAMED A.S.A.P MORTGAGE AFTER HER CHILDREN, ALEXA, STEPHANIE, AND PETER, AND ALSO REPRESENTS THE PROMISE OF A FAST CLOSE TO HER CUSTOMERS.

It’s not about

how much money you make,

it’s

about the lives you change.

IRENE AMATO

and I’ve built my life that way.”

Amato’s home office tells a lot about her “why” — the reason that she does what she does. The recipient of many accolades such as both “Best Businesswoman” and “Best Mortgage Broker” by Westchester Magazine, her walls don’t reflect one of an award winner. Amato instead has family photos and collages each of her children made when they were in the fourth grade on the wall. A quote on the wall by author R.S. Grey reads, “She believed she could, so she did.”

“One of my company’s taglines is ‘Your home, our heart,’ and it’s because we focus on our impact and our ‘why’ we’re in the business,” Amato explained. “Loan originators don’t realize how much of someone’s life they have in their hands and they’re trusted with, and I think they take that for granted. It’s not about how

much money you make it’s about the lives you change.”

Amato boasts her top-tier team as being part of her “why.” “I’m not looking to be the biggest or make the most money; I’m looking to build the best team, and that means everyone being in sync with the company’s core values,” she said. “My company has long-term retention. My operation manager has been with me from the start. Most of my employees have been here for about 10 years.”

Jennifer Maldonado is one of those employees. “I have worked with Irene for 10 years and have known her on a professional and personal level more than twice as long,” she said. “Irene’s work ethic in the industry is unmatched. For [herself] and each person that works with her, taking an application and completing the mortgage is not a transaction. Irene truly

gets to know her clients and what is important to them to ensure that she advocates in their best interest.”

Maldonado, a branch manager for the company’s Cortlandt Manor, New York, office, noted that she looks up to Amato in the workplace. “I admire that Irene is a forward thinker for the positive good. She questions the commonalities and challenges herself and those around her to rise up, do better, and be better,” she said. “Customer service and direct honesty to the client are Irene’s strengths and the reason why clients will refer their family and friends.”

John Ferrara, branch manager for A.S.A.P’s Fort Lauderdale location, has worked with Amato for just over five years. What he says Amato brings to the table, other than a strong company culture and environment, is her values. “She has very high family values,”

he said. “That reflects deeply in her business and to her employees. She’s a straight shooter and tells you as it is.”

BREAKING BEYOND BUSINESS

Amato admits that being a CEO is more than a full-time job. “It’s juggling a lot of hats, and it is draining. But most people assume I never have time for myself, but they don’t see when I come home, shut off my phone, and turn on Netflix,” she said. “I sometimes stay home for a whole day to recharge my battery … I’m a homebody at heart. But I arrange my calendar so I still enjoy my life. I never have a day filled from 8 a.m. to 8 p.m. If I have a heavy morning, I want a lighter schedule at night. And I allow time for things that aren’t mortgage-related.”

Amato remembers what it was like “being a slave to the business” and does activities outside of pricing loans to allow for her other passion projects. For one, Amato loves to write, and she’s commanded authorship from her hobby, being a member of the Forbes Business Council — which includes submitting pieces for the publication — as well as writing a book called “Home At Last,” a homebuying guide. “I saw a lot of firsttime buyers and renters being misled,

and I felt they needed something to give them the raw truth and hold them accountable,” she said. “[The book includes] the things that are needed from you as a buyer or from the lender … for anyone that’s read that book, the bar has been raised in terms of customer service.”

Amato didn’t want to see another generation of first-time homebuyers feel dumb for asking questions or, worse, afraid of asking them altogether. “It’s not just for first-timers either. There are tips for veteran buyers, divorced buyers, single buyers, and people who assume they can’t buy without a partner,” she said. “Clients don’t deserve to be put in a box.”

The same principles Amato details in her book also apply to another side hustle: life coaching for clients and non-clients concerned about how to navigate complex issues surrounding home buying and abstract concepts such as goal-setting.

But Amato wasn’t satisfied with just coaching and the book. She had intentions to write and publish a memoir, but her book writer, Robert Schork, passed away in his sleep shortly before the book was finished. Grappling with grief and unsure how to move forward, Amato subconsciously pulled parts of her memoir and transformed them into a series of

vignettes and wrote a script for a play, using themes such as loss, narcissistic relationships, bullying, and addiction. “I wanted to create something that didn’t tell people how to feel, I wanted whoever was in the audience to feel something and walk out of there identifying with something,” she said.

Amato wrote feverishly and came up with “The OH Show,” a motivational speaker-style play that talks about what Amato sums up as the good, the bad, and the ugly. Her daughter directed it, selecting acquaintances and local actors to play parts. “I chose the name because the word ‘Oh’ is used differently in every scene, whether it’s a surprised ‘Oh!’ or a sad, exaggerated ‘Oh …’,” she said. “At the end of the show, I came out as the keynote speaker and shared my story.”

The show had a one-time date at the Paramount Hudson Valley Theater in Peekskill in November 2023. Amato anticipated that she would be lucky if 50 people came. She wound up with an audience of 400. “I had no expectations going into this. I wanted to share my story because, from a distance, it looks like I have it all together,” she said. “But that’s not true, and how can I empower people unless they know that and know what I went through? I want people to feel like they can do what I did, too.” ■

The women who rise above.

In 2024, we’re especially proud to highlight the women who excel despite the unique challenges they face in the workplace. Presenting this year’s selection of Mortgage Stars — Women Who Rise Above The Rest.

Being a Mortgage Star isn’t just about achieving goals. Mortgage Women Magazine evaluated the Stars’ accomplishments, philosophies, and their support for those around them. We sought individuals with a spark that inspires us to improve ourselves. They push us to do more for our clients, mentor colleagues better, and set ambitious goals. These Stars encourage all of us to reach for greatness.

The women featured here each have a

unique success story. Many began in entry-level positions and have risen to prominent leadership roles.

In these stories, we find inspiration that drives us to be better. This inspiration often leads to admiration, as we recognize that these honorees have already achieved what we strive for.

What these Mortgage Stars share is solid advice for the future. They are committed to making the industry more inclusive through both traditional and innovative approaches.

Join us at Mortgage Women Magazine in celebrating the 2024 class of women who rise above the rest, our Mortgage Stars.

Viviana Abarca

EVP, LENDING OPERATIONS LOANDEPOT

Viviana Abarca is dedicated to superior customer service and efficiently producing top-quality mortgage loans. Her efforts are always in service of the company’s employees and customers, carrying implications that hold promise to propel the entire industry forward.

Viviana's journey began as an underwriter at Countrywide in 2004. This eventually led to her recruitment by loanDepot in 2013. Over the past 11 years, she has risen through the ranks to lead frontend operations across three divisions.

Her always-collaborative approach recently brought together her team with departments across the company to drive forward the execution and launch of loanDepot’s melloNow underwriting engine, which delivers a conditional loan approval to customers in minutes by utilizing a fully digital verification process.

Viviana understands that technology is only as effective as the people behind it. Serving as a motivator and mentor to her team, she instills a sense of purpose and meaning in their work by emphasizing the importance of their role in helping customers achieve homeownership and financial goals, fostering a culture of dedication and fulfillment.

What makes Viviana a Mortgage Star?

As a true leader who has risen through the ranks in an otherwise male-dominated industry, Viviana always leads by example. She sees it as her duty to shape and grow the next generation of great female leaders in the industry — empowering young women by showing they can be smart, strong, and independent.

“Serving as a motivator and mentor to her team, she instills a sense of purpose and meaning in their work.”

Viviana's exceptional leadership and dedication to positive change make her a standout figure in the industry. She shines as a Mortgage Star and paves the way for others to follow suit.

Kaye Chapman

PROCESSING MANAGER

A&D MORTGAGE LLC

How do you approach building and maintaining relationships with clients and colleagues?

I am a bit old-fashioned in this way; I still like to mail thank you notes and birthday cards. I like to do little things that make people feel special. In our “online” world today sometimes achieving personal relationships is a bit harder. Currently I have employees in all parts of the world, so it could be harder. I try always to take time for each of them individually. Try to learn about something important to them, how I can encourage and uplift them aside from work. With clients, I try to remember their special

“I always try to speak to people and treat people with kindness.”

days, and try to check in with them regularly. Basically just let people know you care about them. Always be a person of your word, if you say you will do something, make sure you do!

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

There is still plenty of room for women to have a seat at the table. We have made great strides, but often the top-level decision

makers are still men. I would like to see the boards or management teams more diverse, both in male/female roles, but also culturally. There is value to having many mixed ideas collaborating to create a business plan or organizational structure. I will say I am proud to be from California, and our State Leadership at California Association of Realtors is 100% female this year, which is a fitting example of women being better supported and recognized.

Looking ahead, what are your goals and aspirations within the mortgage industry?

I personally would like to help bridge the gap between the lending and realtor community. I believe that more collaboration and education could assist realtors in helping their clients achieve home ownership and wealth through real estate. Here at A&D Mortgage I would like to continue to bring a perspective to our operations team that keeps the customers’ needs in the forefront and help us to improve and excel at creating a 5-star experience for our broker partners, our realtor affiliates, and the clients we all serve.

DeAn Dawson

VP OF CLIENT SUCCESS

OPTIMAL BLUE

Which of your leadership qualities do you think contributed most to your success?

I believe adaptability, empathy, and passion have played pivotal roles. Adaptability has been essential to my professional growth at an energetic startup. I embraced change, adjusted my strategies, and constantly remained open to new ideas. This flexibility has enabled me to navigate shifting landscapes effectively.

Understanding and connecting with others on a deeper level fosters collaboration and trust. Empathy helped me build strong relationships, motivate my team, and create a positive work culture. I show up to work every day with a passion to go above and beyond for our clients and employees.

How do you approach building and maintaining relationships with clients and colleagues?

Just like your mom told you, relationships matter. Building and maintaining strong relationships with clients and colleagues is essential for success. Invest in them, and they’ll pay dividends in your professional journey.

Being consistent is another important habit and one of the biggest things I talk to my

teams about. Deliver on promises, meet deadlines, and provide reliable service. Consistent behavior builds credibility.

Seek constructive feedback regularly — from your managers, mentors, and colleagues. Ask for input on your performance, communication, and collaboration. Use feedback to improve and strengthen relationships.

“Sometimes hearing difficult feedback is exactly what a person needs to show up in the future.”

Looking ahead, what are your goals and aspirations within the mortgage industry?

As a woman in leadership within the mortgage technology field, my aspirations are firmly rooted in tangible impact and growth. I am committed to empowering others, maintaining consistency, and surrounding myself with individuals who surpass my own capabilities.

My primary goal is to empower my team. I want to create an environment where everyone feels supported, motivated, and equipped to excel. By fostering collaboration, I aim to uplift those around me.

Olga Faynshteyn

BUSINESS DEVELOPMENT MANAGER LENDERLOGIX

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

Since the mortgage industry is such a male-dominated field, I think it’s important for women to embrace their voices and not be afraid to speak up. Confidence in your expertise and ideas is crucial. Seek out mentors, both male and female, who can offer support and guidance. Network actively to build connections and visibility within the industry. Remember, your perspective and insights are valuable assets that can contribute to the success of your team and organization. Don't hesitate to assert yourself, share your thoughts, and advocate for your ideas. Your contributions are essential for driving positive change and fostering diversity in the industry.

“Don’t hesitate to assert yourself, share your thoughts, and advocate for your ideas.”

How do you approach building and maintaining relationships with clients and colleagues?

When it comes to building relationships, I always lead with authenticity. I try to reciprocate the time and attention the other person is giving. It’s important in any relationship, personal or professional, to maintain a level of respect and be true to yourself.

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

The mortgage industry as a whole needs to prioritize not only technology, efficiency, and accessibility but creativity as well. I was recently at a local Women in Tech event where a panel was discussing how women continue to be the minority in male-dominated industries. At the same time, it’s often women in these fields bringing fresh, new perspectives. By embracing the different takes women bring to the table along with providing support, education, and necessary tools for success, we as an industry can continue to enhance the experiences for future generations of borrowers.

Kathryn Keeton Flanagan

SR. DIRECTOR, CUSTOMER ENGAGEMENT & SUCCESS OPERATIONS SAGENT

Can you share a mentorship experience that has been influential in your career journey?

I have been fortunate to connect with immensely talented leaders in the mortgage and financial technology industries. Their experiences motivate me, and their guidance inspires me to share with others. Marianne Sullivan, chief operating officer at Sagent, recently shared powerful wisdom: we often amplify our own mistakes, sabotaging ourselves without others even noticing. The takeaway? Believe in yourself as much as others do. Authenticity breeds trust and connection.

Which of your leadership qualities do you think contributed most to your success?

Building connections, thinking outside of the box, and listening to others. In this era of rapid change, success lies in thinking differently, forging connections, and embracing ideas. Change is hard. Being willing to take that first step and say, “We don’t have to do it how we’ve always done it,” is empowering. And when others see you do that, they come to the table with even more ideas to drive improvement. Encouraging fresh ideas creates a shared sense of ownership, propelling our products, company, and industry forward.

Looking ahead, what are your goals and aspirations within the mortgage industry?

Personally, I’d love to continue to build a community of the immeasurable women within the industry. I want to amplify the voices and

“Believe in yourself as much as others do.”

journeys of these remarkable women shaping our industry, harnessing their collective wisdom to inspire us all.

Professionally, I am looking forward to revolutionizing servicing for our clients and seizing this moment of industry metamorphosis. The future is ours to mold — let's make it extraordinary.

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

The mortgage industry must mirror the market it serves. With women leading over 51% of households, it's time to elevate more women into leadership roles and magnify their voices.

Nina Gidwaney

HEAD OF REFINANCE & HOME EQUITY CHASE HOME LENDING

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

The industry has made progress, but, as in the case of digital experiences, there's always room for growth and improvement. That’s why it’s important for organizations to keep asking questions and assessing what can be changed, improved, and/or created fresh from scratch. I’ve had opportunities to contribute and drive impact, and I’d like for even more women to have a seat at the table, so they can do the same.

“Don’t be afraid of embracing new experiences and saying yes to new responsibilities.”

understand their challenges. Whether we’re building digital experiences, launching new products, or enhancing existing ones, my colleagues and I put ourselves in customers’ shoes and make every effort to understand the complications involved with homeownership. We use our insights, data, and research to improve constantly and make the mortgage process more straightforward and less intimidating.

Looking ahead, what are your goals and aspirations within the mortgage industry?

How do you approach building and maintaining relationships with clients and colleagues?

Buying a home is an emotional, complicated, and financially impactful process. But it can also be one of the most positive and meaningful experiences in someone’s life. When I work with our customers, my first intention is to remove complications and truly

I am looking forward to a future mortgage industry that prioritizes the customer experience at every stage. I’m proud of the work we are doing at Chase to focus on our customers and constantly improve their experience. We recognize that the right time to buy a home varies from person to person and from family to family. Life changes happen, and circumstances can force people to move. Ultimately, we want to use the information we have at our fingertips to create a seamless experience when the time is right for our customers. As the digital landscape and AI/ML technologies continue to advance, I’m excited to see how we can create additional value for our customers and our business over time.

Ashley Hickmon

SVP

FAIRWAY INDEPENDENT MORTGAGE CORPORATION

Ashley's profound impact on the mortgage industry is indisputable, setting her apart as a significant contributor. Her exceptional performance as a top producer, consistently closing impressive numbers year over year, reflects her unwavering dedication and expertise. In 2023 alone, she closed 163 units totaling $63 million in volume, attesting to her remarkable success.

What truly differentiates Ashley is her proactive approach to fostering a positive workplace culture. Through the establishment of an ambassador program at Fairway, the team she assembled champions joy and connection among employees, extending warm greetings on birthdays and anniversaries and welcoming new hires.

Beyond her role as a cheerleader and encourager, Ashley's willingness to support others is exemplary. Her disciplined work ethic, boundless energy, and inspiring leadership inspire those around her to excel. Ashley's impact extends beyond her impressive numbers; she cultivates a supportive environment where collaboration and growth flourish. Through her actions, she not only shapes the industry but also uplifts and empowers those within it, solidifying her legacy as a trailblazer in the mortgage sector.

What makes Ashley a Mortgage Star?

Ashley's distinction as a Mortgage Star is undeniable, stemming from her multifaceted contributions and unwavering commitment to mentorship and leadership. Beyond her stellar performance as a top producer, Ashley's role as a coach and facilitator sets her apart. Leading mastermind groups and pro-

“She cultivates a supportive environment where collaboration and growth flourish.”

viding personalized coaching sessions, she empowers her peers to reach their full potential, both professionally and personally.

Ashley's approachability, combined with her wealth of experience and expertise, makes her a trusted guide and mentor within the industry. By investing her time and energy in supporting her colleagues, she fosters a culture of collaboration and growth, elevating the industry as a whole. Ashley's impact extends far beyond her individual achievements; she leaves a lasting legacy of empowerment and excellence, inspiring others to strive for greatness in their mortgage careers.

Heidi Iverson

VP OF STRATEGIC PARTNERSHIPS MOBILITY MARKET INTELLIGENCE

Which of your leadership qualities do you think contributed most to your success?

I would say that being analytical, curious, adaptable, and good with ambiguity are some of the leadership qualities that have contributed to my success. Coming from a background in regular Psychology first and then later in Industrial and Organizational Psychology, I’ve always had a healthy dose of curiosity about data and trends and had a strong desire to help others live their best lives and be successful. Early on in my career, I realized I could have the greatest impact by working

“It’s important to be a good listener, ask great follow-up questions, and ensure my actions always align with my words.”

with big companies and identifying ways they could increase their employee engagement through data. Having these experiences early in my career allowed me to be comfortable with ambiguity because every client situation

requires a different solution that is unique to their environment and culture. These skills remain invaluable today when I’m working with clients to achieve their goals.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

My advice to other women beginning their careers is to learn to communicate effectively in front of a group, not be afraid to shine, and find their own personal driving purpose or their “why” early so they can really understand what makes them happy in life — and then, find work they can do to bring their ‘why’ to life every day. Jim Rohn once said, “If the WHY is powerful, the HOW is easy.” So, being able to answer this question for yourself will not only provide for a more fulfilling life but will also make for more success along the way.

How do you approach building and maintaining relationships with clients and colleagues?

For me, building and maintaining great relationships starts with being genuinely curious about people, interested in their well-being, and wanting to help them reach their goals, whatever they may be.

Denise James

SVP OF QUALITY CONTROL AND FRAUD SOLUTIONS XACTUS

Which of your leadership qualities do you think contributed most to your success?

Perseverance and optimism. This is such a special industry. You participate in one of the most critical life events any one person can experience. As a Black woman, we still face equity imbalance because I represent a class of people who are underserved, underbanked, and underrepresented. However, we can't let that serve as a barrier to entry or ascension. Perseverance fuels my can-do approach and attitude for getting the job done while executing with a level of excellence. Optimism drives my hope that if I treat others with respect and dignity, it will be reciprocated.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

The most important advice I would give is to be true to yourself. Surround yourself with smart and endearing people. This is a people business, irrespective of the technology that drives it. Be observant and remain focused on the end game. Everything that happens on your journey is meant to teach you something for the next path chosen.

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

The mortgage industry has experienced unprecedented progress over the last few years, and I look forward to continued develop-

“Everything that happens on your journey is meant to teach you something for the next path chosen.”

ments over time. I would like to see more female leaders lending their expertise and experiences more directly. Significant development in shaping organizational structure so that women are represented more prominently. Being true to myself, I would like to see an increase of inclusion, by women of color in these highly visible and prominent roles as a representation of all communities served.

Kristin Keller

SVP OF REAL ESTATE LENDING AMPLIFY CREDIT UNION

Can you share a mentorship experience that has been influential in your career journey?

The one person who stands out the most is a female bank executive. She has and continues to help me think through situations and determine the best way to manage challenges or how to reframe and organize my thoughts based on her experience. I call it a work therapy session. I know after speaking with her, I will have my thoughts reorganized and a path forward. The best part of having her as a

“Understanding others’ perspective is key to building and maintaining relationships.”

mentor is I can quickly visit and talk to her for 15–30 minutes (or longer) and she is able to get me refocused and on the right path again. She has been instrumental in my growth, not only in my career, but also as a person.

How do you approach building and maintaining relationships with clients and colleagues?

Treating everyone with respect is critical as well as being your authentic self. Under-

standing their perspective is key to building and maintaining relationships. I also try to find commonality between the individual and myself to deepen that relationship, if possible. We are all terribly busy, but when time allows, checking in with your network and clients, past and present, helps to keep those relationships. Additionally, setting the correct expectations and following through on those expectations is important to building trust, especially with clients.

Looking ahead, what are your goals and aspirations within the mortgage industry?

I am focusing on two areas: affordable housing and technology. With home prices and interest rates being where they are, it is exceedingly difficult for mortgage-ready borrowers to afford a home today. Affordable housing is important for community development in that it betters quality of life, promotes civic engagement, and helps create economic stability.

In an industry with tighter margins and customers looking for seamless transactions, we need to learn and embrace technology as it is developed to help both our bottom line and the overall customer experience.

Joy Knoch

CHIEF STRATEGY OFFICER

FAIRWAY INDEPENDENT MORTGAGE CORPORATION

Can you share a mentorship experience that has been influential in your career journey?

I have had many mentorships that have been influential in my career, as I fully believe in being coached. I have had a business coach in some aspect of my life for over 10 years. Each of these coaches has had a huge impact during different seasons of my career journey.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

Just keep going. Not every decision you make will work out but don't give up on yourself. Don't be afraid to use your voice and share your thoughts/ideas. Always be learning something new. As you advance in your career, never forget where you started.

Looking ahead, what are your goals and aspirations within the mortgage industry?

We are really focused on leveraging technology to enhance/improve both the borrower experience and the overall efficiency of manufacturing mortgage loans. The more efficient we can become, the more we can drive down the costs that continue to rise within the mortgage industry.

How do you approach building and maintaining relationships with clients and colleagues?

I feel it is important to always include those around you at the table when decisions are being made. The more we work collectively, the more opportunities we have to build relationships with our colleagues.

“I believe strongly in listening first to those you are leading.”

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

Equal opportunity for everyone.

Which of your leadership qualities do you think contributed most to your success?

As a leader, I strongly believe in listening first to those you are leading. Everyone deserves to be heard and share their ideas. We are better together than we are as one person.

Kara Lamphere

CHIEF OPERATIONS OFFICER

CLICK

N’ CLOSE

Which of your leadership qualities do you think contributed most to your success?

To quote Doris Kearns Goodwin’s book on Abraham Lincoln titled “Team of Rivals,” “His success in dealing with the strong egos of the men in his cabinet suggests that in the hands of a truly great politician the qualities we generally associate with decency and morality — kindness, sensitivity, compassion, honesty, and empathy — can also be impressive political resources.”

“Find your passion and lean into it.”

I believe these qualities hold true in leadership. When we broaden our teams and learn from others, growth happens. Leadership is having “a team of rivals” to complement your weaknesses and fill in gaps.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

Find your passion and lean into it. The passion may not be a traditionally defined role in mortgage but an act such as leadership or analytics. From there, you can find a role

that allows you to use your leadership, your analytics, and your passion. Find, develop, and nurture that passion by continuously learning and surrounding yourself with individuals who can help guide you toward achieving your goals.

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

A rising tide lifts all boats. As the mortgage industry works to improve access to homeownership for LMI and minority borrowers, that shift in mindset has already tremendously improved opportunities for women and minorities to not only enter the industry but also succeed. In my experience, mortgage lending has always rewarded effort and results, even if workplace and cultural attitudes have not been as welcoming or inclusive as they should have been. That environment is also changing, so in that respect the industry has already made significant strides to better support women professionals and, so far as I can tell, will continue to do so.

Heather Lovier

CHIEF OPERATING OFFICER

ROCKET COMPANIES

Can you share a mentorship experience that has been influential in your career journey?

One mentorship experience that deeply influenced my career trajectory was when I had the opportunity of being paired with a seasoned executive. This individual not only offered invaluable guidance but also gently nudged me to explore beyond my familiar territory and get comfortable being uncomfortable. Their unwavering encouragement to seize fresh opportunities and embrace calculated risks played a pivotal role in boosting my confidence and fostering my professional advancement. Thanks to their unwavering support, I came to understand the significance of lifelong learning, resilience, and viewing challenges as stepping stones to growth. This mentorship journey not only honed my skills but also ingrained in me a mindset of adaptability and perseverance, which continues to be my compass in navigating the twists and turns of my career path.

How do you approach building and maintaining relationships with clients and colleagues?

My way of creating and sustaining relationships with clients and team members is based on authenticity, communication and reliability. I em-

phasize active listening to grasp their needs and concerns, establishing real connections based on trust and mutual respect. Frequent, honest communication ensures clarity and agreement while constantly fulfilling commitments that build trust and improve relationships over time.

“Build confidence in your skills and never undervalue yourself.”

Looking ahead, what are your goals and aspirations within the mortgage industry?

Looking ahead, my goals and aspirations within the mortgage industry revolve around leveraging AI to drive innovation while maintaining a strong focus on care and empathy in our client interactions. I aim to harness AI-powered tools and analytics to enhance efficiency in mortgage processes, strengthen quality, and deliver personalized experiences for clients. While AI can certainly expedite tasks and streamline operations, I firmly believe in the importance of human connection and empathy in client communication. AI will not replace heart and empathy. My vision is to integrate AI seamlessly into our processes to improve speed and accuracy while ensuring that our clients feel understood and supported with care every step of the way.

Bernadette McDonnell

VP

DOVENMUEHLE MORTGAGE

Which of your leadership qualities do you think contributed most to your success?

A strong work ethic, commitment to getting things done, and flexibility driven by common sense. Be confident, go after what you want, and do not be afraid to fail. Learn from your failures rather than stew on them. Try a variety of roles to find your niche.

“Be confident, go after what you want, and do not be afraid to fail.”

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

To women starting their careers in the mortgage industry, I advise embracing a mindset of lifelong learning and actively seeking mentorship opportunities. Building a solid professional network is crucial, as well as providing support and opening doors to new possibilities. Additionally, I emphasize the importance of advocating for oneself, as confidence and assertiveness are essential in navigating this competitive industry. Remaining adaptable and receptive to change is equally important in this mortgage business.

How do you approach building and maintaining relationships with clients and colleagues?

I build and maintain relationships with clients and colleagues through open and honest communication, actively listening to their needs and addressing concerns. I strongly emphasize transparency and deliver on my promises, fostering trust and creating long-lasting partnerships. Central to my approach is ensuring clients feel valued and supported through personalized solutions and professionalism. I promote teamwork and collaboration amongst my colleagues within the workplace, encouraging a positive and inclusive work environment as we strive towards shared goals.

Looking ahead, what are your goals and aspirations within the mortgage industry?

My goals include leading impactful projects that optimize and elevate mortgage servicing processes. I am committed to mentoring the next generation of mortgage industry professionals, particularly young women, by guiding them toward growth and success. I aspire to refine servicing practices to be more efficient and client-centric. I aim to leave a legacy of advancement and innovation in the mortgage industry.

Rana Mortensen

EXECUTIVE DIRECTOR

NEXA MORTGAGE LLC

Can you share a mentorship experience that has been influential in your career journey?

Seven years ago, I was fortunate to connect with Mike Kortas through a mutual acquaintance. Mike has a wealth of experience and generously shared his knowledge and insights about the mortgage industry. He continues to constantly push me to step outside my comfort zone, and challenges me to take on new projects, allowing me to grow professionally, gain confidence in my abilities, and advance my career. Overall, Mike’s mentorship has been instrumental in shaping my career and provided me with invaluable guidance.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

You don't need to have all the answers. It's about learning as you go and embracing a continuous learning process. While you don’t have to have all the answers, asking the questions is essential to gain understanding, find solutions, and make progress. There's a wealth of resources out there to obtain knowledge. Interactions with both women and men in the industry offer invaluable learning opportunities.

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

Enhancing and improving support for women across all aspects of the industry is crucial. We need to answer the call to “stand in the gap,” address the needs specific to

“The industry doesn’t have to foster an ‘us versus them’ dynamic.”

women, and take action. Sustained collaboration and support for women within the industry are paramount. Given the ever-evolving landscape, it's essential that we remain adaptable and open to changes that benefit everyone in the industry. Remaining stagnant while the world changes around you is akin to trying to keep your boat from moving in a swiftly flowing river. Movement and momentum are essential to effectively navigate the river's currents and make progress in the ever-changing environment.

Joni Pilgrim

CEO

NATIONWIDE APPRAISAL NETWORK

Joni Pilgrim stands out as a significant contributor to the mortgage industry due to her visionary leadership and use of data-driven technological solutions at NAN (Nationwide Appraisal Network). Over the past two decades, Joni’s strategic implementation of automated processes has not only resulted in increased market share but has also transformed industry practices, maximizing efficiencies for lenders, brokers, and appraisers. Her commitment to innovation is evident through NAN's substantial investment in cutting-edge business intelligence tools, partic-

“She fosters unity and empowerment among women.”

ularly the integration of predictive analytics. This approach has reshaped the appraisal process, ensuring that NAN's lender and broker partners are matched with the highest-rated appraisers in their respective markets.

What makes Joni a Mortgage Star?

Joni truly embodies the essence of a Mortgage Star, not only through her groundbreaking contributions to the industry but also through her dedication to empowering and

uplifting women within it. As a co-founder of RISE, a prominent community of women in the mortgage finance industry, Joni has created a platform that serves as a beacon of support and guidance for women across generations. Through RISE, she fosters unity and empowerment among women by facilitating intentional outreach, networking, and education. The organization's vision focuses on leading and influencing women in the industry, providing them with opportunities for both personal and professional growth. Monthly virtual events hosted by RISE offer valuable industry insights and motivational sessions designed to inspire the growth and development of its members.

Joni’s commitment to empowering future women leaders in the mortgage industry is commendable and sets her apart as a true Mortgage Star. Her tireless efforts, both at NAN and RISE, demonstrate her dedication to paying it forward and nurturing the next generation of women leaders. Her unwavering support for women, combined with her groundbreaking contributions to the mortgage industry, make her a Mortgage Star.

Susan Pomilia

REGIONAL MANAGER

SUPREME LENDING

Can you share a mentorship experience that has been influential in your career journey?

I have been fortunate to have a few stellar mentors during my career. Going back to my early days, Mary Alger shared some valuable wisdom about the importance of responsiveness. She gave me great advice about the significance of timely communication, even when delivering less-than-ideal news. Being prompt and transparent in your communication can be crucial in maintaining trust and integrity, especially in challenging situations. You can’t say “No” fast enough. In today’s market, the game is about expense management. Production is always the focus for our originators, but managers and P&L owners should be hyper-focused on their expenses. Another mentor taught me that every dollar spent on your business should return two. I keep this in mind when investing in everything from support staff to office equipment to marketing projects.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

My advice is to be confident, self-aware, and authentic. I believe it’s essential to own your power and embrace your unique strengths to

break through the barriers of this traditionally male-dominated field. Focus on building genuine relationships and being visible in your community. Create your own network of referral partners through personal branding, and you will surely succeed.

“It’s essential to own your power and embrace your unique strengths.”

How do you approach building and maintaining relationships with clients and colleagues?

When you genuinely enjoy your work, and the people you work with, fostering and maintaining relationships becomes a more natural and easy process. An emphasis on active listening and understanding the underlying message is crucial for effective communication, especially considering that not everyone finds it easy to express themselves. By meeting clients and/or colleagues where they are emotionally, you demonstrate empathy and create a supportive environment that encourages open communication. This not only helps them feel valued and understood but also strengthens the foundation of trust in the relationship, which leads to deeper connections, increased collaboration, and more opportunities for business growth.

Kelly Rivas

CEO KELLY MORTGAGE CENTER (KMC LOANS)

At a recent California Mortgage Expo, Kelly Rivas, otherwise known as “The Mortgage Queen,” emerged from a crowd of navy- and black-suited men, wearing a sparkly white blazer and skirt, dripping in silver jewelry, and sporting a dazzling crown.

Rivas has always believed in the mantra, “When you look good, you feel good.” To her, it’s important to dress to impress in this industry.

“It’s gotten me through many doors, to be quite honest with you,” said the CEO of Kelly Mortgage Center (KMC Loans). “It shows that you care.”

“Confidence is everything.”

But Rivas’ lavish attire isn’t just some gimmick to draw attention, she explained. It actually has a much deeper message.

Often, Rivas notices women show up to business events in the same drab colors as their male counterparts — gray, black, and other muted tones — perhaps in an attempt to ap-

pear more serious. For those who want to blend in with the crowd, that’s the menu of options. Other women who aren’t afraid to stand out and embrace their femininity could take a note from The Queen herself.

“This crown symbolizes something for me that I never had and once I reached it, it changed my life. Confidence is everything, and I learned that the second I was able to wear this out in public,” Rivas said.

Rivas launched her own brokerage, Kelly Mortgage Center, in 2005. In 2023, her sales team accomplished $10.5 million in loan production.

The book Rivas wrote and published, The Mortgage Matrix: Lies, Cheats & Deceptions … The Ugly Truth About Your Bank, offers guidance concerning loan modifications, short sales, foreclosures, bankruptcy, and more. Rivas also has her own nonprofit, WHHAM.ORG, dedicated to helping people achieve homeownership by improving their financial literacy.

Shannon Santos

EVP OF DATA SOLUTIONS

INFORMATIVE RESEARCH

Which of your leadership qualities do you think contributed most to your success?

My leadership success is attributed to my forward-thinking approach and commitment to innovation in the mortgage industry. I prioritize efficient processes and data-driven solutions that benefit lenders and borrowers alike. My strong advocacy for cost-effective prequalification tools and predictive modeling demonstrates my visionary mindset. My ability to drive industry-wide improvements and my dedication to my work are essential leadership qualities that have led to my success. My background in athletics and my experience as a Division One athlete have played a significant role in shaping my leadership qualities. The grit, discipline, and tenacity I developed on the field have translated to my professional life, helping me approach challenges with resilience and a results-oriented mindset. My ability to prioritize, schedule, and make strategic decisions, honed through years of sports, has been instrumental in my success. By integrating the lessons from my athletic past with my innovative approach to business, I have been able to drive industry-wide improvements and continuously strive for excellence in my work.

How do you approach building and maintaining relationships with clients and colleagues?

I approach building and maintaining relationships with clients and colleagues through communication and genuine interest in their needs and goals. I believe in establishing trust and rapport by being attentive, responsive, and transparent. I foster long-term relationships built on mutual respect and collaboration by providing exceptional service and consistently delivering on promises.

“Seek mentorship opportunities and proactively build networks within the industry.”

Looking ahead, what are your goals and aspirations within the mortgage industry?

My goals and aspirations within the mortgage industry include driving further innovation and efficiency in lending practices. I aim to continue reshaping the industry by advocating for and implementing data-driven solutions that benefit lenders and borrowers. I also aspire to mentor and empower the next generation of industry leaders, sharing my knowledge and experience to shape the future of the mortgage industry. Ultimately, I envision an inclusive, efficient industry that delivers exceptional service to all stakeholders.

Rebecca Seward

DIRECTOR OF PRODUCT (MORTGAGE) OCROLUS

Can you share a mentorship experience that has been influential in your career journey?

When I first started in product, I had a supportive manager and talented product leader who taught me the power of effective communication. They challenged me to ask more effective questions to help me identify the “why” behind an ask instead of accepting proposed solutions. They empowered me to make decisions, which I valued because I am most productive when I have a certain level of autonomy. This helped me juggle conflicting priorities among key stakeholders and ensured I delivered the solutions that would be most beneficial for the business and its customers.

the counsel of those who will support you in realizing your career aspirations, and don’t fall victim to imposter syndrome. You have a unique perspective that provides value, so know your worth.

Looking

ahead, what are your goals and aspirations within the mortgage industry?

“You have a unique perspective that provides value, so know your worth.”

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

Stay true to yourself and follow your passions. Wherever you want to go in your career, do not be afraid to pursue that, and don’t allow others to dissuade you. Seek out

I want homebuyers to have the best, most seamless experience possible. Obtaining a mortgage in this country is a privilege, so the process should be smooth and enjoyable. For the buyers, that means ample online resources and intuitive application systems that make it easier for them to understand what is needed of them through each step of the process. This would include more investment into the servicing side of the business, which needs to be addressed and often neglected. For lenders, this means solutions that streamline the mortgage process, from application to post-closing. I’d like to see a more significant investment in automation through each stage, making mortgage professionals more effective and less risk-averse. The more a lender is supported through technology, the better customer experience they can provide to the borrower.

PROFESSIONAL DEVELOPMENT

A Seat At The Table

The newly-formed Mortgage Women Leadership Council offers women in the industry support to navigate challenges and achieve work-life balance

BY SARAH WOLAK, STAFF WRITER, MORTGAGE WOMEN MAGAZINE

Kelly Hendricks is a senior vice president at a midsized company based in Missouri called Delmar Financial Company. Hendricks, who has been in the industry for 24 years, isn’t a stranger to the cyclical nature of being in the financial services realm. But over the last year, she’s noticed a change of tone in the mortgage industry workforce. Between grumblings in Facebook groups and crowded LinkedIn feeds filled with people looking for new opportunities after facing a layoff, burnout has suctioned itself to the mortgage industry and hasn’t relented. Hendricks knows the remedy: leaning on each other. Women in the industry— including herself — need a supportive outlet.

She’s not alone in this sentiment.

Across the mortgage industry, it is arguable that the majority of originators are worried about how the state of interest and mortgage rates may affect their ability to bring home the bacon. Hendricks, who also serves as managing editor of Mortgage Women Magazine, is privy to demonstrating a work-life balance between her job at Delmar, managing a magazine, and mothering her 19- and 23-yearold children. This past year, however, has proven difficult. “From a leadership perspective, those that are in any type of management position … we’re seeing the same issues of burnout, exhaustion, and frustration with our staff,” Hendricks admits. “There are a lot of trade organizations out there but not many or any that focus on women in the industry, and there are unique challenges that come with [being a woman] in our industry.”

SOUND BOARDING AND MENTORSHIP

Hendricks, however, has a glimmer of hope. The newly formed Mortgage Women Leadership Council (MWLC), described on its website as “a dynamic network empowering women in mortgage,” aims to pro-

vide a support system for those who don’t have or simply want an outlet to collaborate, network, vent to, and share ideas with. The new council lets Hendricks combine two of her loves: mortgage and Mortgage Women Magazine, which was named the creator of the council. “[The market] goes through cycles, and when we come out of the other side of these stressful cycles, you need a forum to be able to talk about managing it all, not just the work-life, but the home-life balance, too,” Hendricks said. “Having an outlet like this council will provide a high-level benefit to our members to have an outlet they need to get advice, to seek transition help, to seek general product knowledge.”

Hendricks also acknowledged that especially when it comes to working at a tight-knit company, it’s imperative to have resources that extend beyond your direct organization. “When you’re at a smaller company, there aren’t many people I can talk to that don’t affect my day-to-day operations. I need somewhere to brainstorm, collaborate, vent, and find solutions to bring back to my organization,” she said.

Erica LaCentra, chief marketing officer for Connecticut-based RCN Capital, agrees. “Despite it being 2024, there is

“The market goes through cycles, and when we come out of the other side of these stressful cycles, you need a forum to be able to talk about managing it all, not just the worklife, but the home-life balance, too.”

KELLY HENDRICKS

still a surprising lack of resources available to women in the mortgage industry to help them grow professionally in the space,” she said. “With the mortgage industry still being a male-dominated space, especially when it comes to leadership positions, it was nice to see a council created to provide access to resources for professional development, networking, and mentorship. The hope is that these tools will empower women and give them the skills they need to be able to climb the ranks and achieve leadership positions.”

Melissa Pianin, executive director for MWLC, became involved with the council because her team realized there was “a clear need for a support system for women who would like to be in leadership or are in leadership.”

Pianin has a background in this field and in association management. She

formerly served as the executive director of the National Association of Professional Mortgage Women (NAPMW), a community of professionals who engage in the mortgage/ banking industry. Pianin also serves as a marketing and events associate for American Business Media and specializes in coordinating and running events with Originator Connect Network, a brand of American Business Media. “This role is different from my past experience because I get to be more directly involved with creating events for this council,” Pianin said. “I want local or regional networking events to get women in the same room with each other, and I hope to partner with Originator Connect Events.”

CRAFTING CULTURE

Pianin knows that in-person events are

just a fraction of what the council will accomplish. “I’m looking to create some virtual events that would help bolster the skills we need as woman leaders. [I envision] webinars, leadership training, how to deal with other humans in the workplace,” she said. “Women don’t get a lot of training in this industry. We aren’t taught about how to craft company culture or how to be the best leader.”

While running Originator Connect Network events, Pianin says she’s heard time and time again requests for groups of supportive women, as well as gripes about what the industry is lacking altogether. “I hear [women] express that they’re looking for a forum to network where being a woman and supporting women in leadership is normalized. When we see a woman in leadership in mortgage, we may overlook how much work she put in

and her journey to get into that position,” Pianin said. “Women have many responsibilities outside of work that are seen as getting in the way of being dedicated to their jobs, and when a woman [can] get past that and still succeed, I think we need to have a platform to appreciate that and provide them with a support system.”

Jay Arneja, VP of Industry Strategy, Digital Mortgage Solutions at nCino, joined because she’s experienced the same longing for a group of like-minded women in the industry. “With my background and 30+ years in mortgage ranging from being a closing scheduler to doc drawer to managing closing departments for high profile branches and then being in leadership positions building tech for mortgage for the last 10 years, it is time for me to pay it forward and guide other women in mortgage tech through forums like MWLC,” she said.

STRUCTURE

Pianin clarifies that virtually anybody can join the council, including men who would like to support the initiative. The council is structured with different tiers of membership made to accommodate any professional in the mortgage industry, regardless of their goals. “We have individual memberships which are open to anyone whether you’re an LO or CEO,” Pianin said. “Next is our ELITE supporters which is geared towards companies who want to buy memberships for employees. And we’ll have an advisory board consisting of current members who would like to be more involved from a leadership standpoint in the council.” Pianin also disclosed that the council seeks to create a mentorship program

and members can disclose whether they would like to mentor or be mentored.

Meghan Hogan, MWLC’s Director of Digital Communications, says that she’s witnessed women see another’s success as a call to competition. But the council is aiming to squash that viewpoint. “This council is a place to empower women,” Hogan said. “I was inspired to join in creating the council because one of my best friends has been in the industry for over a decade, and my sister is now working in the mortgage industry as a marketing person … I’ve heard about some of the difficulties they’ve faced as women in the industry.”

Hogan said that one of her personal goals heading into 2024 was to bolster Mortgage Women Magazine. She attended Mortgage Star, an annual conference hosted by Originator Connect in New Orleans, and was “moved” by the speakers’ stories. Hogan, who isn’t a writer, felt compelled to write an online piece for National Mortgage Professional, recapping the stories shared at the conference.

When the idea to form a council was put forward in December 2023, Hogan knew that she wanted to get involved on the marketing side. “I joke that I send the emails,” Hogan says with a chuckle. “But I know there’s a greater purpose especially when it comes to design, people supporting this council all have great ideas and I know that I can help by visually getting those ideas out there, to help with social media to keep the conversation going.”

Hogan continued, “The part I can have in [this council] is funneling women’s stories and getting their word out on social media to get others inspired and interested.” ■

Your seat is waiting for

Join us and be a driving force in creating a more inclusive and thriving mortgage industry. Together, as a united community, we believe we can make real change. ENJOY ONE YEAR FREE WITH OUR CODE MWM2024

ADVISORY BOARD

Margie Ambrosio

DIR. OF MORTGAGE TECHNOLOGY, SVP, UNITED BANK

“We have chosen to be part of an industry that is typically and historically male dominated. This means that among other things, there are precious few women in leadership for us to emulate. It is our duty as women in leadership to help to change that.

Jay Arneja

VP, INDUSTRY INITIATIVES | DIGITAL MORTGAGE SOLUTIONS, NCINO

“I am a firm believer in the phrase 'Empowered Women, Empower Women.' When you combine feeling empowered with being a leader who sets visions and deliverables for groups knowing we all rest on the shoulders of the gregarious women that came before us, we start to live the various definitions of leadership and empowerment. ”

Daniella Casseres

PARTNER, MITCHELL SANDLER PLLC

“I see leadership as a commitment to nurturing a culture that embraces different perspectives and experiences. It's about leading by example, advocating for equality, and empowering women to thrive professionally and personally.”

ADVISORY BOARD

Laura C. Dantuma PRESIDENT & FOUNDER, FEMME CAPITAL PARTNERS

“Knowledge is power. I have only always lifted women up by showing them how to believe in themselves and how to access equality! We are bridging gaps for women thru education.”

Kristin Keller

SVP REAL ESTATE LENDING, AMPLIFY CREDIT UNION

"I believe it is critical for today's leadership to provide as many mentoring and/or coaching opportunities as possible, to give women the authority to make decisions, to understand and provide the flexibility women often need to juggle their work and family lives, while also ensuring they have a clear path for personal exploration and growth."

LaDonna Lockard CEO, MAXIMUM ACCELERATION

“Leadership is living authentically to drive and empower others to become the best version of themselves. It doesn't come from a place of judgement or criticism but rather from a collective transmission of experience and a desire to see others succeed.”

ADVISORY BOARD

Kenneshia Martin MORTGAGE BROKER/REALTOR, MARTIN MORTGAGE FINANCIAL, LLC

“Leadership involves creating pathways for women to thrive professionally and personally. This means advocating for equal opportunities, fair compensation, and representation at all levels of the mortgage industry. It also entails providing mentorship, resources, and guidance to help women navigate challenges and seize opportunities for advancement.”

Elizabeth Mix VP, WAREHOUSE LENDING, WESTERN ALLIANCE BANK

“I think it’s extremely important to for us to help each other build confidence and focus on learning our self-worth and putting our fears behind us so we know our opportunities are not limited — we can achieve anything we want. ”

Tammy Richards CEO, LENDARCH; COO, KIND LENDING

“Leadership is when the you enable the people around you to reach their goals. The true measure of success for me is to see my friends and team members reach new heights in their careers. ”

Yolanda Adams

Audra Agen

Irene Amato

Margie Ambrosio

Megan Anderson

Nicole Andrews

Margaret Argento

Jay Arneja

Dana Arrington

Alyson Austin

Tanya Ball

Heidi Belnay

Andrew Berman

Christina Bianco

Mandy Blankenship

Coleen Bogle

Beverly Bolnick

Regina Braga

Susan Byrd

Cheryl Cameron

Stacy Caprioli

Julie Carmichael

Audrey Cespedes

Megan Chastain

Ginger Colson

Linda Conner

Shanta Crawford-Hill

Jeri Creson

Adria Daniels

Laura C Dantuma

Julie Davis

DeAn Dawson

Desiree DeJohn

Jennifer Dorr

Erica Drzewiecki

Reija Eden

Annmarie Edwards

Angel Elliott

Olga Faynshteyn

Nicole Finlinson

Beth Flure

MEMBER DIRECTORY

Jennifer Fortier

Patricia Garriga

Kim Gasca

Dana Georgiou

Tammy Golden

Roni Gonzalez

Lisa Green

Natalie Grigg

Annu Gyani

Aneeza Haleem

Erin Hamilton

Aprill Harmon

Patricia Garriga

Kim Gasca

Dana Georgiou

Lorraine Giron

Tammy Golden

Roni Gonzalez

Lisa Green

Natalie Grigg

Annu Gyani

Aneeza Haleem

Erin Hamilton

Aprill Harmon

Cindi Harris

Lori Harrison

Kim Hasty

Mayra Hawkins

Kelly Hendricks

Tara Hickey

Nhung Mong Ho

Meghan Hogan

Stephanie Holdsworth

Laura Hopkins

Sarah Houser

Kara Jensen

Karen Johnson

Shannon Jones

Monica Kaspar

Kathryn Keeton Flanagan

Kristin Keller

Regan Kelly

Kathy Kemper-Zanck

Emm Kennedy

Laila Khan

Risha Kilaru

Shelle Kirk

Erica LaCentra

Arcelia Lamar

Sara Lavenka

Kristie Lindig

LaDonna Lockard

Delores Lopez

Amy Marsh

Erika Martens

Kenneshia Martin

Michelle Maslin

Robert McAvoy

Joy McCoy Flores

Rhonda McGill

Julie Menning

Elizabeth Mix

Stephanie Moore

Cassandra Moreno

Regina Morgan

Rana Mortensen

Maria Moskver

Jamie Mottern

Norma Murphy

Stacy Murray

Alan Nero

Kim Niccum

Dawn Noble

F. Orlando

Janet Pagan

Shelly Panzarella

Eliana Parada

Sabrina Park

Jen Peachman

Navindra Persaud

Tara Pettersen

Patti Phillips

Melissa Pianin

Ashley Puckett

Lis Quick

Cassandra Rabena

Monica Raciti

Kari Rebhen

Adrea Reed

Belinda Reine

Chrissi Rhea

Tammy Richards

Tammy Robbins

Michelle Rocha

Lorie Rojas

Mindy Rothenberger

Rachelle Rowan

Leora Ruzin, CMB, AMP

Alicia Sandoval-Luchini

Barbara Santner

Brittney Sargent

Nicole Semerad

Billie Simoneau

April Smith

Jennifer Smith

Troyia Smith-Myers

Monica Steele

Shalonda Sumpter

Michelle Tarkowski

Janna Valencia

Leila Valentino

Alison Valvo

Vincent Valvo

Neena Vlamis

LaTasha Waddy

Holli Walker

Christopher Wallace

Michelle White

Sarah Wolak

Tanya Wright

Rosie Zamora

Suha Zehl

* Membership as of 5/22/24

JOIN THE DISCUSSION

Join the exclusive MWLC LinkedIn group to connect with other members, contribute feedback, ask for help, and get to know one another.

MEMBER RESOURCES

COMPLIMENTARY CE

Fulfill your yearly continuing education requirements for free with MWLC. Or, reach out to us for more information regarding corporate discounts for bulk CE training.

CONNECT WITH OTHER MEMBERS

Use the member directory to find and connect with other members. Be sure to fill out your profile so others can find you, as well!

ATTEND EXCLUSIVE WEBINARS

Attend webinars on a variety of topics hosted by experts. Find upcoming webinars on the calendar and attend for free.

APPLY FOR THE ADVISORY BOARD

Are you passionate about empowering women in the mortgage industry? Apply for a position on the Advisory Board, a 2-year term with new members admitted once a year on a rolling basis.

ADMIN TEAM

GET MORTGAGE WOMEN MAGAZINE

Mortgage Women Magazine will soon become exclusive for council members. Your membership will always include free access to this magazine.

Reach out to us directly with any questions, comments, concerns, or suggestions at info@mwlcouncil.com

Kelly Hendricks Managing Editor,

Melissa Pianin Executive Director,

Meghan Hogan Dir. of Communications,

Supporting the women who rise above.

Thank you to these sponsors of the Mortgage Women Leadership Council and the Mortgage Star Conference for Women.