Technology plays a critical role in delivering the kind of experience borrowers deserve when buying a home. At Newrez, innovation isn’t just about automation or efficiency—it’s about empowering people to do their best work.
In a recent Newrez Voices discussion, Chief Information Officer Brian Woodring shared his perspective on leading a tech-forward mortgage company. He broke down Newrez’s people-first culture, our approach to technology and the role of AI in streamlining operations.
Newrez's People-First Culture
While Newrez is deeply committed to innovation, Brian said that what drew him to the company wasn’t just the tech—it was the people. Across every department, Newrez fosters a collaborative, people-first culture that not only makes it a great place to work, but also leaves a lasting impression on our customers.
This mindset extends beyond our internal teams to our relationships with brokers and partners. Transparency and trust are central to how we communicate, and that creates an environment where growth and learning are prioritized.
Transparency in Technology
In the world of mortgage technology, companies may face a strategic decision: should they build custom software tailored to their unique processes, or buy off-the-shelf solutions from established vendors? This “build vs. buy” debate could be especially relevant in an industry where compliance, customer experience and operational efficiency must all align.
At Newrez, we take a hybrid approach. We build our own tools when it helps us stand out—especially in areas like customer experience or sales—and we rely on trusted third-party platforms for functions that benefit from consistency and compliance. For example, our internally developed systems like H2O (for origination) empower our teams with tools designed specifically for our workflows. Meanwhile, platforms like Salesforce® help us stay aligned with industry best practices and scale efficiently.
Brian emphasizes the importance of creating a unified view of the customer—what he calls a “single pane of glass.” Whether a borrower is interacting with sales, servicing or support, every team member should have access to the same comprehensive view of that customer’s journey. This eliminates one of the most frustrating parts of the mortgage process: having to repeat your story every time you talk to someone new.
“I want to equip all of our people with a tool so that they have that sort of perfect knowledge of what’s going on with a customer, so that we can give the customer the best experience possible,” Brian said.
By integrating both custom-built and vendor-supported technologies, Newrez is building a tech ecosystem that’s not only scalable and secure—but also deeply human-centered.
Where AI Could Make a Difference
AI is a tool that might be able to help mortgage teams focus on what they do best. In underwriting, for example, AI could handle routine tasks like document analysis and data extraction, potentially freeing up underwriters to concentrate on complex decisions and customer relationships.
Sales teams might also benefit from AI-powered coaching. By analyzing thousands of customer interactions, AI could identify communication patterns and offer real-time suggestions to improve engagement. It may also help salespeople time their follow-ups more effectively, making every interaction more relevant and impactful.
Personal Qualities vs. Traditional Experience
Technology may power the process, but it’s people who drive the experience. So what does Brian look for in a great team member?
“The two non-negotiables for me are always integrity and effort,” Brian said. “Anything else can be taught.”
That’s why Brian doesn’t limit his hiring to candidates with mortgage experience. He’s seen some of the most successful technologists come from non-traditional backgrounds. What matters most is a commitment to continuous learning and the drive to make a difference.
Best of Both Worlds
A major theme in Brian’s professional approach is balance. Technology isn’t a replacement for people, but an extra pair of hands that can help people do what they do best. Brian’s take is to let people manage customer relationships and more complex decision-making and let technology reduce manual tasks, handle data processing and summarize information.
At Newrez, that balance is what enables us to deliver a mortgage experience that’s fast, intuitive and deeply personal.