The mortgage business has seen a lot of change impacting technology, the market, rates, loan products and regulation. Yet one critical thing has remained consistent—the mortgage world is still a people-centric business.
The best leaders tend to be laser-focused on human connection, both when building relationships with borrowers and leading their own teams.
In the latest Newrez Voices video, James Williamson, President of Shelter Home Mortgages and partner to Newrez, chats with us about leadership, relationships and embracing technology. James has worked in the mortgage industry for more than three decades and is passionate about leading his team to success.
Balancing Technology with Human Connection
Technology has transformed the role of loan officers, from the way they process loan applications to how they engage with customers. Newrez leverages cutting-edge tools to streamline the lending experience, boosting loan officer efficiency and improving outcomes for borrowers.
While technology can enhance service delivery, it can’t replace genuine human connection. Securing a mortgage is often a huge personal milestone for borrowers, and it’s critical that loan officers build positive client trust at this stage if they want those clients to return the next time they need a loan. Newrez believes in making clients feel heard through one-on-one attention, transparent guidance, and prompt communication.
When James builds relationships with borrowers or partners, he asks about their hobbies, their family and things they’re passionate about. Not every conversation needs to be strictly business-focused, and this can go a long way in establishing a positive connection.
“To build relationships, learn about the person,” James said. “Really get to know them and find out what their emotional hot spots are—what is going to be most important to them in their lives.”
Stand Out in the Mortgage Industry
James says one major advantage to working with Newrez is our non-QM SmartSeries loan products. Underwritten and serviced in-house, our partners can be more flexible when finding products to suit borrowers in especially unique circumstances.
Newrez’s built-in servicing division offers a more streamlined alternative to dealing with external brokers and servicers. Plus, since Newrez enables borrowers to stay in touch with their loan officers after closing, loan officers retain those long-term relationships.
How to Win the Week
Great loan officers may use these professional tools and values to reach new career heights:
- Goals: Specific and actionable goals are key to making sure each member of a team is moving toward success. Each week, James asks his direct reports to set three to five personal and professional goals and draw up a plan to achieve them.
- Accountability: Telling others about your goals can help boost your accountability. James follows up with his team and encourages peer check-ins so everyone stays on track to “win the week.”
- Proactivity: Don’t wait for things to happen or for someone to teach you something—create a plan and try to spend at least 50% of your time working towards your goals.
Being intentional about one’s goals is critically important as a mortgage professional, James says. By planning with purpose, you may reach aspirations that once seemed out of reach.
“If you can hyperfocus and just find those two, three or four things that are most important that you need to be doing and make sure those get done each week, that’s going to lead to results,” James said.
For real estate and mortgage professionals only and not intended for distribution to consumers or other third parties.