A New Year dawns, and please join me in saying a big YAHOOOO! I’m honestly not sure we’ve ever been so glad to ring the bells and say goodbye to a year. But during 2020, like it or not, we all learned, grew, and changed, both personally and professionally. For me, I learned how to cook as well as how to say “you are on mute” in fifteen different ways.
Out with the old, in with the new, and, with that in mind, I asked a truly amazing group of women to look back at the year and share with you the biggest lessons they learned to take forward into 2021 or what could be left behind for good.
So grab a big glass of whatever got you through the past year, kick back, and enjoy the insights and inspiration from some of the best and brightest minds in the industry.
If 2020 has taught me anything, it’s that there is a mutual reliance between people and their communities. I have been in awe of neighbors sharing everything from toilet paper to home-cooked meals; inspired mommas who are baking for Lasagna Love or organizing food and clothing drives; teachers embracing new technology so they can adapt to virtual learning; and, healthcare workers who are driven to care for others, even when the risks are significant. When we collectively support each other by lifting each other up and making decisions for the common good, amazing things are possible.
Beth Keckley, Chief Marketing Officer, CrossCountry Mortgage
I’ve always believed in the value of people. 2020 took this belief to a level, never imagined.
When we first heard about COVID, we worried that business might stop. If agents can’t meet with clients, what will happen to home sales? Will appraisers and title closers be able to do their jobs?
The questions were fast, furious, and concerning.
Then, I watched in awe as people transformed our business. We went from paper to paperless, office to home, conference room to WebEx. My belief in people swelled. They shined.
In the midst of record setting volume, we paused to determine how we could help others less fortunate. My belief in people swelled. They shined.
As we move into 2021, I hope to leave masks and empty hugs behind. We will leave our homes and reunite. Together, we will be a little more empathetic and kind. Together, we will shine.
Lori Day, SVP and Director of Mortgage, Alerus
I learned that I don’t actually need to be in the room with someone to connect with them and that people love talking to me 10 times a day virtually much more than seeing me in person once in a while when I fly into town. I also came to realize that showing your humanity (cats, dogs, kids, and bad hair days on zoom calls) helps forge stronger relationships than a quick networking conversation in a crowded room or a presentation on a stage. I plan to leave behind the restrictions of being solely a curated persona and continue to be open to those more human conversations that I believe will make business better and more fulfilling in the future.
Corey Trujillo, VP of Marketing, American Financial Network
Looking back at 2020, the lesson that I will take with me into next year is that even though people can be reluctant to change, we are more agile than we think we are. Our company moved from being almost entirely in brick-and-mortar locations to a virtual environment practically overnight in March due to COVID-19. Yet, our teams came together and excelled during that time, and our company has had its best year yet. Even though people can be uncomfortable with new technologies, they can do more than they thought possible and learn new skills along the way. I am going to keep encouraging that growth in the year to come!
Melissa New, Digital Marketing Manager, Stearns Lending, LLC
From day one, working moms like myself learn the fine art of juggling priorities like parenting, deadlines, and the overrated act of sleep. And just when we thought we had it all down, along came 2020 to make everything more difficult by taking away childcare and in-person school, along with depleting our supplies of toilet paper and Clorox wipes of which us boy moms rely. This year had me fending off toddlers during Zoom calls and turning closets into emergency conference rooms, all while directing an increase in business. However, as I put this year into the rear-view mirror, I will embrace the lessons I’ve learned: patience is important for your sanity; keep the perspective of those around you; appreciate your community; learn to adapt; and, enjoy the simplest of moments. Most importantly, we can only care for others when we take the time to care for ourselves.
Kimberly Smith, SVP, Wholesale of American Advisors Group
2020 has been a transformational year. I have chosen to stay positive and focus on the silver linings! Resiliency, health, family, friends, and community should not be taken for granted. The mind is powerful; so I’ve tried not to surrender to doubt, worries, and fear. Fortunately, we work in a thriving industry and at a company that prioritizes and encourages mindfulness. Our Guaranteed Rate Organization of Women (GROW) offers meditation workshops and webinars that focus on empowering us to maintain work/life balance during this challenging year. One of my favorite pastimes is reconnecting with nature and enjoying the calmness of water, gardening, walks outdoors, and autumn foliage, which have brought moments of stillness, quiet, and an appreciation for kindness. I try to focus on looking ahead with hope that 2021 brings more joy, health, and success!
Marina Bokserman, EVP, Human Resources, Guaranteed Rate
2020 was the year I learned to innovate faster than ever. Record mortgage volume combined with office buildings emptying overnight demanded new processes, new policies, and new systems. I saw leaders struggle and then shift to quickly adapt as they realized the volume wasn’t slowing down, and data strongly indicated their teams were more productive than when stuck in a traditional office environment. Collaborating across the country revealed new ideas and gave more talent a chance to shine, regardless of their geography.
Now we are challenged to innovate the customer experience. The way that people shop for a home and evaluate refinancing has also changed. We need to take this to path to pivot, and be empathetic and dynamic. Borrowers in 2020 have different needs, and the lenders who understand the customer journey will be the ones that will succeed in this year and the next.
Robin Clayton, Senior Digital Strategist, Paramount Residential Mortgage Group, Inc.
Life often throws us curveballs, and that’s not necessarily a bad thing. For years, we’ve been talking about end-to-end electronic mortgage processing. Well, the pandemic helped kick that to the front of the line, while also showing how adaptable we are as an industry. Think garage closings, drive-by appraisals, and car-window notarizations. There were lots of times we had to just trust ourselves, dive in with both feet, and then course-correct as necessary. The year also showed us that creating opportunity for others is a much-needed leadership skill. There’s more room at the table, and we need to pull up more chairs now. What would I like to leave behind? Those chaotic early days of the pandemic when the credit box wouldn’t stay still.
Christy Soukhamneut, Chief of Staff/Director of Mortgage Strategic Initiatives, Flagstar Bank
It’s okay to slow down.
This summer I was on maternity leave with my fourth baby when our company production began hitting record highs. My days were disconnected, I struggled with a lack of “results,” and frankly felt like I was missing out. Over time my perspective shifted. I used to think that being busy was a badge of honor, that if I wasn’t busy or knocking something off my to-do-list I was a failure. COVID-19 and a newborn changed my fast-paced way of life. The distance helped me see how every tactic (even the small ones) fit into a bigger picture, and I began untangling my worth from my work; to be honest, I’m still working on this one.
The benefits of the slowness have far outweighed the hardship, and to that I am grateful. Our health and the additional time spent at home, even with four kids under six, will be something I cherish for many years.
Courtney Graham, SVP Marketing, Princeton Mortgage
What I gained from 2020 is that I cannot please everyone, but I can do one thing. I learned not to let one’s own expectations haunt you. It is not critical I have everyone agree with me or even like me for that matter. It seems ironic that I have that perspective, as I am in business development. This business sector, known as the dreaded “recruiter,” is often regarded with disdain by many but yet held with regard by C-level executives as an absolute necessity. Being a woman managing a team of professionals in a typically male dominated sector comes with its own set of challenges.
This past year brought so many experiences that resonated with me to where they became learned experiences. The one learned experience that resonated with me is that no matter how carefully one plans, how hard one works for something, one cannot control everything or the people around oneself. Like a lot of business professionals, I had all these plans and expectations for 2020. A clear vision of what my life journey would take. I saw my career path. The perspective I designed for my future was based on what I thought the world expected out of me. It was revealed through the 2020 events that I had it all wrong. It’s not about what I think the world expects, it is what I truly and honestly expect out of myself. Once established, I can then help set realistic expectations with those on my team and help each of them achieve their dreams and expectations.
Brooke Anderson, National Business Development Manager, Academy Mortgage Corporation
Pivot. Every year I pick a word for the year. Halfway through 2020, I changed it. Pivot become my word. This year I have learned to adjust in ways I never thought I would have to, and, in turn, I have grown far more than any of the previous years. Moving into 2021 I am taking my improved adaption skills and pushing myself farther than I ever have, while leaving behind the notion that anything is impossible. Impossible is just an option and this year, it was not mine. Looking forward to pivoting into 2021!
Jelaire Grillo, Customer Relationship Manager, Prosperity Home Mortgage, LLC
In 2020, I realized that getting creative with how to cultivate and maintain personal relationships with our customers, co-workers, families, and friends was more important than ever. The personal and social engagement that we all enjoyed in the beginning of the year, and quite possibly took for granted, changed dramatically overnight. Strong relationships built on mutual trust, authenticity, respect, and empathy were able to endure through this year’s challenges.
I also learned that we need to be novel and think outside the box when it comes to connecting with each other. As we all learn to navigate our new normal, I plan to spend more time nurturing the relationships that really matter to me and finding new ways to engage. I am eager to help my LOs tell their personal stories and make long lasting connections.
Nell Bormann, Marketing Specialist, Waterstone Mortgage
Sue Woodard brings nearly 30 years of mortgage industry experience, strategic vision and leadership to her role as Chief Customer Officer at Total Expert. Her focus is on helping lenders achieve greater productivity and long-term success. Sue started her career as a processor, became a top originator, then leveraged her knowledge to become a highly acclaimed industry speaker, subject matter expert and technology executive.
