Page 4 - NRMLA RMM May/June Issue_Tab Article

Talking

Heads

culture can be crucial when leading a successful team, at never realized that those skills are equally important
all levels. “Title” should not, by itself, be the end all within within a mortgage company.
teams. Let’s look at it from a non-leader perspective. TA: It’s not just being an expert on the product—it’s
Consider an individual contributor, someone who has being an expert on communication. It’s being an expert on
no “direct reports.” An example, and just one of many, communicating a potential delay or a new underwriting
is an account executive, particularly the more seasoned condition back to your broker/borrower. It’s those parts of
ones. These team members may feel that because they the puzzle that we need to remember to think about. At
understand the guidelines and have considerable product times, we go on autopilot. We have sales goals to meet, we
knowledge they think, “I got this,” and forget the sales ask the questions, get the application in, stay on operations
element. Your ego is saying, “I know all this. It’s all about to get it done, and then move on to the next application.
me. I, I, I.” And then they wonder why their numbers Slow down. Stop and think about how you can make
aren’t where they should be. You’re not just dealing with the process go more smoothly. There are always things
a broker or a borrower. You have an entire operations that we’re doing without realizing it. If we could all just
team to partner with. You’ve got processors, underwriters, change our language. If we could be more “we”-centric. If
closers, funders. You need to collaborate with them. You we could be more collaborative, maybe more appreciative
need to be more “we”-centric, because your operations and humble when we make a mistake, you don’t realize
team will get you to the finish line. how much easier, smoother and cohesive things could be
running within your company. There are so many things
RM: Thank you for those insights. I understand how we can and cannot control. Doesn’t it behoove us all to
important it is to communicate with borrowers, but I control the things we can control?

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