The 10 Most Empowering Women in Mortgage Industry, 2021

VOL 07 | ISSUE 14 | 2021

THE

Most

EMPOWERING

Women

IN MORTGAGE

INDUSTRY, 2021

Leanne Myles An Expert Mortgage Broker Obsessed With the Client Experience

®

Compassionate Approach Bringing New Perspectives to the Table

Editor’s Desk A Perfect Way to Find Your Home: Mortgage

I

t is well said that 'there is no place like home.' We all know that homely feeling, and it was what we tend to come back to at the end of the day. For many, owning a home is still a dream that longs. However, it is possible to get one step closer to that dream through a mortgage without contemplating. For decades, mortgages have helped millions of people to achieve their dream of owning a house.

Over the years, the mortgage industry has transformed itself and has continued to lend its reliable services to its clients straightforwardly. Industry leaders, especially women, are now implementing a fully integrated and seamless digital approach to mortgage lending that simplifies the borrowing experience and streamlines the process for employees in the community and credit unions. Women leaders go above and beyond to deliver personalized, continuous, and proactive support and services to the clients designed to drive your organization's success rate. This drive has also encouraged aspiring women and young professionals to step into the mortgage industry to bring a fresh perspective into the mix.

In addition to a fresh perspective, innovation, new technologies, and corporate acumen drive digital transformation to create working insights to develop strategies to make the dream of owning a home a reality for everyone. Technology has made it possible to go ahead of the traditional relationship model, and clients are being provided with high volume and low margin products. The utilization of application platforms is implied to leverage market opportunity, which establishes a wider banking relationship with clients. A transformational shift has increased access to banking services for all and has made

banking processes efficient, making the mortgage industry more forthright towards its clients.

Therefore, Insights Success recognizes these disruptive changes and has handpicked those encouraging leaders who created their own successful sagas with dedicated endeavors, grit, and determination in this edition of "The 10 Most Empowering Women in Mortgage Industry, 2021.”

Featured on the cover of this edition is Leanne Myles. Leanne has been disrupting the mortgage industry landscape as the Senior Mortgage Advisor at Clinton Wilkins Mortgage Team. She has also founded the More than Mortgage Brokers Society as a way for all brokers to work together towards a common fundraising goal.

Dive into more alike and inspiring stories of such inspiring leaders and spread the word about their contribution to make this world a better place.

While flipping through the pages, make sure to scroll through the articles written by our in-house editorial team and CXO standpoints of some of the leading industry experts to have the know-how about the industry.

Happy Reading!

Aditya Gaikar editor@insightssuccess.com

CONTENTS Cover story

10

Leanne Myles

Article

An Expert Mortgage Broker Obsessed With the Client Experience

20

Compassionate Approach Bringing New Perspectives to the Table

CxO

32 16 22 28 36

Leader’s Viewpoint Emerging Technologies Driving Profound Change

Dalia Barsoum

Redefining Financing for Income Properties

Dana Brashear

An Unmatched Mortgage Expert

Jen Du Plessis

Empowering Mortgage Professionals to Achieve Personal and Professional Breakthroughs for Success

Veronica Love A Result-Driven Mortgage Expert

Editor-in-Chief Hitesh Dhamani Managing Editor Anish Miller

Executive Editor Aditya Gaikar

Assistant Editors Jenny Fernandes

Visualizer

Art & Design Director

Associate Designer

Co-designer

David King

Asha Bange

Kartik Balapurkar

Shubham Dali

Senior Sales Manager

Business Development Manager

Kshitij S

Peter Collins

Marketing Manager

Sales Executives

John Matthew

David, Martin, Vaibhav

Technical Head

Business Development Executives

Jacob Smile

Steve, Joe, Saurabh

Technical Specialist Aditya

Digital Marketing Manager Marry D'Souza

SME-SMO Executive Amol Wadekar

Research Analyst Frank Adams

Database Management Stella Andrew

Circulation Manager Robert Brown

Technology Consultant David Stokes

sales@insightssuccess.com July, 2021

Follow us on :

www.facebook.com/insightssuccess/

www.twitter.com/insightssuccess

We are also available on : Copyright © 2021 Insights Success, All rights reserved. The content and images used in this magazine should not be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior permission from Insights Success.

Reprint rights remain solely with Insights Success.

Featured Person

Company Name

Brief

Dana Brashear Senior Mortgage Advisor

West Gate Bank Mortgage westgate.bank

Family-owned since established in 1968, West Gate Bank is a true community bank.

Dalia Barsoum Streetwise Mortgages President and Principal treetwisemortgages.com Broker

Streetwise Mortgages is an award-winning mortgage brokerage, focused on providing tailored mortgage strategies and top notch lending advice to clients.

Emily Vondrak Director of Strategic Operations

Paramount Residential Mortgage Group prmg.net

As a privately held mortgage banker and residential home lender, PRMG has successfully helped many borrowers purchase and refinance their homes throughout the United States.

Jaxzann Riggs President and Owner

The Mortgage Network themortgagenet workonline.com/

The Mortgage Network is a privately held Colorado Corporation formed in 1985, with the mission of providing superior lending services to the home-buying public and their Realtors.

Jen Du Plessis Influencer Keynote Speaker, and Mortgage Lending Expert

Kinetic Spark Consulting kineticspark consulting.com

Kinetic Spark Consulting helps real estate agents and small business owners by offering educational training, speaking and coaching to help them achieve their goals and dreams for success.

Leanne Myles Senior Mortgage Advisor

Clinton Wilkins Mortgage Team teamclinton.ca

Clinton Wilkins Mortgage Team works diligently for clients and is onsistently recognized by the industry and media for its expertise in the mortgage lending space.

Luisa Hough Mortgage Professional

Xeva Mortgage xeva.ca

XEVA Mortgage makes sure you get the best mortgage available for your needs.

Meg Ryan Branch Manager

AnnieMac Home Mortgage annie-mac.com

AnnieMac Home Mortgage is a nationwide mortgage loan provider dedicated to the principle of service — to clients, employees, and its business partners.

Sarah Collins Mortgage Agent

Mortgage Intelligence Inc mortgage intelligence.ca/en

Mortgage Intelligence is one of the largest and most respected national mortgage brokerages in Canada, with Mortgage Consultants across the country.

Veronica Love Senior Vice President

TMG The Mortgage Group mortgagegroup.com

As one of Canada's largest national brokerages, TMG has built a reputation as leading-edge residential and commercial mortgage experts, delivering unique mortgage options from over 50 lenders nationwide.

Leanne MylesClinton

Senior Mortgage Advisor Clinton Wilkins Mortgage Team

Cover Story

Leanne Myles

An Expert Mortgage Broker Obsessed With the Client Experience

‘‘

We work diligently for our clients and are consistently recognized by the industry and media for our expertise in the mortgage lending space.

‘‘‘

Although the mortgage lending industry has always been a profession of uncertainties, companies and loan originators are facing a more unprecedented market than ever.

With a compassionate approach, Leanne Myles is changing the face of the mortgage industry. Leanne is a Senior Mortgage Advisor at the Clinton Wilkins Mortgage Team. Additionally, she has founded the More than Mortgage Brokers Society as a way for all brokers to work together towards a common fundraising goal.

A Source of Inspiration Clinton Wilkins, owner of the Clinton Wilkins Mortgage Team and a top producer in the industry, has been a big source of encouragement for Leanne. For the past three years, he has been helping her take her career and passions to the next level, and she has never looked back. While emphasizing teamwork, Leanne says, “Each one of us on the team has a specialty. I know home equity lines and alternative business really well, Alex can do construction, Clinton has high net worth clients, and Ashley will take on tougher deals. We all have our niche and because there are four of us focusing on different specialties, we serve the greater population.”

Battling for Stability During a Pandemic The COVID-19 pandemic has impacted many fields in different ways, including the mortgage and finance industry.

According to Leanne, COVID-19 has actually increased the need for financing. People are on the move, working from home, and making big changes to their lives, all because they can. She says at the Clinton Wilkins Mortgage Team, it took about one week to go completely virtual. The company placed an emphasis on growing the team and expanding their locations to serve as many people in the community as possible. The team has been offering online services to meet pandemic restrictions, while still increasing productivity and efficiency for clients.

Due in part to the pandemic and rising housing prices, this industry is already experiencing its next big challenge, which is capacity. Leanne says, “If our lenders, appraisers and partners don’t hire soon, we will not be able to provide efficient service to our customers. At Team Clinton, we hired before this happened and got ahead of the curve.”

‘‘

We consider ourselves newsmakers and breakers. In other words, we like to be the best.

‘‘

L

ike every other industry, the mortgage industry is experiencing changes in the use of technology, and evolving to meet client and partner needs. Brokers are searching for the best ways to collaborate with lenders and customers by finding unique opportunities to leverage modern technology.

Learning from Walking in Client's Shoes Leanne has a deep passion for relating to her clients. She has experience with major life events such as marriage, children, divorce, bankruptcy, death, and illness. Her husband was diagnosed with heart failure in 2011, shortly after they bought their own home. Leanne says these experiences have allowed her to learn a lot about people.

These challenges helped her better understand the difficulties some borrowers face in their personal lives, and offer compassionate guidance through the mortgage process. She states, “If you have never been through a life event that has affected your credit, you can’t even imagine what that is like.”

Making People Happy Defines a Positive Work Culture “Having a positive environment is everything. If you don’t keep the people happy you don’t get the production,” says Leanne. At the Clinton Wilkins Mortgage Team, the group has a manager who ensures everyone is on task and happy.

In May, the team had a paid day off to encourage a worklife balance, and to acknowledge the need to take a break and step back.

Backing Women Sports in the Locality Leanne is an avid supporter of her local junior B team. Her husband’s grandmother played hockey in 1913, and now the couple wants to ensure there is always hockey for kids to watch here. Wishing to give back to her community, this year Leanne became a hockey team sponsor. As a team, Clinton sponsors the local Canadian Premiere Soccer league, and Leanne sponsors the local ladies team. Leanne says, “This year as well, I have decided that since COVID is doing its thing, I am throwing a socially distanced drivethrough prom. While I have to get the Chief Medical Officer to approve it, we have it set for late June with a backup date for July.”

Giving Back to the Community When it comes to giving back to the community, Leanne doesn’t shy away. As part of her efforts to advance the mortgage brokering profession, she served as Director for Nova Scotia with the Canadian Mortgage Brokers’ Association Board of Directors, Atlantic Division in 2017.

Her most recent charitable work involved paying mortgages for sick people, so they have one less thing to worry about while undergoing treatment for their health through the More than Mortgage Brokers Society.

Flexibility in Financial Norms Often, credit or income issues can prevent a person from being added to a deal, usually in the case of married couples. Leanne says, “I would love to see a day when couples can enjoy ownership together without the banks saying yes or no.” If a person’s spouse dies but they are not on the title for their home, for example, Leanne believes this creates huge challenges for the person left behind. She believes financial institutions should improve their policies for these situations to prevent extra difficulties and barriers for surviving spouses.

Support of 4300 Strong Leanne advises emerging women entrepreneurs who are stepping into the financial and brokerage industry to not only lean on the broker, but also on the Women in the Mortgage Industry (#wimi). “We are 4300 strong and willing to help you in any way we can,” says Leanne.

Adding More Support to Get Ahead Looking ahead, Leanne says,“Every single day is an opportunity to learn. With over 600 transactions happening in our offices every year, we are able to see what is possible in the work of the team.” The company has big plans, and Leanne personally wants to hit a target of 80 million in mortgage volume for 2021.

Clinton Wilkins also wants to get ahead by adding more professional brokers to the team. “It’s not necessary for them to be a huge producer. It’s important that their personality and principles fit with our group. We aim to be the largest producing brokerage with the best customer service, and I can tell you we are getting there,” Leanne says. ®

& & 20 The

Most

SUCCESSFUL

BUSINESSWOMEN to Watch, 2020

kimberly Khoury

Paving her Way in Sustainability Development

Dalia Barsoum

Founder and Principal Broker Streetwise Mortgages

16 | July 2021

www.insightssuccess.com

The 10 Most Empowering Women in Mortgage Industry, 2021

Dalia Barsoum Redefining Financing for Income Proper es

W

omen in the mortgage aren’t just leaders but extraordinary. They are shaping the landscape of the mortgage industry by bringing passion, a compassionate approach, and a social and economic equity lens to the business. One such ardent mortgage professional is Dalia Barsoum, the Founder and Principal Broker of Streetwise Mortgages.

Dalia is a multi-award-winning mortgage broker, public speaker, and an Amazon best-selling author of Canadian Real Estate Investor Financing: 7 Secrets to Getting All the Money You want.

Dalia holds an MBA in Finance from Dalhousie University and is a fellow of the Institute of Canadian Bankers Association. She has been recognized by Canadian Mortgage Professionals (CMP) as the #1 Canadian small markets broker (2020), a Global 100 Mortgage Professional, a Woman of Influence, a CMP Hot List, Top 75 Broker, and a multi-award winner of the Manulife Outstanding Customer Service by an Individual Office.

An Uphill Growth Dalia started streetwise in 2011 after over 20 years of multidisciplinary experience in the financial/banking sector, spanning Wealth Management, Personal and Commercial Banking, Strategy, and Technology.

Dalia is passionate about Real Estate investing. Using Real Estate as a powerful vehicle in growing one’s wealth, coupled with her desire to make an impact by helping others prosper and her desire for financial freedom and better control over her time, lead Dalia to leave a rewarding career with the banks and start Streetwise Mortgages. She combined her personal experience of owning and financing rental properties, deep finance, and wealth background to come up with a unique exclusive methodology in the mortgage industry for financing investment properties; called “ The Financing Roadmap TM ”.

www.insightssuccess.com

The financing roadmap methodology combines the principles of financial/strategic planning with mortgage financing for investment properties. It enables Canadians to build and scale a portfolio of investment properties at the most optimal cost of capital.

Over the years, Streetwise quickly grew up the ranks of Canada’s small market broker and has been recognized within the Real Estate investment community for its strategic, non-biased advice, ability to scale portfolios, and excellence in client service experience.

Driving Forces Having her first child while juggling a demanding career at the bank and daily commute with a growing family are the key life events that fueled Dalia’s desire to change from corporate to entrepreneurship.

She bought her first rental when she found several better ways to grow one’s wealth after reading about it in her first real estate book, Rich Dad Poor Dad. Besides, she says, “I also lived through the Gulf war as a teenager, and that taught me some valuable life lessons, including to trust and keep our hopes up and to keep moving forward even if all signs show darkness.”

The Ups and Downs of The Pandemic In Dalia’s opinion, the pandemic has resulted in a lot of fear, uncertainty, and panic for clients, lenders, and employees alike.

From a client’s standpoint, Dalia observed concerns about liquidity, income loss, softening real estate prices, and potential tenants’ defaults on rents. On the lender’s side, she observed tightening and regular changes to the lending policies. For employees, a changing work environment due to having kids at home and increased workload as employees spent more time supporting clients caused an increased level of stress, anxiety, and burnout.

July 2021

| 17

“Helping Canadians prosper through Property Investing.”

Despite these challenges, Dalia’s team and the company thrived during the pandemic.

The immediate focus was on its team, providing them with wellness/mental support and flexibility. The team was also forthcoming with timely financing strategies to help clients increase liquidity, manage market risk, and position themselves for any opportunities that may surface.

Dalia’s team was in constant touch with mortgage key lenders to quickly understand any lending changes. They also improved their internal due diligence policies and efficiencies to help their lenders mitigate risk and better manage the increased mortgage volumes.

Maintaining the Positive Work Culture The heart and soul of Streetwise is its team. It ensures that everyone is happy, engaged, and growing personally and professionally in the culture it fosters.

With millennials being a powerful driving economic force as time advances, it is essential to be in tune with their servicing and advisory needs and aligning internal processes and technology accordingly. It is a massive opportunity for many businesses, including mortgage brokers.

Offerings to the Community When it comes to giving back to the community, Dalia mentions that Streetwise Mortgages is part of the 100 Brokers Who Care community, an initiative where participating brokers come together every quarter to donate $10,000 to a deserving family.

It is also in the process of launching the Streetwise IMPACT fund. This initiative donates a percentage of the commissions earned to the client’s select charity on every mortgage transaction.

Moreover, Dalia is the chairwoman of PIPCA (Property Investment Professionals of Canada), a not-for-profit industry association that she has formed in collaboration with industry practitioners to elevate the standards of advice for Property Investment in Canada.

Marching Into the Future In her envisioned plans at Streetwise, Dalia says, “We are here to elevate and touch as many lives as we can. 10,000 Canadians by 2025.” Streetwise plans to get there by being the number one brokerage to work for in the income property financing space and continuing to deliver innovative financing solutions and leading advice to Canadians looking to prosper through Real Estate investing.

Streetwise provides work from anywhere/any time arrangement, attractive compensation, professional growth, support, and mentoring. It carries out team events, weekly team alignment meetings, and access to leading personal development platforms.

Advising the Future Generation of Entrepreneurs Dalia believes that you can succeed if you want to, even though the industry may seem crowded. She advises emerging women entrepreneurs to pick a niche and become excellent at servicing that niche. She says, “Seek the advice and support of successful colleagues and mentors who can help you navigate the industry and avoid the mistakes. Do not let negativity and fear paralyze you or stop you from pursuing your dreams.”

Keeping Up with Technological Advancements While sharing her thoughts on utilizing newer technologies, Dalia stated that innovations in delivering better client experience/service levels and enhancing efficiencies and productivity are a must.

“Most importantly, your name is everything in this industry.

Protect it. Do the right thing all the time. Always do what is best for your client, even if there is no immediate commission. Always go above and beyond with value and service,” concludes Dalia.

18 | July 2021

www.insightssuccess.com

BRINGING NEW

PERSPE T

here are endless opportunities for women in business because of their compassion, curiosity, and vision to get things done.

Businesswomen possess these qualities and execute them in many new fields. They have made their marks in almost every sector, and the mortgage industry is no exception.

When it comes to helping the people, women hold a deep passion to help clients, the community, and all the people around them. This helps in mortgages because it is an industry where you are involved in business dealings and contracts. Currently, we are witnessing women climbing the top positions in the mortgage and finance industry and improving people’s lives.

workforce in mortgage, investment, and financial services.

Being involved in the finance and mortgage sector means you will be dealing with sensitive topics like money, loan, and investment. This role comes with great care and responsibility, so businesswomen need to build deep awareness while working. This goal can be achieved by identifying one’s strengths and weaknesses, as it is all about teamwork and achieving the goal together.

The role of technology has also been very crucial for the development of women in the mortgage. With the advancements of technological tools and the inclusion of digital transformation into the business arena, the business world has become a lot easier.

The Business Opportunities Shaping the Future Opportunities are all around in the mortgage arena; one just has to plan to get those. Businesswomen’s personality fits right in these opportunities by adding their best plans for the customers and the company.

With their experience, they have become a crucial

20 | July 2021

Mortgage professionals are always searching for new methods and techniques to meet clients' and organizations' needs. Businesswomen in the mortgage are putting their leadership skills and extensive

www.insightssuccess.com

Compassionate Approach

ECTIVES TO THE TABLE knowledge into practice and shaping the overall mortgage industry.

Stepping into the mortgage industry means facing a lot of challenges to implementing the thorough mortgage process. The industry is ready to experience the leadership of women in the mortgage.

Businesswomen need to ensure the requirements of the clients and have to keep up with the market changes. The future is full of opportunities for women in the mortgage. We are going to see the landscape of women leading and handling the mortgage industries successfully. The future is a lot safer in the hands of women in the mortgage, and they are ready to take on the world with their exceptional leadership skills.

conventional ways of mortgage processes. This gender gap can be filled by encouraging young women in the profession early and showing them the many career path options available in the mortgage industry.

Watching women doing great in the industry gives confidence to other women to pursue a career in the mortgage industry.

Conclusion We are already in the age where women are in the top leadership position in not just mortgage but every other field. The aim is to develop a deeper understanding of the industry with the changing market and client’s needs of the mortgage industry.

Female Leadership is Vital for the Mortgage Industry However, there is a dire need for women in the mortgage industry, as they bring a compassionate approach and new perspective to the table. Their perspectives carry the potential to disrupt the

www.insightssuccess.com

July 2021

| 21

Dana Brashear

Senior Vice President, Correspondent Mortgage Channel Manager West Gate Bank

22 | July 2021

www.insightssuccess.com

The 10 Most Empowering Women in Mortgage Industry, 2021

Dana Brashear An Unmatched Mortgage Expert

H

aving the right mortgage products coupled with excellent service is essential as a Correspondent Lender. Whether you are looking for Delegated, Non-Delegated, or Broker lending authority, Dana Brasher at West Gate Bank® Correspondent Mortgage Service can aid you in increasing your mortgage loan volume both quickly and accurately as an exceptional mortgage expert.

Dana is currently the SVP and Correspondent Mortgage Channel Manager at West Gate Bank. She joined West Gate Bank to manage their correspondent customer base, direct the sales sta ffand oversee project management within the mortgage department. While those continue to be her directives, her job description has obviously grown. “We’ve expanded our footprint, tripled our production and implemented several technology initiatives in the last few years. It’s amazing to witness such growth and be on the ground floor making it happen,” says Dana.

With 15+ years in the banking industry, she manages the day-to-day responsibilities of the mortgage department in the areas of project fulfillment and TPO Channel customer management. In addition, she aids the department in achieving sales and customer service goals, oversees product development and assists in the development of client policies.

We, at Insights Success, caught up with Dana to unveil her diverse career challenges and experiences in the mortgage industry.

Below are the highlights of the interview: What were the challenges and experiences you came across prior and after joining West Gate Bank?

Previous challenges that bled into my current role were the hesitancy to adapt to technology and initiating process

www.insightssuccess.com

changes. These two items took an enormous amount of buy-in from the staff. While we had the expertise needed, it was challenging to switch things up and retool in a time when production kept increasing.

Being a recognized business leader, what is your opinion regarding the impact of the COVID-19 pandemic on Financial Services? And how has West Gate Bank, managed to overcome this significant challenge?

COVID-19 pushed all of us further into the digital age. As an organization we had to be nimble, be proactive and adapt to different environments. We pivoted to remote staff, with essential personnel onsite to ensure we maintained our customer service levels. We implemented Mobile Mortgage in order for customers to apply for their mortgage loan through their mobile device. In addition, we launched ITM’s in 2020 to offer customers more self-service options and a more dynamic experience.

What people, what books, what life factors have influenced and impacted you?

Almost everyone I come into contact has influenced my life in some way, but the one with the most impact would be my grandmother. She worked her hands to the bone, yet they were also gentle when need be. She instilled the thought that innumerable possibilities lie within me. I carry this thought with me everywhere and apply it to everyone. It’s difficult to recognize your own achievement at times, so my philosophy is to help others foster those possibilities and embrace their greatness.

I also have a dear friend and mentor that helped me when struggling with my career path many years ago. He encouraged me to self-evaluate and define what I love about my skills. This led me to where I am now, building teams and watching them thrive.

July 2021

| 23

“

“

Credibility is a key component to success in FSI.

leadership the opportunity to reiterate our goals, and recognize challenges hindering the team.

In recognizing these challenges, empathy was an enormous contributor to our culture. Listening as our staff identified what wasn’t working and proposed enhancements to our processes, fostered an environment of learning and created opportunities for improvement.

Knowing the challenges our team faced and surveying not only the small wins but the challenges as well, generated buy-in from the team as they helped tailor the solution, and we celebrated that success together.

What is your thought on the necessity of a positive work culture? In what ways do you implement it at your organization?

A positive work culture is a successful one. While it’s easy to purchase lunch or do a team building activity when you’re in the office, COVID-19 really made us delve deeper into how we can create positive work culture while being disbursed throughout many locations. We became increasingly aware how disengaged staff could become.

Communication, empathy, and celebrating challenges kept us a cohesive unit throughout the year and moving forward.

It was vital to schedule quick, frequent check-ups on our teams. Although productivity increased, burnout became a concern. Communicating market changes, projected volumes, trends, etc. ensured everyone was informed, gave

24 | July 2021

What is your opinion on the necessity for businesses to align their offerings with newer technological developments, especially when it comes to New Home Loans and Refinancing?

I believe it is crucial to implement current and future technology, not only at the point of sale, but throughout the entire manufacturing process. Leveraging technology aids in scaling your business model, maximize efficiency, and most importantly, adds convenience for your borrowers.

Adding staff isn’t always the answer when productivity increases. As the market cycles, layoffs are inevitable, the extra space is underutilized, and morale lowers. The right technology at the right price can help you scale without engaging a hiring manager or taking a hit to your budget.

www.insightssuccess.com

However, software has its limits. With many aggregators trying to customize their borrower’s experience, a one size fits all approach is unattainable. This creates a hybrid approach where leveraging technology to pick up efficiencies is necessary; however, a human element adds to the experience.

The market is primed and ready to experience advantages in tech. With the rise of mobile applications as well as eclosings, and remote notary, the end-to-end process can be completely remote. This is very attractive to today’s consumer and aligns with their purchasing habits and value of time. While customer service will always be needed, the consumer ultimately has more control over the transaction and stays informed throughout the process.

In what ways have you contributed to the community?

If given a chance, what change would you bring in loan mortgage for clients?

Bank commits countless hours to our communities in which we serve. Our focus is to continue to aid our communities with housing initiatives and provide products and services that enhance our partner’s offerings so that their communities can benefit equally.

How do you envision on sustaining your company’s competency in a cutthroat and volatile world of business? Where do you see your company in the next five years?

In the next five years, I see a more consumer driven automated manufacturing process that will enable sustainable growth, expansion into new markets, and a wider menu of products. Implementing necessary technology and strategies to keep up with market demand, all while delivering the same customer service our clients are accustomed to.

From Habitat for Humanity to various literacy initiatives as well as donating to impactful organizations, West Gate

www.insightssuccess.com

July 2021

| 25

Jen Du Plessis Influencer, Keynote Speaker, and Mortgage Lending Expert

Jen Du Plessis Empowering Mortgage Professionals to Achieve Personal and Professional Breakthroughs for Success 28 | July 2021

www.insightssuccess.com

The 10 Most Empowering Women in Mortgage Industry, 2021

en believes“You can Live your Legacy while building it and when you work on purpose you can easily play with passion.” Jen is an industry Influencer, Keynote Speaker, Mortgage Lending Expert, Podcast and TV Show host, and #1 Best Selling Author.

J

I'm delighted to have a boutique coaching firm that focuses not only on increasing production, but also adding value to the lifestyle of my clients during the process. Our goal is to help loan officers and realtors, live their legacies while they are building them!

Known as America’s Mortgage Mentor, she guides mortgage and real estate sales professionals who feel overwhelmed in their daily routines; resulting in sabotaging their personal lives for the sake of their business, to multiply results in record time - while having the courage to say YES to their personal lives!

What were the challenges and experiences you came across throughout your journey?

With 4 decades in the Mortgage industry, Jen reached the top 200 of nationally ranked originators, was in the top 1% for over 15 years, and she has personally funded over $1 Billion in mortgage loans.

Jen is recognized as an Influencer in her industry as a #1 Amazon best-selling author of LAUNCH-How to Take Your Business to New Heights; Host of two podcasts – Top Ranked Mortgage Lending Mastery and Success to Significance: Life After Breaking Through Glass Ceilings.

Today Jen is passionate about empowering mortgage and real estate professionals to achieve personal and professional breakthroughs so that they can stop the daily chaos, by mastering their priorities to master their lives, attracting clients rather than chasing them, exponential growth rather than hitting the reset button year after year; and working on purpose to be able to play with passion!

In an interview with Insights Success, Jen sheds light on her inspiring journey and her contribution to the mortgage industry.

Gaining exposure with target markets is the number one goal for growth in the early stages of business.

After being recognized in the top 200 loan originators in the U.S., I was invited on numerous stages to share secrets, strategies & sales tactics with others, which led to expanded opportunities outside the mortgage business.

I was having a busy travel schedule, time away from my family (counter-intuitive to my company's mission), and misappropriated dedication to the true growth of my company -mentoring others. My goal has always been to enact change in the lives of people I’m speaking to, and to help them achieve massive growth, while simultaneously transforming their professional & personal mindset.

Being a recognized business leader, what is your opinion regarding the impact of the COVID-19 pandemic on Financial Services?

The COVID challenge was like many other market swings I’ve experienced. My initial response was to ensure my clients understood the technicalities surrounding the secondary market changes. Secondly, we shifted the focus to then becoming a leader to their clients and referral partners to reduce public fear and anxiety.

Below are the highlights of the interview:

I incorporated Kinetic Spark Consulting, LLC in 2013, and have been coaching for over 20 years; well before I retired from origination 3 years ago; following a 35-year career in lending. Helping others with their own success provides me so much joy, so in 2014, on a whim, I started a podcast called Mortgage Lending Mastery, to be able to answer questions I was receiving from around the country. Little did I know that it would be the catalyst that would allow me to transition out of lending and into my passion today.

www.insightssuccess.com

I’ve been concerned about the short-term gain for long-term pain. While many originators had their best year with loans

‘‘

It’s your time to ignite and climb to new altitudes.

‘‘

Take our readers about your position at Kinetic Spark Consulting, and your journey since inception.

July 2021

| 29

Years ago, I was merely the token woman in a maledominated sales force. I was constantly told I couldn't be a top producer. I toughed it out, focusing on activities, facts and results; and therefore, climbed every ladder this industry has to offer.

Today, it's easier and more profitable than ever. The only thing holding any woman back is her own limiting beliefs.

I’d say, let them tell you can’t- then show them what you can do!

How do you envision on sustaining your company’s competency in a cutthroat and volatile world of business? Where do you see yourself in the next five years?

falling from the sky; these were the same people struggling in 2019; who were wondering if they should stay in the business. The effects of COVID-19 propelled everyone into massive levels of production without the foundation or time needed to manage or sustain the volume.

Many originators may find themselves back where they were before the pandemic. My goal is to help them recognize this phenomenon to ensure growth longterm What is your opinion on the necessity for businesses to align their offerings with newer technological developments, especially when it comes to New Home Loans and Refinancing?

In his book, The Millennial Samurai, George J. Chanos shares with readers the concept of a technology tsunami.

We will see more technological change in the next five years, than combined over the last 150. I witnessed how quickly the mortgage industry adopted during the pandemic. Traditionally a slow-to-adapt industry, the swiftness was quite impressive. Those who adapted improved their performance levels. Others did not.

What would be your advice to the up-and-coming women entrepreneurs aspiring to enter the Financial Services Industry?

I am excited for the future! As the owner of 4 businesses, I see endless opportunities ahead. Women are innately better at building relationships (great for growth), demonstrate compassion (charitable & community involvement), curiosity (wonderful for client retention), frugal (highly competent with vision, planning, strategizing, and budgeting), and are highly organized (can multi-task, get things done, and delegate where needed). My team and I possess each of these qualities and are executing on many new strategies. What I'm most looking forward to in the next few years is to continue my own personal & professional growth to enable me to continue share and help my clients' growth.

We are in pre-production for a new TV show I’m hosting, called “Tell me I Can't” - where we explore stories of people who overcame adversity in their lives. Also, a new book of the same title that will provide ideas & strategies for women in business, to show what is possible.

Additionally, we’ve re-entered the in-person speaking, workshop, and retreat arena for more connections, masterminding and support for those wanting growth & sustainability in this rewarding & prosperous industry.

This industry requires work, no doubt. What I’ve found is that when I slow down long enough to do the work, formulate & concentrate; momentum & stability for success is easier to achieve.

So, stop talking, take action, get the results!

For the last 40 Years many women, like myself, have worked tirelessly to pave the way for future generations.

30 | July 2021

www.insightssuccess.com

Sandrine Desbarbieux-Lloyd Vice President

Digital at Samsung

32 | July 2021

www.insightssuccess.com

Leader’s Viewpoint

Emerging

Technologies Driving Profound Change

T

he 4th Industrial Revolution is here. The 4th Industrial Revolution is a fusion of advances in artificial intelligence (AI), robotics, etc. I believe that this new era of tech will drive profound change and these changes have already started in many ways.

Artificial Intelligence: AI is not new; it is already happening everywhere.

Algorithms pre-recommend the content we see and watch and the products we buy across all areas of our lives today.

But it is going to accelerate exponentially and it is going to completely change the ways we live and work.

While few occupations are fully automatable, 60 percent of all occupations have at least 30 percent technically automatable activities*, leaving people to focus on more valuable activities.

The potential for AI is everywhere, in everything we do at home and at work: • What we don’t want to do – repeated boring tasks i.e. data crunching and reporting • What we can't do – collect and analyse huge amounts of data i.e. predict illnesses • What we don't know yet we can do – help us make better decision, help us create new roles, and new things.

www.insightssuccess.com

For example, Machine learning, within AI, will profoundly impact employees and leaders as people. We are moving from the age of interaction to delegation. Currently, having an assistant is typically a luxury reserved for either senior people in organisations, or wealthy individuals. With AI, in the near future, most people will have assistants which preselect, and even choose what’s best for them. It is also referred as ‘bot to bot’. This means in the near future, as well as focusing on producing good quality content for humans, we will need to also focus at the same time on enormous quantity and volumes of content for machines.

Machines need volumes of data to digest to make recommendations. We will need to start marketing to machines. That’s a big change for marketers like me, we need to think differently.

Through AI, Samsung is developing a user-centric, highly personalised, intelligent, multi-device ecosystem that provides useful benefits to enrich our customers lives and make them more efficient.

An example of this is within the home- Samsung is bringing its expertise in the Internet of Things and artificial intelligence to make appliances “smart,” and capable of learning about users’ preferences for a truly tailored experience.

July 2021

| 33

No two homes are the same, and many of us are looking for ways to personalise our appliances to fit our needs. We are always listening closely to our consumers to learn about any inconveniences that can be solved through innovation.

By connecting Samsung appliances to SmartThings and equipping with artificial intelligence capabilities, customers can personalise how devices operate, and make it possible for the devices to learn about customers’ homes.

Blockchain: Blockchain will also completely change the way we do things as well. Instead of businesses storing their valuable customer data to a central server in one location, Blockchain technology brings with it a decentralised model.

It breaks the data into small chunks across the network.

Effectively, businesses will only be able to store and use very limited parts of customer data at specific times. No longer owning customer data will change most business models. We need to get ready for that too. And that’s within a context of growing focus on privacy in advertising and data protection. So it is only going to become more and more important. From an experience perspective, at Samsung we’re continuing to evolve our customers mobile experience, making it easier than ever to use blockchain on Galaxy devices. Users can now manage and trade virtual assets from third-party wallets on Samsung smartphones.

Voice: In the next 5 years, 40% of Gen Z will expect to access the Internet by using their voice alone**, so voice commerce has got the potential to become as big if not bigger than mobile commerce. This new technology will also exponentially increase in use with the roll-out of 5G, smart assistant devices and IoT. Again, that represents an amazing opportunity to help customers by simplifying their lives AI’s continuous evolution has meant that we can continue to refine our customers experience of using voice commands across all of our devices. The key is to make it helpful and useful to customers at a time in their purchase journey which is most relevant, otherwise it could be seen as too intrusive.

Augmented Reality: The Augmented reality market is estimated to grow from USD 10.7 billion in 2019 and projected to reach USD 72.7 billion by 2024; it is expected to grow at a CAGR of 46.6% from 2019 to 2024***. This is going to improve the ways we deliver online shopping experiences, whether that is on social channels or on video chats for example… so customers can try before they buy. This new technology will become also very important to training of internal teams or external partners, etc.

About the Author: Sandrine Desbarbieux-Lloyd is a senior executive with over 25 years of international experience, leading organisations in the implementation of strategic change and digital transformation. She is the European Vice President of Digital at Samsung, where she oversees digital sales and marketing, a multi-billion pound business across 34 countries in Europe. In this role, she is driving Samsung’s digital transformation including major innovation such as machine learning applications.

Previously, Sandrine was the Director of Marketing and Digital at Avis Budget Group with the responsibility for all digital platforms and marketing programmes across Europe, Middle East and Africa. In this job role, she focused on growing the digital business, specifically direct channels, and successfully increasing revenue year-on-year.

Sandrine has also held several senior e-commerce, digital and marketing roles for internationally recognised consumer brands including BT, LACOSTE, AXA, BAA, E.ON and BUPA. Notable in her career is the national launch of broadband and Wi-Fi for the first time in the UK. This extremely challenging role involved defining the wireless strategy for BT Group following the de-merger of 02, building a mobility business, launching BT Openzone the UK’s first Public WLAN service, and the re-launch of BT Mobile a new SP/MVNO business.

34 | July 2021

www.insightssuccess.com

The 10 Most Empowering Women in Mortgage Industry, 2021

Veronica Love

T

he value that women bring in any industry is praiseworthy. A mortgage is also one such industry where the value women bring to the table is appreciated by lenders, brokerages, and clients. Their exemplary leadership skills, financial acumen, and empathetic approach have brought a drastic transformation in the mortgage industry and encouraged other women to pursue a career in it. One such empowering woman is Veronica Love, the Senior Vice President of TMG The Mortgage Group. Veronica is truly one of the most passionate and giving members within the Canadian mortgage brokering and real estate landscapes. Throughout the past 16 years, she has held various progressive roles within mortgage brokering and real estate industries where she continues to leave a positive impression for her industry efforts as well as selfless community service and monetary donation/volunteer work.

Debbie and Grant Thomas founded TMG The Mortgage Group 31 years ago. The company has grown to 1050 plus agents from coast to coast across Canada. It strives to maintain a respected reputation with lenders and clients as leading-edge mortgage experts who deliver on the company’s Vision + Values. Veronica joined TMG in April 2019, and since then, she has been instrumental in the milestones achieved by the company.

A famous quote by a South African Anglican cleric and theologian, Desmond Tutu, states “Do your little bit of good where you are; it’s those little bits of good put together that overwhelm the world.” Veronica loves this quote and passionately inculcates it in her leadership approach.

Celebrating Highs and Boosting Each other during Lows Veronica believes that it is 100% imperative to have a positive culture in the organization. There is a reason TMG The Mortgage Group can confidentially use the hashtag #TMGFamily. Even with the growth the company has experienced, it bridges the gap across Canada, so its agents

36 | July 2021

get to know each other and support each other. It does this through virtual meetings and virtual awards.

Moreover, Veronica’s team conducts mastermind sessions, which they all call BrainTrusts, with a mix of agents from different provinces at different levels in their careers. The company also fundraises for amazing causes like the Breakfast Club of Canada to unite everyone in TMG for giving back. Then, it also organizes fun in-person events like its annual TMG Summit Conference, where everyone reunites in-person to learn from each other and guest speakers. In addition, it also hosts holiday parties, summer fun events like bowling days, costume-theme parties, paintball outings, and even does blood drives together competing against different regions to help support its communities. Veronica asserts, “Working in the mortgage industry can be like riding a rollercoaster. There are highs and lows – not often are you coasting. We look after each other. We celebrate the highs and boost each other during the lows. That is key to our 31-year culture and why we feel like family.”

Utilizing Technology to Fund Mortgages Faster and Easier Veronica further mentions that when the pandemic hit, TMG adapted quickly. It hosted over 1000 hours of virtual training in the first year and had continued to offer education weekly to its agents. As a result, its agents are funding more business than ever. Each month has been record-breaking months for TMG The Mortgage Group.

TMG agents are experiencing higher commissions than ever and are utilizing TMG’s proprietary technology to fund mortgages faster and easier for their clients than ever before.

Moreover, TMG developed a deal processing system called Hurricane, which allows its agents to collect documentation virtually and package deals more efficiently for its lender partners. Its agents have increased their usage of its CRM, monthly newsletters, and stay-in-touch campaigns and have embraced the customized marketing its marketing

www.insightssuccess.com

Veronica Love

Senior Vice President TMG The Mortgage Group

www.insightssuccess.com

July 2021

| 37

“

Since 1990, TMG continues to help hundreds-of-thousands of Canadians get the right mortgage solution to suit their financial needs.

“

department offers. As a result, the company is connecting to more clients and referral partners than ever before and making it quicker for them to have their mortgages processed.

Raising Funds for Amazing Causes and Educating People in Process When it comes to giving back to the community, Veronica stands tall. Whenever an opportunity presents itself, she embraces it head-on. She enjoys meeting great people, bringing people of similar interests together, raising funds for amazing causes, and educating people in the process.

She’s always amazed at the generosity of those in her circle when she embraces various causes.

Since 2003, Veronica has supported Women's Shelters. She helped build the Royal LePage Shelter Foundation, deciding through some of her own childhood struggles that this was a cause she wanted to support. She has been a monthly donor to a few shelters for years as a result.

Veronica has been a member of the Rope for Hope Toronto Make-A-Wish event committee, helping to put together the huge fundraising Toronto event. Since 2015, Veronica has been the Team Captain for the Women Wish Granters Team, which has raised more than $180,000 for Make-A-Wish. A top fundraiser for the annual Toronto event, Veronica has singlehandedly raised $37,000 of that total!

Veronica has encouraged many women in the industry to join her for this rappel down prominent buildings in

38 | July 2021

Toronto – the highest rappel being 35 stories! Each year, she raises funds through social media and often even at events. She even dedicated her 40th birthday party to it with tickets for raffles and a silent auction!

In 2016, Veronica raised more than $1,500 for One Walk to help conquer cancer for Princess Margaret Hospital Foundation, walking the required 25K. Veronica is also on a mission to be a 100-time donor to Canada Blood Services. She donates as often as she’s allowed.

This past year, she joined 100 Brokers Who Care as a donor and voting member, dedicating gifting to families in need across Canada.

Veronica’s full list of ongoing community service efforts is too extensive to list in full.

Having Confidence and Being Open to Ask Veronica believes that there has never been a better time for women to be in the mortgage industry. To emerging women leaders in the mortgage industry, she says, “Lenders and brokerages alike are valuing the leadership and sales skills that women offer and support their voice on panels, in boardrooms, and especially with clients. Clients appreciate the authentic, caring, and educational approach many women offer.” Therefore, she encourages women to know their worth, have confidence in themselves, and ask. “Those that ask for business receive. Those who hold back don’t,” she adds.

Respecting the Transparency and Efficiency In conclusion, Veronica mentions that TMG has a solid 30 plus year foundation. Lenders and insurers partners respect the transparency and efficiency it brings to them. Brokers and agents are looking for full-support brokerages, and that is what TMG offers. This is just the beginning. The past three years have been the fastest-growing yet. TMG will continue to offer its agents training so they can do more with less effort, support to remove obstacles and help fund files, a family-like environment for them to feel a part of a community they can benefit from, and ensure transparency in commissions while negotiating the best offerings for them and their clients.

www.insightssuccess.com