NATIONWIDE MORTGAGE 12-21-20

NATIONWIDE MORTGAGE EDITION

Business Growth Hack: Absorb Your Clients’ Stress!

What the First Thing You Do After Work Says About You Tips on Being a Good Team Leader COVER STORY

KEN SMITH

TOP MORTGAGE LENDERS

AMY BATTIN KELTON GRAHAM RYAN MARIE HONSEY TARIQ KHWAJA JOHN A. MANGLARDI JR. TOM PAYNE JEANETTE RANGEL JENNIFER RIVERS JOHN SEVILLE REBECCA UFKES

NATIONWIDE MORTGAGE EDITION

RYAN MARIE AMY BATTINKELTON GRAHAM

TARIQ KHWAJA “TK” HONSEY

on Atclients age 39, Khwaja, alsoinknown At nineteen years old, Amy Battin waswithMarie touch with Consultant her wellTariq afterKelton the transAfter trying a stint professional footkeeps touch with his clients letter informed Ryan Honsey – Mortgage pre-approval or anythin 7with 15 16 19 20 hired as a processor ball for a and mortgage broker action is finished, keeping themthrough informed step of the wa as TK, has been working in the mortdeciding it wasn’t the right path periodic phone calls, a monthly Cambria Mortgage’s Brooklyn Park, PM on a Thursday night, they and instantly knew the business was right of the value gage of their homes and providing in the world industry for almost half of his life. began– is anniversabranch hardworking, there for them.” for her. As a child, for she him, never in had1996, a Minnesota trueKelton Graham thema with ongoing support. newsletter, and gifts for the we did. We While working in a restaurant and goworking in theasdedicated mortgage industry.

It was ry of their mortgage loan.

Similarly, home; her family moved frequently her financial advisor whoingisto truly your mortga school to be a teacher at age 20, parents lacked the financial consistency tohome that encouraged For raising the bar of service in her some friends from to region, keep up with his referral partners, committed to achieving the very best Ryan is justifiably of inproud touch with a friend recommended that he check out stay in one house for more than a year. As Amy has earned a tremendous reputation, him to enter the business. for “I came into buyers Kelton likesthought to use ait CRM system, rel theRealtor mortgage industry.

"He outcomes her many and tion with as Cambriadedicated Mortgage soon as she began working in the mortwith the majority of her volume coming their office to discuss it with them, and from either would well as fit a personal touch through phone gage industry, she realized the importance repeat clients or referrals. as an automa be a really good for me,” TK partners. Ryan’s focus on honesty and wide array of loan products of having a stable home and as decided this several based rental on properties, started a mortgage broker the next An owner of calls conversations.

Kelton also explains, his and customer service integrity, coupled with her vast industry offers their clients.regularly.

While R was going to be her day,” lifelonghecareer.

Amy loves helping first time homebuyers says.

Today, Kelton has estabsponsors a CE class for agents andKHWAJA uses and interpersonal communication skills.

KEN SMITH knowledge, AMY BATTIN KELTON GRAHAM RYAN MARIE HONSEY TARIQ realize their dreams in the marketplace. have all translated into her fair share of refinancing, sh TOM PAYNEsolo TK prides him Today, TK is a Senior VPmouth of Mortgage himself as a successful mort- “I’m an example word of to market his services to Amy set a goal tolished become one-stop of what can happen From aa young age, Jennifer Rivers underhouse sight unseen—even if that mean impeccable reputation as® a and trusted and and listedprovide, as a Top Producing tional life so with g Lending at Blue Leaf Lending.

He find isagents. based in Chicago, On an average you can Rebecca “I be Passion, hard work, and it’sreally not gage loan officer in John, the Charlotte, NC local real estate shoporiginator for all her clients regards tosays information onby ifway you stay diligent aren’t afraid to take aday, risk,” of explaining the dent loan with awith deep partners.

“I world-class have a select REALTOR stood the importance of service.

With setting her alarm for a 3 AM phone call caring mortgage advisor. with the Minnesota Hous 23 24 27 28 32 35 creating god business an IL, but as a federal banker, he is able to help anyone in Ufkes bringing her beloved golden kind the full process. of Her twin sister became a his real estate she says.

“It’s so changeJohn a client’s life clientmember service—three traits lightly. I enjoy evalu area.

He works with trust andexisting loyalty he inspires.

“I rewarding stay very ntry de understanding real estate group of agents that I’mtothat close with, retrievers to work with her.“No This is the throu works six days per week appraiser at theTom samePayne time father that she having joined thebeen mort- a Colonel and open up their world to future financial stability any U.S. state. her in the matter who the client may be, Agency & Down Paymen rtgage lending? is and I do whatever I can to help them connected to them throughout the transin clients always count tion and making sure base, as well asknowledgeable external Seville’s partners, and somecan of his Within theongeneral Charlotte community, Kelton gage industry, so she US was able to get and diversity.” perfect embodiment of her calm, friendly of jo enjoys playing music and Army and Special Forces and her have myand hands on their fileinfrom star more than 40 yearsspecialty of expeout, such astheopen houses, passing Ryan began her career in mortgage industry over Programs for First Time Home Buyer action.

It’s about talking openly to my tely when working with him.

John got his my clients a progra loans include jumbo loans and conventional does everything he can to help-out meet new insight to the home valuation process. At the age of 20, and 100 outgoing approach tobusiness the mortgage TK is also an avid travele Because percent of TK’s comes from in Amy the obtained industry,herTom knows out flyers, and on mother being a celebrated special educaend,”school says.

“Most all, I wan clients their financial ntly decades ago, working atgoals aknocking small kiosk inactive mall.

Upto Buyers, sohow the short bulk of of her busines real estate license intwo order toregarding underOutside her career, Amy isand tremendously within start in the mortgage industry 23 doors. years and long fi loans with no down payment options. people.

He mentors elementary students industry.

Ina 2001, Rebecca started outshe Outs new cultures andterm experie repeats and referrals, it islocal obvious that he knows find the best financial options Forming mutually beneficial long-shelter stand the purchase process all of“I the paperwork her community, volunteering at her local for learning what their needs are.

I’m very ltor tion and teacher, Jennifer has always sought to attend all my closings, where I can bw working for a title company in Saugatuck, dous wouldago, do when drawings for prizes like televisions firstbecause time purchasers. he partnered up with ahisfriend and has even volunteered as football coach. much a Additional people-person,are make clients Thiswith is alikely TK When clients.

Tom startedsheworking term relationships is to key to success in tohappy. involved, although never used it forclear, sales purposes. battered women and the distributing food boxes those honest and transparent…at end very where she had the opportunity to build an Curr astill career where she help those inhePerson,” there toto see each borrower key and VCR’s,” recalls, people would fill out include Conventional &theJumb fromshe college who already in the John’s part With a referral rate of 75 could percent, Kelton has clearly heshehas free time, Kelton also likes“With read and enpersonalfavorite andget professional genuinely enjoys working withexpertise realtors. good mmercial bank while in this business,” says. in need.

“I’m a “and Yeswas says.

“I’ll automatiextensive sphere of lenders,toreal estate Build of the day, this is probably the biggest on need.

This eventually brought her to the their new home.” relationships and the industry can learned how for tolittle please his clients and joys of hisVA, hobbies include traveling, business.

His keep lengthy experience and mortgages Today, Amy a Sales Manager Neighborhood callywould support anyone’s orgrilling. charity ifcamaraderie, ISome identify cards that askthem if business they were interested andreally USDA loans. is the abil He earned hisisway to branch agents and builders. During thatFHA time, she been loan they will ever takeMy outteam in their esty Loans, where she the supervises an industry, elite team towhere assist aaneed. and Ilives, are looking to donate or explains. stay fishing It is no surprise, th thrive together,” he TK always strives r of what was then bank’s Besides his passion to help clients, lending she started out coming back.

“I think it’s the attention to detail and wine tasting, bowling, and spending time knowledge make him the ideal financial with the biggestthen, purch in purchasing home or doing a refinance.

That’s JEANETTE RANGEL came to take an interest in becoming a loan of H JOHN A. MANGLARDI JR. TOM PAYNE JENNIFER RIVERS JOHN SEVILLE REBECCA UFKES so it’s important toTom be aistrustworthy, honellar clients throughout Phoenix and the surrounding areas. involved as much as keen possible.” working in the mortga toonestablish a high level of service and create trust, also very helping those mortgage production office. time that I spend initially with customers,” Kelton with friends and family. doing investments and deposits.

Rather For her outstanding commitment t consultant for clients who are looking typically makes in officer and decided career how I got my foot the door.”

From that to pursue Ryan,thewho services the entire state of Saug Min Arizona native with more than basically twenty years of intelligent est, open and expert forin them.” r. An 1990’s interaction,” as well a which in turn creates more referrals in the long run. early Tom opened his own mortwho are just starting in the industry.

He believes after shadowing a colleague.

In her rookie not w explains.

Hethe consistently gives them personalized to purchase a new home, or refinance cially first time buyer quickly, Jennifer an interest in herwhat clients, Jennifer earned a tre professional experience, she has knowledgetook and When she’s not assisting clients or giving back, Amy inauspicious start, Ryan began working for aTK mortgage loves she does for ahas living.

“The mo oker company.

Named after the street he his work as an instructor is helping create a generunderstands that a house i Additionally, says, “Transparency for me is at the year alone, she would win the Million Dollar Brain a yoga teacher in resources needed to attention facilitate transactions ofafter all kinds. can be spending quality her beloved by company asking questions, analyzing their “I time love helping people,” aspect Kelton says, “I’m helping their current home, and want towith feel the process. like mortgages, and making thefound switch mendous reputation, with theto“I majorit as a of secretary, and she was soon promoted of his this business isworld watching is ation proud his association with pthe on, the on company was licensed inJohn five of well-trained and ethical loan officers. and that achieving thisfirs is forefront of my business.”

He always keeps clients award atchildren. her first She company.

“My true love has always countries Leaning her unmatched expertise in VA and FHA husband of sixteen years and three needs, andover offering several different loan options. them take care of their families.”

Thisso impact confident that they going to get the whatever stage lifo inclients 2009, sheto knew she had found her true calling. ofreal volume coming from either repeat clients CrossCountry Mortgage, and ofare the full ame ndloans, served its 15 “I’m totime bring people into working to break down barri processing for alooking short before becoming a her fullThat’s why Ihehelp love working wit in loop and educated them along theget way that been loan shebuyers. says.

“I to spend one part the beach orof enjoy shethousands lives by a of clear-cut motto: “If it’s doable, Ialways can also be heard hosting athe mortgage andorigination,” estate “I that is the transaction that makes clients isfrom Kelton’s favorite partcalculaabout best results.

John currently as time homebuyers are One Tom’s do oneit,proudest accomplishinLoan mortgages, and teach the right way to his do spectrum of largest loan they offer pent ofworks my day working numbers andbecause making canofdefinitely andunderstand with less stress forthis the client.” showproducts on the #1 them talk radio station inon Arizona, wherewith referrals Realtors.

Moreover, she recentl “Being able to they can remain confident in his services. fledged Originator.

Housing, it’s great tohas gohelp to them clos they are going to ever make,” Kelton says, so he working in the mortgage industry.

He is currently however, is that he introduced two of his business.

Many who come into this profession she educates listeners on the mortgage and housing tions, and the other helping clients; it’s the perfect mix.”

Going forward, Re Branch Manager ofmuch Benchmark Mortgage, to work withLender due to attheir excitemen their clients.

“Though we do pretty d in achieve the of ge ho Today, Jennifer is a the Loan Officer for Carolina Home been namedand Besthappy Mortgage thedream Readers how my clients are when they When assisting her clients, Amy strongly believes industry.

Looking ahead, Amy has a straightforward ers to the business.

Tom still finds teaching are really lost, and I do my best to mentor them ness.

As she contin rushes in through the process.

Many of his referevaluating what industry will like innificant a I thing everything the residential mortgage space,” explains y national mort- never in life,” TK These qualities ensurethe that TK’s arelook pleased serves clients throughout the Grand Rapids, MI andclients buying process.

But also like helpi Mortgage, where she supervises elite team in itsshe Choice Awards.

Since then, Ryan has built a athriving business on aMortgage their first home.” in maintaining open communication throughout the plan for heran business.

“Keep going,” says.

“In Today, Rebecca is One amy Loan Officer forhis the Lake is looking to p ntoring enormously satisfying.

Infrom addition andCharleston, show thatand they can have positive impact and hopes toshe continue growin with every transaction. shared in ahe review of John, “we have built out a really great renovation loan My dad has had rals come real estate agents loan officers post-pandemic world and how will change his SC areas. second home or forever home, or Putting above all else, she aofbig career, I’ve never lost ofMichigan how important these Fayetteville Office.

There, she leans hersight years of Credit Union, where sheexperts services clients all local real estate gr oantransaction. orgination role attransparency Cardinal Financial make difference inon people’s lives,” he says. foundation trustworthiness, hard work and the impact on potential home services, “TK and his team of mortgage was a division.

I brand myself as the Renovation King of nder him during from other companies with different loan specialown business.

Kelton explains, “I think that the conexisting home and putting their fa there for them as an advocate, guide and genuine transactions are to my clients. By the end ofWest our transthroughout Michigan.

Offering a unique specialthe fulfilling caree ny,isTom also shares hisprofessional years of accumuexperience to navigate even the most Outside her career, Jennifer is tremendously activ reservoir of industry knowledge she possesses.

When she’s notsituation. working, ing on Ryan scaling enjoys and grown pleasure tofamily.” work were very be knowledgeable Chicago. loans are something spent a ofstemming eer,” says friend overJohn. the course of as thewell deal.Renovation Butvast she remains in I feel of as I’ve if they’re parttinued my ties, as clients with existing loans. way ofwith. myThey business will working with my With aaction, majority his business from previous financial My general appr

JENNIFER RIVERS JEANETTE RANGEL JOHN SEVILLE REBECCA UFKES HN A. MANGLARDI JR.

d say Jeanette Rangel grew up know precisely what’s going on with ortgage business. Her family their files.” prominent mortgage company rnia, and Jeanette was invited Through the years, Jeanette has earned heir offices once she got out a fantastic reputation in her region, as school. Though reluctant at evidenced by her strong rate of repeat started out as a receptionist clients and referrals from Realtors, eeded to work her way up to past clients and local builders. She is ocessing, dabbling in escrow also tremendously influential within CONTENTS e management along the way. her professional sphere, having hosted he came to4) realize that sheGROWTH had courses forGOOD first time BUSINESS HACK: 25) IF IT’S FORhomebuyers THE SOUL, and e passion ABSORB for the industry— special functions for area Realtors. “This YOUR CLIENTS’ STRESS! IT’S GOOD FOR THE BUSINESS ular for the ways in which it industry is incredibly dynamic,” she 13) TIPS ON BEING A GOOD 29) WHEN IT’S TIME FOR A er to help others. in 1997, I became says. “There’s never a file that’s exactly the same, TEAM“Finally LEADER HOME OFFICE ization inalways construction loans, she also applies by herher theI community sh isdom teaching pre-licensing coursestransaction. atI haven’t When he’s not busy working, Tom loves to travel. icer,” says.

“Since looked and there are hurdles to75 overcome.

But truly challenging “Oftentimes, we can service within community.

Inspired she en tomother, continue workin and professional.

The entire process pre-approval Currently, almost the entirety of Ryan’s business isher thanfrom spending time with lot of timethen, becoming a customers specialist at, and they’re great there she are still referral partners toemphasis maintain the percent partplans of years of professional experience tois handle purchases ofthe her a newfamily, home is an sow and referrals, John believes it’s his to treat them way I would alty School.

He’s also an avid wine connoisseur, and likes to 33) HOW TO CUT ON orthat so “And then see through closing was easy and painless.

WeDOWN wereher kept 5 MORNING HABITS TO MAKE people that other can’t,” she says.

“I will always joys volunteering local schools.

Elsewhere niche products withlenders amazing financial benefits our gsttolove him for based upon referrals and returning clients, an accurate warm weather sports include swimm it.”his17) enjoy the process of meeting new and finding allbusiness kinds. establishing awher who Clients appreciate the individualized top-notch my that comes from myaround external sources.” keep his palette guessing by for experimenting with on forming long-term relationships and always delivIf youpeople stay focused on helping peo To learn more about Amy Battin, DIGITAL DISTRACTIONS embrace the opportunity to help people who have been Jennifer has served on her Chamber of Commerce anI customers.” rounded by famtheir originator, YOUR DAY SUPER PRODUCTIVE barometer of the exceptional service rides. alsotopassionate aboutthat cooki tted to helping clients understand all of from different flavors. five adult daughters, service they receive Kelton.

As And one former Kelton’s mottoshe is: is “I will neverShe put issomeone in a the goals ering results that keeps clients coming back.

“This times able meet you email ABattin@Neighborhoodloans.com, orwith call (623) 326-2419 a customer way toWhen address their needs.” assisting her clients, Rebecca provides a wide and take on any ch ftions the and realmaking estate financial AND UP YOUR PRODUCTIVITY turned down finally attain their dream home.” hosted popular events, such as movie days or cocktai and her sevenmany grandchildren, hebuyers spendsloan the rest of Ihis decisions grateful and Realtor partdoing so for her family. client shared inproviding abest Facebook review, Kelton gave them that wouldn’t putFor my mother in,” and this Tariq business is absolutely built on relationships and taking heinformation says. more about Khwaja, array of products, ranging from FHA to Conventional happy and stress-f anette is a Loan Officer for Planet Home John is also very civic minded, and he gives back to w in his father’s 21) WHAT THE FIRST THING surrounded family. or their needs, Tom“exceptional brings an attentive parties for her professional She also contrib customer service and is by very profeshonesty and loyalty are sure to continue shaping histk@blueleaflending ners. “Itime think it’s because I’m hands-on,” says please 312.379.8860 orsphere. care of people.

You canvery certainly chase leads andcall getloans loans, as well as portfolio for doctors oremail home his community in a wide variety of ways, including his musician while ch and a great amount of patience to each Copyright Top Agent Magazine YOU DO AFTER WORK SAYS where sheaassists clients fromathe company’s Outside her career, Jeanette enjoys getting active When client, Jennifer offers aI learned variety ofdecisions utes to area animal shelters, Kid’s Peace and annua sional andassisting trustworthy.”

Once the loan is completed, career come.

But through itto all, she most values putting Ryan, when asked how she manages to soyears Ryan –Outside who was Super Mortgage business that way, very early infor my career of named work John strives to b ion. “It’s still me just meeting Going forward, Tom isbut putting together agenerate team involvement with numerous charities and as a Board of construction. production busi-rush for her clients first and selecting the right option based options, including VA loans, along with FHA, USDA Realtor Rallies.

When she’s not assisting clients o ABOUT YOU much trust and loyalty amongst those she works with. in both 2019 and 2020 by Minneapo Lason Vegas.

There, she applies her extenin her community.

In the past, she has been a chairthat if you build relationships with good people, deliver community.

He and his team have eocus mortgage applicants and discussing the and working with a couple of incredible mortgage Directors member for multiple real estate-centric orga- on their needs and best interests. “In this business, it’s fun and andtoConventional loans.

At Carolina Home Mortgage, giving back, she can be found spending quality tim For more about Kelton Graham loan originators toinformation continue giving hisonly clients the mightinbemy available them.

I“I’m take top results, care and build trust, then opportunities will teered with Habitatforfor Humanit also not the typical banker who work from Magazine – has bigHuman plans the future oC nizations.

When he’s not working, John enjoys nothing ythat course ground in the mortgage industry to provide person for church’s Board of Care, crucial toher develop a personal relationship and be human please call 704.877.3148 email best service.

“We want to stay ahead of her curveanswering and efootsteps and ask aoflot inno order to totime she has overlays, making itwife much easier to kelton.graham@sharonview.org get with hershefamily. create themselves as a result of that,” says.

Kent County and the gro An more than spending with andor their young myof questions nine five.

I his take great pride in always thriving business: namely, continued with yourhe clients,” says.

“My Services goal is to of streamline fand services and products.

On top of offering and she currently serves on the board of her local Phone 310-734-1440 | Fax 310-734-1440 em the best possible solution,” he says. embrace all the upcoming market and technologclients qualified.

“Here, we also have no lender fees son.

He also enjoys competitive BBQ’ing and playing the overall the process for them—all the way to the closing table.”

When he’s not working, he loves my phone calls and text messages. Most of my clients at the expense of the unparalleled custom rd work he puts in has paid off in many ical changes and advances. My biggest priority Copyright Top Agent Magazine aorvariety of instruments and music genres asour a so andard home loans, she also supports many Homeowners Association. she origination fees,” she says.

“AofMortgage lot of times, real Going Jennifer has strong plans for her busi offers athem of forward, water, coaching his kids in their mag@topagentmagazine.com | allwww.topagentmagazine.com Monday if variety they need alending has Elsewhere, been providing for volunteers more than twenty is Benchmark to take care of through my clientsFriday, and bring the s, which make up the majority of hisare busi-working Moreover, Rebecca stays in contact with her clients and classically trained guitarist. estate agents feel like it’s too good to be true.

But I do ness.

In the months ahead, she will be growing options to choose from, such as conventional, VA, and spending time with his famil ement also has closeNo ties to programs a small of best results.” assistance has extensive at area women’s groups. she’s not with clients he portion of thisgroup issueand may be reproduced in any manner whatsoever without prior consent of publisher.

Magazine partners well after the dealsWhen arethe done, keepingTop in Agent touch his staff joined FHA,GA, andprecautions USDApeople loans.

John ensures that goal is towith continue providin what by I do out of honesty: I MSHDA, simply love getting team while expanding her work investors.

Bu through phone calls, pop-bys andJohn’s even the occasional is loans. published Feature Publications Inc. Although are taken to ensure the accuracy of materials, For about Ryan Marie Honsey, e with VAmore Alongside collaborating ormore giving back, Jeanette can bepublished found relaxing on ere his business John’s plans for the future of hiscall business include con- information To learn m his clients are educated about their financing options the best service possible and helping To learn about Tom Payne, please (725) 218–1857, into their homes—especially if it’s a tough story.” through it all, she remains focused on what matter gift. Across hersupplied fifteen by years in the industry, she has Top Agent Magazine cannot be held responsible for opinions expressed or facts its authors.

To subscribe or change is based almost tinued growth, adding please additional staff to handle that earned call 763-536-7013 or email Ryan.Honsey@CambriaMortgage.c pleas tors, she also assists in refinances and helps the beach, traveling around the country in her RV or a strong reputation as a trustworthy and reliable andorare able to choose a loanin program that“Iiswant best to American Dream of ownersh cardinalfinancial.com mail tom.payne@cardinalfinancial.com, visit address, send inquiry to mag@topagentmagazine.com.

Published the U.S. most: help everybody, andhome I don’t wan ients, a sure sign growth, and above all – to continue providing his many lender, as evidenced by her strong rate of repeat clients email re suited to their specific needs.

“This jobtohas ananybody impact career onwhy taking care of people, add originators with their transition loans.

But spending quality time with her beloved children.

Jennifer is particularly passionate about assisting clients tell no.

That’s I’m driven to go wa he is providing. grateful clients with the very best mortgage assistance and referrals from Realtors. And the key to her success? or visit on people’s lives, and that impact can be positive or life, and delivering on what I say, Agent Magazine from military officeToplocated over and beyond to get myTop clients the closing table AgenttoMagazine personal available in all ofbackgrounds.

Chicagoland. what, 2touch,” she personalizes her workflow toWith theherCopyright Copyright Top Ag negative, depending on how we do and the advice we focused on that.” close to Fort Bragg, she is used to helping soldiers It’s not about the numbers for me; I truly care abou ests of each client.

Going forward, Jeanette has strong plans for her future. www.

who serve outside the country and need to buy their

the borrower.”

mailto:mag@topagentmagazine.com http://www.topagentmagazine.com

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3

Business Growth Hack: Absorb Your Clients’ Stress!

Your business coach or a CRM software sales rep has probably described a number of products or services to help you grow your business. But sometimes the easiest way to increase the deals you’re closing is to simply be present for your clients. In doing so, you’ll find have the power to decrease the stress they feel. And when you decrease their stress, you increase your value to them, leading to new referrals and organic growth.

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You may be thinking, “I have enough stress; how can I find the emotional bandwidth for other people’s stress?” But consider this: As their day-to-day point of contact in this life decision, you are already a strong presence in your client’s lives. Why not allow yourself to be the only seemingly calm part of this process? By asking them what’s on their mind, by truly listening, by showing that you truly understand and even by rolling up

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your sleeves to relieve some of their grunt work, you’ll prove yourself invaluable.

Think of yourself as the equivalent of an anti-anxiety pill to your clients. All you have to do is form a few easy habits.

Laura and Raj, their agent and their loan officer soon came to learn that Laura’s 80-year-old mother may eventually move in with the family. This news not only helped the agent best meet Laura’s and Raj’s needs for a new home; it gave both the agent and the loan officer opportunities to go above and beyond for their clients. Their REALTOR® connected Laura with a senior services nonprofit near Laura’s mom’s current home that may be able to assist the family.

And their loan officer outlined various, detailed options to Laura and Raj make smart, long-term financial decisions.

Meanwhile, the agent and loan officer earned the trust of Laura and Raj, who felt less worried about the future.

Listen – really listen – with patience Behind every home purchase or sale is a person or a family with a uniquely complex set of needs, motivations, objectives and priorities. Asking the right questions and truly listening to the answers are the easiest ways to learn how to make clients’ lives easier. In doing so, you not only show that you’re interested in them as people, but you help yourself discover ways to surprise your clients with service.

Take “Laura and Raj,” for instance – a couple in their 30s who wanted a larger home because their family of five outgrew their first home. By patiently getting to know Top Agent Magazine

Empathize Don’t be afraid to describe your own personal experiences as a homebuyer or seller, explaining how you felt at the time; let your client know you “get” it. The agent who is willing to open up and let buyers and

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sellers know that they personally understand their needs and concerns will connect with clients quickly, break down barriers and help the process move smoothly.

Chayan Alavi, Broker/Owner of Alavi Agency in Long Beach, California, challenges himself and his team to ensure that every action of every day serves others. “If we can put ourselves in other people’s shoes with empathy, then we become stellar professionals and great human beings, too,” he says. “I like knowing that we remove the sales pitch from real estate and make it all about the customer.” Chayan and his team focus on customer advocacy and building trust. But they don’t take trust for granted.

Instead, they know trust must be earned and nurtured over time.

Roll up your sleeves “You can’t be afraid to do anything!” says Matthew Todd of d’aprile properties in the Chicago area. “People know there’s nothing I won’t do to get the job done.” He has 6

mowed clients’ lawns, walked dogs and personally cleaned someone’s 8,000-squarefoot, $2 million home for a showing one day after his seller left the house. Two days before another closing, Matthew’s client was unable to move large amounts of unneeded furniture out of the house he sold. No problem! Matthew joined or created five online garage sales; sold or gave away most of the client’s belongings and had the remainder hauled away before cleaning in time for the closing. “The first time I sit with a seller on listing presentation or the first day I take someone on a buyer’s tour, they know I’m ‘all-in.’”

Meanwhile, in the Cincinnati area, Aaron Denton of Summit Funding considers himself and his team members to be concierges for their borrowers. “We’re like personal assistants,” says Aaron. “People are happier when you remove the stress.” Included in their standard services are researching moving quotes; arranging and organizing movein day; scheduling utility transfers; assisting with children’s school registration paperwork; and even connecting buyers with local resources like daycares.

If “rolling up your sleeves” isn’t your strongest skill, then an easy alternative is to get to know professionals in your area who can do these tasks for you. In the end, remember that by listening with patience, empathizing, and being willing to go the extra mile, you have the power to remove the stress your clients would experience without your help.

When clients feel cared for, they remember the agents and partners who helped them.

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KEN SMITH Top Agent Magazine

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KEN SMITH Ken Smith is a Loan Consultant at New American Funding, where he services clients all throughout Georgia.

Ken Smith started out in finance, but came to take an interest in mortgages during the purchase of his first home. Above all, he realized that he could apply his deep understanding of economics to streamline the lending process for his clients. “I felt like I could make the 8 Copyright Top Agent Magazine

whole lending experience smoother for people,” he says. “Loans were the logical next step for my career.”

Today, Ken is a Loan Consultant at New American Funding, where he services clients Top Agent Magazine

all throughout Georgia. Having already reached the President’s Council last year for facilitating over 100 purchased units and handling over $20 million in volume, he has quickly established his foundations as a trustworthy originator and a tireless advocate for his clients.

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At New American Funding, Ken offers clients a variety of options to fit their needs. Specializing in FHA, VA and conventional loans, he possesses the experience and tenacity to get the deal done—no matter what happens. “My job is to learn the client’s story while guiding them Copyright Top Agent Magazine 9

“I love making a difference in my community. To me, there’s nothing more fulfilling than helping a family realize the American Dream of homeownership.” to the right product and keeping an eye out for alternative ways to complete our transaction,” he says. “In loans, things can take a left turn any time. You have to be prepared and thorough to make sure your borrowers still get the service they need.”

Meanwhile, Ken places a special emphasis on the client relationship.

Throughout the process, he is there for his borrowers with a personalized touch, keeping them from getting lost or confused along the way. Moreover, his lofty standards of service maintain after the deals are done, as Ken remains in touch with his clients well into the future to ensure that they are satisfied and thriving in their new homes. “At New American, we sell service,” he says. “We’re always looking for ways to break down barriers and improve the relationship between all parties involved in a purchase.”

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This exemplary service has garnered Ken the Gold Award for MBAG two years in a row and already prequalified him for Platinum for 2020.

For his expertise and willingness to put his clients first, Ken has earned an outstanding reputation around Georgia, with the vast majority of his volume coming from referrals from previous customers or his professional network. “I like to Top Agent Magazine

get everyone involved,” he says. “After all, I’m trying to take care of the client, the listing agent, the buying agent and the seller all at once and make the transaction easier on everybody.”

Outside of his career, Ken strives to remain active in his community. On top of volunteering at back-to-school barber shops and area food drives, he also delivers Christmas presents to Copyright Top Agent Magazine11

families in-need. When he’s not assisting clients or giving back, Ken can be found spending quality time at home with his wife and their two infant children.

Looking ahead, Ken envisions the steady expansion of his client base. But no matter how much

his volume grows, he will continue to provide the same boutique experience to each and every client, regardless of their personal background or financial situation. “I love making a difference in my community,” he says. “To me, there’s nothing more fulfilling than helping a family realize the American Dream of homeownership.”

For more information about Ken Smith please email Ken.Smith@nafinc.com, call 404-805-9808,or visit gowithken.com http://

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Tips on Being a Good Team Leader Your business is booming, so much in fact, that you’ve finally made the decision to start a team. You’ve made sure it’s financially feasible, and you’ve found the right people, but there is still one other component of a successful team. And that’s an effective leader. It’s your job to not only generate business, but to motivate your team, which in turn increase productivity. Here are a few simple tips on being a good team leader.

1. Evaluate each team member, making sure to utilize their strengths Hiring the right people is one of the first steps in creating a successful team, but once you have those people it’s really Top Agent Magazine

important to figure out where they best fit into the operation. Having every team member be an ‘expert’ in their part of the process leads to seamless transactions and a business that runs like a well-oiled machine.

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Of course it’s also important to create a supportive atmosphere that allows team members to stretch beyond their comfort zones, under your guidance. It’s to the whole team’s advantage when people take initiatives to up their game by taking additional training or mastering a new and innovative technology that can improve productivity. The key is to constantly evaluate not only your systems but the people running them. It’s your job as a leader to encourage that personal growth while making sure to always protect against any major misfires. Which leads us to…

2. Always reevaluate what is and isn’t working It’s a good idea to have a weekly meeting where the whole team can convene and go over any snags they may have hit in the systems that you developed when starting your team. Your team is in the trenches with you and since everyone probably focuses on a different aspect of the transaction, it’s important to make sure things are working on every level. Make sure copious notes are taken during these meetings so you have a track record of what was suggested, as well as a history of things that may have been tried and the results.

Another good thing to focus on in these meetings is goal setting. Set weekly and monthly goals, and use the meetings to discuss what’s being done or needs to be done to meet them. When goals are met, it’s a great bonding experience for everyone. When they aren’t, it’s a moment to learn how you can do better in the future.

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Don’t forget to always take in what you can do to be a better team leader as well.

3. Stay connected and in communication These are your team members! There’s more to that than just a label. Be connected to them on a daily basis. Clear, open and honest communication is important on a busy team and that’s much easier if you actually like and trust your co-workers.

Sure you want to succeed for yourself, but knowing that other people you respect are counting on you, is an additional motivating factor, that is certain to lead to everyone going above and beyond creating a wildly successful business.

4. Be inspiring and supportive If you’re enthusiastic about what you’re doing, it really will be infectious. Encourage innovation and creativity. Yes, systems and consistency are great but don’t let your team get in a rut either.

Support their individual careers, always encourage them to go for more, let them rely on you for mentorship. If they sense that you want each member to succeed as much as you have, you won’t find more loyal employees. And perhaps most importantly focus on what’s being done right. Don’t be the boss that just points out things they don’t like. Let them know when they’ve done an amazing job and be specific about what it is. Make them feel valued and they will become a valuable asset to you and your business.

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AMY BATTIN At nineteen years old, Amy Battin was hired as a processor for a mortgage broker and instantly knew the business was right for her. As a child, she never had a true home; her family moved frequently as her parents lacked the financial consistency to stay in one house for more than a year. As soon as she began working in the mortgage industry, she realized the importance of having a stable home and decided this was going to be her lifelong career.

Amy set a goal to become a one-stop shop for all her clients with regards to information on the full process. Her twin sister became a real estate appraiser at the same time that she joined the mortgage industry, so she was able to get knowledgeable insight to the home valuation process. At the age of 20, Amy obtained her real estate license in order to understand the purchase process and all of the paperwork involved, although she never used it for sales purposes.

Today, Amy is a Sales Manager for Neighborhood Loans, where she supervises an elite team to assist clients throughout Phoenix and the surrounding areas.

An Arizona native with more than twenty years of professional experience, she has the knowledge and resources needed to facilitate transactions of all kinds.

Leaning on her unmatched expertise in VA and FHA loans, she lives by a clear-cut motto: “If it’s doable, I can definitely do it, and with less stress for the client.”

When assisting her clients, Amy strongly believes in maintaining open communication throughout the transaction. Putting transparency above all else, she is there for them as an advocate, guide and genuine friend over the course of the deal. But she remains in

touch with her clients well after the transaction is finished, keeping them informed of the value of their homes and providing them with ongoing support.

For raising the bar of service in her region, Amy has earned a tremendous reputation, with the majority of her volume coming from either repeat clients or referrals.

An owner of several rental properties, Amy loves helping first time homebuyers realize their dreams in the marketplace.

“I’m an example of what can happen if you stay diligent and aren’t afraid to take a risk,” she says. “It’s so rewarding to change a client’s life and open up their world to future financial stability and diversity.”

Outside her career, Amy is tremendously active within her community, volunteering at her local shelter for battered women and distributing food boxes to those in need. “I’m a Yes Person,” she says. “I’ll automatically support anyone’s business or charity if I identify a need. My team and I are looking to donate or stay involved as much as possible.”

When she’s not assisting clients or giving back, Amy can be found spending quality time with her beloved husband of sixteen years and three children. She can also be heard hosting a mortgage and real estate show on the #1 talk radio station in Arizona, where she educates listeners on the mortgage and housing industry. Looking ahead, Amy has a straightforward plan for her business. “Keep going,” she says. “In my career, I’ve never lost sight of how important these transactions are to my clients. By the end of our transaction, I feel as if they’re part of my family.”

To learn more about Amy Battin, email ABattin@Neighborhoodloans.com, or call (623) 326-2419 Top Agent Magazine

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KELTON GRAHAM After trying a stint with professional football and deciding it wasn’t the right path for him, in 1996, Kelton Graham began working in the mortgage industry. It was some friends from home that encouraged him to enter the business. “I came into their office to discuss it with them, and started as a mortgage broker the next day,” he says. Today, Kelton has established himself as a successful solo mortgage loan officer in the Charlotte, NC area. He works with his existing member base, as well as external partners, and some of his specialty loans include jumbo loans and conventional loans with no down payment options.

With a referral rate of 75 percent, Kelton has clearly learned how to please his clients and keep them coming back. “I think it’s the attention to detail and time that I spend initially with customers,” Kelton explains. He consistently gives them personalized attention by asking questions, analyzing their needs, and offering several different loan options.

“I understand that this is the largest transaction that they are going to ever make,” Kelton says, so he never rushes through the process. Many of his referrals come from real estate agents and loan officers from other companies with different loan specialties, as well as clients with existing loans.

Clients appreciate the individualized top-notch service they receive from Kelton. As one former client shared in a Facebook review, Kelton gave them “exceptional customer service and is very professional and trustworthy.” Once the loan is completed,

Kelton keeps in touch with his clients through periodic phone calls, a monthly newsletter, and gifts for the anniversary of their mortgage loan. Similarly, to keep up with his referral partners, Kelton likes to use a CRM system, as well as a personal touch through phone calls and conversations. Kelton also sponsors a CE class for agents and uses word of mouth to market his services to local real estate agents.

Within the general Charlotte community, Kelton does everything he can to help-out and meet new people. He mentors local elementary school students and has even volunteered as a football coach. When he has free time, Kelton also likes to read and enjoys grilling. Some of his hobbies include traveling, wine tasting, bowling, fishing and spending time with friends and family.

“I love helping people,” Kelton says, “I’m helping them take care of their families.” This impact he makes on his clients is Kelton’s favorite part about working in the mortgage industry. He is currently evaluating what the industry will look like in a post-pandemic world and how he will change his own business. Kelton explains, “I think that the continued way of my business will be working with my referral partners to maintain the 75 percent part of my business that comes from my external sources.”

Kelton’s motto is: “I will never put someone in a loan that I wouldn’t put my mother in,” and this honesty and loyalty are sure to continue shaping his career decisions for years to come.

For more information about Kelton Graham please call 704.877.3148 or email kelton.graham@sharonview.org 16

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5 Morning Habits to Make Your Day Super Productive For many, most mornings begin with a rush—a rush to get dressed, a rush to find something edible for breakfast, a rush out the door and into rush hour. Likely you have heard articles advising you to set your

alarm early to give yourself some flexibility —which is sound advice, of course—but consider a few of these additional tweaks to your morning routine that can set a productive tone for your day at large.

1. Keep Screens Away Until Breakfast Oftentimes, our first instinct upon waking is to check-in on our phones, tablets, or computers, to scope out the latest social media updates and e-mail correspondence. While diving into the action might seem productive, studies show that waylaying screen time until you’re up and dressed, and have had a good breakfast, will actually make your first pass Top Agent Magazine

at all things digital more focused, clear, and efficient. Instead of answering a few e-mails, checking out a friend’s photos, and then hurrying to shower and dress, instead make a resolution to keep the online world at bay for the first half-hour to an hour after you rise, then you’ll approach the digital world with fresh eyes, energy, and adeptness.

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2. Meal Prep Sometimes hitting the snooze button is inevitable, but if you make prepping breakfast the night before a part of your routine, then grabbing something healthy on the go will be a snap—and your stomach will thank you for it. Load up your coffee machine ahead of time, so all you have to do

is hit brew. Or, chop up a fruit salad, mix a smoothie, or simply put a granola bar and a grapefruit in your lunch bag, ready to be grabbed on your way out the door. Even if it’s small or basic, keeping yourself fueled will keep distractions, inefficiency, and mood swings at bay.

3. Queue Up a Podcast on Your Commute Whether you’re driving, biking, or taking public transportation into the office, a podcast is a perfect way to brush up on industry knowledge. Try sourcing a podcast relative to your field and narrated by experts.

Not only will it get you thinking about the topics of your industry—while expanding

your professional vocabulary—it will also wake up your brain and get your head in the game as you prepare to launch your day. Use your commute time to bump up your knowledge and conversation points, and you’ll be ahead of the curve before you reach the office.

4. Begin with a To-Do List When work gets busy, sometimes just getting started is an overwhelming prospect.

Before you dive in to your e-mails and projects, take twenty minutes and be thoughtful as you assess your daily and weekly to-do

list items, then map them. By giving yourself a bullet point system of what you need to accomplish and by when, you can undo some of the anxiety that a busy schedule promotes.

5. Walk It Out, Even If You Missed the Gym While we often rely on coffee for our morning buzz, exercise provides a potent burst of energy that can supercharge your day. But, let’s say you’re running behind and skip the gym—all is not lost! Take fifteen minutes in

the early morning to take a walk around the block a few times. The fresh air and aerobic exercise will wake you up, get your blood moving, and provide your morning with a natural injection of motivation.

Everyone’s morning routine varies, but perhaps the first step is identifying aspects of your routine that could be improved, and tackling them from there. From waylaying

screen time distractions to getting in a little blood-pumping exercise, keep these tips in mind as you launch your most productive morning routine ever.

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RYAN MARIE HONSEY Ryan Marie Honsey – Mortgage Consultant with Cambria Mortgage’s Brooklyn Park, Minnesota branch – is a hardworking, dedicated financial advisor who is truly committed to achieving the very best outcomes for her many buyers and Realtor partners. Ryan’s focus on honesty and integrity, coupled with her vast industry knowledge, have all translated into her impeccable reputation as a trusted and caring mortgage advisor.

Ryan began her career in the mortgage industry over two decades ago, working at a small kiosk in a mall.

“I would do drawings for prizes like televisions and VCR’s,” she recalls, “and people would fill out little cards that would ask if they were interested in purchasing a home or doing a refinance. That’s basically how I got my foot in the door.” From that inauspicious start, Ryan began working for a mortgage company as a secretary, and she was soon promoted to processing for a short time before becoming a fullfledged Loan Originator.

Since then, Ryan has built a thriving business on a foundation of trustworthiness, hard work and the vast reservoir of industry knowledge she possesses.

Currently, almost the entirety of Ryan’s business is based upon referrals and returning clients, an accurate barometer of the exceptional customer service she is providing her many grateful buyers and Realtor partners. “I think it’s because I’m very hands-on,” says Ryan, when asked how she manages to generate so much trust and loyalty amongst those she works with.

“I’m also not the typical banker who only work from nine to five. I take great pride in always answering my phone calls and text messages. Most of my clients are working Monday through Friday, so if they need a

pre-approval letter or anything else at nine PM on a Thursday night, they know I’ll be there for them.”

Ryan is justifiably proud of her association with Cambria Mortgage, and of the wide array of loan products the company offers their clients. While Ryan does her fair share of refinancing, she is certified and listed as a Top Producing Loan Officer with the Minnesota Housing Finance Agency & Down Payment Assistance Programs for First Time Home Buyers and Move Up Buyers, so the bulk of her business is working with first time purchasers. Additional areas of Ryan’s expertise include Conventional & Jumbo Financing, VA, FHA and USDA loans.

Ryan, who services the entire state of Minnesota, truly loves what she does for a living. “The most rewarding aspect of this business is watching first-time home buyers. That’s why I love working with Minnesota Housing, because it’s great to go to closings and see how happy my clients are when they get the keys to their first home.”

When she’s not working, Ryan enjoys nothing more than spending time with her family, and she enjoys warm weather sports that include swimming and bike rides. She is also passionate about cooking, and loves doing so for her family.

Ryan – who was named Super Mortgage Professional in both 2019 and 2020 by Minneapolis St. Paul Magazine – has big plans for the future of her alreadythriving business: namely, continued growth, but not at the expense of the unparalleled customer service she has been providing for more than twenty years.

For more information about Ryan Marie Honsey, please call 763-536-7013 or email Ryan.Honsey@CambriaMortgage.com Top Agent Magazine

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TARIQ KHWAJA “TK” At age 39, Tariq Khwaja, also known as TK, has been working in the mortgage industry for almost half of his life.

While working in a restaurant and going to school to be a teacher at age 20, a friend recommended that he check out the mortgage industry. "He thought it would be a really good fit for me,” TK explains, based on his customer service and interpersonal communication skills.

Today, TK is a Senior VP of Mortgage Lending at Blue Leaf Lending. He is based in Chicago, IL, but as a federal banker, he is able to help anyone in any U.S. state.

Because 100 percent of TK’s business comes from repeats and referrals, it is obvious that he knows how to make his clients happy. This is likely because TK genuinely enjoys working with realtors. “With good relationships and camaraderie, the industry can really thrive together,” he explains. TK always strives to establish a high level of service and create trust, which in turn creates more referrals in the long run.

Additionally, TK says, “Transparency for me is at the forefront of my business.” He always keeps his clients in the loop and educated them along the way so that they can remain confident in his services.

These qualities ensure that TK’s clients are pleased with every transaction. One shared in a review of his services, “TK and his team of mortgage experts was a pleasure to work with. They were very knowledgeable and professional. The entire process from pre-approval through closing was easy and painless. We were kept

informed on the status of our loan every step of the way. We had all the confidence in the world we would close on time and we did. We highly recommend TK for your mortgage lending needs.” To stay in touch with his database, TK has two dedicated relationship managers, as well as an automated CRM system that he uses regularly.

TK prides himself on living "a fully-functional life with really good balance… As well as creating god business and camaraderie.” Though he works six days per week, when he has free time, he enjoys playing music and dining at new restaurants.

TK is also an avid traveler, as he loves to learn about new cultures and experience new things. He is very much a people-person, which is relevant both in his personal and professional lives.

It is no surprise, then, that TK’s favorite part about working in the mortgage industry is the “client interaction,” as well as “helping people.” TK understands that a house is most people’s biggest asset and that achieving this is not always easy, so he aims to help break down barriers and make this possible.

“Being able to help them with that and helping them achieve the dream of homeownership is still a significant thing in life,” TK explains. In the future, TK hopes to continue growing his business, as well as his impact on potential homeowners. “I am avidly working on scaling and growing my team,” he says. TK plans to continue working hard for the next 10 years or so “And then see where life takes me.”

For more information about Tariq Khwaja, please call 312.379.8860 or email tk@blueleaflending.com.

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What the First Thing You Do After Work Says About You We all have our routines. From that morning cup of coffee to a jog at the gym, it’s common to establish touchstones for our daily lives.

But have you ever considered what these habits tell us about ourselves? Our actions reveal much about our motivations and emotional life, so taking a second look at your first move at the end of the day can be telling.

With that in mind, see how you fare when it comes to post-workday habits...

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Break a Sweat After a long day of work, is your first instinct to strap on your sneakers and take off on a run? Do you stop off at the local yoga studio for an extended stretch? Maybe you head to the weight room to pump some iron. Whatever your exercise pick, if you’re inclined to sweat it out at the end of a long day, you’re likely a routine-oriented profes-

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sional who internalizes work-related stress. Of course, you’ve chosen a healthy release for all that pent-up tension, and you’ve discovered the power of endorphins. Once work hours are over, not everyone finds the motivation to stay active. This means you’re driven by routine, conscious of your emotional and physical health, and prefer to leave your cares at the gym, rather than bring them into your home oasis. However, it’s important to give your body a rest now and again, as recuperation time is not only beneficial for physical health, but can help prevent burnout for the long haul.

Flexibility is a skill, and one just as important to cultivate as rigid commitment. If you find yourself out of sorts if you miss just one day of working out, you might want to pay some attention to your routines and motivations, and rebalance your commitments and fitness routine accordingly.

Round-the-Clock Hustle If you’re the type to bring work home with you, you aren’t alone. While your motivation to work nonstop is admirable, it’s also important to make the mental transition from workplace to home, establishing the time to hustle and the time to relax. Just like those that hit the gym without fail after a long day, sometimes you’ll need to practice saying no. If your work life is indistinguishable from your personal life, it’ll be hard to catch a break and recharge.

This means burnout, frayed nerves, and missed details will soon be on the horizon. Of course, round-the-clock hustle is a strength, too. You’re passionate about your work, care deeply about doing things right, and failure is not an option.

Just make sure that you establish some foundational boundaries so that you maintain an 22

appropriate, healthy balance between your time at work and your time at home with the loved ones and hobbies you cherish. If making way for downtime isn’t easy, try penciling it in the way you would a work engagement. Dinner with a friend, a date night with a significant other, or a solo movie fest can be readily added to your calendar, and thus built in to your regimented schedule.

Turn to Food If your first instinct after work is to eat, it can say a few different things about your routine.

Perhaps you’ve been so on-the-go all the day that you haven’t had time for lunch. In this case, you might need to regiment your schedule with more purpose aimed towards downtime and self-care; food is fuel, after all. If you head home and gorge after an average day, you may be turning to food as a way to relieve stress.

In this case, you may need to reassess some of your post-work habits and find a healthier balance and outlet for your tension. Taking a walk, grabbing fresh ingredients for dinner, hitting the gym, or decompressing by catching up with a friend or a good book—all are healthier, more balanced ways of executing the transition from the office to the home. Pay attention to your consumption post-work. Determine how hungry or satiated you really are before making a grab for the nearest sustenance.

People decompress in all different ways after getting home from the office, but always remember that routines are telling. Don’t take your daily actions and impulses for granted. Examine the root behind your well-worn practices, and you may detect nuances at play beneath the surface that can you help you recalibrate for the better.

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JOHN A. MANGLARDI JR. John Manglardi Jr. – Senior Vice President of Mortgage Lending for CrossCountry Mortgage’s The Manglardi Group in Chicago – is a hardworking, consummately dedicated professional who consistently places the needs of his clients and Realtor partners front and center during every transaction. Having built his business on a foundation of vast experience, honesty and integrity, John has earned his stellar reputation as a trusted financial advisor.

John officially began his career in the mortgage industry when he became licensed in 2014, though he has spent his entire life prior to that immersed in the business as the son of legendary national mortgage executive, John Manglardi Sr. “My dad has had nearly 20,000 employees working under him during the course of his thirty-five-year career,” says John.

“Even today, now that he’s retired, there are still $300-million-dollar producers coming to him for his advice.” John Jr., having grown up surrounded by family members working in all aspects of the real estate industry, did not initially wish to follow in his father’s footsteps, eyeing instead a career as a musician while still in college. “I was in the concert production business and the music industry, with a focus on fun and art,” recalls John. “But I changed my course in my mid 20s and decided to follow in the footsteps of my dad, the best mortgage professional and the overall best man I’ve ever known.”

Once his father retired, John and his staff joined CrossCountry Mortgage in 2019, where his business has continued to grow and thrive, and is based almost entirely upon referred and returning clients, a sure sign of the top-of-the-line customer service he is providing.

“I give every one of my clients the personal touch,”

says John, by way of explaining the trust and loyalty he inspires. “I stay very connected to them throughout the transaction. It’s about talking openly to my clients regarding their financial goals and learning what their needs are. I’m very clear, honest and transparent…at the end of the day, this is probably the biggest loan they will ever take out in their lives, so it’s important to be a trustworthy, honest, open and intelligent expert for them.”

John is proud of his association with CrossCountry Mortgage, and of the full spectrum of loan products they offer their clients. “Though we do pretty much everything in the residential mortgage space,” explains John, “we have built out a really great renovation loan division. I brand myself as the Renovation King of Chicago. Renovation loans are something I’ve spent a lot of time becoming a specialist at, and they’re great niche products with amazing financial benefits for our customers.”

John is also very civic minded, and he gives back to his community in a wide variety of ways, including his involvement with numerous charities and as a Board of Directors member for multiple real estate-centric organizations. When he’s not working, John enjoys nothing more than spending time with his wife and their young son. He also enjoys competitive BBQ’ing and playing a variety of instruments and music of all genres as a classically trained guitarist.

John’s plans for the future of his business include continued growth, adding additional staff to handle that growth, and above all – to continue providing his many grateful clients with the very best mortgage assistance available in all of Chicagoland.

For more information about John Manglardi Jr., please call 847-636-9397 or email Manglardi@myCCmortgage.com Top Agent Magazine

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TOM PAYNE Need a loan originator with a deep and wide understanding of real estate and mortgage lending? Tom Payne is it. With more than 40 years of experience in the industry, Tom knows how to find the best financial options for his clients. Tom started working in a commercial bank while still in college. He earned his way to branch manager of what was then the bank’s largest mortgage production office.

In the early 1990’s Tom opened his own mortgage broker company. Named after the street he grew up on, the company was licensed in five states and served thousands of clients over its 15 years. One of Tom’s one proudest accomplishments, however, is that he introduced two of his daughters to the business. Tom still finds teaching and mentoring enormously satisfying. In addition to his loan orgination role at Cardinal Financial Company, Tom also shares his years of accumulated wisdom teaching pre-licensing courses at Key Realty School.

Committed to helping clients understand all of their options and making financial decisions best fitted for their needs, Tom brings an attentive approach and a great amount of patience to each transaction. “It’s still a rush for me just meeting with the mortgage applicants and discussing the options that might be available to them. I take my time and ask a lot of questions in order to give them the best possible solution,” he says.

The hard work he puts in has paid off in many referrals, which make up the majority of his business. He also has close ties to a small group of

REALTOR® partners. “I have a select group of agents that I’m close with, and I do whatever I can to help them out, such as open houses, passing out flyers, and knocking on doors.

Forming mutually beneficial longterm relationships is key to success in this business,” he says.

Besides his passion to help clients, Tom is also very keen on helping those who are just starting in the industry. He believes his work as an instructor is helping create a generation of well-trained and ethical loan officers.

“I’m always looking to bring people into working in mortgages, and teach them the right way to do business. Many who come into this profession are really lost, and I do my best to mentor them and show that they can have a positive impact and make a big difference in people’s lives,” he says.

When he’s not busy working, Tom loves to travel.

He’s also an avid wine connoisseur, and likes to keep his palette guessing by experimenting with different flavors. And with five adult daughters, and seven grandchildren, he spends the rest of his time surrounded by family.

Going forward, Tom is putting together a team and working with a couple of incredible mortgage loan originators to continue giving his clients the best service. “We want to stay ahead of curve and embrace all the upcoming market and technological changes and advances. My biggest priority is to take care of my clients and bring them the best results.”

To learn more about Tom Payne, please call (725) 218–1857, email tom.payne@cardinalfinancial.com, or visit cardinalfinancial.com www.

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If it’s good for the soul,

IT’S GOOD FOR THE BUSINESS

Visibility, name recognition and knowing you’re supporting the community that makes your success possible are good reasons to take part in community service. But how is it that some people seem to be able to give time to charities while running their own businesses, managing their own families and households, exercising regularly, attending sporting events and concerts, eating well and sleeping seven or eight hours a night?

The truth is, not all agents are able to do everything so easily. But more important is the fact that no one needs to do everything all of the time. The trick is to make sure that, whatever you do holds meaning.

REALTORS® and mortgage professionals who seem the most gregarious in their community outreach are those whose giving seems to fill their own souls. When their Top Agent Magazine

volunteer efforts or donations directly impact causes they or their clients care deeply about, “giving back” becomes energizing.

Jason O’Quinn of Prime Lending in Dallas Texas, for instance, says that his family’s ongoing work building homes for some of the poorest families in Honduras fills him immeasurably. “It rejuvenates me,” he says.

“There’s quite a dichotomy between the houses we build there and the houses we finance here,” he says. “It refocuses me, going from financing $1 million homes in Dallas to physically laying cinderblock for $10,000 homes in Honduras. Everything has more meaning when we sacrificially give of our time, talent and treasure.”

The longtime “big picture” for Colorado REALTOR® and property manager, Linda

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Todd, for instance, has included giving back to the community, whether serving as a lead carpenter for Habitat for Humanity, making deliveries for Meals on Wheels, or pitching in for the sake of baseball. And through her lifelong passion for baseball, she harmoniously blended her personal interests, her work and her community service. For many years, she was so involved Little League the local league named a new field after her. “I cried for 3 days after they told me that!” She and her husband also started a scholarship fund for junior college baseball players and serve as a host family for the rookie league of the Colorado Rockies, putting up newly drafted players in their home.

For Florida REALTOR® and property manager, Mario Gonzalez, neither his business nor his primary community outreach would exist without the other. A retired U.S. Navy pilot, Mario formed his brokerage, Navy to Navy Homes, when he saw a need for military personnel to find affordable homes to purchase. “We got into it to help, but that led to a full-blown real estate business.” Besides providing opportunities for investment and homeownership, the company donates 35% of every commission to Homes for Heroes, veterans’ groups, or organizations benefiting fire, police, medical organizations, churches and homeless shelters. “We’re small, but we give so much back that we were the top Homes for Heroes company in Florida and

top-five nationwide.” But he does none of this for the attention. His friends may call him the “Humble Hero of Heroes,” but helping is Mario’s passion. “To be such a small business and be the top Homes for Heroes affiliate is mind boggling!”

Like Mario, for many, the best service takes place in simple and quiet ways. Illinois REALTOR®, Susie Scheuber, for example, takes a humble approach to giving back. Although she donates a portion of every commission check to the Children’s Miracle Network, she doesn’t discuss this with clients unless they happen to ask. “I do it because I want to and because, to me, giving back is the right thing to do when you’ve been fortunate in business and life,” says Susie.

We all know how inertia works; the more energized we get by certain behaviors, the more likely we are to continue those behaviors. For some top agents, community outreach has become such a natural routine of their daily lives that they never find it burdensome. A good way to add community service into your life, therefore, is through the causes that mean the most to you. For starters, consider giving a small donation after closing to the charity of your client’s choosing. Learning the different causes that they care about just might foster a new mission for you.

If you have a unique story to share about how your community outreach has impacted your life and your business or inspired others, click here for consideration in our magazines: www.topagentmagazine.com/nominate-a-real-estate-agent-to-be-featured 26

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JEANETTE RANGEL You could say Jeanette Rangel grew up in the mortgage business. Her family owned a prominent mortgage company in California, and Jeanette was invited to join their offices once she got out of high school. Though reluctant at first, she started out as a receptionist and proceeded to work her way up to Junior Processing, dabbling in escrow and office management along the way.

In time, she came to realize that she had a genuine passion for the industry— in particular for the ways in which it allowed her to help others. “Finally in 1997, I became a loan officer,” she says. “Since then, I haven’t looked back; I just love it.”

Today, Jeanette is a Loan Officer for Planet Home Lending, where she assists clients from the company’s branch in Las Vegas. There, she applies her extensive background in the mortgage industry to provide a range of services and products. On top of offering all the standard home loans, she also supports many down payment assistance programs and has extensive experience with VA loans. Alongside collaborating with Realtors, she also assists in refinances and helps emerging originators with their transition loans. But no matter what, she personalizes her workflow to the best interests of each client.

Moreover, Jeanette emphasizes the importance of openness and communication throughout the entire process. When starting out with a new client, she lays out any potential red flags that might arise over the course of their deal. “That way, we won’t have any surprises later on,” she says. “From there, I keep my clients in the loop the whole time to let them

know precisely what’s going on with their files.”

Through the years, Jeanette has earned a fantastic reputation in her region, as evidenced by her strong rate of repeat clients and referrals from Realtors, past clients and local builders. She is also tremendously influential within her professional sphere, having hosted courses for first time homebuyers and special functions for area Realtors. “This industry is incredibly dynamic,” she says. “There’s never a file that’s exactly the same, and there are always hurdles to overcome. But I truly enjoy the process of meeting new people and finding a way to address their needs.”

Outside her career, Jeanette enjoys getting active in her community. In the past, she has been a chairperson for her church’s Board of Human Care, and she currently serves on the board of her local Homeowners Association. Elsewhere, she volunteers at area women’s groups. When she’s not with clients or giving back, Jeanette can be found relaxing on the beach, traveling around the country in her RV or spending quality time with her beloved children.

Going forward, Jeanette has strong plans for her future.

As her volume continues to grow, she will be looking to build out her team in the coming months; however, she is being careful to also scale her high standards for service. “I put the outcome for my clients above everything,” she says. “This business is about providing a great customer experience and being there for your clients if anything goes awry. Above all, I want them to reach their goals—without any stress.”

To learn more about Jeanette Rangel, please call (702) 321-0326, email jrangel@planethomelending.com, or visit planethomelending.com www.

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JENNIFER RIVERS From a young age, Jennifer Rivers understood the importance of service. With her father having been a Colonel in the US Army and Special Forces and her mother being a celebrated special education teacher, Jennifer has always sought a career where she could help those in need. This eventually brought her to the lending industry, where she started out doing investments and deposits. Rather quickly, Jennifer took an interest in mortgages, and after making the switch in 2009, she knew she had found her true calling.

Today, Jennifer is a Loan Officer for Carolina Home Mortgage, where she supervises an elite team in its Fayetteville Office. There, she leans on her years of professional experience to navigate even the most challenging transaction. “Oftentimes, we can service people that other lenders can’t,” she says. “I will always embrace the opportunity to help people who have been turned down finally attain their dream home.”

When assisting a client, Jennifer offers a variety of options, including VA loans, along with FHA, USDA and Conventional loans. At Carolina Home Mortgage, she has no overlays, making it much easier to get her clients qualified. “Here, we also have no lender fees or origination fees,” she says. “A lot of times, our real estate agents feel like it’s too good to be true. But I do what I do out of honesty: I simply love getting people into their homes—especially if it’s a tough story.”

Jennifer is particularly passionate about assisting clients from military backgrounds. With her office located close to Fort Bragg, she is used to helping soldiers who serve outside the country and need to buy their

house sight unseen—even if that means setting her alarm for a 3 AM phone call.

“No matter who the client may be, I have my hands on their file from start to end,” she says. “Most of all, I want to attend all my closings, where I can be there to see each borrower get the keys to their new home.”

For her outstanding commitment to her clients, Jennifer has earned a tremendous reputation, with the majority of her volume coming from either repeat clients or referrals from Realtors. Moreover, she has recently been named Best Mortgage Lender at the Readers’ Choice Awards.

Outside her career, Jennifer is tremendously active within her community. Inspired by her mother, she enjoys volunteering around her local schools. Elsewhere, Jennifer has served on her Chamber of Commerce and hosted popular events, such as movie days or cocktail parties for her professional sphere. She also contributes to area animal shelters, Kid’s Peace and annual Realtor Rallies. When she’s not assisting clients or giving back, she can be found spending quality time with her family.

Going forward, Jennifer has strong plans for her business. In the months ahead, she will be growing her team while expanding her work with investors. But through it all, she remains focused on what matters most: “I want to help everybody, and I don’t want to tell anybody no. That’s why I’m driven to go way over and beyond to get my clients to the closing table.

It’s not about the numbers for me; I truly care about the borrower.”

To learn more about Jennifer Rivers, please call (910)309-7018, email Jennifer@carolinahomemortgage.com or visit CarolinaHomeMortgage.com www.

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When It’s Time for a Home Office

by Nancy Michaels

So, you’re tired of clearing your papers off the dining room table every time someone wants to eat (how dare they!). And you’re still recovering from the business call you were forced to take that time your 5-yearold pressed the phone into your hand just as you stepped from the shower (it’s amazing how professional one can sound while wrapped in a towel and dripping wet).

fairly easily for this purpose. Use bookcases, filing cabinets, plants, screens, even lighting to define your work space. It’s essential that you remain committed to your space as office space. Without this psychological distinction between home and work, the two areas of your life may slide into one another, causing you to lose focus, and thus, productivity.

Sounds like it’s time for a home Choose furnishings that are ergooffice. nomically correct, and which fit in with the decor of the rest of your Ideally, you’ll have a spare room to home. Lighting should come from turn into office space—preferably three sources: natural, ambient and one with a locking door. An extra direct. Give yourself enough storage bedroom, the basement, or attic can space to keep your work area all serve this purpose. If you don’t uncluttered. You may want to store have room for a dedicated office, your supplies in another part of the take a look around your house to see house, keeping just a week’s worth where you can carve yourself some in your office. And schedule a space. A closet, bedroom corner, weekly or biweekly cleanup where hallway alcove or even the area you go through your papers and files under a stairway can all be converted and either throw away or stow away Top Agent Magazine

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anything that is not essential to the event of a power failure. An daily operation of your business. uninterruptable power source supply is also a must for the home office.

Almost every business requires a This will keep your computer runcomputer system. Don’t skimp. You ning during a power outage until want something with enough speed you’re able to safely shut it down. and memory capacity to last into the future. A good-quality inkjet, or Another essential component of the preferably, a laser printer is also home office is telecommunications, essential. Investigate the all-in-one meaning telephone, fax and Internet printer, fax, copier and scanners. access. An account through an These may save you money as well Internet service provider or online as precious office space. I also service shouldn’t cost more than $20 recommend a computer backup per month and it will give you the system, which will protect the ability to send and receive e-mail. contents of your hard drive in the 30

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It’s essential that you remain committed to your space as office space.

You’ll probably want more than one answering” from your phone comphone line, three if you’re using one pany. It’s just a few dollars a month line for a fax and modem hookup. and sounds more professional than It’s wise to invest in a business line, an answering machine, and which which allows you to list your won’t break down while you’re on business name and number in the vacation. phone book and with directory assistance. To keep costs down, use A home office can either improve that line for incoming calls only. If productivity, or harm it. You may find you don’t want the expense of a yourself doing paperwork at 2 a.m. business line, but can do without a when you should be sleeping, or repeat of the shower scene, order flipping to General Hospital at 3 p.m. “distinct ring” service from your when you should be working. It’s phone company. This is a separate helpful to treat your home office as phone number which rings into your you would an outside office, complete home line, but sounds different from with “starting” and “quitting” times. your normal ring. This alerts you This will help you stay focused, and family members to incoming organized, and productive. And your business calls. If you’re dishing up family will appreciate having their dinner or washing the dog, you’ll dining room table back. know to let your answering machine, or better yet, your electronic voice Nancy Michaels, of Impression Impact, mail system, grab the call. If you’re works with companies that want to reach in the shower, hopefully your 5- the small business community and with small business owners who want to sell year-old will know to do the same. more products and services. Copyright©, You may also want to order “call Nancy Michaels. All rights reserved.

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JOHN SEVILLE Passion, hard work, and world-class client service—three traits that John Seville’s clients can always count on when working with him. John got his start in the mortgage industry 23 years ago, when he partnered up with a friend from college who was already in the business. His lengthy experience and knowledge make him the ideal financial consultant for clients who are looking to purchase a new home, or refinance their current home, and want to feel confident that they are going to get the best results. John currently works as the Branch Manager of Benchmark Mortgage, and serves clients throughout the Grand Rapids, MI and Charleston, SC areas.

With a majority of his business stemming from previous customers and referrals, John believes it’s his emphasis on forming long-term relationships and always delivering results that keeps clients coming back. “This business is absolutely built on relationships and taking care of people. You can certainly chase leads and get business that way, but I learned very early in my career that if you build relationships with good people, deliver top results, care and build trust, then opportunities will create themselves as a result of that,” he says.

Benchmark Mortgage offers a variety of lending options to choose from, such as conventional, VA, FHA, MSHDA, and USDA loans. John ensures that his clients are educated about their financing options and are able to choose a loan program that is best suited to their specific needs. “This job has an impact on people’s lives, and that impact can be positive or negative, depending on how we do and the advice we

provide, so it’s not something I take lightly. I enjoy evaluating each situation and making sure that I’m putting my clients in a program that meets their short and long term financial goals.”

John’s favorite part about working in mortgages is the ability to help people with the biggest purchasing decision one typically makes in their lives—especially first time buyers who are new to the process. “I like helping people at whatever stage of life they’re in. First time homebuyers are always enjoyable to work with due to their excitement about the home buying process. But I also like helping people get their second home or forever home, or refinancing their existing home and putting their families in a better financial situation. My general approach to any client is to treat them the way I would want to be treated.

If you stay focused on helping people, you’re oftentimes able to meet the goals that you set for yourself,” he says.

Outside of work John strives to be involved in his community. He and his team have frequently volunteered with Habitat for Humanity, Home Repair Services of Kent County and the Angel Tree program.

When he’s not working, he loves being out on the water, coaching his kids in their sports activities, and spending time with his family. Going forward John’s goal is to continue providing his clients with the best service possible and helping them achieve the American Dream of home ownership. “I’ve built my career on taking care of people, adding value to their life, and delivering on what I say, and I plan to stay focused on that.”

To learn more about John Seville, email jseville@benchmark.us, visit johnseville.com, or call him on his cell at (616) 581–0250 www.

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How to Cut Down on Digital Distractions

and Up Your Productivity As a real estate professional, staying tethered to your phone and computer are likely par for the course. When your office is on-the-go and you’re fielding round-the-clock questions from clients, it’s only natural that you’ll be drawn to your phone for professional updates. From refreshing your inbox and engaging with clients on social media, to drafting email blasts and coordinating with colleagues by text message— Top Agent Magazine

it can feel impossible to untangle yourself from the worldwide web.

As a professional, you may not be able to withdraw from the digital world completely, but there are a few techniques you can use to limit your extraneous digital distractions and streamline the time you spend online. After all, it’s entirely common to faithfully begin one task and then

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get unexpectedly drawn down the digital rabbit hole. To save yourself time and virtual burnout, here are a few ways to unplug, recharge, and make the most of your time online and off.

Focus on one digital task at a time.

While multi-tasking may seem like a sound approach to productivity, this method usually results in surface-level progress across a few tasks, rather than reaching the finish line on any.

Instead of opening multiple tabs and trying to do it all at once, hone in on one digital task at a time. Have emails to return? Allocate an hour to work exclusively on this to-do list item. Need to post a new blog entry? Pencil in a dedicated half hour. If you focus on one task a time and exclusively devote your energy and productivity to it for a set period, you’ll make a far bigger dent in your list of duties for the day.

Give yourself a curfew.

In the real estate business, the hours may seem never-ending, but if you don’t want to slow your productivity with fatigue, you’ve got to set some boundaries. Try setting up a digital curfew for yourself and put your phone away after a certain hour. Devote an hour or two before bedtime to time away from your computer and your phone—read a book, prep your lunch for the next day, or try a round of mindful meditation. Carve out space and time to disconnect from your technology and stick to the habit. By morning, you’ll be refreshed and ready to dive back in.

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Mute social media notifications and create dedicated check-in times instead.

Instead of taking a reactionary approach to social media—waiting for the dings and pings that lure you back to your screen—try muting some of your social media alerts and instead dedicate three timed windows per day to check-in on your timelines and engagement. If you’re constantly interrupted at unexpected intervals when someone likes a post or leaves a comment, your whole workflow can be derailed. Instead, unchain yourself from the instant gratification of responding to every buzz and beep your phone emits. Systematize your professional social media life and you’ll stay organized and on task.

Keep your inbox organized.

While it may take some time and effort to create a sorting system for your email inbox, it can go a long way to limiting distractions and stress. Create folders and an organizational flow and every communication will have a place and a priority.

That way, when you open up your inbox and have to go digging for old emails or exchanges with past clients, you won’t have to waste time sorting or feel overwhelmed by the clutter. If everything has its place, you’ll have an unobstructed, streamlined canvass to conduct business from.

Digital distractions don’t have to derail your day or sap your productivity. Email, internet, social media—all are tools to be commanded. With the right planning, understanding, and consistent execution, you’ll be able to wield the power of each without the downside of distraction.

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REBECCA UFKES On an average day, you can find Rebecca Ufkes bringing her beloved golden retrievers to work with her. This is the perfect embodiment of her calm, friendly and outgoing approach to the mortgage industry. In 2001, Rebecca started out working for a title company in Saugatuck, where she had the opportunity to build an extensive sphere of lenders, real estate agents and builders. During that time, she came to take an interest in becoming a loan officer and decided to pursue the career after shadowing a colleague. In her rookie year alone, she would win the Million Dollar Brain award at her first company. “My true love has always been loan origination,” she says. “I get to spend one part of my day working with numbers and making calculations, and the other helping clients; it’s the perfect mix.”

Today, Rebecca is a Mortgage Loan Officer for the Lake Michigan Credit Union, where she services clients all throughout West Michigan. Offering a unique specialization in construction loans, she also applies her years of professional experience to handle purchases of all kinds.

When assisting her clients, Rebecca provides a wide array of products, ranging from FHA to Conventional loans, as well as portfolio loans for doctors or home construction. But through it all, she most values putting her clients first and selecting the right option based on their needs and best interests. “In this business, it’s crucial to develop a personal relationship and be human with your clients,” she says. “My goal is to streamline the process for them—all the way to the closing table.”

Moreover, Rebecca stays in contact with her clients and partners well after the deals are done, keeping in touch through phone calls, pop-bys and even the occasional gift. Across her fifteen years in the industry, she has earned a strong reputation as a trustworthy and reliable lender, as evidenced by her strong rate of repeat clients and referrals from Realtors. And the key to her success?

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“I believe that being available and being kind matters most. By remaining patient throughout the purchase, I can be a source of joy for all my clients.”

Outside her career, Rebecca is tremendously active within her community.

Currently, she serves on her local Home Builders Association; meanwhile, she has been a frequent volunteer for the Parade of Homes, area hospice centers and the Saugatuck Center for the Arts. When she’s not with clients or giving back, Rebecca, a yoga teacher in training, enjoys traveling around the world to countries like Guatemala or India, relaxing on the beach or enjoying a glass of wine with friends.

Going forward, Rebecca has a strong plan for her business. As she continues to focus more on new construction, she is looking to perhaps establish a partnership with a local real estate group. But she is equally satisfied with the fulfilling career and lifestyle she has established in the community she loves. “The experience of buying a new home is so beautiful,” she says. “My clients are establishing a whole new foundation for their lives. As their originator, I want to discuss everything up front and take on any challenges so their entire process can be happy and stress-free.”

To learn more about Rebecca Ufkes please call (616) 212-3083, email rebecca.ufkes@lmcu.org, or visit lmcu.org/rebeccaufkes www.

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