LaDonna Lockard:

I am beyond excited to sit down today with Jeana Lanktree. If you don’t know Jeana, you are seriously missing out. She’s a compliance wizard, a company launcher, and truly one of the sharpest minds in our industry. Jeana, you’ve got disasters on your mind today—what’s driving that?

Jeana Lanktree:

Well, LaDonna, it seems like everyone’s having one kind of disaster or another these days, doesn’t it? But seriously, natural disasters are becoming way too common, and if we, as an industry, don’t get ahead of them, we’re not doing our job. More than just selling loans, it’s about being a neighbor and showing up for clients before, during, and after chaos hits. It’s the little things, like picking up the phone when you know a storm is coming their way. Check in, help them review their insurance coverage, and offer practical advice—those are the moments where you prove you’re more than just a lender.

LaDonna: That is so true. It’s about relationships, not just transactions. So when disaster actually strikes, what’s step one for an MLO to guide clients?

Jeana: First and foremost—tell them to take pictures! Timestamp everything. It’s simple but crucial. Then, they should call their insurance company and file a claim. After that, it’s time to contact their mortgage lender. Here’s what many don’t realize: lenders can offer forbearance or 90-day grace periods through their servicers. But you can’t access that help if no one knows you’re affected. Your job as a lender is to educate clients before they’re knee-deep in trouble. And yes, even if their house is washed away or burned down, they still need to pay their mortgage. That’s a hard pill to swallow, but one we can soften with the right support and foresight.

LaDonna: That’s a tough conversation to have, but it makes all the difference. How can MLOs go above and beyond during these moments of crisis?

Jeana: You have to show up with a plan. A lot of state and federal resources are out there, but people don’t know what to look for when they’re in crisis. Give them practical tips, like how to use their phone as a satellite in emergencies or where to find FEMA grants and SBA recovery funds. This isn’t rocket science, but it requires digging and sharing what you find. When you help clients navigate their options—whether they want to rebuild, relocate, or repair—you’re more than their lender. You’re their advocate, their lifeline in a way.

LaDonna: I love how you make this sound so approachable. These aren’t just “disaster protocols”—this is human connection at its core. But I’m curious, where do brokers fit into this equation?

Jeana: It’s a bit of a team dance, LaDonna. We all have to be hunters and gatherers in this industry—waiting around for someone else to serve up information just doesn’t cut it. Great brokers get this. They dig in, share resources, and make sure their teams are prepared. But every originator also has a responsibility to stay informed. Proactivity is the name of the game. If you’re sitting around waiting for someone else to save the day, you’ll miss the chance to be that go-to expert clients can count on.

LaDonna: That’s spot on. It’s all about being ready and stepping up when it matters. And after the disaster, what’s next for clients who have to recover and rebuild?

Jeana: Recovery is tricky—it’s where the real work starts. Some clients will rebuild, others may move on, but their credit and finances need protection along the way. As lenders, you must know the overlays, the programs available, and how each client can get back on their feet. Communicate with your lending partners. Know what options are on the table. From FEMA grants to SBA emergency recovery funds, there’s more support out there than people think. The key is getting ahead of it so you can guide clients smoothly through what might be the toughest moment of their lives.

LaDonna: Jeana, your insight is gold. This is the kind of practical advice that makes all the difference—not just for loans but for lives. Thank you for sharing and for reminding us what it means to really be there for clients. I can’t wait for part two of this conversation!

Jeana: Thank you, LaDonna. It’s been a pleasure. I’m looking forward to digging even deeper and giving our MLOs even more tools to step up when it truly counts. See you soon!

Watch Maximum Conversations In Minimal Time with LaDonna Lockard, exclusively for National Mortgage Professional.