Celebrating The 2023 Mortgage Lending Women Of Inspiration

Chelsea Balak

VP of Operations
wemlo
Boca Raton, Fla.

What factors impact a woman’s ability to lead others?
Things that can hinder the ability to lead can include second-guessing yourself or your skills. If you don’t have confidence in yourself, it will be difficult to gain the trust of your employees and colleagues. Prepare, be confident in your ability, and don’t be afraid to fail. Finally, just remember that you CAN have it all. You can be a great mom and partner while having a flourishing career.

What advice would you give to those just getting started in the mortgage industry?
Always say yes when an opportunity to learn presents itself. To succeed in the mortgage industry, you must have a hunger for learning and the ability to evolve quickly. Step out of your comfort zone and explore different roles, find what you do and don’t like, then figure out how that fits within your professional goals.

What’s changed for you the most since you joined the mortgage industry?
When I entered the field, someone would have to mentor you because training resources were slim to none. Educational opportunities and resources available to newcomers and veterans alike have increased exponentially.

What significant changes would you like to see from the mortgage industry in 2023?
Looking forward to seeing continued growth of the wholesale brokerage channel. Wholesale offers a marketplace of rates allowing consumers to pick a loan that best fits their needs all while working with a mortgage expert in their community.

What has been your biggest accomplishment as a mortgage professional?
I am proud of the work I’ve done building a business (wemlo) that empowers loan processors with education and fosters a culture of collaboration. Since I joined wemlo in 2019, the company has experienced 164% growth in full-time staff.

Laura Brandao

Chief Growth Officer/Partner
EPM
North Arlington, N.J.

What factors impact a woman’s ability to lead others?
The ability to lead starts with your understanding of knowing who you are, awareness of your gifts, and your abilities that you share with others. Once you understand yourself, your strengths, and your weaknesses, you are better able to recognize how you can improve in order to be an effective leader. To be a confident leader, one needs first to be confident in herself.

What advice would you give to those just getting started in the mortgage industry?
Listen, be curious, and ask a lot of questions. Network and meet as many people as you can, both veterans and newbies. There’s always an opportunity to learn from others. Make honing your skills and gaining more knowledge part of your daily routine by attending webinars, conferences, and masterminds.

What’s changed for you the most since you joined the mortgage industry?
When I started, very few women were in leadership. Happily, this is no longer the case. I’m seeing more women leaders, more communities and organizations within our industry that support women to feel comfortable and gain in their knowledge and confidence.

What significant changes would you like to see from the mortgage industry in 2023?
Continue to be more transparent by being open and honest with the struggles and the challenges we are facing in this ever-changing market. Being transparent fosters growth and learning from each other.

What has been your biggest accomplishment as a mortgage professional?
It’s honestly realizing the positive impact I have made so far. I’ve had the benefit of actually hearing the stories and watching people’s lives change because of something we did together. It is a joyous, humbling feeling that radiates deep within my being.

Kristin Broadley

Chief Innovation Officer
QC Ally
Detroit, Mich.

What factors impact a woman’s ability to lead others?
Leadership is vision, empathy, and care. Being the inspiration, setting the course, driving execution, sharing knowledge, growing skill sets and supporting the teams are all factors that impact outcomes.

What advice would you give to those just getting started in the mortgage industry?
Welcome! We are a tight-knit family, so once you’re in, you’re IN! The ups and downs can feel tumultuous, but everything is cyclical. See the slower times as an opportunity to discover areas for improvement.
For women specifically, the face of the industry is shifting, and you can expect more women in leadership roles. Find mentors early. Listen, learn, and grow.

Hear from the Women of Inspiration on 'The Interest'

What’s changed for you the most since you joined the mortgage industry?
I joined the industry pre-Great Recession, so nearly everything has changed since then. I am proud to have been a part of helping the industry find its footing again while doing so in a more responsible, sustainable manner.

What significant changes would you like to see from the mortgage industry in 2023?
I would like to see lenders refocus on their quality control operations. Take this time to uncover their risk tolerance, so that they can be certain that their tech, processes, and people are manufacturing loans that do not breach that tolerance.

What has been your biggest accomplishment as a mortgage professional?
There’s a laundry list of projects and things that I’ve helped to bring to life that has been impactful. But when I reflect on my biggest accomplishments, it’s the individuals with whom I’ve worked, the folks that I’ve mentored, the individuals who have mentored me that come to mind. All have helped me grow as a mortgage professional, a leader, and a human.

Cheri Caudillo-Kluft

SVP, National Sales, Boston National Title Agency LLC
President, BNT Title Co. of CA
Irvine, Calif.

What factors impact a woman’s ability to lead others?
Time management is particularly important. Successful leaders have to learn balance and prioritize relationship building, especially when business gets tough. Nurturing an atmosphere where people celebrate and inspire one another’s best thinking is a leader’s No. 1 job. Women should seek out companies known for embracing great leaders, whatever their gender.

What advice would you give to those just getting started in the mortgage industry?
Consult successful professionals on how they have advanced. Learn from their wins and losses. Don’t be afraid to admit what you don’t know, and ask many questions. Build on your core strengths. Take what you learn and make it your own.

What’s changed for you the most since you joined the mortgage industry?
The more the mortgage industry changes, the more it remains the same. The industry’s economic cycle is W-shaped. What I’ve learned is that you can never take partner relationships for granted. It’s a joy to rise with your whole network and to lift people up when times are tough. When business is down, though, you can’t let your ambition be clouded.

What significant changes would you like to see from the mortgage industry in 2023?
That a new age of equilibrium and balance is ushered in after the dizzying changes of the past few years.

What has been your biggest accomplishment as a mortgage professional?
It gives me a wonderful feeling to help people obtain the American Dream of home ownership. I know how amazing that feeling is from the other side. I come from a hard-working family of modest means; we were always renters, and it was a watershed to buy my first home.

Tai Christensen

Co-Founder and Chief Diversity & Public Relations Officer
Arrive Home
Eagle Mountain, Utah

What factors impact a woman’s ability to lead others?
Among the factors that can have an impact are: Being underestimated or overlooked because of gender bias; difficulty in finding mentors and sponsors because of the lack of representation in leadership roles; being perceived as less competent or less suited for leadership roles; the challenges of finding a good work-life balance; and possibly struggling with confidence, particularly in male-dominated industries;

What advice would you give to those just getting started in the mortgage industry?
The best advice I received when entering the industry is to build in daily hardstops to leave your desk and take a break. Building in hardstops forces me to walk away from my proverbial desk, take some deep breaths and recenter myself.

What’s changed for you the most since you joined the mortgage industry?
The dynamic shift in the number of women working within our industry. Changes in societal expectations and an increased focus on diversity and inclusion within our industry has helped to drive more women into the housing industry at large.

What significant changes would you like to see from the mortgage industry in 2023?
I would love to see a significant increase in the diversity of individuals working within our industry. Diversity within the mortgage industry can help to improve access to credit and homeownership for people of color.

What has been your biggest accomplishment as a mortgage professional?
Being a co-founder of Arrive Home is my greatest accomplishment as a mortgage professional. My fellow co-founders and I pooled a combined 80 years of experience in the mortgage industry and created a company that is focused on expanding homeownership to minority and underserved communities in a meaningful and innovative way.

Twyla Hankins

EVP of Operations
American Financial Network, Inc.
Brea, Calif.

What factors impact a woman’s ability to lead others?
Women can bring a refreshing dynamic and unique perspective to the leadership team. Any leadership body is arguably stronger and more effective when it benefits from varied experiences and perspectives. Being recognized and treated as an equal, and being respected as a leader, women can bring a lot of value to a leadership team.

What advice would you give to those just getting started in the mortgage industry?
Invest time in learning the business, ask questions and find a mentor that you respect. But incorporating work/life balance into your routine may be my most important advice. Yes, dedicate yourself to your career and your company, but know that you can only dedicate 100% of your best self to your work if you are reserving time each day for yourself.

What’s changed for you the most since you joined the mortgage industry?
How I view work/life balance. This business can demand very long hours and claim the majority of your waking hours indefinitely if you let it. It is important to make time for yourself to enjoy life outside of work.

What significant changes would you like to see from the mortgage industry in 2023?
To continue down the path of the high-tech mortgage. The homebuyer experience can be greatly enhanced if everyone embraces the technology. Take the drudgery and long wait times out of the process.

What has been your biggest accomplishment as a mortgage professional?
Joining the executive leadership team. I am not referring to earning a title, I mean becoming an executive leader and all that it entails. One of the most treasured benefits is the ability to introduce the industry and its opportunities to others.

Jennifer Henry

Managing Director, Government Credit, Housing Strategy & Capital Markets
Equifax
Wayne, Pa.

What factors impact a woman’s ability to lead others?
One of the biggest issues that women face is the lack of female role models. This can make it difficult to advance their careers and achieve their goals. Women naturally possess qualities that make successful leaders, such as empathy. Women are inherently relationship builders, both with colleagues and customers.

What advice would you give to those just getting started in the mortgage industry?
Women need to embrace their strengths such as self-awareness, emotional intelligence, empathy, and a stronger ability to multitask. Young women should know that our industry is dynamic and ripe with opportunity. Nothing is impossible and every opportunity should be seized.

What’s changed for you the most since you joined the mortgage industry?
One of the biggest changes is technology’s role in driving operational efficiencies and access to data. Automation is helping decisions be delivered more quickly, better assessing risk as well as supporting the customer experience.

What significant changes would you like to see from the mortgage industry in 2023?
The social climate in the country has put more focus on providing greater access to homeownership to minority and underserved borrowers and building up underserved communities. I would like to see continued advancements in technology that further unlock insights that can help underserved borrowers.

What has been your biggest accomplishment as a mortgage professional?
One thing I am most proud of is my role in enhancing Equifax’s ability to help provide access to customer insights that fuel the mortgage process. I helped in developing solutions that empower lenders with the data and analytics they need to combat issues ranging from mitigating delinquency risk and identifying portfolio retention strategies to increasing operational efficiencies with non-performing loans.

Tracy Huber

Director, Product Management, Mortgage
Equifax Workforce Solutions
Saint Louis, Missouri

What factors impact a woman’s ability to lead others?
Confidence and sponsorship work hand-in-hand to impact a woman’s ability to lead and advance into leadership positions.You need to have the confidence to step out of your comfort zone because that’s where growth happens. Stepping out of my comfort zone to learn software development was a major career shift, but it opened many opportunities in the mortgage industry.

What advice would you give to those just getting started in the mortgage industry?
Join a business networking group. Networking will force you to be more disciplined about your business. Networking builds confidence, helps you find mentors and sponsors, and most importantly, helps you find your voice and grow as a professional.

What’s changed for you the most since you joined the mortgage industry?
My knowledge level has changed the most. I have been able to implement good financial practices in my own life using personal financial discipline and wealth-building strategies that I learned on the job.

What significant changes would you like to see from the mortgage industry in 2023?
We have been inundated with investors who are competing with individuals looking to purchase homes for their primary residence. This has been a contributing factor to the current housing inventory crisis.

What has been your biggest accomplishment as a mortgage professional?
To date, winning the hackathon at Equifax.I had never convinced a group of senior developers to take on a new mortgage product idea, let alone compete and present the concept across the company globally and endure a question-and-answer session with senior leadership. Taking on the hackathon as a stretch goal enabled me to find my voice and speak as a mortgage professional to a big company.

Jessica Lampman

Wholesale Account Executive
First National Bank of America
Portland, Mich.

What factors impact a woman’s ability to lead others?
Confidence is a key factor. Having confidence in your abilities and your knowledge of the industry plays a big role. We all have times when our confidence may waver. Keeping faith in yourself will push you along to continue to grow and influence growth in others. Staying persistent through difficult times is important.

What advice would you give to those just getting started in the mortgage industry?
Ask questions. FNBA was my first mortgage industry position. Asking questions and connecting with people who are willing to mentor you will help you succeed.

What’s changed for you the most since you joined the mortgage industry?
My outlook has changed. When first starting in this industry, I was not sure how long I would stay in it. It was just a job for me. However, the longer I stayed, the more I found that I really enjoyed it and wanted to make it into a career. The opportunity to help people navigate the mortgage process has been awesome to be a part of.

What significant changes would you like to see from the mortgage industry in 2023?
I would like to see the industry attract younger people. The average age of a loan officer is growing older, and we need to attract younger professionals to help serve the growing population of homeowners.

What has been your biggest accomplishment as a mortgage professional?
A big accomplishment has been continuously meeting the production goals set by the company and meeting the personal production goals I set for myself. Beyond the production goals, my biggest accomplishment is gaining the trust and respect of my partners, which is something I work hard at each day.

Pamela Marsh

Senior Managing Director and Treasurer
Pennymac
Westlake Village, Calif.

What factors impact a woman’s ability to lead others?
No matter the gender, an exceptional leader possesses qualities that set an example. Great leaders demonstrate respect for their company, position, peers, subordinates, and customers. Being transparent and setting expectations on an individual basis with the people you work with extracts the best performance out of others and earns their confidence.

What advice would you give to those just getting started in the mortgage industry?
It can provide an incredible career for those that are interested in digging in and learning the details, as it is a fast-paced, competitive business. Find a mentor that you respect, ask questions, and do the work required, and it will be rewarding.

What’s changed for you the most since you joined the mortgage industry?
It has transitioned from a business within the banking industry to a business dominated by independent, entrepreneurial participants. The industry has undergone significant technological advancements that have improved scalability and operational performance

What significant changes would you like to see from the mortgage industry in 2023?
It is important that the industry continues to diversify the mortgage space with more women and equal opportunities for all. Providing an environment that encourages, supports, develops, and empowers women and minorities to reach their full potential on a daily basis is an important commitment.

What has been your biggest accomplishment as a mortgage professional?
I was fortunate to have the opportunity to be treasurer of Pennymac in its early stages. It has been extremely rewarding to look back and see how we worked together as a leadership team to build the company into the strong industry leader we are today, with a rock-solid foundation to support future growth for many years to come.

Stacy Mestayer

Chief Legal Officer, General Counsel
Voxtur Analytics
Southlake, Texas

What factors impact a woman’s ability to lead others?
Women often (unjustifiably) have more to prove than their male counterparts. I’ve found power in patience. I try to listen more than I talk, which helps me to better understand others so that I can more effectively collaborate and manage.

What advice would you give to those just getting started in the mortgage industry?
Listen, learn, and provide value wherever you can. You can learn most of what you need to know in any setting by listening more than you talk.

What’s changed for you the most since you joined the mortgage industry?
I’ve found the most interesting opportunities to be at the intersection of traditionally manual business processes and technology. I started by building a court data-driven decisioning engine for mortgage servicers and traders, which remains the only solution of its kind on the market. I can contribute to the strategic direction of the company, which has opened my eyes to the opportunities for better technology in mortgage to impact the lives of consumers.

What significant changes would you like to see from the mortgage industry in 2023?
Incorporating more targeted data analytics to drive automation and digitization creates efficiencies that directly reduce costs. As an industry, we have to commit to passing those savings on to the consumer. This is the first step to creating truly transformative change.

What has been your biggest accomplishment as a mortgage professional?
In early 2020, I began spearheading an initiative to build an alternative to title insurance. In April 2022, Fannie Mae released updates to their selling guide approving use of this alternative product. Anyone in the mortgage industry can attest to the Herculean feat that is changing a Fannie Mae guideline.

Laird Nossuli

CEO
iEmergent
Urbandale, Iowa

What factors impact a woman’s ability to lead others?
Women must be especially confident in their abilities and qualifications to be effective leaders — particularly those working in the many organizations where men outnumber women. It is critical that all leaders get to know the people they lead. That is why the best leaders strive to listen just as much as they speak, if not more.

What advice would you give to those just getting started in the mortgage industry?
Relationships are everything in mortgage lending. Entry-level professionals should seek support from others who have experience in their roles. Find a mentor who will help you hone your skills, find your passion, and guide you as you follow that passion.

What’s changed for you the most since you joined the mortgage industry?
The biggest change is a stronger institutional push for inclusivity and diversity in home lending. Government leaders and institutions are leading an unprecedented movement to expand affordable housing and close the racial homeownership gap.

What significant changes would you like to see from the mortgage industry in 2023?
I want to see lenders take more concrete steps to extend affordable housing access to low-to-moderate income and minority consumers. My hope is that more financial institutions will develop affordable housing initiatives that will uplift these historically underserved borrowers.

What has been your biggest accomplishment as a mortgage professional?
Since taking the reins as iEmergent CEO, I have had the opportunity to build on my father Dennis Hedlund’s legacy as founder and create a firm that helps lenders accurately forecast diverse homebuyer opportunities with zoomed-in market data. I was even able to manage our company’s growth while starting my own family, which my fellow mothers in the industry will tell you is no easy task.

Kristi Pickering

President
Academy Mortgage Corporation
Draper, Utah

What factors impact a woman’s ability to lead others?
Two of the biggest factors are influence and impact. Being a positive influence can help strengthen connections, lift others, and encourage growth. We can make an impact by finding ways to help others become the best version of themselves. It’s so important to invest in your people to help them achieve their potential.

What advice would you give to those just getting started in the mortgage industry?
Always keep a positive mindset. We are in a cyclical industry, and you will experience many highs and lows, but as long as you have a positive mindset, you can overcome any obstacle. Absorb all the industry knowledge you can and continually learn from your mentors and peers. Most importantly, remember to be patient and kind to yourself as you learn and grow.

What’s changed for you the most since you joined the mortgage industry?
Technology has changed tremendously. Today, we have AI technology, automation, and other advanced technologies that streamline the way we do business. It has allowed us to gain greater efficiencies and create a far better experience for our loan officers, operations team, customers, and partners.

What significant changes would you like to see from the mortgage industry in 2023?
I would like to see more options that provide greater affordability for first-time homebuyers. I would also like to see new home builds that are not overpriced.

What has been your biggest accomplishment as a mortgage professional?
My biggest accomplishment has been helping people to grow and become their best self. I love encouraging and supporting others to stretch beyond their limits to achieve their potential. Many times, people accomplish things they never thought possible, and the joy this brings me is indescribable.

Cristen Talbert

Chief Process Officer
Gold Star Mortgage Financial Group, Corp.
Ann Arbor. Mich.

What factors impact a woman’s ability to lead others?
A woman’s ability to lead can be impacted by positive and negative factors. Strong female leaders need to find a balance between confidence and compassion in their decision-making ability. The ability to lead isn’t just assumed when you are a woman, even with equal education and experience. Most women fight their way to the top.

What advice would you give to those just getting started in the mortgage industry?
Be tenacious. Get your arms around every part of the manufacturing process of a mortgage life cycle. Proving your worth will become your best asset, and with knowledge comes power. Seek out a female leader to mentor you.

What’s changed for you the most since you joined the mortgage industry?
Technology. In the early ‘90s, the 1003 loan application was a carbon document in triplicate. Technology is the main reason my company was able to pivot easily during COVID and maintain turn times with little interruption.

What significant changes would you like to see from the mortgage industry in 2023?
More women in senior and executive level leadership roles. It is especially important to have leaders who have experience prior to the mortgage crisis in 2007 because we have wisdom about this industry and the ebbs and flows that cannot be taught.

What has been your biggest accomplishment as a mortgage professional?
The development and mentorship to my team. Despite large signing bonuses and over-inflated salaries being thrown at people during COVID, none of my team left. It was my servant leadership style and open communication about what was sure to come that helped protect them and their careers. We continue to grow despite our competition falling apart.

Poonkuzhali (Jennifer) Vallinayagam

Chief Operating Officer
Sun West Mortgage Company, Inc.
Buena Park, Calif.

What factors impact a woman’s ability to lead others?
Women need to be confident in their abilities. To be a strong leader, we must be proud of who we are and what we have achieved. Many women feel like imposters and fear they’ll be exposed. Be who you are and own your achievements. When people see a strong, confident, and happy leader, people will follow, regardless of gender.

What advice would you give to those just getting started in the mortgage industry?
1. Be yourself.
2. Be patient and listen to everything your customer has to say.
3. Don’t be afraid to ask questions.
4. Put yourself in the borrower’s shoes every time you work with them.
5. Be content and happy with whatever you are doing.

What’s changed for you the most since you joined the mortgage industry?
Technology and the way we utilize it. Everything is digitized, closing is fast, and borrowers are able to sign digitally. Sun West’s introduction of artificial intelligence software and empathetic technology has enabled us to provide reliable, consistent, and fast service to our customers.

What significant changes would you like to see from the mortgage industry in 2023?
The mortgage industry has a way to go in terms of equal customer service. It is easy to lend to customers with high net worth and income, but more lenders need to reach borrowers with bad credit or financial mishaps and guide them through the homebuying process.

What has been your biggest accomplishment as a mortgage professional?
Being able to deliver consistent, reliable, and fast service to all customers regardless of gender, race, life events, and financial status. We have been able to achieve equality in customer service through our technology.

Telle VanTrojen

COO/Partner
Geneva Financial
Chandler, Ariz.

What factors impact a woman’s ability to lead others?
Bias, discrimination, and outdated stereotypes relating to women in leadership still exist in our industry and can impact a woman’s ability to lead others. At Geneva we are interrupters. We value, encourage, and uplift our female employees and have one of the highest ratios of female-to-male originators in the industry. Our executive team is composed primarily of female and LGBTQ professionals of varying racial identities. Our top producing branches are led by women. Our culture encourages diversity, understanding, and celebrating heritage.

What advice would you give to those just getting started in the mortgage industry?
Jump in with both feet and hit the ground running. Be loud, be proud, and don’t ever dull your shine to please anyone else. Don’t worry about how you compare to others. Hard work, determination, and passion will take you further than a negative mindset ever will.

What’s changed for you the most since you joined the mortgage industry?
The number of females in leadership and management positions. We are dominating right now, pioneering a new vision that is appealing to borrowers. These women are growing bigger, learning faster, and closing more loans than ever before.

What significant changes would you like to see from the mortgage industry in 2023?
To see the industry become more proactive than reactive to the rate environment. Preparedness for an industry that often swings back and forth in drastic measures would ease stress on operations, sales staff, and the industry.

What has been your biggest accomplishment as a mortgage professional?
Being an integral part of developing a company that is known nationwide for its culture of humanity and kindness to one another. So many trials and tribulations, and I am still standing.

Serene Vernon

President
LoanStream Mortgage
Irvine, Calif.

What factors impact a woman’s ability to lead others?
I don’t believe there is anything gender specific about being a great leader. A variety of factors impact the ability to lead others, including empathy, strength, commitment, and, above all else, ability to lead by example.

What advice would you give to those just getting started in the mortgage industry?
Create stability in your resume/profile. Everyone knows the mortgage banking business is cyclical. I see too many women jump around when enticed with the next salary/benefit package, rather than speak with their current employer about their needs. I always tell each employee leaving for this reason that the salary sounds great, but what if you only get it for a couple of months before getting laid off? I have seen far too many women with these stories. The last hired are going to be the first laid off. When employers choose who to hire, it’s likely going to be the resumes that showed past dedication and tenure. Be that long-term company employee, and your employer will return the same respect. When it comes time for layoffs, you will still be employed.

What’s changed for you the most since you joined the mortgage industry?
Oddly enough, I’ve never been in any industry other than mortgage. I entered the industry at 18, while putting myself through college. For me, mortgage had a unique way of using all of my skills, keeping me wildly challenged, and giving me a runway for growth without any ceiling.

What has been your biggest accomplishment as a mortgage professional?
Being able to mentor others. It is extremely fulfilling to give someone their first job in the industry, then see them years later leading their own teams or entire platforms.