The Women Who Rise Above

Viviana Abarca

EVP, Lending Operations, loanDepot

Viviana Abarca is dedicated to superior customer service and efficiently producing top-quality mortgage loans. Her efforts are always in service of the company’s employees and customers, carrying implications that hold promise to propel the entire industry forward.

Viviana's journey began as an underwriter at Countrywide in 2004. This eventually led to her recruitment by loanDepot in 2013. Over the past 11 years, she has risen through the ranks to lead front-end operations across three divisions. 

Her always-collaborative approach recently brought together her team with departments across the company to drive forward the execution and launch of loanDepot’s melloNow underwriting engine, which delivers a conditional loan approval to customers in minutes by utilizing a fully digital verification process. 

Viviana understands that technology is only as effective as the people behind it. Serving as a motivator and mentor to her team, she instills a sense of purpose and meaning in their work by emphasizing the importance of their role in helping customers achieve homeownership and financial goals, fostering a culture of dedication and fulfillment. 

What makes Viviana a Mortgage Star?

As a true leader who has risen through the ranks in an otherwise male-dominated industry, Viviana always leads by example. She sees it as her duty to shape and grow the next generation of great female leaders in the industry — empowering young women by showing they can be smart, strong, and independent.

Viviana's exceptional leadership and dedication to positive change make her a standout figure in the industry. She shines as a Mortgage Star and paves the way for others to follow suit.

Kaye Chapman

Processing Manager, A&D Mortgage LLC

How do you approach building and maintaining relationships with clients and colleagues?

I am a bit old-fashioned in this way; I still like to mail thank you notes and birthday cards. I like to do little things that make people feel special. In our “online” world today sometimes achieving personal relationships is a bit harder. Currently I have employees in all parts of the world, so it could be harder. I try always to take time for each of them individually. Try to learn about something important to them, how I can encourage and uplift them aside from work. With clients, I try to remember their special days, and try to check in with them regularly. Basically just let people know you care about them. Always be a person of your word, if you say you will do something, make sure you do!

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

There is still plenty of room for women to have a seat at the table. We have made great strides, but often the top-level decision makers are still men. I would like to see the boards or management teams more diverse, both in male/female roles, but also culturally. There is value to having many mixed ideas collaborating to create a business plan or organizational structure. I will say I am proud to be from California, and our State Leadership at California Association of Realtors is 100% female this year, which is a fitting example of women being better supported and recognized.

Looking ahead, what are your goals and aspirations within the mortgage industry?

I personally would like to help bridge the gap between the lending and realtor community. I believe that more collaboration and education could assist realtors in helping their clients achieve home ownership and wealth through real estate. Here at A&D Mortgage I would like to continue to bring a perspective to our operations team that keeps the customers’ needs in the forefront and help us to improve and excel at creating a 5-star experience for our broker partners, our realtor affiliates, and the clients we all serve.

DeAn Dawson

VP of Client Success, Optimal Blue

Which of your leadership qualities do you think contributed most to your success?

I believe adaptability, empathy, and passion have played pivotal roles. Adaptability has been essential to my professional growth at an energetic startup. I embraced change, adjusted my strategies, and constantly remained open to new ideas. This flexibility has enabled me to navigate shifting landscapes effectively.

Understanding and connecting with others on a deeper level fosters collaboration and trust. Empathy helped me build strong relationships, motivate my team, and create a positive work culture. I show up to work every day with a passion to go above and beyond for our clients and employees.

How do you approach building and maintaining relationships with clients and colleagues?

Just like your mom told you, relationships matter. Building and maintaining strong relationships with clients and colleagues is essential for success. Invest in them, and they’ll pay dividends in your professional journey.

Being consistent is another important habit and one of the biggest things I talk to my teams about. Deliver on promises, meet deadlines, and provide reliable service. Consistent behavior builds credibility.

Seek constructive feedback regularly — from your managers, mentors, and colleagues. Ask for input on your performance, communication, and collaboration. Use feedback to improve and strengthen relationships. 

Looking ahead, what are your goals and aspirations within the mortgage industry?

As a woman in leadership within the mortgage technology field, my aspirations are firmly rooted in tangible impact and growth. I am committed to empowering others, maintaining consistency, and surrounding myself with individuals who surpass my own capabilities. 

My primary goal is to empower my team. I want to create an environment where everyone feels supported, motivated, and equipped to excel. By fostering collaboration, I aim to uplift those around me.

Olga Faynshteyn

Business Development Manager, LenderLogi

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

Since the mortgage industry is such a male-dominated field, I think it’s important for women to embrace their voices and not be afraid to speak up. Confidence in your expertise and ideas is crucial. Seek out mentors, both male and female, who can offer support and guidance. Network actively to build connections and visibility within the industry. Remember, your perspective and insights are valuable assets that can contribute to the success of your team and organization. Don't hesitate to assert yourself, share your thoughts, and advocate for your ideas. Your contributions are essential for driving positive change and fostering diversity in the industry.

How do you approach building and maintaining relationships with clients and colleagues?

When it comes to building relationships, I always lead with authenticity. I try to reciprocate the time and attention the other person is giving. It’s important in any relationship, personal or professional, to maintain a level of respect and be true to yourself. 

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

The mortgage industry as a whole needs to prioritize not only technology, efficiency, and accessibility but creativity as well. I was recently at a local Women in Tech event where a panel was discussing how women continue to be the minority in male-dominated industries. At the same time, it’s often women in these fields bringing fresh, new perspectives. By embracing the different takes women bring to the table along with providing support, education, and necessary tools for success, we as an industry can continue to enhance the experiences for future generations of borrowers. 

Kathryn Keeton Flanagan

Sr. Director, Customer Engagement & Success Operations, Sagent

Can you share a mentorship experience that has been influential in your career journey?

I have been fortunate to connect with immensely talented leaders in the mortgage and financial technology industries. Their experiences motivate me, and their guidance inspires me to share with others. Marianne Sullivan, chief operating officer at Sagent, recently shared powerful wisdom: we often amplify our own mistakes, sabotaging ourselves without others even noticing. The takeaway? Believe in yourself as much as others do. Authenticity breeds trust and connection.

Which of your leadership qualities do you think contributed most to your success?

Building connections, thinking outside of the box, and listening to others. In this era of rapid change, success lies in thinking differently, forging connections, and embracing ideas. Change is hard. Being willing to take that first step and say, “We don’t have to do it how we’ve always done it,” is empowering. And when others see you do that, they come to the table with even more ideas to drive improvement. Encouraging fresh ideas creates a shared sense of ownership, propelling our products, company, and industry forward.

Looking ahead, what are your goals and aspirations within the mortgage industry?

Personally, I’d love to continue to build a community of the immeasurable women within the industry. I want to amplify the voices and journeys of these remarkable women shaping our industry, harnessing their collective wisdom to inspire us all.

Professionally, I am looking forward to revolutionizing servicing for our clients and seizing this moment of industry metamorphosis. The future is ours to mold — let's make it extraordinary.

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

The mortgage industry must mirror the market it serves. With women leading over 51% of households, it's time to elevate more women into leadership roles and magnify their voices.

Nina Gidwaney

Head of Refinance & Home Equity, Chase Home Lending

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

The industry has made progress, but, as in the case of digital experiences, there's always room for growth and improvement. That’s why it’s important for organizations to keep asking questions and assessing what can be changed, improved, and/or created fresh from scratch. I’ve had opportunities to contribute and drive impact, and I’d like for even more women to have a seat at the table, so they can do the same. 

How do you approach building and maintaining relationships with clients and colleagues?

Buying a home is an emotional, complicated, and financially impactful process. But it can also be one of the most positive and meaningful experiences in someone’s life. When I work with our customers, my first intention is to remove complications and truly understand their challenges. Whether we’re building digital experiences, launching new products, or enhancing existing ones, my colleagues and I put ourselves in customers’ shoes and make every effort to understand the complications involved with homeownership. We use our insights, data, and research to improve constantly and make the mortgage process more straightforward and less intimidating. 

Looking ahead, what are your goals and aspirations within the mortgage industry?

I am looking forward to a future mortgage industry that prioritizes the customer experience at every stage. I’m proud of the work we are doing at Chase to focus on our customers and constantly improve their experience. We recognize that the right time to buy a home varies from person to person and from family to family. Life changes happen, and circumstances can force people to move. Ultimately, we want to use the information we have at our fingertips to create a seamless experience when the time is right for our customers. As the digital landscape and AI/ML technologies continue to advance, I’m excited to see how we can create additional value for our customers and our business over time.

Ashley Hickmon

SVP, Fairway Independent Mortgage Corporation

Ashley's profound impact on the mortgage industry is indisputable, setting her apart as a significant contributor. Her exceptional performance as a top producer, consistently closing impressive numbers year over year, reflects her unwavering dedication and expertise. In 2023 alone, she closed 163 units totaling $63 million in volume, attesting to her remarkable success.

What truly differentiates Ashley is her proactive approach to fostering a positive workplace culture. Through the establishment of an ambassador program at Fairway, the team she assembled champions joy and connection among employees, extending warm greetings on birthdays and anniversaries and welcoming new hires. 

Beyond her role as a cheerleader and encourager, Ashley's willingness to support others is exemplary. Her disciplined work ethic, boundless energy, and inspiring leadership inspire those around her to excel. Ashley's impact extends beyond her impressive numbers; she cultivates a supportive environment where collaboration and growth flourish. Through her actions, she not only shapes the industry but also uplifts and empowers those within it, solidifying her legacy as a trailblazer in the mortgage sector.

What makes Ashley a Mortgage Star?

Ashley's distinction as a Mortgage Star is undeniable, stemming from her multifaceted contributions and unwavering commitment to mentorship and leadership. Beyond her stellar performance as a top producer, Ashley's role as a coach and facilitator sets her apart. Leading mastermind groups and providing personalized coaching sessions, she empowers her peers to reach their full potential, both professionally and personally. 

Ashley's approachability, combined with her wealth of experience and expertise, makes her a trusted guide and mentor within the industry. By investing her time and energy in supporting her colleagues, she fosters a culture of collaboration and growth, elevating the industry as a whole. Ashley's impact extends far beyond her individual achievements; she leaves a lasting legacy of empowerment and excellence, inspiring others to strive for greatness in their mortgage careers.

Heidi Iverson

VP of Strategic Partnerships, Mobility Market Intelligence

Which of your leadership qualities do you think contributed most to your success?

I would say that being analytical, curious, adaptable, and good with ambiguity are some of the leadership qualities that have contributed to my success. Coming from a background in regular Psychology first and then later in Industrial and Organizational Psychology, I’ve always had a healthy dose of curiosity about data and trends and had a strong desire to help others live their best lives and be successful. Early on in my career, I realized I could have the greatest impact by working with big companies and identifying ways they could increase their employee engagement through data. Having these experiences early in my career allowed me to be comfortable with ambiguity because every client situation requires a different solution that is unique to their environment and culture. These skills remain invaluable today when I’m working with clients to achieve their goals. 

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

My advice to other women beginning their careers is to learn to communicate effectively in front of a group, not be afraid to shine, and find their own personal driving purpose or their “why” early so they can really understand what makes them happy in life — and then, find work they can do to bring their ‘why’ to life every day. Jim Rohn once said, “If the WHY is powerful, the HOW is easy.” So, being able to answer this question for yourself will not only provide for a more fulfilling life but will also make for more success along the way.

How do you approach building and maintaining relationships with clients and colleagues?

For me, building and maintaining great relationships starts with being genuinely curious about people, interested in their well-being, and wanting to help them reach their goals, whatever they may be.

Denise James

SVP of Quality Control and Fraud Solutions, Xactus

Which of your leadership qualities do you think contributed most to your success?

Perseverance and optimism. This is such a special industry. You participate in one of the most critical life events any one person can experience. As a Black woman, we still face equity imbalance because I represent a class of people who are underserved, underbanked, and underrepresented. However, we can't let that serve as a barrier to entry or ascension. Perseverance fuels my can-do approach and attitude for getting the job done while executing with a level of excellence. Optimism drives my hope that if I treat others with respect and dignity, it will be reciprocated. 

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

The most important advice I would give is to be true to yourself. Surround yourself with smart and endearing people. This is a people business, irrespective of the technology that drives it. Be observant and remain focused on the end game. Everything that happens on your journey is meant to teach you something for the next path chosen. 

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

The mortgage industry has experienced unprecedented progress over the last few years, and I look forward to continued developments over time. I would like to see more female leaders lending their expertise and experiences more directly. Significant development in shaping organizational structure so that women are represented more prominently. Being true to myself, I would like to see an increase of inclusion, by women of color in these highly visible and prominent roles as a representation of all communities served.

Kristin Keller

SVP of Real Estate Lending, Amplify Credit Union

Can you share a mentorship experience that has been influential in your career journey?

The one person who stands out the most is a female bank executive. She has and continues to help me think through situations and determine the best way to manage challenges or how to reframe and organize my thoughts based on her experience. I call it a work therapy session. I know after speaking with her, I will have my thoughts reorganized and a path forward. The best part of having her as a mentor is I can quickly visit and talk to her for 15–30 minutes (or longer) and she is able to get me refocused and on the right path again. She has been instrumental in my growth, not only in my career, but also as a person. 

How do you approach building and maintaining relationships with clients and colleagues?

Treating everyone with respect is critical as well as being your authentic self. Understanding their perspective is key to building and maintaining relationships. I also try to find commonality between the individual and myself to deepen that relationship, if possible. We are all terribly busy, but when time allows, checking in with your network and clients, past and present, helps to keep those relationships. Additionally, setting the correct expectations and following through on those expectations is important to building trust, especially with clients. 

Looking ahead, what are your goals and aspirations within the mortgage industry?

I am focusing on two areas: affordable housing and technology. With home prices and interest rates being where they are, it is exceedingly difficult for mortgage-ready borrowers to afford a home today. Affordable housing is important for community development in that it betters quality of life, promotes civic engagement, and helps create economic stability.

In an industry with tighter margins and customers looking for seamless transactions, we need to learn and embrace technology as it is developed to help both our bottom line and the overall customer experience.

Joy Knoch

Chief Strategy Officer, Fairway Independent Mortgage corporation

Can you share a mentorship experience that has been influential in your career journey?

I have had many mentorships that have been influential in my career, as I fully believe in being coached. I have had a business coach in some aspect of my life for over 10 years. Each of these coaches has had a huge impact during different seasons of my career journey. 

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

Just keep going. Not every decision you make will work out but don't give up on yourself. Don't be afraid to use your voice and share your thoughts/ideas. Always be learning something new. As you advance in your career, never forget where you started. 

Looking ahead, what are your goals and aspirations within the mortgage industry?

We are really focused on leveraging technology to enhance/improve both the borrower experience and the overall efficiency of manufacturing mortgage loans. The more efficient we can become, the more we can drive down the costs that continue to rise within the mortgage industry.

How do you approach building and maintaining relationships with clients and colleagues?

I feel it is important to always include those around you at the table when decisions are being made. The more we work collectively, the more opportunities we have to build relationships with our colleagues. 

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

Equal opportunity for everyone.

Which of your leadership qualities do you think contributed most to your success?

As a leader, I strongly believe in listening first to those you are leading. Everyone deserves to be heard and share their ideas. We are better together than we are as one person. 

Kara Lamphere

Chief Operations Officer, Click n’ Close

Which of your leadership qualities do you think contributed most to your success?

To quote Doris Kearns Goodwin’s book on Abraham Lincoln titled “Team of Rivals,” “His success in dealing with the strong egos of the men in his cabinet suggests that in the hands of a truly great politician the qualities we generally associate with decency and morality — kindness, sensitivity, compassion, honesty, and empathy — can also be impressive political resources.” 

I believe these qualities hold true in leadership. When we broaden our teams and learn from others, growth happens. Leadership is having “a team of rivals” to complement your weaknesses and fill in gaps.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

Find your passion and lean into it. The passion may not be a traditionally defined role in mortgage but an act such as leadership or analytics. From there, you can find a role that allows you to use your leadership, your analytics, and your passion. Find, develop, and nurture that passion by continuously learning and surrounding yourself with individuals who can help guide you toward achieving your goals.

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

A rising tide lifts all boats. As the mortgage industry works to improve access to homeownership for LMI and minority borrowers, that shift in mindset has already tremendously improved opportunities for women and minorities to not only enter the industry but also succeed. In my experience, mortgage lending has always rewarded effort and results, even if workplace and cultural attitudes have not been as welcoming or inclusive as they should have been. That environment is also changing, so in that respect the industry has already made significant strides to better support women professionals and, so far as I can tell, will continue to do so.

Heather Lovier

Chief Operating Officer, Rocket Companies

Can you share a mentorship experience that has been influential in your career journey?

One mentorship experience that deeply influenced my career trajectory was when I had the opportunity of being paired with a seasoned executive. This individual not only offered invaluable guidance but also gently nudged me to explore beyond my familiar territory and get comfortable being uncomfortable. Their unwavering encouragement to seize fresh opportunities and embrace calculated risks played a pivotal role in boosting my confidence and fostering my professional advancement. Thanks to their unwavering support, I came to understand the significance of lifelong learning, resilience, and viewing challenges as stepping stones to growth. This mentorship journey not only honed my skills but also ingrained in me a mindset of adaptability and perseverance, which continues to be my compass in navigating the twists and turns of my career path.

How do you approach building and maintaining relationships with clients and colleagues?

My way of creating and sustaining relationships with clients and team members is based on authenticity, communication and reliability. I emphasize active listening to grasp their needs and concerns, establishing real connections based on trust and mutual respect. Frequent, honest communication ensures clarity and agreement while constantly fulfilling commitments that build trust and improve relationships over time.

Looking ahead, what are your goals and aspirations within the mortgage industry?

Looking ahead, my goals and aspirations within the mortgage industry revolve around leveraging AI to drive innovation while maintaining a strong focus on care and empathy in our client interactions. I aim to harness AI-powered tools and analytics to enhance efficiency in mortgage processes, strengthen quality, and deliver personalized experiences for clients. While AI can certainly expedite tasks and streamline operations, I firmly believe in the importance of human connection and empathy in client communication. AI will not replace heart and empathy. My vision is to integrate AI seamlessly into our processes to improve speed and accuracy while ensuring that our clients feel understood and supported with care every step of the way. 

Bernadette McDonnell 

VP, Dovenmuehle Mortgage

Which of your leadership qualities do you think contributed most to your success?

A strong work ethic, commitment to getting things done, and flexibility driven by common sense. Be confident, go after what you want, and do not be afraid to fail. Learn from your failures rather than stew on them. Try a variety of roles to find your niche. 

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

To women starting their careers in the mortgage industry, I advise embracing a mindset of lifelong learning and actively seeking mentorship opportunities. Building a solid professional network is crucial, as well as providing support and opening doors to new possibilities. Additionally, I emphasize the importance of advocating for oneself, as confidence and assertiveness are essential in navigating this competitive industry. Remaining adaptable and receptive to change is equally important in this mortgage business. 

How do you approach building and maintaining relationships with clients and colleagues?

I build and maintain relationships with clients and colleagues through open and honest communication, actively listening to their needs and addressing concerns. I strongly emphasize transparency and deliver on my promises, fostering trust and creating long-lasting partnerships. Central to my approach is ensuring clients feel valued and supported through personalized solutions and professionalism. I promote teamwork and collaboration amongst my colleagues within the workplace, encouraging a positive and inclusive work environment as we strive towards shared goals.

Looking ahead, what are your goals and aspirations within the mortgage industry?

My goals include leading impactful projects that optimize and elevate mortgage servicing processes. I am committed to mentoring the next generation of mortgage industry professionals, particularly young women, by guiding them toward growth and success. I aspire to refine servicing practices to be more efficient and client-centric. I aim to leave a legacy of advancement and innovation in the mortgage industry.

Rana Mortensen

Executive Director, NEXA Mortgage LLC

Can you share a mentorship experience that has been influential in your career journey?

Seven years ago, I was fortunate to connect with Mike Kortas through a mutual acquaintance. Mike has a wealth of experience and generously shared his knowledge and insights about the mortgage industry. He continues to constantly push me to step outside my comfort zone, and challenges me to take on new projects, allowing me to grow professionally, gain confidence in my abilities, and advance my career. Overall, Mike’s mentorship has been instrumental in shaping my career and provided me with invaluable guidance.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

You don't need to have all the answers. It's about learning as you go and embracing a continuous learning process. While you don’t have to have all the answers, asking the questions is essential to gain understanding, find solutions, and make progress. There's a wealth of resources out there to obtain knowledge. Interactions with both women and men in the industry offer invaluable learning opportunities. 

What changes or improvements would you like to see in the mortgage industry to better support women professionals?

Enhancing and improving support for women across all aspects of the industry is crucial. We need to answer the call to “stand in the gap,” address the needs specific to women, and take action. Sustained collaboration and support for women within the industry are paramount. Given the ever-evolving landscape, it's essential that we remain adaptable and open to changes that benefit everyone in the industry. Remaining stagnant while the world changes around you is akin to trying to keep your boat from moving in a swiftly flowing river. Movement and momentum are essential to effectively navigate the river's currents and make progress in the ever-changing environment.

Joni Pilgrim 

CEO, Nationwide Appraisal Network

Joni Pilgrim stands out as a significant contributor to the mortgage industry due to her visionary leadership and use of data-driven technological solutions at NAN (Nationwide Appraisal Network). Over the past two decades, Joni’s strategic implementation of automated processes has not only resulted in increased market share but has also transformed industry practices, maximizing efficiencies for lenders, brokers, and appraisers. Her commitment to innovation is evident through NAN's substantial investment in cutting-edge business intelligence tools, particularly the integration of predictive analytics. This approach has reshaped the appraisal process, ensuring that NAN's lender and broker partners are matched with the highest-rated appraisers in their respective markets.

What makes Joni a Mortgage Star?

Joni truly embodies the essence of a Mortgage Star, not only through her groundbreaking contributions to the industry but also through her dedication to empowering and uplifting women within it. As a co-founder of RISE, a prominent community of women in the mortgage finance industry, Joni has created a platform that serves as a beacon of support and guidance for women across generations. Through RISE, she fosters unity and empowerment among women by facilitating intentional outreach, networking, and education. The organization's vision focuses on leading and influencing women in the industry, providing them with opportunities for both personal and professional growth. Monthly virtual events hosted by RISE offer valuable industry insights and motivational sessions designed to inspire the growth and development of its members. 

Joni’s commitment to empowering future women leaders in the mortgage industry is commendable and sets her apart as a true Mortgage Star. Her tireless efforts, both at NAN and RISE, demonstrate her dedication to paying it forward and nurturing the next generation of women leaders. Her unwavering support for women, combined with her groundbreaking contributions to the mortgage industry, make her a Mortgage Star. 

Susan Pomilia

Regional Manager, Supreme Lending 

Can you share a mentorship experience that has been influential in your career journey?

I have been fortunate to have a few stellar mentors during my career. Going back to my early days, Mary Alger shared some valuable wisdom about the importance of responsiveness. She gave me great advice about the significance of timely communication, even when delivering less-than-ideal news. Being prompt and transparent in your communication can be crucial in maintaining trust and integrity, especially in challenging situations. You can’t say “No” fast enough. In today’s market, the game is about expense management. Production is always the focus for our originators, but managers and P&L owners should be hyper-focused on their expenses. Another mentor taught me that every dollar spent on your business should return two. I keep this in mind when investing in everything from support staff to office equipment to marketing projects.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

My advice is to be confident, self-aware, and authentic. I believe it’s essential to own your power and embrace your unique strengths to break through the barriers of this traditionally male-dominated field. Focus on building genuine relationships and being visible in your community. Create your own network of referral partners through personal branding, and you will surely succeed.

How do you approach building and maintaining relationships with clients and colleagues?

When you genuinely enjoy your work, and the people you work with, fostering and maintaining relationships becomes a more natural and easy process. An emphasis on active listening and understanding the underlying message is crucial for effective communication, especially considering that not everyone finds it easy to express themselves. By meeting clients and/or colleagues where they are emotionally, you demonstrate empathy and create a supportive environment that encourages open communication. This not only helps them feel valued and understood but also strengthens the foundation of trust in the relationship, which leads to deeper connections, increased collaboration, and more opportunities for business growth.

Kelly Rivas 

CEO, Kelly Mortgage Center (KMC Loans)

At a recent California Mortgage Expo, Kelly Rivas, otherwise known as “The Mortgage Queen,” emerged from a crowd of navy- and black-suited men, wearing a sparkly white blazer and skirt, dripping in silver jewelry, and sporting a dazzling crown.

Rivas has always believed in the mantra, “When you look good, you feel good.” To her, it’s important to dress to impress in this industry.

 “It’s gotten me through many doors, to be quite honest with you,” said the CEO of Kelly Mortgage Center (KMC Loans). “It shows that you care.”

But Rivas’ lavish attire isn’t just some gimmick to draw attention, she explained. It actually has a much deeper message.

Often, Rivas notices women show up to business events in the same drab colors as their male counterparts — gray, black, and other muted tones — perhaps in an attempt to appear more serious. For those who want to blend in with the crowd, that’s the menu of options. Other women who aren’t afraid to stand out and embrace their femininity could take a note from The Queen herself.

“This crown symbolizes something for me that I never had and once I reached it, it changed my life. Confidence is everything, and I learned that the second I was able to wear this out in public,” Rivas said.

Rivas launched her own brokerage, Kelly Mortgage Center, in 2005. In 2023, her sales team accomplished $10.5 million in loan production.

The book Rivas wrote and published, The Mortgage Matrix: Lies, Cheats & Deceptions … The Ugly Truth About Your Bank, offers guidance concerning loan modifications, short sales, foreclosures, bankruptcy, and more. Rivas also has her own nonprofit, WHHAM.ORG, dedicated to helping people achieve homeownership by improving their financial literacy.

Shannon Santos

EVP of Data Solutions, Informative Research 

Which of your leadership qualities do you think contributed most to your success?

My leadership success is attributed to my forward-thinking approach and commitment to innovation in the mortgage industry. I prioritize efficient processes and data-driven solutions that benefit lenders and borrowers alike. My strong advocacy for cost-effective prequalification tools and predictive modeling demonstrates my visionary mindset. My ability to drive industry-wide improvements and my dedication to my work are essential leadership qualities that have led to my success. My background in athletics and my experience as a Division One athlete have played a significant role in shaping my leadership qualities. The grit, discipline, and tenacity I developed on the field have translated to my professional life, helping me approach challenges with resilience and a results-oriented mindset. My ability to prioritize, schedule, and make strategic decisions, honed through years of sports, has been instrumental in my success. By integrating the lessons from my athletic past with my innovative approach to business, I have been able to drive industry-wide improvements and continuously strive for excellence in my work.

How do you approach building and maintaining relationships with clients and colleagues?

I approach building and maintaining relationships with clients and colleagues through communication and genuine interest in their needs and goals. I believe in establishing trust and rapport by being attentive, responsive, and transparent. I foster long-term relationships built on mutual respect and collaboration by providing exceptional service and consistently delivering on promises. 

Looking ahead, what are your goals and aspirations within the mortgage industry?

My goals and aspirations within the mortgage industry include driving further innovation and efficiency in lending practices. I aim to continue reshaping the industry by advocating for and implementing data-driven solutions that benefit lenders and borrowers. I also aspire to mentor and empower the next generation of industry leaders, sharing my knowledge and experience to shape the future of the mortgage industry. Ultimately, I envision an inclusive, efficient industry that delivers exceptional service to all stakeholders.

Rebecca Seward 

Director of Product (Mortgage), Ocrolus

Can you share a mentorship experience that has been influential in your career journey?

When I first started in product, I had a supportive manager and talented product leader who taught me the power of effective communication. They challenged me to ask more effective questions to help me identify the “why” behind an ask instead of accepting proposed solutions. They empowered me to make decisions, which I valued because I am most productive when I have a certain level of autonomy. This helped me juggle conflicting priorities among key stakeholders and ensured I delivered the solutions that would be most beneficial for the business and its customers.

What is the most important or valuable advice that you can offer to women starting their careers in the mortgage industry?

Stay true to yourself and follow your passions. Wherever you want to go in your career, do not be afraid to pursue that, and don’t allow others to dissuade you. Seek out the counsel of those who will support you in realizing your career aspirations, and don’t fall victim to imposter syndrome. You have a unique perspective that provides value, so know your worth.

Looking ahead, what are your goals and aspirations within the mortgage industry?

I want homebuyers to have the best, most seamless experience possible. Obtaining a mortgage in this country is a privilege, so the process should be smooth and enjoyable. For the buyers, that means ample online resources and intuitive application systems that make it easier for them to understand what is needed of them through each step of the process. This would include more investment into the servicing side of the business, which needs to be addressed and often neglected. For lenders, this means solutions that streamline the mortgage process, from application to post-closing. I’d like to see a more significant investment in automation through each stage, making mortgage professionals more effective and less risk-averse. The more a lender is supported through technology, the better customer experience they can provide to the borrower.