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47 May 2025 May 2025 » F E A T U R E Have a Plan, Then Execute It Impeccably B ecoming a market leader in today's mortgage universe is more likely for those who treat scaling as a deliberate strategy instead of a reactionary process. We've been a knee-jerk kind of industry far too often in the past. But I've seen it time and time again. The best in the business always have a plan (as well as a Plan B, C, and D). Proactive firms engage in scenario planning to anticipate different levels of demand. This includes preparing for optimistic, moderate, and conservative growth scenarios, ensuring operational plans can adapt as needed. That's espe- cially important in such uncertain times. We've all heard the phrase "throw it over the fence." Usually, when I've heard it, there has been an undertone of negativity or embarrassment to it, as if that process would be best performed in house. But we all outsource. It's actu- ally a necessary ingredient for success. Trusted third-party service providers can help bridge the gap during periods of high volume. These partnerships allow lenders to scale quickly without the long lead times required to hire and train new employees. The best operations carefully vet their vendors, make their expectations clear and then actively monitor their performance. Ultimately, a market rebound is not just an operational challenge—it's an opportunity to win borrower loyalty. Lenders who provide excellent service during this critical time will earn repeat business and referrals. It starts with proactive communi- cation. Borrowers appreciate regular updates, especially during busy times. Automated messaging systems, includ- ing bots, apps, and even AI technology, can keep clients informed without overwhelming staff. That being said, even with automat- ed systems, personalization remains essential. Ensuring borrowers can easily reach a knowledgeable team member for assistance builds trust and satisfac- tion. For most borrowers, a mortgage loan is part of the largest transaction of their lives. They don't want to entrust such a complex process completely to a chat bot or automated text message. Finally, those who fail to learn from the past are doomed to repeat it. We have a universe of lessons available to us after the previous market rebounds. The best lenders pay attention and learn from previous cycles. By analyzing what worked—and what didn't—during simi- lar circumstances in the past, they refine their strategies to avoid common pitfalls. That starts with conducting thorough reviews of prior peak periods, which can show us where we succeeded and where we came up short. Whether it's technol- ogy gaps, staffing issues, or workflow inefficiencies, understanding the root causes of past challenges helps lenders prepare more effectively. Additionally, comparing performance metrics against industry peers provides valuable context. Top-performing lenders use benchmark- ing to identify competitive advantages and areas where they need to catch up. In the Next Upcycle, the Most Flexible Will Succeed L et's face it. Even the best and most pre- pared businesses will still experience some level of operational lag during a market rebound. That is true especially if we see a surprisingly sharp pivot. However, with the right mix of tech- nology, workflows, and strategic fore- sight, lenders can not only weather the early surge in demand but also set the stage for sustained growth. By adopting proactive strategies and committing to continuous improvement, the best lend- ers will position themselves as industry leaders, delivering exceptional service and results during this pivotal time. For organizations willing to make these investments now, the payoff will come not just in the form of immediate gains but also in long-term resilience and borrower trust. In an industry where agility and adaptability are key, the winners will be those who are pre- pared to move decisively as the market accelerates. Brought to you by & YOUR TRUSTED SOURCE FOR MORTGAGE BANK ING AND SERVICING NEWS JULY 2024 Magazine White House Main Street America TO FROM THE As the November elections near, what ripple effects will the next Administration have on the housing industry? MortgagePoint gathered a panel of experts to dig deeper into the impact of the Presidential Elections and potential changes in the White House. Subscribe to MortgagePoint and MortgagePoint Digital now! Visit themortgagepoint.com/mp-access to take advantage of our special offer! Experts you trust. People you know. News you want. MortgagePoint is putting essential mortgage market news at your fingertips with our new digital edition, now available online via your smartphone, tablet, or computer. Enjoy the magazine at your desk, and tap into MortgagePoint Digital's easily accessible platform anywhere, anytime. Committed to giving originators, servicers, and all lending professionals access to smarter perspectives, MortgagePoint believes it's time to think differently about the mortgage industry. Because the American Dream is evolving . . . are you? FEATURE STORY THE BEST SOLUTION IS NOT ALWAYS THE SHINY NEW TOY While it can be debated as to how much default and foreclosure activity lies ahead, default servicers must carefully examine their tech systems to keep ahead of the curve. FEATURE STORY DRIVING GROWTH: LEVERAGING HOME EQUITY TO EXPAND LOAN OFFICER OPPORTUNITIES In a tight market, LOs seeking to diversify their offerings are turning to home equity products to expand their role and become a financial guide for life. COUNSEL'S CORNER FACING THE FORECLOSURE AND BANKRUPTCY CHALLENGES OF TODAY Robert S. Kahane, a foreclosure and bankruptcy attorney with more than 30 years under his belt, discusses current compliance issues related to loan servicing process enhancements. EXPERT INSIGHTS TONY JULIANELLE, CEO OF REAL ATLAS ESTATE discusses current market trends and the forces that will shape the landscape in the industry. ALSO IN THIS ISSUE: Brought to you by & YOUR TRUSTED SOURCE FOR MORTGAGE BANK ING AND SERVICING NEWS AUGUST 2024 Magazine The Burden of Proof MortgagePoint profiles Bron, Inc., a company that has carved out a unique niche with a focus on crucial but often-overlooked tasks such as managing registrations, utilities, and HOA verifications. TO YOUR TRUSTED SOURCE FOR MORTGAGE BANK ING AND SERVICING NEWS OCTOBER 2024 Magazine The Industry Leaves Its Mark at Five Star Conference Exclusive coverage from this year's Five Star Conference, including profiles of the Lifetime Achievement honoree, the Women in Housing Leadership Award recipients, and more. THE 2024 FIVE STAR CONFERENCE & EXPO SEPTEMBER 24-26, 2024 DALLAS, TEXAS