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MortgagePoint » Your Trusted Source for Mortgage Banking and Servicing News 36 November 2025 F E A T U R E S T O R Y HOW TOUGH CONVERSATIONS HELP LOAN OFFICERS REACH THEIR FULL POTENTIAL Delivering constructive feedback with empathy can turn independence into impact. B y F R A N C O T E R A N G O A nyone who's leading top- producing loan officers knows the balancing act. LOs are the heartbeat of the business—they bring in the revenue, build the relationships, and keep the wheels turning. But they're also fiercely independent, and that independence, while a strength, can make them blind to areas that are holding them back. Here's the truth: the conversations we avoid are usually the ones that mat- ter most. And when we approach them with the right intent—not to criticize but to elevate—we unlock growth for both the individual and the company. Your Personal Brand Matters More Than You Think T oo many LOs underestimate how their image impacts their business. From LinkedIn profiles to voicemail greetings, every touchpoint tells a client or referral partner something about you. A sloppy email may seem small, but to a ner- vous borrower, it signals a lack of attention to detail. A polished LinkedIn presence? That's credibility when an agent is deciding where to send their next deal. The key is not nitpicking but showing how a sharper image translates into business wins. The difficult but constructive conversation about this reminds the originator that it's really not about ego—it's about opportunity. Growth Requires Continuous Learning T his industry moves fast. Guidelines shift, tech evolves, clients change. But too often, seasoned LOs rely on what's worked for decades. That's dangerous ground. The message here can't be "You're behind." Instead, it should be "The best in every profession keep sharpening their skills." After all, lawyers, doctors, and engineers all do it. Why should mortgages be any different? The pros who thrive in the long term are those who embrace learning as a competitive edge. Communication: Your Style Might Not Fit Every Client W hat works with a savvy investor might overwhelm a first-time buyer. What builds trust with a younger couple might not land with a retiree. By no means are you asking the LO to change who they are. If anything, you're suggesting they add range. Great com- municators read the room and adjust. That's not being fake. It's being effective. Technology Isn't Optional T he "I don't need that tech, I build relationships" mindset misses the mark. Technology doesn't replace rela- tionships. It supports them. Automating the admin side frees the LO to spend more time face-to-face with clients. Better systems prevent things from slipping through the cracks. Show an LO how tech makes their day easier, and the resistance usually fades. Use the Team You've Got T oo many LOs still operate like one-per- son shops. Chasing down documents, designing their own flyers, and juggling tasks, the excellent support staff are ready to handle. That time and energy are pulled away from revenue-producing work. F R A N C O T E R A N G O is CEO of Certainty Home Lending, a Rate company providing national mortgage and fintech services. With over 30 years of experience in financial services and 25 years in mortgage lending, his career encompasses consumer banking, investments, small business, and executive leadership. He can be reached at franco@ certaintyhomelending.com.