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ยป VISIT US ONLINE @ DSNEWS.COM 29 will one day invite new entrants to bring in sweeping change and cost the current players meaningful market share. What is often missed in those views is that there are pretty significant sets of barriers to change that have to be taken along for a ride on the change train. As we all know, the compliance landscape is ever changing. is presents challenges to technology solutions, which is where most of the evolution needs to be rooted. With mortgage lending, we engage in a significant transaction with a long-term relationship that is often our customer's most significant financial investment. e numbers of interactions and the breadth of transactions are significant with federal, state and investor compliance implications that are both imposing and challenging. As a special reward, the margins are nice and thin. is will continue to repel many who wander near the space. It is good to see our progress over the last several years. However, our need to further evolve is clear, and will remain the focus of both regulators and shareholders. What are the biggest challenges that face the industry today? Making meaningful margins while improving the customer experience in a manner that regulators view as positive. e cost of compliance is significant, but not just in the direct dollars we spend on change management. It also distracts our change management resources and our leaders from spending more time on pure process improvements and technology efforts. Our industry needs appropriate regulation and we are in an era where the rule changes are still frequent, and sometimes they still have troubling overlaps, with various contradictions. While I think that regulators are much more aware and focused on simplifying rules and avoiding contradictions, the work goes into so many deep details it is extremely challenging to avoid all overlap. We have such an exciting opportunity to use technology to advance our practices, we need to find ways to continue to press forward on that front and simplify our business where possible. As you look back on a long and successful career, what are you most proud for having accomplished? I have been a part of growing companies my entire career. is has afforded me great opportunities to build out technology and process along the way, but the most rewarding part has been working with people and seeing them blossom and flourish in their careers. Everyone has talent of some kind. ey also usually have some development areas that they may or may not be aware of. I find it fascinating to look for the special quality in each person and help him or her to leverage their key skills while trying to build up or remove obstacles. You have to really care about people in order to get through and build their trust. In our industry, I still find people that have no real career ambition or vision on where they want to go. So many people have responded to challenges that were placed in front of them and it gives me great pride to be a part of that. People who've received this award have excelled on two fronts: within their own company's definition of success, and within the eyes of the collective industry. That is no easy feat. In most cases, the latter came during their "down time," usually after 7:00 p.m. and late afternoon weekends.