For one VP, the focus is on client-centric excellence
In the dynamic landscape of mortgage lending, Nicole Santizo (pictured), vice president of mortgage lending at Guaranteed Rate, emerges as a beacon of client-centricity, placing the needs of her clients at the forefront of her success story. In this exclusive feature, Santizo shares her insights, highlighting the transformative impact of prioritizing clients and embracing a commitment to continuous learning.
A lifelong learner’s journey
“I’m really a lifelong learner,” Santizo emphasized, setting the tone for a career fueled by a genuine passion for understanding and meeting client needs. Her commitment to education extends beyond the basics, recognizing that continual growth is key to navigating the intricacies of the mortgage industry successfully.
Santizo actively participates in classes and workshops, ensuring she stays ahead of industry trends and integrates impactful strategies.
“The modern loan officer has to continuously innovate to adapt to the ever-changing turns of the market and needs of our clients,” she advised, emphasizing the direct correlation between her dedication to honing her craft and the enhanced service she provides to clients.
Championing client-focus and adaptability
For Santizo, the true measure of success lies in her ability to adapt, grow, and embrace change - all with the client’s best interests in mind. “We’re always building on the basics,” she noted, underlining the importance of revisiting successful strategies and tailoring them to the unique needs of each client.
Her work ethic challenges the traditional nine-to-five schedule, aligning with the reality that client needs often extend beyond conventional hours. “Who’s going to jump on the phone with the client in the evening and help them get that home?” she asked, emphasizing the strategic advantage of being available when clients need her most.
The human touch in a tech-driven world
As the industry explores the potential of AI and social media, Santizo remains steadfast in her belief in the irreplaceable value of the human touch. Consumer research supports this sentiment, with a majority (56.6%) believing that AI-powered solutions will never fully replace humans in managing customer service interactions.
Santizo’s unwavering focus on her clients is evident in her approach. “If you’re not serving your clients, if you’re not making a difference and an impact, you’re not going to have the clients coming back,” she asserted. Her commitment to delivering on promises, honoring commitments, and offering creative solutions is a testament to her consistent dedication to client satisfaction.
Looking ahead: shaping success with passion and people
Nicole Santizo’s journey in mortgage lending is not just about transactions; it’s about building lasting relationships. Her dedication to continuous learning, adaptability, and a genuine focus on clients positions her as a trailblazer shaping the future of mortgage lending—one personalized experience at a time.
