"You have to be willing to sacrifice if you want to grow in this industry"

For Adam Workman (pictured), there’s one piece of advice that he’s held true to throughout his career in mortgage – always be available to your clients. Speaking to MPA, the SVP at CrossCountry Mortgage said that the realities of high-volume loan processing and originations mean you have to be in constant contact with your customers – or risk being left behind.

‘Technology plays a role in your success’

“You can’t communicate effectively, manage agent and client expectations effectively, or close quickly without having 24/7 coverage,” he explained. Because, for Workman, the idea that a loan officer could manage a substantial pipeline without being accessible nights and weekends is simply unrealistic. Instead, he advocates for super availability - something that’s only made possible by the evolution of new tech in the sector along with ensuring a network has full access to teammates 24/7.

“Technology plays a role in your success but availability, to me, is of utmost importance,” he added. “You can build out spreadsheets and you can build out ways to keep track of data, however if you’re not available to facilitate these processes and communicate with your partners and clients, the technology gains and efficiency gains are not realized by the loan officer nor witnessed by agent partners and clients.”

‘We ensure that we have coverage 24/7’

And Workman’s approach isn’t limited to his personal efforts; he’s structured his team to ensure they can handle the demands of the business without bottlenecks.

“We ensure that we have coverage 24/7,” he explained, noting that this structure is crucial to maintaining speed and improving communication. It’s a well-oiled machine designed to prevent the common pitfalls in the industry, where loan officers can often become the stumbling block (bottleneck) in the process. 

For new entrants into the mortgage industry, Workman’s advice is both practical and sobering. He suggests that while the support of a large organization can be invaluable, growth often requires personal sacrifice.

“You have to be that person that can provide that level of support and be willing to sacrifice if you really want to grow in this industry,” he explained. “You’re going to have to be available if you want to grow a book of business and grow agents trust and partnerships - you’re going to have to be available like they are – which is 24/7. As you grow your book of business, mortgage companies are more likely to support your growth, after seeing that, number one, you’re bringing those loans in, and number two, that you can handle the volume.”

One aspect that really gives CrossCountry an edge here is their pre-underwriting arm. Pre-underwriting, according to Workman, allows for “fully underwriting a buyer before they even make an offer” - ensuring speed and minimizing risks. This practice is particularly advantageous in identifying inconsistencies early in the process, which can prevent last-minute issues that could derail a deal.

“You want to find any inconsistencies or errors as early as you can, so that you’re not finding those issues after they’re under contract,” he emphasized. 

‘Clients may just go online, fire us and move on to the next click’

Looking ahead, Workman acknowledged the evolving role of technology in the mortgage process, particularly the increasing involvement of AI and automated systems. Yet, he is cautious about losing the personal touch that is so integral to client relationships.

“We have to be very cognizant of what’s happening as technology may improve speed and processes,” he noted, adding that the challenge will be to maintain an active approach to building relationships in a world where clients can complete much of the loan process independently online. The risk, as he sees it, is that clients may “just go online, fire us and move on to the next click.” 

There is a delicate balance between leveraging technology for efficiency and ensuring that the human element remains central to the client experience. As the mortgage industry continues to evolve, this balance will likely become even more critical, particularly as the demands for faster service and greater transparency increase. This approach, however, is not without its challenges. It demands a level of commitment that might be daunting to some, but for those willing to make the sacrifice, the rewards are clear. Because the mortgage industry, as Workman describes it, is not just about numbers and paperwork; it’s about relationships, trust, and the willingness to be there when others might not be.

Essentially, it’s about understanding that, at the end of the day, the difference between a successful loan officer and an average one may very well come down to who answered the phone at 10 PM on a Sunday.