Mortgage professionals are in a tech arms race, but companies shouldn't adopt tech tools without a plan
Too many mortgage companies jump on the latest tech trends, distracted by the shiny new tools while ignoring internal pitfalls. The result? A lot of wasted money and lost potential.
Sherry Nguyen (pictured), chief operating officer at Grayton Mortgage, understands that technology alone is not a fix. She believes that tech should solve problems, not create more.
Her focus is on making workflows more efficient, mentoring teams, and selecting tools that genuinely improve operations. For Nguyen, it’s not about adopting the newest software – it’s about ensuring technology integrates effectively and supports a borrower-first approach.
Start with the problem, not the tool
Mortgage companies have a wealth of technology at their disposal, but Nguyen warned against adopting tools without a plan. Rather than chasing the latest software solutions, she encouraged mortgage leaders to start by diagnosing their core challenges.
"What I recommend for CEOs is to start with the problem, not the tool,” Nguyen said. “Figure out what your problem is and then figure out what tool you need. This identifies the bottlenecks in your process before choosing a technology solution."
Following this principle, technology decisions should focus on integrating solutions that directly improve efficiency rather than simply accumulating software. Nguyen has seen it happen too many times – companies invest in software, only to let it sit unused.
"A lot of people, they buy a lot of tools, and then they don't use [them]. So, I don’t allow us to purchase more tools than we need because we have so many things already going on,” she said.
Disconnected systems create inefficiencies. Nguyen stressed that every tool must integrate seamlessly into existing workflows. For smaller firms and independent loan officers, she keeps it simple:
"If you don't have a lot of clientele, then stick with your LOS and have an Excel report. That's the cheapest way. So, if you’re really trying to save, [then] really use your loan software for everything that you can, because it will do the job that you need without having to invest all of these extra things," she said.
Technology helps—but people make the difference
Technology alone cannot drive success. The backbone of any mortgage company is its team. At Grayton Mortgage, Nguyen prioritizes team development by fostering a culture of mentorship, motivation, and continuous learning.
"I'm a big cheerleader of my business. I breathe and sleep mortgage, I really love the fast-paced environment of mortgages, and it starts with where you work, the leadership, the clear communication and the focus for employee growth," she said.
Experience is not the defining factor of a great mortgage professional – attitude, adaptability, and willingness to learn matter more.
"I really don’t care how many years of experience you have – you can be day one, day two, three years, five years [in the role]. What I focus on is teaching and motivating. I like people to understand their job, but I also want them to know that their work matters," she said.
To keep her teams engaged and productive, Nguyen implements personalized coaching, continuous training, and clear performance goals. Studies show that companies with strong training programs see a 17% increase in productivity and a 21% boost in profitability. This is reflected in her leadership style as it’s consistently resulted in high-performing teams.
"My team always makes their goal, always hits their bonus. My team is always high-producing, high-closing. It doesn’t matter if my team is originators or loan processors – every company I have been with, we are number one,” Nguyen said.
One of her most important leadership principles is ensuring that new technology and workflow changes are introduced smoothly. She believes that team input is critical when making operational adjustments.
"I always ask [my team] for their input to refine the workflows and ensure smoother adoption. Because sometimes when you implement things, it creates chaos within the system, and your staff may not be happy. It may not be working, [but] you don't even know that, unless you ask the people who are actually doing those jobs,” she said.
Companies often overcomplicate workflows, overwhelming their teams. Nguyen pushes for simplification.
"There are a lot of companies out there that have the most complicated workflow for their staff. I talk to a lot of staff because I mentor them. They’re on Excel, they have RingCentral, they have multitudes of LOS and CRMs, and it’s just overwhelming. So, I like to add value to their day by making their job easier through automation, better tools and improved process,” she said.
A better borrower experience
Nguyen believes that every operational decision should enhance the borrower experience, a key factor in mortgage customer satisfaction and long-term client retention. This means ensuring that technology and team processes work together to make the mortgage process more efficient and accessible.
"Every tool and every process that I implement is designed to create a better experience for the borrower – making the mortgage process simpler. And you always will hear the word ‘seamless’ because that’s what we’re working towards," she said.
Mobile accessibility has become a game-changer in streamlining customer interactions.
"We use Encompass, it makes the application process easy and mobile-friendly. Before, we would send out applications and then people could only do it on their laptop or PC,” she said. “[Now], we send links that allow people to complete it on their mobile phones, ensuring convenience and accessibility."
Nguyen also focuses on minimizing unnecessary back-and-forth communication.
"I focus on outlining clear action items upfront, so borrowers know exactly what is needed to minimize unnecessary follow-ups and delays," she said.
While automation plays a role in efficiency, Nguyen said that personal interaction is still important.
“Balancing automation with the personal touch is key. I always pick up the phone and tell my borrower, ‘Hey, [did you see] that request from me? These documents can be uploaded, and this is how they should look,’” she said.
Borrowers often feel overwhelmed by document requests, so Nguyen aims to simplify tasks. Nguyen’s approach at Grayton Mortgage focuses on efficiency, team development, and improving the borrower experience.
“Invest in your people, encourage open communication, and use technology to remove roadblocks. Creating good habits through all of these things. It's very good for [your business] in the long run, you don’t stay small forever,” she said.
