Most people think of Operations as process flows and driving production. While this is a large part of what I’m responsible for, I think the most important part of my job is developing our most important assets, our employees. I spend a lot of my time and energy looking for opportunities to train and develop our workforce.
I’m unique in the fact that I started my career in the mortgage industry almost 16 years ago and been here ever since. I’ve held positions ranging from Loan Officer to Divisional Sales Manager to now Head of Operations. From this experience two of the most important lessons I’ve learned are to be obsessed with finding a better way (don’t settle for status quo) and that you can never stop learning.
One of my favorite hobbies is coaching my daughter’s soccer team. Not only is it a great way to spend time with my daughter and her friends, but it has been a great experience teaching me patience. If you think it’s hard getting consensus in a group of adults, just try with 12 1st and 2nd graders. It requires more time, answering many more questions, and plenty of patience. But when the team gets what you are trying to teach it’s an amazing experience. This has helped me to be a better leader and more deliberate in making decisions both personally and professionally.
We are amazing with purchases. Most people in the industry think consumer direct companies are only good with refinances. This couldn’t be further from the truth at Wyndham. We have built a true pre-approval process where we will fully underwrite a loan prior to contract. The same underwriter that will work your loan once you are under contract does a full review and clears all credit and income conditions. This allows our clients to make a confident offer which we then turn around and close in as little as 10 days (from lock).
Josh began his career in the mortgage industry in 2003 as a loan officer at Wyndham Capital. After being one of our top loan officers for two years, he moved into a Sales Management role where he spent more than a decade helping grow Wyndham’s sales force. Prior to transitioning to operations in November 2016, Josh’s last sales position involved creating a new division for loan officers with no previous mortgage experience. This division became our top producing sales division in 2016. Today, Josh is enjoying the challenge of helping Wyndham’s operation team evolve in the ever-changing mortgage industry. “Technology is drastically changing how mortgages are originated, and the companies that will excel in the future will be the ones capable of using technology to create a superior client experience.” This fits perfectly with Josh’s obsession of finding a better way to generate results. Josh’s vast sales experience gives him valuable insight as an operations leader. He understands the importance of every loan and “delighting” our clients (and partners) with every transaction. He also understands that everyone wins when loan officers spend their time selling, not working on loans in their pipelines. Josh’s insight in this area has been key in an “Ops Ownership” philosophy shift, which is moving many tasks traditionally handled in Sales over to Operations. Josh is also passionate about the growth and development of our employees. He is much more interested in hiring high-potential, highly motivated employees rather than just being focused on candidates’ experience.