In our Hot Topic this week we have Josh Lehr, Senior Director, Partnerships & Industry Technology at Total Expert to discuss what challenges loan officers face right now & because loan officer recruitment is a huge focus currently what the impact of loan officer turnover is. As well as, what elements of the LO role can be automated to not only free up time but to drive more opportunities for loan officers.
To read more about this podcast click here!!
Loan Officer Recruitment Strategies
It’s good to have you with us. It is Monday, May 9th, 2022. Joining me here on this episode is Jack Nunnery, my co-host. This show is created by mortgage professionals. It is for mortgage professionals and we’re so grateful to have you as our reader. Our commitment is to bring you timely information that you can read anytime, anywhere.
We got Josh Lehr coming on, who is the Senior Director of Partnerships & Industry Technology at Total Expert. We had an interesting discussion. He’s going to be bringing his thoughts about the challenges loan officers are facing right now and because of what’s going on in this unusual loan officer recruitment and the impact that all the turnover is having on a lot of companies. Be sure to stay tuned for the Hot Topic segment. There is a lot of great information from someone who has seen it from many angles.
I also want to say thank you to Industry Syndicate. They do a great job of promoting our show along with many others. Check out all the shows on IndustrySyndicate.com. A special thank you goes out to The Mortgage Bankers Association for all they do for our industry. We also say thank you to our sponsors, The Mortgage Collaborative and Lenders One. Both of these are co-ops. It’s where you co-op together and work in a more intimate setting to share best practices amongst the lenders and also us vendors to show up. We get a chance to connect with the mortgage banking community in a more intimate setting. Check out The Mortgage Collaborative and Lenders One, but by all means, be sure that you’re still a member, above all else, of the MBA.
Also, we have Finastra. Their Mortgagebot Solution does a great job of helping you connect and create an experience that is seamless throughout all the processes. I am thrilled to have the longest-standing sponsor we’ve ever had, which is Finastra, with their Fusion Bot product. Also, Total Expert, a purpose-built CRM and customer engagement platform. You need to pay attention to what Total Expert is doing in the way of automating and expanding this product. It is a leader already in the marketplace, but you are going to hear more in this episode why. It’s because of Joe Welu and what he does and who he draws into this company. It is some serious critical leadership that you’re going to benefit from as we learn from the interview in the Hot Topic segment.
Also, Knowledge Coop. I am grateful to have them as a sponsor. Check out Knowledge Coop’s new platform. It’s been launched. We are now going to be sharing our show on The Coop, as well as Mobility MMI and Modex. Both of these platforms have intelligence helping you select the right people that you want to recruit that fit with your model. We’re doing a lot of consulting in this area of recruiting right now. There is a lot of interest, and you’re going to be hearing about that again in the Hot Topic segment.
These two platforms will help you select the ones you want working for your company with the right product mix, geographics, and volume levels. There is so much information that both of these firms provide those of us in the mortgage industry. Also, Snapdocs. They have some amazing tools and they support you in your eMortgage technology initiative. I want to encourage you to check out Snapdocs’ eMortgage Quick Start Program by going to our website and to Snapdocs.
SuccessKit does a great job helping your clients create videos that are compelling to talk about their experience with you. It’s quick, easy and so effective. Also, Lender Toolkit. I’m thinking of Brett Brumley and Brent Embler. These two characters are dear friends of mine and I love what they do at Lender Toolkit. Some of the most innovative things they’re doing fit like mortar in between all the bricks. You’ve got to check out all the various tools and technology that they’ve developed.
Also, FormFree with Brent Chandler. It’s great to have their partnership as well as SimpleNexus. Lori Brewer sold her company to SimpleNexus, and some of the things that they’re doing there are so innovative. Finally, I want to talk about DW Consulting. Debbie Wemyss does a great job in helping your team and your staff create powerful, compelling LinkedIn profiles. It’s so important that you tell your story about yourself and tell it well in that fits with the rest of your company. Check out what Debbie does with her product and with her consulting. I appreciate it. Also, a special thank you goes out to Rob, Les, Alice, Allen, Matt, and my co-host, Jack Nunnery.
I’m very excited to have Josh Lehr here. He is the Director of Technology Alliances at Total Expert. Josh, thanks for joining the show.
I’m glad to be here with you.
Let’s let our audience get to know you a little bit. You, having a Zillow background, intrigued me. Give us a little insight into your career path.
It’s been pretty crazy. Since my college days, I’ve been working in financial services. I started out on the credit card side of the business. About a decade ago, I made the transition to mortgage technology. I started a company called Mortech which is a product and pricing engine in the mortgage space. Within my first six months, we got acquired by the Zillow Group, which gave me a lot of different opportunities. I started out on the product side there. I managed the pricing engine, but then it was acquired by the Zillow group. I was able to take on a number of different responsibilities, including understanding new opportunities that came in that were related to mortgages.
Also, from a partnership standpoint, I was doing a lot of industry coverage. Understanding who the players were in the space regarding LOS and Point-of-Sale, all of the new marketing and sales tech, and trying to figure out where there were opportunities for us. It’s a lot of exposure and opportunities to get out in the market and talk to different people about the experiences that they’re building with consumers. In the last two years, I’ve made the transition to Total Expert to help build out a consumer-direct offering. I am super excited to be here.There are many opportunities to get out in the market and talk to different people about the experiences they're building with consumers. Click To Tweet
I’m excited to have you here, especially when you bring that consumer direct. Many have struggled with that, but let’s start with a broader perspective. Josh, talk about the many challenges that loan officers are facing right now. I know we have inventory issues and home price affordability issues, with interest rates climbing as much as they have. Talk about the obvious and maybe some of the not-so-obvious from your perspective.
It’s interesting. We talk about inventory issues still being a problem, even with the rising rates. I was talking to one of our top producers out on the East Coast and she was talking to me about all of the pre-approved borrowers she has. It’s funny when you talk about having consumers ready to transact as one thing. You wouldn’t expect that to be the problem, but the problem that she’s running into is that she has these borrowers competing with each other over offers, even in this rising-rate environment.
There are a couple of things that you see there. An interesting problem to have is these pre-approved borrowers, but now you’re trying to find that inventory. One of the big things that we see at Total Expert is the fact that these purchase cycles are getting longer. With those rising rates, we see the ever-changing pre-approval. You’re not seeing this static pre-approval over time.
You need to stay engaged more with your consumers, and I think that’s a problem that loan officers are running into. It’s, “How do I stay in contact with that consumer over time and make sure I’m driving relevant messaging and checking in with them to make sure they’re getting what they need out of me?” If I’m not there at the right time when they do finally find that property, that’s not going to work out very well for me.
Again, we want to disclose that you guys are a sponsor. Total Expert is a chair sponsor of our show. We’re grateful to have you, but I also want to talk because we had Joe Welu talking about some of the things in his original vision for what it is. He’s hired you and with your background, you’re uniquely equipped to help loan officers do this but also advise on how consumers can use your technology effectively. Can you talk about that?
This is even going back to my Zillow days, and I guess one of the reasons I’m here at Total Expert is because of the automation that we support on behalf of the loan officer. What we saw at Zillow through a number of studies is that the majority of consumers still want that trusted source they can go to give them that advice. Even your repeat borrowers are trying to understand what product is the best fit for them.
The more that we can automate for that loan officer so they can focus on the person and build that relationship and trust with them, the more value they can provide to that consumer. We’ve said, “If we tie into the process from the point of ingesting a lead or referral from a referral partner all the way through close, we’re able to do things to supplement that messaging on their behalf.”Even repeat borrowers are trying to understand what product is the best fit for them. The more you can automate for a loan officer, the more value they can provide to a consumer. Click To Tweet
They don’t have to worry about checking with their loan processor to see if the appraisal came back and make sure the underwriting was completed. We’re able to grab that from the system and send that personalized message on that loan officer’s behalf to the consumer so that the consumer feels that personal relationship coming through. Almost a digital loan officer assistant is what we’re providing there.
I want to tie this back to your primary responsibility as Director of Technology Alliances. How do the alliances play into this?
That’s a big piece. We want to make sure that we’re creating a very fluid ecosystem from the top of that funnel through the bottom. While we can automate a lot on behalf of the loan officer, the automation is only as good as the data sources that we’re putting into it. As we look at the different partners that are involved as a part of that loan origination process, it’s very important for us to grab those data points and make sure we have a strong understanding of what’s happening through that process, whether it’s in the point of sale and making sure that consumer gets through the loan process.
If they’re not, let’s figure out how we reach out to them or through the closing process. Making sure those milestones are hit and we’re keeping that loan officer informed. One of the things that we’ve done is around our customer intelligence product. This is what’s exciting as you talk about consumer engagement. There are a number of different ways that a consumer is engaging over time with different sources, whether that be shopping for other mortgage lenders and pulling their credit or potentially listing their property on the MLS, or even more indicative activities.
Maybe they’re shopping on certain websites. Those are the things where we’re looking to build this great ecosystem to understand more about the consumer, pair that with what’s happening in their loan process and drive those insights back to the loan officers so they can reach out to the consumer when they are ready to transact.
How many loan officers understand how to use that information? One thing is to have the information. Another thing is to use it effectively. How many are struggling with that, in your opinion, Josh?
There are quite a few. You can talk to the loan officer level, even at the organization level. One thing that we identified even at Zillow is that there are so many cool data sources that you have out there, and people want to buy those data sources because they understand the insights. The problem is taking those insights and putting them into action. As you talk about putting them into action, one of the ways that we try and increase value for our users is not only by providing this automation on behalf of but also giving the blueprint. It’s what we call our expert content so that you can easily engage with these things. It’s almost to set it and forget it.
As you talk about lead nurture journeys, having those out of the box with the specific content where you can plug in your logo and go and deliver this value. That’s one thing that differentiates us. It is not only a CRM but that purpose-built CRM with so many different resources across our organization to help drive that success. We’ve seen the playbook. Let’s help you implement that. That’s one of the reasons we see such a high adoption rate.
Our loan officer adoption rate right now is 91%. You see that because these loan officers aren’t necessarily getting into the CRM on a regular basis, but they’re enrolling their consumers in this automation because they understand the value it provides in building that relationship between them and the consumer.
Engagement at that level is unheard of. Most companies are struggling to get their loan originators involved with the technology that’s being used. A complaint from business owners that I’m hearing is, “We buy this technology and the loan officers aren’t using it.” How did you achieve that level of adoption?
One of the things that we see is when we talk to these lending institutions. They find those high producers. A lot of the high producers and our customers are leveraging this automation, and they’re leveraging this automation because it allows them to do more deals and focus on the consumer. You’re not taking notes next to you or you’re not entering all of that data into the CRM. You’re leveraging everything that’s coming from this ecosystem that we’ve built to drive that automation and drive more deals.
When they have that top producer, a lot of it’s highlighting that. The cool thing is, while these lending institutions are highlighting some of these high producers or some of the processes we’re doing, we have a lot of people that are going out and building these types of materials and showing people how to do it.
If you go out to LinkedIn, you see a lot of our top users going out and explaining what a journey it is, how to build it and how powerful it is. That’s a great feeling of validation. It’s the fact that you have people that are advocates of your software. You start to see it too. When these loan officers are moving and being recruited from one organization to another, they start to ask the question, “What do you have to support my automation? Do you have a total expert in place so that I don’t have to be doing these things? I can focus on my consumers instead of focusing on the process?”
You raised a good point. A lot of systems require a lot of input from loan officers. Because of your particular Director of Technology Alliances, you’re bringing in that data. It’s a tool that they can use rather than having to interact with.
There are multiple ways they can engage within our platform because of the ecosystem we’ve built with those lead source partners to bring those leads in to drive that initial engagement with that consumer so that the consumer’s reaching out to the loan officer. The point-of-sale is to make sure that application’s completed. Even those milestones throughout, that’s where it’s acting on behalf of that loan officer instead of requiring them to enter all of that within the platform itself.
One of the things you just brought up is recruiting loan officers. We’re hearing that is one of the number one focus loan officer retention and loan officer recruiting. What is impacting a lot of loan officer turnover, in your opinion?
There are two pieces. One is the technology itself. I think loan officers, over the pandemic, realized that I could be recruited to another organization and go somewhere else. I can get these huge bonuses and that’s one thing. Someone that’s chasing that dollar, but in addition to that, the other thing that you see is that technology enablement. I can go make large margins somewhere, but if that’s painful for me, how much is that worth?
As an originator, I want to have that support from my organization that you’re going to give me that technology that’s going to make this process seamless and easy for me. As we talk about that recruiting impact, that’s a big thing. One of the things that’s interesting and that we see some lenders do within our platform is they’re not only using us for that origination process, but they’re using our engine for that recruiting process.
I’m so glad you went there because I learned this when I was at the TMC event in Miami, and I heard Joe talking about this. I was talking about this and he said, “That is a feature we developed early on but has not gotten a lot of focus.” I think with what’s going on in the market right now and the attention on recruiting, this is an important point. What are some of the features within that?
One of the cool things about this recruiting product and the fact that it uses the same workflows, obviously, being purposeful for recruiting. We have those use cases, but you talk about the engagement. The term that they always use is dogfooding. We are what we eat. As you look at this, you see lenders advertising through their recruiting process and how they engage with consumers on your behalf. You can use these automation tools when you get a new recruit on the platform.
“Let’s send them the automated SMS engagement to schedule a meeting. Let’s schedule those touchpoints through automated emails.” When people are recording certain actions within the Total Expert platform as outcomes, let’s drive that next engagement. The cool thing is you’re able to advertise that through the process, but these are the tools we’re going to offer you in terms of automation to drive better conversions with your consumers. The recruiting tools are something that’s interesting.
I talk about Jeff Walton and their InGenius data or even the CoreLogic data. Make sure you’re focusing on recruiting the right people and not only the people that you’re recruiting but who are the people that you’re losing. What is the outside look like? Are you recruiting better than what you’re losing? If you’re not, you should probably look at new technology solutions to figure out how you recruit and retain those types of loan officers that are the ones you want to get.
We do a lot of consulting and coaching in the area of recruiting, and this technology you have is really powerful in helping people do that. Talk about the importance of texting versus emails. We know the statistics. We’ve all heard them. For those that haven’t, we’re seeing a 97% to 98% open rate within seconds of receiving a text open and read. We’re seeing a 27% open rate or lower and falling with emails. It’s so important that we communicate via text. How does your system support texting?
Even going back to the Zillow days, we had that engagement with the consumers themselves, but even the engagement with the loan officer. You talk about getting the loan officer’s attention. No one is sitting in front of their email, and your email inbox is so full of things. For those immediate action items, SMS is so important and that’s why we’re driving that more omnichannel approach through our marketing automation.
We have the ability to take those leads in or take that referral in from a landing page and send that automated SMS on behalf of the loan officer or send that automated email. You can support both channels. Regardless of where that consumer wants to interact, you can approach both channels and understand how they like to communicate. Now the cool thing is that as you understand those preferences, you can modify those as well to make sure that’s how you’re communicating with them in the future.
The SMS has been extremely powerful. We have that one-way automated SMS. The cool thing is we’re pairing that with the two-way SMS product that we have available through some of our consumer-direct offerings now. Not only are you getting that automated outreach, but from a loan officer standpoint, you’re starting to understand how that automated SMS is supporting your process and see that in line with your SMS communication as well.
There’s the automated being paired with the manual and having that complete picture of how you’re communicating with the consumer over time. We’ve seen a lot of value, and a lot of lenders are driving that initial connection through SMS because they know it’s going to be front and center for that consumer.
The other thing you raised, and I want to make sure we hit on that again, is as you use this as a loan officer recruitment tool, you are showcasing the very technology they’ll have available to them if they join your firm. I think that’s an important point.
What better way to showcase it than use it? That shows a lot of trust in the technology that you’ve built with the people you’re trying to recruit. If you can show them that and tell them what it is, it gives them that confidence and where they’re going and the tools you’re going to provide. Showing them a printout or an email is one thing, but using the tool is another.
That’s such an important part of it. A lot of lenders are struggling with many things going on in the market right now, but it seems like everyone is focused on retaining loan officers and recruiting loan officers. Josh, with all the focus on retaining loan officers and recruiting new ones, what are some of the things you’re seeing out there that are working better and helping companies be more successful in that endeavor?
I think the other thing is I see more and more lenders, even at the retail level, that are starting to serve up opportunities for their retail loan officers. Looking at how you engage with consumers in this digital channel is one thing that I’ve seen. Do we potentially supplement spend on leads from a Zillow or a LendingTree to bring more traffic and opportunities for our loan officers?
In addition to that, there’s the intelligence piece as well, and this is something that’s fairly new to us. We’re taking a lot of that data that was traditionally bought at the lender level through their data and analytics teams, applied it to models that they have, and then imported it to systems like ours. We’re building that natively within the platform, and this has caught fire.
The reason it’s super exciting is that you can start to monitor the business that you have previously originated. You can understand what’s happening in their lives, and you can bring those opportunities forward at the right time. Imagine that world where you’re a top-producing loan officer and you’re fighting for new business. What if you had this tool that was bringing information forward for you when your previous customers were ready to transact again?
We talked about this a little bit but bringing information about a consumer that listed their property. If they’re listing their property, they’re probably moving on somewhere else. You are driving those opportunities forward. You’re not only prospecting new business. It’s a lot about understanding the existing consumers and that you’ve already built relationships to make sure that you are front and center when the time is right for that next transaction.
Josh, what are some examples of elements of the LO role that can be automated to not only free up their time but also drive more opportunities for loan officers?
In terms of automation, a lot of it is only day-to-day communication. When you talk about trust building between a consumer and a loan officer, a lot of that happens on that first call that might last 15 or 30 minutes or that first interaction that you have. How do I learn more about what you’re looking for in a loan? How do I make you trust what we’re providing from a product standpoint, making sure I’m getting you into the right product and that I’m going to help you close and get the keys for that new property?A lot of trust building between a consumer and a loan officer happens on the first call, which might last 15 or 30 minutes. Click To Tweet
A lot of the support activities beyond that are the things that we can automate. A lot of that is because we have data signals on those things. The cool thing is we talked about getting data signals from the point-of-sale and LOS and sending these automated emails and automated SMS. We have some lenders that are even going a step further and they’re pre-recording videos at certain points of the process that they can put into these emails.
You think about that personalized engagement of how you can create a video that talks about, “Congratulations on your appraisal. Here are your next steps in the loan process. I look forward to closing. We should be about 30 days out.” Having those canned videos within the platform allows you to still have that personal touch even though these things are being automated.
That is such a good point, and I’m frustrated with the number of people that are not taking advantage of videos. They need to. It’s so powerful. How can people overcome their resistance?
I think a lot of it is you have to take the plunge and engage in the video in its simplest form. You don’t have to create an entire end-to-end strategy, but even those touchpoints that are going to resonate with a consumer where you can build that relationship are good points to start. What I mean is think about the point of these purchase consumers. You have these purchase consumers that are out there and they’ve been trying to buy a home for 3, 6, or 12 months now because they’ve been competing with their friends across the street trying to figure out what property they’re going to buy.You don't have to create an entire end-to-end strategy. But even those touchpoints that resonate with a consumer where you can build that relationship are good starting points. Click To Tweet
That simple video recording that’s saying, “Just a reminder. I’m here for you. If you want to talk more about your loan options or increase your pre-approval amount, give me a call.” That’s such a generic video, but because there’s that relationship building going on, that personalization to say, “I’m here for you as a person,” drives so much engagement. You don’t have to do an end-to-end video strategy. That one touchpoint will show you the power of it, and it’s going to make you want to do it for the full life cycle of those transactions.
I understand the resistance. “I don’t like the way I look. I don’t like the way my voice sounds.” Those are all the things, but we’ve all been listening to your voice forever, so get used to it. Step out there and start producing videos. With little video vignettes, you can stitch them together. I think you raise a good point that people can do. For example, with rising interest rates. To be able to communicate to the borrower what’s going on and how it’s happening with rates is maintaining that engagement.
A lot of loan owners are going, “I don’t know what I’m going to say. Rates have gone up. Some of the people we pre-qualified don’t even qualify for the loans that we approved them for earlier,” but there’s the power of this tool. You came out of Zillow. I think that brings so much value to Total Expert. What are you seeing that we need to do better as an industry that you learned at Zillow?
As we go back to my Zillow days, a lot of the consumer studies we did is focus on communication. The one thing we always talk about, especially with these digital consumers, is the push button to get a mortgage and consistent engagement, especially that speed of engagement. How do we drive that automation to make sure that we’re reaching out to that consumer right away, or at least drive the automation so that way, it feels like we’re reaching out right away?
It’s because that’s what those consumers crave. They want someone that they can contact at any time and be in touch with. This is where we can augment through automation, and you even go even further. Augment through automation through our platform but the other thing is augmenting through artificial intelligence. You’re starting to see some chatbots out there that are starting to communicate on behalf of the loan officer and give those answers in real-time where maybe the loan officer is not available. The big thing that we learned is you have to have that speed of response. Without that speed of response, it degrades the trust that you have between the consumer and yourself. Driving that speed has always been a big thing, and making sure that you’re always available.
It’s a great point, Josh. One of the new features I love about Total Expert system is a feature you recently launched. It was talked about at the TMC Meeting in Florida. It has to do with Credit Watch. Explain to our audience what that is.
The Credit Watch is a part of our customer intelligence product. What we’re doing is we’re taking either lead that you’ve purchased or maybe you’re servicing portfolio or loans that you’ve previously originated with consumers. We’re enrolling these in these watches, with Credit Watch being one of those. What we’re able to do is track that consumer’s activity over time if they start to apply with a different lender. Maybe three years down the road, they’re looking to refinance and they want to apply with a different lender because your name wasn’t front and center.
It allows you to understand that consumer shopping and re-engage with that consumer. The cool thing is you can set those manual tasks and reminders for loan officers so they can do that outreach through phone, SMS or email. We also have these out-of-the-box journeys that help support the process of reaching out to the consumer, whether that be generating the firm offer of credit letter that gets sent through direct mail or engaging through an automated SMS.
It’s like, “This is Josh over at ABC Lending. I just wanted to check in and see if there’s anything that I could help you out with.” Those simple touchpoints bring into focus that consumer, “I worked with Josh 3 or 4 years ago. I should probably go back and see what his rates are and how he can help me since I’ve already built trust with that person.”
Josh, what are some of the exciting things we can look forward to hearing about in future releases with Total Expert?
We’ve talked about customer intelligence a number of times, and I can’t emphasize enough how far we’re going into that. We talk about these very indicative moments when a consumer is looking to transact. We are looking to purchase additional data sets to understand when that consumer is looking to transact in the future. Understanding more about the consumer and making these use cases readily available within our platform so lenders can take this information and drive it into action.
That’s something I’m extremely excited about. One of the things I’m super excited about is the growth of our ecosystem when you talk about technology partners. We’re expanding a lot of our existing integrations that we have when it comes to your mortgage ecosystem, but then we’re also looking to bring in a number of other features to expand our offering for our lenders and loan officer users that maybe come from other industries. I think there are a lot of exciting things to come in 2022.
I’m excited about the vision that you all have. I am very pleased to have you as a sponsor. Thank you so much. You have given us some great information in this episode. Josh, I appreciate you taking the time to be here with us. How can people connect with you? What’s the most effective way? Is it email or going to the website? What would you prefer?
To learn more about Total Expert, visit us at TotalExpert.com. Also, reach out to me on LinkedIn. I’m always open to a conversation about the industry and learning what people are doing out there that’s new and innovative.
I recommend you pick up the phone, call and connect with him. LinkedIn is such a powerful tool for this messaging. More and more businesses are coming to us through LinkedIn. You should connect with Josh and find out about his perspective, especially when you look at your business and the things you’re pondering that might be unique. He’s got tremendous experience. Again, that Zillow background that he has is so powerful, and bringing that knowledge and expertise to Total Expert and to our community. Thank you so much. I appreciate you being here.
We’re going to be diving into some developments in conversational AI, and I’ll explain why when we get into it. As things are developing, I see the need to bring back to our audience some interesting technology that’s out there, specifically conversational AI. I will talk to you more about it in the next episode. It is good to have you with us.
I want to say a special thank you to our sponsors, Finastra, Lenders One, Mobility MMI, Modex, The MBA, Knowledge Coop, Mortgage Collaborative, Snapdocs, SuccessKit, Lender Toolkit, Total Expert, FormFree, and SimpleNexus. Thank you so much, everyone, for being here. Have a great week. I look forward to seeing you back here next time.
- Jack Nunnery – LinkedIn
- Total Expert
- Mortgage Bankers Association
- The Mortgage Collaborative
- Lenders One
- Knowledge Coop
- Mobility MMI
- Lender Toolkit
- DW Consulting
- LinkedIn – Josh Lehr
About Josh Lehr
Josh Lehr is the director of technology alliances at Total Expert. In this role, Josh builds strategic relationships with industry leaders in the mortgage space to deliver a world-class CRM and marketing engagement solution. He focuses on supporting leaders at the intersection of digital acquisition and omnichannel relationships to meet the industry’s unique use cases. Josh has more than 20 years of experience in the financial services industry, predominantly focused on supporting mortgage lenders and their technology needs.