The mortgage industry has transformed itself and has continued to lend its reliable services to its clients straightforwardly. Industry leaders, especially women, are now implementing a fully integrated and seamless digital approach to mortgage lending that simplifies the borrowing experience and streamlines the process for employees in the community and credit unions.

1. VOL 07 | ISSUE 14 | 2021
Leanne Myles
An Expert Mortgage Broker Obsessed With the Client Experience
Most
EMPOWERING
Women
IN MORTGAGE
INDUSTRY, 2021
THE
Compassionate Approach
Bringing New Perspectives
to the Table
®

4. A Perfect Way
to Find Your
Home: Mortgage
t is well said that 'there is no place like home.' We all
Iknow that homely feeling, and it was what we tend to
come back to at the end of the day. For many, owning a
home is still a dream that longs. However, it is possible to
get one step closer to that dream through a mortgage
without contemplating. For decades, mortgages have helped
millions of people to achieve their dream of owning a
house.
Over the years, the mortgage industry has transformed itself
and has continued to lend its reliable services to its clients
straightforwardly. Industry leaders, especially women, are
now implementing a fully integrated and seamless digital
approach to mortgage lending that simplifies the borrowing
experience and streamlines the process for employees in the
community and credit unions. Women leaders go above and
beyond to deliver personalized, continuous, and proactive
support and services to the clients designed to drive your
organization's success rate. This drive has also encouraged
aspiring women and young professionals to step into the
mortgage industry to bring a fresh perspective into the mix.
In addition to a fresh perspective, innovation, new
technologies, and corporate acumen drive digital
transformation to create working insights to develop
strategies to make the dream of owning a home a reality for
everyone. Technology has made it possible to go ahead of
the traditional relationship model, and clients are being
provided with high volume and low margin products. The
utilization of application platforms is implied to leverage
market opportunity, which establishes a wider banking
relationship with clients. A transformational shift has
increased access to banking services for all and has made
Editor’s Desk

5. banking processes efficient, making the mortgage
industry more forthright towards its clients.
Therefore, Insights Success recognizes these
disruptive changes and has handpicked those
encouraging leaders who created their own
successful sagas with dedicated endeavors, grit, and
determination in this edition of "The 10 Most
Empowering Women in Mortgage Industry, 2021.”
Featured on the cover of this edition is Leanne
Myles. Leanne has been disrupting the mortgage
industry landscape as the Senior Mortgage Advisor
at Clinton Wilkins Mortgage Team. She has also
founded the More than Mortgage Brokers Society as
a way for all brokers to work together towards a
common fundraising goal.
Dive into more alike and inspiring stories of such
inspiring leaders and spread the word about their
contribution to make this world a better place.
While flipping through the pages, make sure to scroll
through the articles written by our in-house editorial
team and CXO standpoints of some of the leading
industry experts to have the know-how about the
industry.
Happy Reading!
editor@insightssuccess.com
Aditya Gaikar

6. CONTENTS
Cover story
10
20
Article
Leanne
Myles
An Expert Mortgage Broker
Obsessed With the Client
Experience
Compassionate
Approach
Bringing New Perspectives
to the Table

7. 32
16
22
28
36
CxO Leader’s
Viewpoint
Emerging Technologies Driving
Profound Change
Dalia
Barsoum
Redefining Financing for
Income Properties
Dana
Brashear
An Unmatched Mortgage
Expert
Jen Du
Plessis
Empowering Mortgage Professionals
to Achieve Personal and Professional
Breakthroughs for Success
Veronica
Love
A Result-Driven
Mortgage Expert

8. sales@insightssuccess.com
July, 2021
Editor-in-Chief
Senior Sales Manager Business Development Manager
Marketing Manager
Technical Head
Technical Specialist Digital Marketing Manager
Research Analyst
Database Management Technology Consultant
Hitesh Dhamani
Managing Editor
Anish Miller
Executive Editor
Aditya Gaikar
Assistant Editors
Jenny Fernandes
Visualizer
David King
Art & Design Director
Asha Bange
Associate Designer
Kartik Balapurkar
Kshitij S Peter Collins
John Matthew
Sales Executives
David, Martin, Vaibhav
Business Development Executives
Steve, Joe, Saurabh
Jacob Smile
Aditya Marry D'Souza
SME-SMO Executive
Amol Wadekar Frank Adams
Circulation Manager
Robert Brown Stella Andrew David Stokes
Shubham Dali
Co-designer
Copyright © 2021 Insights Success, All rights reserved. The content and images used in this magazine should not be reproduced or transmitted in any
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Reprint rights remain solely with Insights Success.
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11. Brief
Company Name
Xeva Mortgage
xeva.ca
Luisa Hough
Mortgage Professional
XEVA Mortgage makes sure you get the best mortgage
available for your needs.
West Gate Bank
Mortgage
westgate.bank
Dana Brashear
Senior Mortgage Advisor
Family-owned since established in 1968, West Gate Bank is a
true community bank.
Leanne Myles
Senior Mortgage Advisor
Clinton Wilkins
Mortgage Team
teamclinton.ca
Clinton Wilkins Mortgage Team works diligently for clients
and is onsistently recognized by the industry and media for its
expertise in the mortgage lending space.
Jaxzann Riggs
President and Owner
The Mortgage Network
themortgagenet
workonline.com/
The Mortgage Network is a privately held Colorado
Corporation formed in 1985, with the mission of providing
superior lending services to the home-buying public and their
Realtors.
AnnieMac Home
Mortgage
annie-mac.com
Meg Ryan
Branch Manager
AnnieMac Home Mortgage is a nationwide mortgage loan
provider dedicated to the principle of service — to clients,
employees, and its business partners.
Dalia Barsoum
President and Principal
Broker
Streetwise Mortgages
treetwisemortgages.com
Streetwise Mortgages is an award-winning mortgage
brokerage, focused on providing tailored mortgage strategies
and top notch lending advice to clients.
Emily Vondrak
Director of Strategic
Operations
Paramount Residential
Mortgage Group
prmg.net
As a privately held mortgage banker and residential home
lender, PRMG has successfully helped many borrowers
purchase and refinance their homes throughout the United
States.
Sarah Collins
Mortgage Agent
Mortgage Intelligence
Inc mortgage
intelligence.ca/en
Mortgage Intelligence is one of the largest and most respected
national mortgage brokerages in Canada, with Mortgage
Consultants across the country.
Jen Du Plessis
Influencer Keynote
Speaker, and Mortgage
Lending Expert
Kinetic Spark Consulting helps real estate agents and small
business owners by offering educational training, speaking and
coaching to help them achieve their goals and dreams for
success.
Kinetic Spark
Consulting
kineticspark
consulting.com
Featured Person
Veronica Love
Senior Vice President
TMG The Mortgage
Group
mortgagegroup.com
As one of Canada's largest national brokerages, TMG has built
a reputation as leading-edge residential and commercial
mortgage experts, delivering unique mortgage options from
over 50 lenders nationwide.

12. Leanne MylesClinton
Senior Mortgage Advisor
Clinton Wilkins Mortgage Team

13. Leanne
Myles
An Expert Mortgage Broker Obsessed
With the Client Experience
‘‘ ‘‘
‘‘
We work diligently
for our clients and
are consistently
recognized by the
industry and media
for our expertise in
the mortgage
lending space.
‘
Cover Story

15. Like every other industry, the mortgage industry is
experiencing changes in the use of technology, and
evolving to meet client and partner needs. Brokers
are searching for the best ways to collaborate with lenders
and customers by finding unique opportunities to leverage
modern technology.
Although the mortgage lending industry has always been a
profession of uncertainties, companies and loan originators
are facing a more unprecedented market than ever.
With a compassionate approach, Leanne Myles is changing
the face of the mortgage industry. Leanne is a Senior
Mortgage Advisor at the Clinton Wilkins Mortgage
Team. Additionally, she has founded the More than
Mortgage Brokers Society as a way for all brokers to work
together towards a common fundraising goal.
A Source of Inspiration
Clinton Wilkins, owner of the Clinton Wilkins Mortgage
Team and a top producer in the industry, has been a big
source of encouragement for Leanne. For the past three
years, he has been helping her take her career and passions
to the next level, and she has never looked back. While
emphasizing teamwork, Leanne says, “Each one of us on
the team has a specialty. I know home equity lines and
alternative business really well, Alex can do construction,
Clinton has high net worth clients, and Ashley will take on
tougher deals. We all have our niche and because there are
four of us focusing on different specialties, we serve the
greater population.”
Battling for Stability During a Pandemic
The COVID-19 pandemic has impacted many fields in
different ways, including the mortgage and finance industry.
According to Leanne, COVID-19 has actually increased the
need for financing. People are on the move, working from
home, and making big changes to their lives, all because
they can. She says at the Clinton Wilkins Mortgage Team,
it took about one week to go completely virtual. The
company placed an emphasis on growing the team and
expanding their locations to serve as many people in the
community as possible. The team has been offering online
services to meet pandemic restrictions, while still increasing
productivity and efficiency for clients.
Due in part to the pandemic and rising housing prices, this
industry is already experiencing its next big challenge,
which is capacity. Leanne says, “If our lenders, appraisers
and partners don’t hire soon, we will not be able to provide
efficient service to our customers. At Team Clinton, we
hired before this happened and got ahead of the curve.”
Learning from Walking in Client's Shoes
Leanne has a deep passion for relating to her clients. She
has experience with major life events such as marriage,
children, divorce, bankruptcy, death, and illness. Her
husband was diagnosed with heart failure in 2011, shortly
after they bought their own home. Leanne says these
experiences have allowed her to learn a lot about people.
These challenges helped her better understand the
difficulties some borrowers face in their personal lives, and
offer compassionate guidance through the mortgage
process. She states, “If you have never been through a life
event that has affected your credit, you can’t even imagine
what that is like.”
Making People Happy Defines a Positive Work Culture
“Having a positive environment is everything. If you don’t
keep the people happy you don’t get the production,” says
Leanne. At the Clinton Wilkins Mortgage Team, the group
has a manager who ensures everyone is on task and happy.
In May, the team had a paid day off to encourage a work-
life balance, and to acknowledge the need to take a break
and step back.
Backing Women Sports in the Locality
Leanne is an avid supporter of her local junior B team. Her
husband’s grandmother played hockey in 1913, and now the
couple wants to ensure there is always hockey for kids to
watch here. Wishing to give back to her community, this
year Leanne became a hockey team sponsor. As a team,
Clinton sponsors the local Canadian Premiere Soccer
league, and Leanne sponsors the local ladies team. Leanne
says, “This year as well, I have decided that since COVID
is doing its thing, I am throwing a socially distanced drive-
through prom. While I have to get the Chief Medical Officer
to approve it, we have it set for late June with a backup
date for July.”
‘‘
‘‘We consider
ourselves
newsmakers and
breakers. In
other words, we
like to be the
best.

16. Giving Back to the Community
When it comes to giving back to the community, Leanne
doesn’t shy away. As part of her efforts to advance the
mortgage brokering profession, she served as Director for
Nova Scotia with the Canadian Mortgage Brokers’
Association Board of Directors, Atlantic Division in 2017.
Her most recent charitable work involved paying mortgages
for sick people, so they have one less thing to worry about
while undergoing treatment for their health through the
More than Mortgage Brokers Society.
Flexibility in Financial Norms
Often, credit or income issues can prevent a person from
being added to a deal, usually in the case of married
couples. Leanne says, “I would love to see a day when
couples can enjoy ownership together without the banks
saying yes or no.” If a person’s spouse dies but they are not
on the title for their home, for example, Leanne believes
this creates huge challenges for the person left behind. She
believes financial institutions should improve their policies
for these situations to prevent extra difficulties and barriers
for surviving spouses.
Support of 4300 Strong
Leanne advises emerging women entrepreneurs who are
stepping into the financial and brokerage industry to not
only lean on the broker, but also on the Women in the
Mortgage Industry (#wimi). “We are 4300 strong and
willing to help you in any way we can,” says Leanne.
Adding More Support to Get Ahead
Looking ahead, Leanne says,“Every single day is an
opportunity to learn. With over 600 transactions happening
in our offices every year, we are able to see what is possible
in the work of the team.” The company has big plans, and
Leanne personally wants to hit a target of 80 million in
mortgage volume for 2021.
Clinton Wilkins also wants to get ahead by adding more
professional brokers to the team. “It’s not necessary for
them to be a huge producer. It’s important that their
personality and principles fit with our group. We aim to be
the largest producing brokerage with the best customer
service, and I can tell you we are getting there,” Leanne
says.
®

17. kimberly Khoury
Paving her Way in Sustainability Development
&
&
The
20
BUSINESSWOMEN
to Watch, 2020
SUCCESSFUL
Most

18. 16 | July 2021 www.insightssuccess.com
Dalia Barsoum
Founder and Principal Broker
Streetwise Mortgages

19. Dalia Barsoum
Redefining Financing for Income Proper es
omen in the mortgage aren’t just leaders but
Wextraordinary. They are shaping the landscape of
the mortgage industry by bringing passion, a
compassionate approach, and a social and economic equity
lens to the business. One such ardent mortgage professional
is Dalia Barsoum, the Founder and Principal Broker of
Streetwise Mortgages.
Dalia is a multi-award-winning mortgage broker, public
speaker, and an Amazon best-selling author of Canadian
Real Estate Investor Financing: 7 Secrets to Getting All the
Money You want.
Dalia holds an MBA in Finance from Dalhousie University
and is a fellow of the Institute of Canadian Bankers
Association. She has been recognized by Canadian
Mortgage Professionals (CMP) as the #1 Canadian small
markets broker (2020), a Global 100 Mortgage
Professional, a Woman of Influence, a CMP Hot List, Top
75 Broker, and a multi-award winner of the Manulife
Outstanding Customer Service by an Individual Office.
An Uphill Growth
Dalia started streetwise in 2011 after over 20 years of
multidisciplinary experience in the financial/banking sector,
spanning Wealth Management, Personal and Commercial
Banking, Strategy, and Technology.
Dalia is passionate about Real Estate investing. Using Real
Estate as a powerful vehicle in growing one’s wealth,
coupled with her desire to make an impact by helping
others prosper and her desire for financial freedom and
better control over her time, lead Dalia to leave a rewarding
career with the banks and start Streetwise Mortgages. She
combined her personal experience of owning and financing
rental properties, deep finance, and wealth background to
come up with a unique exclusive methodology in the
mortgage industry for financing investment properties;
TM
called “ The Financing Roadmap ”.
The financing roadmap methodology combines the
principles of financial/strategic planning with mortgage
financing for investment properties. It enables Canadians to
build and scale a portfolio of investment properties at the
most optimal cost of capital.
Over the years, Streetwise quickly grew up the ranks of
Canada’s small market broker and has been recognized
within the Real Estate investment community for its
strategic, non-biased advice, ability to scale portfolios, and
excellence in client service experience.
Driving Forces
Having her first child while juggling a demanding career at
the bank and daily commute with a growing family are the
key life events that fueled Dalia’s desire to change from
corporate to entrepreneurship.
She bought her first rental when she found several better
ways to grow one’s wealth after reading about it in her first
real estate book, Rich Dad Poor Dad.
Besides, she says, “I also lived through the Gulf war as a
teenager, and that taught me some valuable life lessons,
including to trust and keep our hopes up and to keep
moving forward even if all signs show darkness.”
The Ups and Downs of The Pandemic
In Dalia’s opinion, the pandemic has resulted in a lot of
fear, uncertainty, and panic for clients, lenders, and
employees alike.
From a client’s standpoint, Dalia observed concerns about
liquidity, income loss, softening real estate prices, and
potential tenants’ defaults on rents. On the lender’s side, she
observed tightening and regular changes to the lending
policies. For employees, a changing work environment due
to having kids at home and increased workload as
employees spent more time supporting clients caused an
increased level of stress, anxiety, and burnout.
17
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The 10 Most Empowering Women in Mortgage Industry, 2021

20. Despite these challenges, Dalia’s team and the company
thrived during the pandemic.
The immediate focus was on its team, providing them with
wellness/mental support and flexibility. The team was also
forthcoming with timely financing strategies to help clients
increase liquidity, manage market risk, and position
themselves for any opportunities that may surface.
Dalia’s team was in constant touch with mortgage key
lenders to quickly understand any lending changes. They
also improved their internal due diligence policies and
efficiencies to help their lenders mitigate risk and better
manage the increased mortgage volumes.
Maintaining the Positive Work Culture
The heart and soul of Streetwise is its team. It ensures that
everyone is happy, engaged, and growing personally and
professionally in the culture it fosters.
Streetwise provides work from anywhere/any time
arrangement, attractive compensation, professional growth,
support, and mentoring. It carries out team events, weekly
team alignment meetings, and access to leading personal
development platforms.
Keeping Up with Technological Advancements
While sharing her thoughts on utilizing newer technologies,
Dalia stated that innovations in delivering better client
experience/service levels and enhancing efficiencies and
productivity are a must.
With millennials being a powerful driving economic force
as time advances, it is essential to be in tune with their
servicing and advisory needs and aligning internal
processes and technology accordingly. It is a massive
opportunity for many businesses, including mortgage
brokers.
Offerings to the Community
When it comes to giving back to the community, Dalia
mentions that Streetwise Mortgages is part of the 100
Brokers Who Care community, an initiative where
participating brokers come together every quarter to donate
$10,000 to a deserving family.
It is also in the process of launching the Streetwise
IMPACT fund. This initiative donates a percentage of the
commissions earned to the client’s select charity on every
mortgage transaction.
Moreover, Dalia is the chairwoman of PIPCA (Property
Investment Professionals of Canada), a not-for-profit
industry association that she has formed in collaboration
with industry practitioners to elevate the standards of advice
for Property Investment in Canada.
Marching Into the Future
In her envisioned plans at Streetwise, Dalia says, “We are
here to elevate and touch as many lives as we can. 10,000
Canadians by 2025.” Streetwise plans to get there by being
the number one brokerage to work for in the income
property financing space and continuing to deliver
innovative financing solutions and leading advice to
Canadians looking to prosper through Real Estate investing.
Advising the Future Generation of Entrepreneurs
Dalia believes that you can succeed if you want to, even
though the industry may seem crowded. She advises
emerging women entrepreneurs to pick a niche and become
excellent at servicing that niche. She says, “Seek the advice
and support of successful colleagues and mentors who can
help you navigate the industry and avoid the mistakes. Do
not let negativity and fear paralyze you or stop you from
pursuing your dreams.”
“Most importantly, your name is everything in this industry.
Protect it. Do the right thing all the time. Always do what is
best for your client, even if there is no immediate
commission. Always go above and beyond with value and
service,” concludes Dalia.
“Helping
Canadians
prosper
through
Property
Investing.”
18 | July 2021 www.insightssuccess.com

22. PERSPE
PERSPE
There are endless opportunities for women in
business because of their compassion,
curiosity, and vision to get things done.
Businesswomen possess these qualities and execute
them in many new fields. They have made their marks
in almost every sector, and the mortgage industry is no
exception.
When it comes to helping the people, women hold a
deep passion to help clients, the community, and all
the people around them. This helps in mortgages
because it is an industry where you are involved in
business dealings and contracts. Currently, we are
witnessing women climbing the top positions in the
mortgage and finance industry and improving people’s
lives.
The Business Opportunities
Opportunities are all around in the mortgage arena;
one just has to plan to get those. Businesswomen’s
personality fits right in these opportunities by adding
their best plans for the customers and the company.
With their experience, they have become a crucial
workforce in mortgage, investment, and financial
services.
Being involved in the finance and mortgage sector
means you will be dealing with sensitive topics like
money, loan, and investment. This role comes with
great care and responsibility, so businesswomen need
to build deep awareness while working. This goal can
be achieved by identifying one’s strengths and
weaknesses, as it is all about teamwork and achieving
the goal together.
The role of technology has also been very crucial for
the development of women in the mortgage. With the
advancements of technological tools and the inclusion
of digital transformation into the business arena, the
business world has become a lot easier.
Shaping the Future
Mortgage professionals are always searching for new
methods and techniques to meet clients' and
organizations' needs. Businesswomen in the mortgage
are putting their leadership skills and extensive
BRINGING NEW
BRINGING NEW
20 | July 2021 www.insightssuccess.com

23. ECTIVES
ECTIVES
TO THETABLE
knowledge into practice and shaping the overall
mortgage industry.
Stepping into the mortgage industry means facing a
lot of challenges to implementing the thorough
mortgage process. The industry is ready to experience
the leadership of women in the mortgage.
Businesswomen need to ensure the requirements of
the clients and have to keep up with the market
changes. The future is full of opportunities for women
in the mortgage. We are going to see the landscape of
women leading and handling the mortgage industries
successfully. The future is a lot safer in the hands of
women in the mortgage, and they are ready to take on
the world with their exceptional leadership skills.
Female Leadership is Vital for the Mortgage
Industry
However, there is a dire need for women in the
mortgage industry, as they bring a compassionate
approach and new perspective to the table. Their
perspectives carry the potential to disrupt the
conventional ways of mortgage processes. This gender
gap can be filled by encouraging young women in the
profession early and showing them the many career
path options available in the mortgage industry.
Watching women doing great in the industry gives
confidence to other women to pursue a career in the
mortgage industry.
Conclusion
We are already in the age where women are in the top
leadership position in not just mortgage but every
other field. The aim is to develop a deeper
understanding of the industry with the changing
market and client’s needs of the mortgage industry.
TO THETABLE
Compassionate Approach
21
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24. Dana Brashear
Senior Vice President,
Correspondent Mortgage
Channel Manager
West Gate Bank
22 | July 2021 www.insightssuccess.com

25. Dana Brashear
An Unmatched Mortgage Expert
changes. These two items took an enormous amount of
buy-in from the staff. While we had the expertise needed,
it was challenging to switch things up and retool in a time
when production kept increasing.
Being a recognized business leader, what is your opinion
regarding the impact of the COVID-19 pandemic on
Financial Services? And how has West Gate Bank,
managed to overcome this significant challenge?
COVID-19 pushed all of us further into the digital age. As
an organization we had to be nimble, be proactive and adapt
to different environments. We pivoted to remote staff, with
essential personnel onsite to ensure we maintained our
customer service levels. We implemented Mobile Mortgage
in order for customers to apply for their mortgage loan
through their mobile device. In addition, we launched
ITM’s in 2020 to offer customers more self-service options
and a more dynamic experience.
What people, what books, what life factors have
influenced and impacted you?
Almost everyone I come into contact has influenced my life
in some way, but the one with the most impact would be my
grandmother. She worked her hands to the bone, yet they
were also gentle when need be. She instilled the thought
that innumerable possibilities lie within me. I carry this
thought with me everywhere and apply it to everyone. It’s
difficult to recognize your own achievement at times, so my
philosophy is to help others foster those possibilities and
embrace their greatness.
I also have a dear friend and mentor that helped me when
struggling with my career path many years ago. He
encouraged me to self-evaluate and define what I love about
my skills. This led me to where I am now, building teams
and watching them thrive.
aving the right mortgage products coupled with
Hexcellent service is essential as a Correspondent
Lender. Whether you are looking for Delegated,
Non-Delegated, or Broker lending authority, Dana Brasher
at West Gate Bank® Correspondent Mortgage Service can
aid you in increasing your mortgage loan volume both
quickly and accurately as an exceptional mortgage expert.
Dana is currently the SVP and Correspondent Mortgage
Channel Manager at West Gate Bank. She joined West
Gate Bank to manage their correspondent customer base,
direct the sales sta ffand oversee project management within
the mortgage department. While those continue to be her
directives, her job description has obviously grown. “We’ve
expanded our footprint, tripled our production and
implemented several technology initiatives in the last few
years. It’s amazing to witness such growth and be on the
ground floor making it happen,” says Dana.
With 15+ years in the banking industry, she manages the
day-to-day responsibilities of the mortgage department in
the areas of project fulfillment and TPO Channel customer
management. In addition, she aids the department in
achieving sales and customer service goals, oversees
product development and assists in the development of
client policies.
We, at Insights Success, caught up with Dana to unveil her
diverse career challenges and experiences in the mortgage
industry.
Below are the highlights of the interview:
What were the challenges and experiences you came
across prior and after joining West Gate Bank?
Previous challenges that bled into my current role were the
hesitancy to adapt to technology and initiating process
The 10 Most Empowering Women in Mortgage Industry, 2021
23
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26. What is your thought on the necessity of a positive work
culture? In what ways do you implement it at your
organization?
A positive work culture is a successful one. While it’s easy
to purchase lunch or do a team building activity when
you’re in the office, COVID-19 really made us delve deeper
into how we can create positive work culture while being
disbursed throughout many locations. We became
increasingly aware how disengaged staff could become.
Communication, empathy, and celebrating challenges kept
us a cohesive unit throughout the year and moving forward.
It was vital to schedule quick, frequent check-ups on our
teams. Although productivity increased, burnout became a
concern. Communicating market changes, projected
volumes, trends, etc. ensured everyone was informed, gave
leadership the opportunity to reiterate our goals, and
recognize challenges hindering the team.
In recognizing these challenges, empathy was an enormous
contributor to our culture. Listening as our staff identified
what wasn’t working and proposed enhancements to our
processes, fostered an environment of learning and created
opportunities for improvement.
Knowing the challenges our team faced and surveying not
only the small wins but the challenges as well, generated
buy-in from the team as they helped tailor the solution, and
we celebrated that success together.
What is your opinion on the necessity for businesses to
align their offerings with newer technological
developments, especially when it comes to New Home
Loans and Refinancing?
I believe it is crucial to implement current and future
technology, not only at the point of sale, but throughout the
entire manufacturing process. Leveraging technology aids
in scaling your business model, maximize efficiency, and
most importantly, adds convenience for your borrowers.
Adding staff isn’t always the answer when productivity
increases. As the market cycles, layoffs are inevitable, the
extra space is underutilized, and morale lowers. The right
technology at the right price can help you scale without
engaging a hiring manager or taking a hit to your budget.
Credibility
is a key
component
to success
in FSI.
“
“
“
“
24 | July 2021 www.insightssuccess.com

27. However, software has its limits. With many aggregators
trying to customize their borrower’s experience, a one size
fits all approach is unattainable. This creates a hybrid
approach where leveraging technology to pick up
efficiencies is necessary; however, a human element adds to
the experience.
The market is primed and ready to experience advantages in
tech. With the rise of mobile applications as well as e-
closings, and remote notary, the end-to-end process can be
completely remote. This is very attractive to today’s
consumer and aligns with their purchasing habits and value
of time. While customer service will always be needed, the
consumer ultimately has more control over the transaction
and stays informed throughout the process.
In what ways have you contributed to the community?
If given a chance, what change would you bring in loan
mortgage for clients?
From Habitat for Humanity to various literacy initiatives as
well as donating to impactful organizations, West Gate
Bank commits countless hours to our communities in which
we serve. Our focus is to continue to aid our communities
with housing initiatives and provide products and services
that enhance our partner’s offerings so that their
communities can benefit equally.
How do you envision on sustaining your company’s
competency in a cutthroat and volatile world of
business? Where do you see your company in the next
five years?
In the next five years, I see a more consumer driven
automated manufacturing process that will enable
sustainable growth, expansion into new markets, and a
wider menu of products. Implementing necessary
technology and strategies to keep up with market demand,
all while delivering the same customer service our clients
are accustomed to.
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30. Jen Du Plessis
Empowering Mortgage Professionals to Achieve
Personal and Professional Breakthroughs for Success
Jen Du Plessis
Influencer,
Keynote Speaker, and
Mortgage Lending Expert
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31. Jen believes“You can Live your Legacy while building
it and when you work on purpose you can easily play
with passion.” Jen is an industry Influencer,
Keynote Speaker, Mortgage Lending Expert, Podcast
and TV Show host, and #1 Best Selling Author.
Known as America’s Mortgage Mentor, she guides
mortgage and real estate sales professionals who feel
overwhelmed in their daily routines; resulting in sabotaging
their personal lives for the sake of their business, to
multiply results in record time - while having the courage to
say YES to their personal lives!
With 4 decades in the Mortgage industry, Jen reached the
top 200 of nationally ranked originators, was in the top 1%
for over 15 years, and she has personally funded over $1
Billion in mortgage loans.
Jen is recognized as an Influencer in her industry as a #1
Amazon best-selling author of LAUNCH-How to Take
Your Business to New Heights; Host of two podcasts – Top
Ranked Mortgage Lending Mastery and Success to
Significance: Life After Breaking Through Glass Ceilings.
Today Jen is passionate about empowering mortgage and
real estate professionals to achieve personal and
professional breakthroughs so that they can stop the daily
chaos, by mastering their priorities to master their lives,
attracting clients rather than chasing them, exponential
growth rather than hitting the reset button year after year;
and working on purpose to be able to play with passion!
In an interview with Insights Success, Jen sheds light on her
inspiring journey and her contribution to the mortgage
industry.
Below are the highlights of the interview:
Take our readers about your position at Kinetic Spark
Consulting, and your journey since inception.
I incorporated Kinetic Spark Consulting, LLC in 2013, and
have been coaching for over 20 years; well before I retired
from origination 3 years ago; following a 35-year career in
lending. Helping others with their own success provides me
so much joy, so in 2014, on a whim, I started a podcast
called Mortgage Lending Mastery, to be able to answer
questions I was receiving from around the country. Little
did I know that it would be the catalyst that would allow me
to transition out of lending and into my passion today.
The 10 Most Empowering Women in Mortgage Industry, 2021
I'm delighted to have a boutique coaching firm that focuses
not only on increasing production, but also adding value to
the lifestyle of my clients during the process. Our goal is to
help loan officers and realtors, live their legacies while they
are building them!
What were the challenges and experiences you came
across throughout your journey?
Gaining exposure with target markets is the number one
goal for growth in the early stages of business.
After being recognized in the top 200 loan originators in the
U.S., I was invited on numerous stages to share secrets,
strategies & sales tactics with others, which led to expanded
opportunities outside the mortgage business.
I was having a busy travel schedule, time away from my
family (counter-intuitive to my company's mission), and
misappropriated dedication to the true growth of my
company -mentoring others. My goal has always been to
enact change in the lives of people I’m speaking to, and to
help them achieve massive growth, while simultaneously
transforming their professional & personal mindset.
Being a recognized business leader, what is your opinion
regarding the impact of the COVID-19 pandemic on
Financial Services?
The COVID challenge was like many other market swings
I’ve experienced. My initial response was to ensure my
clients understood the technicalities surrounding the
secondary market changes. Secondly, we shifted the focus
to then becoming a leader to their clients and referral
partners to reduce public fear and anxiety.
I’ve been concerned about the short-term gain for long-term
pain. While many originators had their best year with loans
It’s your time to
ignite and climb
to new altitudes.
‘‘
‘‘
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32. Years ago, I was merely the token woman in a male-
dominated sales force. I was constantly told I couldn't be a
top producer. I toughed it out, focusing on activities, facts
and results; and therefore, climbed every ladder this
industry has to offer.
Today, it's easier and more profitable than ever. The only
thing holding any woman back is her own limiting beliefs.
I’d say, let them tell you can’t- then show them what you
can do!
How do you envision on sustaining your company’s
competency in a cutthroat and volatile world of
business? Where do you see yourself in the next five
years?
I am excited for the future! As the owner of 4 businesses, I
see endless opportunities ahead. Women are innately better
at building relationships (great for growth), demonstrate
compassion (charitable & community involvement),
curiosity (wonderful for client retention), frugal (highly
competent with vision, planning, strategizing, and
budgeting), and are highly organized (can multi-task, get
things done, and delegate where needed). My team and I
possess each of these qualities and are executing on many
new strategies. What I'm most looking forward to in the
next few years is to continue my own personal &
professional growth to enable me to continue share and help
my clients' growth.
We are in pre-production for a new TV show I’m hosting,
called “Tell me I Can't” - where we explore stories of
people who overcame adversity in their lives. Also, a new
book of the same title that will provide ideas & strategies
for women in business, to show what is possible.
Additionally, we’ve re-entered the in-person speaking,
workshop, and retreat arena for more connections,
masterminding and support for those wanting growth &
sustainability in this rewarding & prosperous industry.
This industry requires work, no doubt. What I’ve found is
that when I slow down long enough to do the work,
formulate & concentrate; momentum & stability for success
is easier to achieve.
So, stop talking, take action, get the results!
falling from the sky; these were the same people struggling
in 2019; who were wondering if they should stay in the
business. The effects of COVID-19 propelled everyone into
massive levels of production without the foundation or time
needed to manage or sustain the volume.
Many originators may find themselves back where they
were before the pandemic. My goal is to help them
recognize this phenomenon to ensure growth longterm
What is your opinion on the necessity for businesses to
align their offerings with newer technological
developments, especially when it comes to New Home
Loans and Refinancing?
In his book, The Millennial Samurai, George J. Chanos
shares with readers the concept of a technology tsunami.
We will see more technological change in the next five
years, than combined over the last 150. I witnessed how
quickly the mortgage industry adopted during the
pandemic. Traditionally a slow-to-adapt industry, the
swiftness was quite impressive. Those who adapted
improved their performance levels. Others did not.
What would be your advice to the up-and-coming
women entrepreneurs aspiring to enter the Financial
Services Industry?
For the last 40 Years many women, like myself, have
worked tirelessly to pave the way for future generations.
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34. Sandrine Desbarbieux-Lloyd
Vice President
Digital at Samsung
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35. Emerging
Driving
Technologies
Profound Change
T
th
he 4 Industrial Revolution is here. The 4th
Industrial Revolution is a fusion of advances in
artificial intelligence (AI), robotics, etc. I believe
that this new era of tech will drive profound change and
these changes have already started in many ways.
Artificial Intelligence:
AI is not new; it is already happening everywhere.
Algorithms pre-recommend the content we see and watch
and the products we buy across all areas of our lives today.
But it is going to accelerate exponentially and it is going to
completely change the ways we live and work.
While few occupations are fully automatable, 60 percent of
all occupations have at least 30 percent technically
automatable activities*, leaving people to focus on more
valuable activities.
The potential for AI is everywhere, in everything we do at
home and at work:
• What we don’t want to do – repeated boring tasks i.e.
data crunching and reporting
• What we can't do – collect and analyse huge amounts of
data i.e. predict illnesses
• What we don't know yet we can do – help us make
better decision, help us create new roles, and new things.
For example, Machine learning, within AI, will profoundly
impact employees and leaders as people. We are moving
from the age of interaction to delegation. Currently, having
an assistant is typically a luxury reserved for either senior
people in organisations, or wealthy individuals. With AI, in
the near future, most people will have assistants which pre-
select, and even choose what’s best for them. It is also
referred as ‘bot to bot’. This means in the near future, as
well as focusing on producing good quality content for
humans, we will need to also focus at the same time on
enormous quantity and volumes of content for machines.
Machines need volumes of data to digest to make
recommendations. We will need to start marketing to
machines. That’s a big change for marketers like me, we
need to think differently.
Through AI, Samsung is developing a user-centric, highly
personalised, intelligent, multi-device ecosystem that
provides useful benefits to enrich our customers lives and
make them more efficient.
An example of this is within the home- Samsung is bringing
its expertise in the Internet of Things and artificial
intelligence to make appliances “smart,” and capable of
learning about users’ preferences for a truly tailored
experience.
Leader’s Viewpoint
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36. Voice:
In the next 5 years, 40% of Gen Z will expect to access the
Internet by using their voice alone**, so voice commerce
has got the potential to become as big if not bigger than
mobile commerce. This new technology will also
exponentially increase in use with the roll-out of 5G, smart
assistant devices and IoT. Again, that represents an amazing
opportunity to help customers by simplifying their lives
AI’s continuous evolution has meant that we can continue
to refine our customers experience of using voice
commands across all of our devices. The key is to make it
helpful and useful to customers at a time in their purchase
journey which is most relevant, otherwise it could be seen
as too intrusive.
Augmented Reality:
The Augmented reality market is estimated to grow from
USD 10.7 billion in 2019 and projected to reach USD 72.7
billion by 2024; it is expected to grow at a CAGR of 46.6%
from 2019 to 2024***. This is going to improve the ways
we deliver online shopping experiences, whether that is on
social channels or on video chats for example… so
customers can try before they buy. This new technology
will become also very important to training of internal
teams or external partners, etc.
Sandrine Desbarbieux-Lloyd is a senior executive with over 25 years of international experience, leading organisations in the
implementation of strategic change and digital transformation. She is the European Vice President of Digital at Samsung,
where she oversees digital sales and marketing, a multi-billion pound business across 34 countries in Europe. In this role, she
is driving Samsung’s digital transformation including major innovation such as machine learning applications.
Previously, Sandrine was the Director of Marketing and Digital at Avis Budget Group with the responsibility for all digital
platforms and marketing programmes across Europe, Middle East and Africa. In this job role, she focused on growing the
digital business, specifically direct channels, and successfully increasing revenue year-on-year.
Sandrine has also held several senior e-commerce, digital and marketing roles for internationally recognised consumer brands
including BT, LACOSTE, AXA, BAA, E.ON and BUPA.
Notable in her career is the national launch of broadband and Wi-Fi for the first time in the UK. This extremely challenging
role involved defining the wireless strategy for BT Group following the de-merger of 02, building a mobility business,
launching BT Openzone the UK’s first Public WLAN service, and the re-launch of BT Mobile a new SP/MVNO business.
About the Author:
No two homes are the same, and many of us are looking for
ways to personalise our appliances to fit our needs. We are
always listening closely to our consumers to learn about
any inconveniences that can be solved through innovation.
By connecting Samsung appliances to SmartThings and
equipping with artificial intelligence capabilities, customers
can personalise how devices operate, and make it possible
for the devices to learn about customers’ homes.
Blockchain:
Blockchain will also completely change the way we do
things as well. Instead of businesses storing their valuable
customer data to a central server in one location,
Blockchain technology brings with it a decentralised model.
It breaks the data into small chunks across the network.
Effectively, businesses will only be able to store and use
very limited parts of customer data at specific times. No
longer owning customer data will change most business
models. We need to get ready for that too. And that’s within
a context of growing focus on privacy in advertising and
data protection. So it is only going to become more and
more important. From an experience perspective, at
Samsung we’re continuing to evolve our customers mobile
experience, making it easier than ever to use blockchain on
Galaxy devices. Users can now manage and trade virtual
assets from third-party wallets on Samsung smartphones.
34 | July 2021 www.insightssuccess.com

38. Veronica Love
The value that women bring in any industry is
praiseworthy. A mortgage is also one such industry
where the value women bring to the table is
appreciated by lenders, brokerages, and clients. Their
exemplary leadership skills, financial acumen, and
empathetic approach have brought a drastic transformation
in the mortgage industry and encouraged other women to
pursue a career in it. One such empowering woman is
Veronica Love, the Senior Vice President of TMG The
Mortgage Group. Veronica is truly one of the most
passionate and giving members within the Canadian
mortgage brokering and real estate landscapes. Throughout
the past 16 years, she has held various progressive roles
within mortgage brokering and real estate industries where
she continues to leave a positive impression for her industry
efforts as well as selfless community service and monetary
donation/volunteer work.
Debbie and Grant Thomas founded TMG The Mortgage
Group 31 years ago. The company has grown to 1050 plus
agents from coast to coast across Canada. It strives to
maintain a respected reputation with lenders and clients as
leading-edge mortgage experts who deliver on the
company’s Vision + Values. Veronica joined TMG in April
2019, and since then, she has been instrumental in the
milestones achieved by the company.
A famous quote by a South African Anglican cleric and
theologian, Desmond Tutu, states “Do your little bit of
good where you are; it’s those little bits of good put
together that overwhelm the world.” Veronica loves this
quote and passionately inculcates it in her leadership
approach.
Celebrating Highs and Boosting Each other during
Lows
Veronica believes that it is 100% imperative to have a
positive culture in the organization. There is a reason TMG
The Mortgage Group can confidentially use the hashtag
#TMGFamily. Even with the growth the company has
experienced, it bridges the gap across Canada, so its agents
get to know each other and support each other. It does this
through virtual meetings and virtual awards.
Moreover, Veronica’s team conducts mastermind sessions,
which they all call BrainTrusts, with a mix of agents from
different provinces at different levels in their careers. The
company also fundraises for amazing causes like the
Breakfast Club of Canada to unite everyone in TMG for
giving back. Then, it also organizes fun in-person events
like its annual TMG Summit Conference, where everyone
reunites in-person to learn from each other and guest
speakers. In addition, it also hosts holiday parties, summer
fun events like bowling days, costume-theme parties,
paintball outings, and even does blood drives together
competing against different regions to help support its
communities. Veronica asserts, “Working in the mortgage
industry can be like riding a rollercoaster. There are highs
and lows – not often are you coasting. We look after each
other. We celebrate the highs and boost each other during
the lows. That is key to our 31-year culture and why we feel
like family.”
Utilizing Technology to Fund Mortgages Faster and
Easier
Veronica further mentions that when the pandemic hit,
TMG adapted quickly. It hosted over 1000 hours of virtual
training in the first year and had continued to offer
education weekly to its agents. As a result, its agents are
funding more business than ever. Each month has been
record-breaking months for TMG The Mortgage Group.
TMG agents are experiencing higher commissions than
ever and are utilizing TMG’s proprietary technology to fund
mortgages faster and easier for their clients than ever
before.
Moreover, TMG developed a deal processing system called
Hurricane, which allows its agents to collect documentation
virtually and package deals more efficiently for its lender
partners. Its agents have increased their usage of its CRM,
monthly newsletters, and stay-in-touch campaigns and have
embraced the customized marketing its marketing
The 10 Most Empowering Women in Mortgage Industry, 2021
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39. Veronica Love
Senior Vice President
TMG The Mortgage Group
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40. department offers. As a result, the company is connecting to
more clients and referral partners than ever before and
making it quicker for them to have their mortgages
processed.
Raising Funds for Amazing Causes and Educating
People in Process
When it comes to giving back to the community, Veronica
stands tall. Whenever an opportunity presents itself, she
embraces it head-on. She enjoys meeting great people,
bringing people of similar interests together, raising funds
for amazing causes, and educating people in the process.
She’s always amazed at the generosity of those in her circle
when she embraces various causes.
Since 2003, Veronica has supported Women's Shelters. She
helped build the Royal LePage Shelter Foundation,
deciding through some of her own childhood struggles that
this was a cause she wanted to support. She has been a
monthly donor to a few shelters for years as a result.
Veronica has been a member of the Rope for Hope Toronto
Make-A-Wish event committee, helping to put together the
huge fundraising Toronto event. Since 2015, Veronica has
been the Team Captain for the Women Wish Granters Team,
which has raised more than $180,000 for Make-A-Wish. A
top fundraiser for the annual Toronto event, Veronica has
singlehandedly raised $37,000 of that total!
Veronica has encouraged many women in the industry to
join her for this rappel down prominent buildings in
Toronto – the highest rappel being 35 stories! Each year,
she raises funds through social media and often even at
events. She even dedicated her 40th birthday party to it with
tickets for raffles and a silent auction!
In 2016, Veronica raised more than $1,500 for One Walk to
help conquer cancer for Princess Margaret Hospital
Foundation, walking the required 25K.
Veronica is also on a mission to be a 100-time donor to
Canada Blood Services. She donates as often as she’s
allowed.
This past year, she joined 100 Brokers Who Care as a donor
and voting member, dedicating gifting to families in need
across Canada.
Veronica’s full list of ongoing community service efforts is
too extensive to list in full.
Having Confidence and Being Open to Ask
Veronica believes that there has never been a better time for
women to be in the mortgage industry. To emerging women
leaders in the mortgage industry, she says, “Lenders and
brokerages alike are valuing the leadership and sales skills
that women offer and support their voice on panels, in
boardrooms, and especially with clients. Clients appreciate
the authentic, caring, and educational approach many
women offer.” Therefore, she encourages women to know
their worth, have confidence in themselves, and ask. “Those
that ask for business receive. Those who hold back don’t,”
she adds.
Respecting the Transparency and Efficiency
In conclusion, Veronica mentions that TMG has a solid 30
plus year foundation. Lenders and insurers partners respect
the transparency and efficiency it brings to them. Brokers
and agents are looking for full-support brokerages, and that
is what TMG offers. This is just the beginning. The past
three years have been the fastest-growing yet. TMG will
continue to offer its agents training so they can do more
with less effort, support to remove obstacles and help fund
files, a family-like environment for them to feel a part of a
community they can benefit from, and ensure transparency
in commissions while negotiating the best offerings for
them and their clients.
Since 1990, TMG
continues to help
hundreds-of-thousands
of Canadians get the right
mortgage solution to suit
their financial needs.
“
“
38 | July 2021 www.insightssuccess.com