Expert Insights

At the core of Prosperity Home Mortgage, they are hyper-focused on communication, which includes everyone in the homebuying process. That includes the real estate agent, the lender, and the borrower. For President and CEO Justin Messer, that means thinking beyond the transaction and evaluating every engagement between those individuals throughout the homebuying journey. To create that trust requires you to constantly rethink and optimize each interaction, seeking a flawless experience by keeping each individual involved in the transaction protected and highly informed. Justin sat down with Joe Welu on the latest episode of Expert Insights to detail how Prosperity has unpacked its customer experience to identify and fill gaps to humanize the customer experience at every level and stage of the journey.

The technology conversation of GenAI has moved so fast since OpenAI and Chat GPT burst into the public eye. But are businesses just buying into the hype of AI, and does it really benefit their goals and needs? For Shashank Shekhar, Founder and CEO at InstaMortgage, he is taking AI's capabilities and augmenting them for mortgage and lending companies to solve challenges specific to the industry to improve efficiencies and productivity. What started as a curiosity has turned into creating a tangible way to positively impact business operations for loan officers, processors, underwriters, and other key stakeholders in the lending process. Learn more about how InstaMortgage builds on large language models and trains them to become more relevant to the mortgage industry in the latest Expert Insights podcast episode with Total Expert Founder and CEO Joe Welu.

The technology buzzwords for the last few years have been AI analytics, data analytics, and automation, but businesses are still unsure how to leverage those advancements in their systems. Leveraging data and connecting systems correctly requires companies to consider what they are trying to accomplish with their information. Cogneesol recently partnered with Total Expert to help the insurance industry work toward structuring and organizing data to give them a full view of their pipeline. On this episode of Expert Insights, Total Expert Founder & CEO Joe Welu was joined by Cogneesol COO Ashim Khurana and Head of Tech Services Soumojit Ghosh in Minneapolis. During their conversation, they discussed addressing the root of technology innovation, how to activate existing data, and how Total Expert’s partnership with Cogneesol through Applied Epic can help insurance agents spend more time connecting with customers.

Medicare agents and agencies have gone through drastic changes over the last 20 years, making adapting and growing with the times challenging for all involved. With a constantly growing customer base, education and personal communication has become a greater necessity to maintain and grow in an expanding marketplace. So how do you become more of a trusted advisor, leverage and grow your business, and navigate constantly changing dynamics at once?Ahead of their panel together at the Medicarians conference in Las Vegas, Total Expert Founder & CEO Joe Welu sat down with Guided Solutions Executive Director of Medicare Blake McCoy to tackle industry nuances and discuss the past and current challenges that agents face.

The housing market narrative for 2024 is shaping up to be part mystery, part thriller, part blockbuster. We know rates will come down, but when and how much? When rates do come down, what will be the biggest priorities and opportunities for lenders? And, what can lenders and loan officers do right now to help prepare for the next market shift? Total Expert Founder and CEO Joe Welu sat down with HousingWire CEO Clayton Collins to look at the data, analyze the trends, and discuss what the future holds for the industry.

Total Expert Founder & CEO Joe Well, Chief Lending Officer Da Catinella, and General Manager of Banking James White came together to discuss how shifts in the market as we enter 2024 will impact both financial institutions and the consumers they serve.With rates expected to drop throughout the year, new opportunities and new challenges will present themselves. So the question becomes: how do lenders, loan officers, bankers, and other financial services professionals leverage technology like Total Expert to identify high-quality opportunities, proactively engage customers, build relationships, and maximize the lifetime value of those relationships?Visit TotalExpert.com/customer-intelligence to learn more.

It’s a star-studded episode of the Expert Insights podcast as Total Expert Founder & CEO Joe Welu is joined by our in-house industry experts, Chief Lending Officer Dan Catinella and General Manager of Banking James White, to talk about the huge news around interest rates. Join us as they discuss what the Federal Reserve announced, how it will impact the financial markets, and what risks and opportunities this will present for modern lenders, banks, and credit unions in 2024.

Wed. Dec. 13, 2023 ended on a positive note for lenders as the Federal Open Market Committee and Federal Reserve Chair, Jerome Powell, made clear statements that rate hikes are completed and they intend to make several rate cuts in 2024. This crystal clarity should introduce stability to the market with a continual downward trend in mortgage rates through next year—and lenders should expect an increase in refinance activity. Total Expert has consulted with CEOs and production leaders this week and there was more optimism in the air than there has been all year. Total Expert Founder & CEO Joe Welu and Chief Lending Officer Dan Catinella sat down to discuss the importance of seizing this opportunity to maximize refinance activity now.

What’s in it to partner with Salesforce? That’s the question we will discuss today. Joining Joe Welu in this episode is the Vice President of Partner Ecosystem at Total Expert, Patrick Hanley. Bringing with them from the Dreamforce Conference are some of their key takeaways from Salesforce’s largest event. Patrick shares the trend of AI and how Salesforce continues to invest in them. Joe shares the importance of the trust layer in the data. Let’s join Patrick and Joe in today’s conversation to find value in partnering with Salesforce.

Join Total Expert Founder & CEO Joe Welu and VP Partner Ecosystems Patrick Hanley as they discuss the invaluable insights and they took away from experts across the technology and financial services industries while at #Dreamforce2023. As a proud Salesforce partner, we’re excited to share our experience from another incredible event. We’ll also discuss the strength of the Total Expert and Salesforce partnership and how it unlocks value and offers the best possible solution for joint customers.

We’re halfway down 2023. For anyone who knows how to stay afloat in the mortgage space, that means keeping yourself abreast of what happened and what trends to expect. In this episode, Joe Welu interviews Julian Hebron, the founder and CEO of The Basis Point, to give us a closer look at the mortgage space in mid-2023. Is the worst over despite the recent challenges and rising interest rates? Will we see a potential improvement in the next six to 12 months? Julian shares his data-driven insights, helping you navigate across issues in the lending and mortgage market—from lender profitability to affordability challenges for homebuyers. Keep your eyes open for the market realities and the constantly changing landscape of the space. Tune in to not only readily take on the hurdles your way but also the opportunities to drive your success!

Unique challenges and technological transformations are reshaping the insurance industry as we know it. How should agencies position themselves to benefit from these changes? Join host Joe Welu as he engages in a dynamic discussion with industry experts Chris Cline and Ilya Filipov. The conversation focuses on the lack of proactive communication from agents and the delicate balance between over-communicating and avoiding notice of rising costs. It emphasizes the importance of education, engagement, and offering advice to customers, along with leveraging technology to provide valuable insights and better serve clients. They also address the potential of artificial intelligence in the insurance industry, debunking misconceptions and cautioning against relying solely on general-purpose AI models. They highlight the significance of industry-specific AI applications tailored to the insurance vertical, which can enhance the roles of agents and carriers. Join the conversation to gain insights into collaboration within the insurance industry and the evolving role of talent in leveraging AI technology for efficiency and customer satisfaction.

There are a lot of changes in the housing industry right now, and with all the layoffs and right-sizing going on, it’s easy to feel like the industry is going through a downturn. But reframe that and think about it as an evolutionary process. In this episode, Joe Welu and industry leader Clayton Collins discuss how the current adjustments are pushing mediocre players out and concentrating the market share to the top players, and how this will ultimately result in better service for the end customer. This is a sensitive topic to talk about as a lot of us know someone who has been affected by these cost structure adjustments. But in reality, lending and real estate companies who were quick to right-size their workforces will find themselves in a better position as the market comes back up. Tune in and learn what’s separating the wheat from the chaff and what essential elements you need to have to be included among the top players in the industry and ultimately the winners of this evolutionary process.

The journey to the top is not all about peaches and rainbows. After all, to reach the top, you have to start from the bottom and go through steep inclines. This metaphor perfectly illustrates what Shant Banosian had to go through. Before he became a top loan originator, Shant started somewhere and went through experiences that may not be the most pleasant life has to offer. How did he rise above that and reach the pinnacle of success? He bares it all in this conversation with Joe Welu on ExpertInsights. Join in and learn how you can go a long way as long as you learn how to take the right risks, focus on what you can control, strive to become a better version of yourself every day, and most importantly, surround yourself with people who will help you along this journey to the top.

Headlines were flooded with the news of the Silicon Valley Bank (SVB) collapse, leaving consumers with questions and uncertainty. Banks and lenders, on the other hand, are trying to restore consumer confidence and make the next best move. Total Expert’s James White and Dan Catinella join host Joe Welu in this episode to make sense of the news, break it down in simple terms, and outline the opportunities. James and Dan offer tactical advice for banks and lenders on how they can lead with education and advice when engaging with their customers. As the saying goes, “Never waste a crisis, but rather lean into the growth opportunity.”

Today's market demands a deeper understanding of consumer attitudes and mindsets, which often differ from what we see in the media. It's time to ditch the outdated tactics and embrace a more personalized and authentic approach. In this episode, Shashank Shekhar, the CEO of InstaMortgage and host of the Shashank Redemption podcast, discusses how to navigate the industry. He delves into the current state of the market, exploring consumer attitudes and mindsets that differ from what we see in the media. Shashank also reveals his company's approach to educating both originators and consumers on navigating the rate environment and refinancing going forward. As a veteran of the industry, Shashank offers insights into the laws of marketing that he believes are still relevant in today's environment for anyone looking to grow their business. He also discusses the Gen Z market and how most lenders miss the mark when trying to connect with this demographic. If you're looking to build a successful mortgage business or simply interested in the industry's inner workings, this episode is a must-listen. Tune in and learn how to navigate your way into today’s market.

Consider this episode your one-stop shop for top strategies and tactical methods to help your organization drive deal flow and become a growth engine. In this special three-part feature episode, Total Expert's Chief Lending Officer Dan Catinella joins Joe Welu and discusses how to create growth opportunities. Discover how to (1) protect your pipeline and improve conversions, (2) become a customer-for-life company, and (3) elevate the quality of your communications. With the purchase market showing no signs of slowing down, implementing these best practices will enable your organization to thrive in 2023 and beyond. Don't miss this opportunity to gain valuable insights and take your business to the next level.

The industry has shifted where we now have to rely on tech and innovation to create opportunities and ride the changing tides. However, the drawback is it keeps our heads in the sand. What we need is to raise the standard. In this episode, Katherine Campbell, Chief Digital Officer for Assurance Financial, sits down with Joe Welu to discuss how we can do that and be pioneers. She talks about building a tech stack to help us stand out from the pack. Addressing the challenges that may come our way, Katherine also gives her insights on getting buy-in from your teams, overcoming resistance, and pitching adoption of tech. Join this conversation as you learn more about navigating the future of the industry.

Guess who’s back? Fintech evangelist Sue Woodard joins Joe Welu here in Expert Insights studio again, this time to discuss how banks and lenders evaluate their tech stack in today’s macro environment. Sue shares the biggest pain points of lenders in choosing and implementing the right technology, the key components lenders miss during the process, how tech providers can be seen as more than just another vendor, and more! Tune in now to know if it’s all tech stack or “franken-stack”!

Prioritization is more important than ever as lenders look for ways to grow their businesses. Customer acquisition will certainly be a key component in this regard. Fintech evangelist Sue Woodard joins Joe Welu in the Expert Insights studio to discuss the top priorities for lenders in 2023. She explains how to operationalize the right things in your organization and offer consumers with high-quality advice to help them make their homeownership dreams a reality. They share the mindset that will allow lenders to win in any market and keep their customers coming back for life. Tune in for their insight.

Named the 2022 Digital Banker of the year by American Banker, Allan Rayson has an impressive track record guiding financial institutions to success, sitting at the intersection of fintech and banking. Having most recently built Encore Bank's tech stack from the ground up, Allan joins host Joe Welu to share his journey, lessons learned, and how banks can navigate ever-changing markets while building lifetime relationships.

Returning from the biggest conference on digital strategies for the banking industry, James White, industry principal for banks and credit unions at Total Expert, joins Joe Welu to break down the key themes and takeaways from The Financial Brand Forum conference. Tune in as they discuss where banks and credit unions are focusing their attention heading into 2023 and how they can outpace their competitors with a memorable customer and member experience.

As mortgage lenders face market uncertainty among rising interest rates, there's no question lenders need to play offense to help get consumers into their dream home. Traci Huntemann-Piatt, vice president of marketing at Envoy Mortgage, joined Joe Welu to discuss how she is leading her team to tackle the market, how to remain nimble, and how to go "back to the basics" to mine your database and uncover new opportunities.

The mortgage industry continues to experience its fair share of shake-ups. As the fed raises rates and we're seeing consumer sentiment at all-time lows, trusted financial advisors are needed now more than ever to help consumers navigate choppy waters. In this episode, Total Expert Chief Lending Officer Dan Catinella joins Joe Welu to break down all of the recent headlines and find the silver lining among tumultuous times.

Lance Lemoine, president of the mortgage division at Evolve Bank and Trust, stops by Expert Insights to talk with host Joe Welu about how Evolve is modernizing its business. During the conversation the two discuss the bank's incredible retention rates, staying relevant in the current financial climate, and making data-driven decisions.Key Takeaways:[01:58] Background on Evolve Bank and Trust[03:28] Lance's story and secret to success[05:56] Sales and retention at Evolve Bank and Trust[07:26] Serving your people and the customer[09:20] On being data-driven and discussing best practices[11:23] What it means to be a modern bank, and Evolve's vision for the next decade[14:15] Stay relevant to stay alive[17:16] Lance's thoughts on the current market cycle

President and COO of FinLocker Brian Vieaux joins Joe Welu on Expert Insights to discuss going beyond a transactional mindset and delivering value to consumers by helping them prepare for life's biggest financial decisions.Key takeaways: [00:55] Brian's background and FinLocker story[05:16] Financial health and wellness, and enabling customer success[08:26] Engaging up-funnel and empowering the modern consumer[14:37] Most innovation is focused on the transaction[18:24] The Struggle of being a B2B2C platform[21:56] The importance of consumer control over their data[26:52] Possibilities with FinLocker and data management with a privacy-focus

Jason Henrichs of Alloy Labs talks with Expert Insights host Joe Welu about the state of fintech in 2022. Alloy Labs interacts with many banks that are in the middle stages of digital transformation, and Jason outlines opportunities for the future of banking institutions growing to fit the modern needs of customers.

Steve Jacobson, the founder and CEO of Fairway Independent Mortgage Corporation, joins Joe Welu on Expert Insights to share his perspective on the mortgage industry, what it takes to build a culture with a growth mindset, and his vision for Fairway for the next five years.

In this episode, Melissa Wright, chief sales and marketing officer at American Pacific Mortgage, stops by Expert Insights to talk about her real estate and entrepreneurial journey. Topics of conversation include: Living through market shifts and adapting to challengesFinding strength in marketing and bringing business units togetherCreating strong relationships and choosing great mentorsThe scale and volume of American Pacific MortgageFocusing on production, people, and profitabilityAdvice to those in leadership and sales

In this episode, Dart Bank President and CEO, Bill Hufnagel, joins Expert Insights' host, Joe Welu, to share his vision for Dart Bank and how he is leading the bank to be values-based and high tech, high touch.

Julian Hebron joins Expert Insights to talk all about mortgage financing and how current events and inflation are impacting the lending industry. Host Joe Welu and Julian delve into strategies for educating customers, optimizing budgets, and driving conversion.

In the age of digital marketing, what do lenders need to understand about connecting with the multicultural market to grow homeownership? On this episode of Expert Insights, Joe Welu and Tony Thompson discuss two ways can elevate their multi-cultural marketing in the purchase market ahead.

The concept of innovation isn't new to financial services. Yet, the elusive innovation topic continues to be a top priority for banks and lenders. Joe Welu and James Robert Lay discuss three critical roadblocks to innovation and strategies that financial institutions can use to truly achieve innovation.

Service is in banking’s soul. It’s a core part of driving growth. However, recent history in banking, especially fintech innovation, raises an important question: With fintechs winning so many new customers, does product innovation mean banking organizations can no longer depend on service to compensate for a commoditized product offering? Joe Welu is joined by Ron Shevlin to answer, is customer experience dead?

As rising rates in 2021 slow one of the greatest refi booms ever, more banks and lenders are adding mortgage servicing to their diversification playbook. In this episode, Joe Welu and The Basis Point’s Julian Hebron look at market dynamics driving this, how to plan in the current servicing environment, and what it takes to execute on a single customer experience from originations through servicing.

Technology investments have historically focused on the transactional customer experience – and in doing so the ability for banks and lenders to engage and create holistic experiences for customers has actually widened. But the path to continued growth for financial services lies within the ability to retain and engage those customers throughout their financial journey. In this episode, Joe Welu and The Basis Point's Julian Hebron discuss the opportunity in pairing servicing with the next generation of technology to create a true customer for life organization.

So many organizations say, “Hey, we need to focus on customer experience.” In theory, that sounds great. But the challenge comes in creating that focus, keeping teams aligned, and having the right tools in place. Finance of America has committed to going “all in” on customer experience, and is seeing impact on its retention and loyalty rates. In this episode, Joe Welu and Finance of America’s Chief Digital Officer Dan Catinella outline how.

Consumers are seeking a trusted financial advisor who can educate them as they make critical financial decisions. And building that trust (and keeping it) is the foundation for a lifelong partnership. As Total Expert Founder & CEO Joe Welu says, “Every interaction with your brand or your people either builds trust or erodes it.” What systems does your financial brand have in place to ensure you’re building trust and delivering a seamless customer journey? In this episode, Joe Welu and our Chief Customer Officer Sue Woodard dive into this and more.

When communicating with your customers or members, are you selling a product or an outcome? The difference between these 2 approaches is crucial when engaging with consumers and coming from a place that has their financial wellness in mind. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard discuss what this looks like in practice and how financial institutions can position their customers and members for long-term financial success.

Leading financial organizations that are out-pacing their competitors follow a no-limit mindset. They continue to push the boundaries, redefine what their organization is capable of, and exceed their customer’s expectations. But what’s the secret to reaching this mindset? Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break it down in this episode of Expert Insights.

Financial institutions can have superior messaging and a clear purpose, but to truly accelerate, they must ensure the right steps are being taken to communicate their message across all touch points with customers and potential customers. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard discuss what it means to put action behind your purpose and deliver a consistent experience that builds loyalty.

In a year unlike any other, financial institutions have been forced to innovate and take a new approach with their customer relationships. Financial institutions are being grouped into 1 of 2 categories: reactive vs. proactive. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break down how to make the most out of 2020 and position your brand for success today – and well into the future.

Customer loyalty has taken on a new meaning and become more important as the industry evolves and financial institutions uncover the true value of lifetime loyalty. In turn, financial institutions must take a closer look at their loyalty strategy starting with the very first interaction with a customer – and throughout the entire lifecycle. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard outline key steps to map out the customer journey and increase loyalty.

Misaligned sales and marketing weighs heavy on the success of financial services organizations. Aligning these two areas to deliver a singular customer journey with consistent messaging is pivotal to any growing brand. Total Expert Founder & CEO Joe Welu and Chief Customer Sue Woodard discuss the impact of orchestrating the communication between these two teams.

Customer experience is comprised of every touchpoint and interaction consumers have with your brand. From email to social to your website and beyond, every interaction plays a key role in how consumers view your brand. Total Expert Founder & CEO Joe Welu and Chief Customer Officer Sue Woodard break down the challenges many financial brands face when it comes to customer experience, and how to overcome them to turn your perception into reality.

While the market has started to make a comeback, many consumers are still experiencing financial hardship. Now more than ever, it's critical to express empathy in every communication and understand where you customer is in their stage of life. Joe Welu and Sue Woodard discuss how to operationalize empathy, and do so at scale.

Financial brands have been forced to adapt and innovate using digital technology to continue serving their customers without in-person interactions. Joe Welu and Sue Woodard discuss the necessity of quickly innovating to maintain trust and build loyalty with your customers.

Recent months have created a lot of "forced prioritization" for businesses. Joe Welu and Sue Woodard discuss the importance of analyzing and optimizing the efficiencies businesses had going into quarantine and those they developed to carry them forward for the best ROI.

The "new normal" hasn't come fully into focus; but the best-run financial brands know that taking care of customers and deepening relationships is more important than ever. Joe Welu and Sue Woodard explain how to look beyond basic acquisition and retention to move your customers and your organization to the next level.

Humans and technology have been forced together like never before this year. Joe Welu and Sue Woodard discuss how work and lives have intermingled as a result of quarantine, creating a whole new intimacy among colleagues and customers. Find out how what to take forward from a time when we've learned more about each other while being apart.