Jan/Feb 2022 RMM

RM: If you look at AAG’s top-producing originators, what common qualities do they have? PF: Your top producers are super consistent; they’re dedicated to what they’re doing; they can tune out outside distractions; and they have a tunnel-vision mindset. Working from home amplifies it even more. Our top producers have improved because they’re at home in front of their computer. There are no outside distractions, and they are laser-focused. I would add that these people have a passion for helping the customer. It comes through in their conversations. They’re listening intently. They treat every single customer as a unique situation. They could have funded hundreds of reverse mortgages, but that next phone call they take is treated like the most important call they’ve ever taken. When you’re that intentional and focused on the person you’re talking to and you treat them with the respect that they’ve earned and deserved, those conversations stand out for me. Yes, they work harder than most, but when you listen to their phone calls, they’re textbook. They do a ton of listening, and they’re really passionate about what they do. They love their job. RM: Some people are concerned about the high level of refinancing activity going on—that businesses should be doing more to attract new clients to improve market penetration. What are your thoughts? PF: I think it’s a fair concern to a certain degree. As an industry, if we aren’t innovative in our marketing, if we don’t try new things and take chances in our advertising, whether it’s mailers or television, or web-based, you’re not fully reaching out to the consumers who could benefit from a reverse mortgage. There’s a normal ebb and flow to refinance activity, just like on the traditional mortgage side. When rates are low, consumers benefit from refinancing. At AAG, we’re constantly thinking about how we can broaden the message to break through to people who may have preconceived notions about what a reverse mortgage is and what it can be. We want to speak to those customers. All of us benefit by growing the pie. Otherwise, the industry stays extremely niche. We need a provocative message to reach a broader audience. That’s an extremely important part of growing this industry. From the Top From the Top continued from page 11 Nationwide Property Inspections and Preservation Inspections Preservation Insurance Loss Inspections REO Services Violation Management Utility Management Vacant Property Registrations Foreclosure Registrations Special Services Protecting Your Properties. Protecting You. • NFROnline.com • 800-639-2151 12 REVERSE MORTGAGE / JANUARY-FEBRUARY 2022