'We're a communications company that happens to be really good at doing mortgages'

While 88% of homebuyers promise to use their real estate agent again, only 12% actually do, according to JVM Lending. Why? It could be down to a sheer lack of transparency and follow-up. Speaking to MPA, Damon Kindred (pictured), a mortgage loan originator at Silverton Mortgage with 23 years of experience, said he knows why this gap is so prevalent in the market today.
‘We’re a communications company that happens to be really good at doing mortgages’
“The customer experience always centers around one word, which is communication,” Kindred said. “It always comes up whether it’s good, bad, or mid. The communication piece is always at the heart of how the customer experiences their transactions with us.
“We always have that tagline: We’re a communications company that happens to be really good at doing mortgages. The biggest way to get repeat business is to be memorable. How you communicate with your clients, what tools and resources you use, and how often you follow up after the transaction has concluded – all of that shows clients you’re not just there to close a deal. You’re there to build an ongoing relationship.
“Social media is huge here. It’s where people get their information, and if you’re connected with them, anything you post keeps you top of mind. A lot of these CRMs, you can basically set and forget it. They’ll automatically drip on them.”
‘90% of recent mortgage borrowers desired person-to-person communication’
However, technology is only part of the equation. As is the case with most brokers, Kindred believes in a mix of human effort and tech. A 2020 report by Forbes Insights, in association with Freddie Mac, revealed that 85% of firms described their mortgage digitization efforts as aggressive or very aggressive, indicating a strong commitment to technological advancements. However, this digital shift doesn't diminish the importance of human interaction. A Fannie Mae survey found that while 90% of recent mortgage borrowers desired person-to-person communication with lenders, only 50% of lenders anticipated the continued importance of such interactions.
“There has to be a physical or verbal touch,” Kindred said. “My personal belief is two times a year, you need to make an opportunity to pick up the phone or send something physical like a thank-you card, birthday card, or holiday card. That’s what drives repeat business.”
And Kindred isn’t alone in his assertions. Speaking to MPA, Nathan Young, president of North Star Mortgage Network, said he was equally skeptical about a total reliance on AI in the sector – warning brokers not to lose the human element throughout the process.
“Back in the day, we joked about it quite often, but we used to do things with faxes and wallpaper,” Young said. “They're trying to get me to respond to all my clients with AI, pretending I don't have time to deal with them. That, to me, is absurd.”
‘Be an expert with those groups’
Instead, Kindred focuses on being super specialized – and a firm avoidance of being a jack of all trades and master of none. And, with 80% of his business coming through builder partnerships, he’s honed a niche in serving new construction buyers.
“Our big thing is being involved in those communities – whether it’s hosting picnics at model homes or holiday-themed events. Pick one or two specific markets – veterans, first-time homebuyers, civil servants like firefighters or teachers – and specialize. Be an expert with those groups. You’ll get much greater penetration than trying to grab a piece of every pie.”
In addition to relationship-building, Kindred sees product innovation as a key driver of success.
“There are programs like construction-to-permanent financing, renovation financing, and bank statement loans for self-employed individuals who document their income differently. With Secure Plus, you don’t have to find a property first. You can get your loan underwritten, lock your rate, and have peace of mind while shopping.”
Technology has also revolutionized the mortgage industry, making processes faster, more secure, and cost-effective.
“Now, you can do direct verification of income and assets as long as the borrower grants access. It’s faster, more secure, and integrates with automated underwriting systems,” Kindred said. “Coming from someone who used to look up clients in the white pages, it’s so much easier now. Digital document signing and other tools ensure you’re not just staying ahead of the game – you’re staying in the game.”
And, with a focus on communication, innovation, and specialization, Kindred continues to thrive in an ever-changing market.
“We’re not just here to conclude a transaction,” he told MPA. “We’re here to build lasting relationships.”