Steve Ozonian joined Williston Financial Group as a member of the board before becoming the CEO of WFG and its family of companies in 2015.
The team Ozonian has created is consistently on the cutting edge of technology and ranks “World Class” for service, with an average company-wide NPS score of more than 70 through June of this year. These impressive benchmarks have created a crucial differentiator during the COVID-19 pandemic, as businesses were forced to pivot virtually overnight to a remote-working environment.
Because of Ozonian’s technology-first protocols, all aspects of WFG were able to move efficiently into a new normal when the pandemic struck, without interrupting WFG’s levels of service. In fact, the company experienced record order volumes during this time, with orders doubling compared to the year prior during the months of May, June and July. Ozonian oversees operations at WEST, the company’s digital and fintech solutions subsidiary.
This year, Ozonian and his team launched DecisionPoint, which speeds up the mortgage lending process by providing lenders with an immediate title clearance decision. DecisionPoint is a 2020 HousingWire Tech100 award recipient. Ozonian also oversees WESTprotect, an enterprise security system, for clients to report any suspicious, possible cybercrime attempts.
Launched to clients this year, WESTprotect was originally an in-house cybersecurity service for all WFG companies. Ozonian recognized the larger role it could play to help protect the industry from cyberattacks and made the product public in the last 12 months. WESTprotect is also a HousingWire Tech100 award winner.
What has been your secret to success?
My secret to success is to learn as if you’re going to live forever and live as if you’re going to die tomorrow.