Have you ever organized counseling for a jailbird? Or explained to a Native American chief how a reverse can be done on sovereign tribal land? Or been tasked with gathering the right people to close a loan on a historical property? If you have, you might be a reverse mortgage account executive  just like me, who deals with these kinds of crazy situations on an almost daily basis. I should probably call it a day in my life as an AE! I think the job I do has so many angles, twists and turns that no one day can ever be predictable. And it hasn’t gotten any easier as the program guidelines and competition have changed. How often has it been said over the last few years, “Where did all of the easy loans go?” or “I think I must get all of the tough loans”?

I often describe my position as reactionary because a lot of the time, I’m asked to help put out fires when our clients need it most. I sort out some of the most complicated situations, mediate through feelings and facts, and in the end, try to bring about awareness and education regarding our HECM products and FHA guidelines to reach a level of mutual understanding. This is no complaint—these are all the reasons I love my job and find it exciting, challenging and motivating.

While I have more than 12 years of experience in the reverse mortgage business, I still get hit with the, “you just can’t make this stuff up” scenario. Trying to convince an underwriter that a hobby farm owner isn’t a commercial property even though he’s a member of the “Goat Guild” is just one example! I am fortunate to have some amazing resources to call upon (at AAG, of course), who come together to help me get the answers we need to get the borrower to the closing finish line. I owe all of my knowledge to the very well-versed and patient underwriters, processors, closers and managers with whom I have worked over the years. My present team out of Arizona raises that bar even higher.

So, that’s one side of the coin: The management of tricky situations with knowledge, speed, accuracy and a bit of grace never hurts! Now, finding the right kind of partner and aligning the pricing, technology, service, product and company culture begins. That partner needs to trust that their AE will be their voice and their advocate. If a partner feels heard and understood and hands over a situation they trust me to handle, I know I’m doing my job right. There is a bit of an art to managing both the internal and external customers at times and in no way have I mastered it, but this is ultimately what I’m in place to do. I strive to achieve this synergistic potential in every situation and at every level of communication. It’s often felt that underwriting, policy and procedure are at odds with sales. That’s not the case at all—or at least it sure shouldn’t be. We all have the common goal of getting loans closed. While underwriting and management have their perspective and responsibility to uphold guidelines and protect the company, the only way everyone stays employed is to make sure loans get closed and funded.

Then you have the rather unusual dynamic of working with such a large retail shop. Leads running into each other, brand perspectives and company egos—it’s all an interesting play in which you understand both sides. I believe that a company with strong retail and wholesale divisions can not only survive, but also thrive and leverage opportunities for more growth and success.

I think the industry as a whole has evolved and become much more customer-centric when it comes to both business-to-consumer transactions and business-to-business relationships. I know for certain that is the environment I currently operate in at AAG. Customer awareness on the part of a business partner or a borrower, and customer service based on logic and commonsense, sure have made my job as enjoyable as it can be. That said, when working with the puzzle pieces of a particular loan, it is still about the need to set reasonable expectations as to what is really possible and acceptable. I call it turning the gray into black and white. I find that whatever the outcome, if a partner comes away with a full understanding and some education, we’re all better for it. Knowing and understanding the “why” behind the “what” makes everyone feel they’ve gained knowledge and respect. I know I continue to learn things daily, which helps me be the resource I need to be.

The other aspect of this position I thoroughly enjoy is getting to know each individual partner’s culture and personality. No two reverse mortgage shops are alike, just like no two borrowers are alike. Nothing replaces a handshake, smile and conversation when attempting or continuing to gain trust, which of course is winning the business. It’s important to have an increased understanding of who your partners are and what that company is all about so that you can better serve their needs.

As with everything in life, it’s all about that global work/life balance we try to achieve, as well as all the little goals in between. The success of my position rests heavily on navigating this balance, attempting an even scale with every step I take.