Urban Financial Welcomes New Call Center Managers

Urban Financial of America, LLC is adding industry veterans Tony Arnold and Tom Holsworth to oversee the UFA Retail Call Center business, the company announced Monday.

Arnold and Holsworth will serve as vice president call center managers at the company’s Indianapolis Retail Call Center.

“As seasoned mortgage experts, Tom and Tony combine their skill sets exceptionally well to lead and motivate our call center teams,” said Sherry Apanay, chief sales officer at UFA, in a statement. “We’re excited about the outstanding qualifications and value they will bring as we increase volume and efficiencies.”

Arnold and Holsworth created the reverse mortgage division at GMFS Lending in Indiana.

Arnold has nearly 20 years of experience in the mortgage industry, previously in sales and operational management with US Bank and HomeCourt (Novastar).

Holsworth came to GFMS after serving as director of reverse mortgage lending with Royal United Mortgage where he oversaw all aspects of the reverse mortgage business. Prior to that, he held several sales management positions in the mortgage industry.

Holsworth and Arnold focus on efficient growth through wide profit margins, they said.

“Closing 1,000 units a month is great, but if you are not making an effective profit on those units, you are really undercutting yourself,” Holsworth said.

It’s all about maximizing the sales force and lead sources to “create a profitable machine,” Arnold agreed.

Written by Cassandra Dowell

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