See the Broker, Not Just the File

October 30, 2025

This is the third article in a five-part series where I share the leadership lessons that have shaped my career in lending. In Part 2, I wrote about how Setting Boundaries isn’t a weakness, it’s wisdom – it’s a powerful act of self-respect, balance, and long-term success. Setting boundaries as a leader isn’t a limitation to your career, but a declaration.

Today, I want to shed light on something that’s deeply important: seeing the person behind the file.

In the fast-paced world of lending, it’s easy to lose sight of the human element. Deals fly in, deadlines loom, and files become numbers in a queue. Here’s the truth I lead by: our brokers are not just pipelines – they’re people. If we forget that, we lose the heart of our business.

The brokers I work with every day are more than just submission sources. They are professionals with goals, reputations, and pressures of their own – many of which I deeply respect. Behind every email is someone working hard for a client, balancing expectations, and trying to make a deal come together in a system that doesn’t always make it easy. I take that seriously.

Yes, we’re in the business of numbers. However, relationships are the real currency. In an industry that can often feel transactional, I’ve always chosen to lead with connection. The brokers I work with aren’t just clients – they’re my partners, my collaborators, and, in many cases, my friends. Some of them feel like family. We’ve weathered tough deals together, celebrated wins, and leaned on each other through the pressure that comes with this industry. I know their favorite loan programs, how they like to communicate, and what keeps them up at night when a file hits a snag.

These are not surface-level connections – their relationships built on trust, transparency, and time. When you work closely with someone day in and day out, through tight deadlines and high stakes, a natural bond forms. And when you show up consistently – with honesty, with heart, and with a solutions-first mindset – that bond turns into loyalty.

That’s why I don’t take these relationships lightly. These brokers entrust me with their business, their clients, and often their reputations. That kind of trust is earned – and it’s something I honor with every call, every email, every late-night workaround to get a deal across the finish line.

That kind of connection doesn’t happen by accident. It comes from showing up consistently, communicating clearly, and treating each file like it matters – not just because of the commission, but because of the person behind it. I make it a priority that every broker I work with feels heard and respected. That they know I’m not just here to sell a program or push volume. I’m here to solve problems, build trust, and grow together.

My time in hard money lending gave me a whole new perspective on just how imperative the broker’s role is in the relationship with the borrower. I saw firsthand how much brokers carry – not just the transaction itself, but the trust of their clients. They’re the face, the reassurance, the go-to problem solver when things get complicated. When a deal hits a bump, the way I show up as the lender directly impacts their relationship with that borrower.

That experience taught me how important it is to not only communicate clearly with my brokers, but to do so in a way that strengthens their ability to serve their clients. Because when a borrower loses confidence in the process, they don’t just lose faith in the lender – they lose faith in the broker who brought them in, and that’s not something I take lightly.

We help build and protect each other’s businesses. When I go to bat for my brokers, I’m not just supporting a deal – I’m supporting their livelihood, their reputation, and the long game they’re playing. That’s what it means to truly partner with someone. I don’t just work for my company – I work with my brokers. And that mindset is what turns a transaction into a trusted relationship that lasts.

Working in wholesale lending means living in the middle ground. Brokers come with needs, clients, and timelines. Lenders come with guidelines, restrictions, and risk models. It’s not always easy to find the overlap – but that’s where I thrive. I see my role as a bridge between both worlds.

My job isn’t just to deliver the news – it’s to help interpret it, soften the blow when needed, and offer alternatives that keep things moving forward. I don’t want my brokers to feel like they’re on their own when a file gets complicated. I want them to know I’m in it with them, ready to find solutions and advocate where I can.

One of the most valuable things I can offer my brokers is a mindset: solution-focused, not problem-obsessed. When a file runs into a roadblock, I don’t stop at “no.” I dig. I look for the “maybe,” the “what if,” the “here’s how we can make it work.”

That perspective has changed everything for my career. It’s not just about saving deals – it’s about building loyalty. When a broker knows that I’ll exhaust every option before walking away, they trust me with the next file, and the next. That kind of consistency is how long-term partnerships are built.

I’ve celebrated wins with my brokers and worked late nights trying to salvage tough deals. These relationships matter to me – not just because they grow the business, but because they make the business worth it.

That’s what I hope more people in our space understand: when you treat brokers like people – not pipelines – everything gets better. Communication improves. Trust deepens. Deals close faster. And everyone walks away feeling respected.

I’ll always believe that human connection is the most powerful tool we have in this industry. Products will change. Guidelines will shift. But the relationships we build – when rooted in respect, transparency, and care – are what create real, sustainable success.

So, the next time you’re managing a file, sending an email, or delivering an update, take a breath. Look beyond the pipeline. Remember: there’s a person on the other end – and they’re counting on you to not just see their name but truly hear them.