Michael Bair

Reflections after hitting 25,000 subscribers yesterday… Hitting 25,000 subscribers proves the mortgage industry is full of abundant-thinking leaders who love helping others. I feel incredibly grateful to collaborate with amazing people who have mastered the art and science of friendship, coaching, and strategizing. With that said, I want to personally thank those: ✅Who have watched a Mortgage Coach YouTube Video. Without you and your investment in education, there would be no Mortgage Coach. ✅Who I’ve interviewed who are among the top most successful in our industry–from authors to thought leaders. It’s been over a decade of interviewing thousands of leaders whose videos have been viewed over 2.5 million times. To me, this is the definition of a Wow moment. I’m proud of the impact we’re making in turning loan officers into trusted advisors. I’m especially pumped that we’re empowering mortgage professionals to help their customers achieve the American dream of homeownership with financial freedom faster. A special shout out to the top 1% of mortgage professionals who are willing to share their advice, best practices, and scripts on YouTube. I’ve never been more energized about what’s ahead for our industry and the role I feel privileged to play. Cheers to 2025 being a year of abundance for everyone! #TrustEngine  #MortgageCoach  #FirstHomeIQ

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Instant Confirmation >= Instant Payment What I love about this article is how utilizing RTP over Wire not only saves customers money but creates a better end user experience. Yes, wires are equally as fast as RTP, but the processes to originate the two are totally different.

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Breaking Free from Stripe’s Ecosystem: Why Independence Matters Earlier this week, I spoke with a partner who had been focused entirely on payment processing. When I asked if they were offering payout solutions, they said, "We don’t have one. It makes it really difficult to compete with Stripe." Did you know: ‣ Many businesses today are locked into Stripe’s proprietary ecosystem, where the flexibility to choose what’s best for them is no longer an option. Stripe’s tools are convenient, but they come with at a cost, and with very real risks: ‣ No independence: You can’t choose best-in-class providers for risk management, compliance, or payouts. ‣ No redundancy: You're vulnerable with no fallback options in place. No token freedom: Once you’re connected to Stripe, there’s no turning back. ‣ Limited Global Reach: If Stripe doesn’t operate in the country you need, you’re locked out. At MassPay, we give our partners the freedom to choose what’s best for their clients. Our Payment and Payout Orchestration platforms empower you to offer the best-of-breed solutions that meet your clients’ needs. If you’re ready to compete with Stripe and offer your clients more, let’s talk about how we can help you win more business. 👉 https://hubs.ly/Q02SX4zL0

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Becoming a Customer Success Manager (CSM) is achievable. (Yes, Really) I've witnessed individuals from diverse backgrounds, such as mortgage specialists, teachers, and salespeople, successfully transition into this role. The key is unwavering determination. Many successful clients have shared their journey with me. They all have a powerful 'why' that propels them through the tough times. You have to start somewhere: -Be prepared to look like a fool -Embrace the discomfort -Begin even when you're uncertain -Start before you feel ready. Expect to make mistakes. Over time, you will improve. 1. You will face fewer rejections 2. You will start getting interviews 3. Eventually, you will land the job. The initial discomfort is part of the process. Take the first step today. Start applying. Remember, this is a grind. Job hunting often involves months of rejection before you get that one 'yes'. Trust the process. Remember, becoming a CSM is not just about securing a job. It's about fulfilling a dream. Don't let the fear of failure or rejection stop you. Keep pushing forward. Take that first step today. Your journey to becoming a CSM starts now.

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Journey mapping customer processes is REALLY important. If you don’t understand the journey your customer will be traveling how do you design an effective process to solution for said customer? My journey today involves exiting a cell phone provider, but customers whose phones were lost, water damaged or stolen would be stuck on this same awful loop. Let’s travel this one together! 2.5 hours on the phone with a cell phone carrier explaining to one agent after another that their transfer pin journey is broken. It went something like this: ME: I’ve transitioned my phone to ABC cell phone company, they’ve requested I get a transfer pin. I’ve already gone to the app, the app says it’s sending a pin via text, no text comes. I’ve tried sending the link to all 6 of my phone lines. It’s not working. AGENT: ok go to our app, log in and request a pin ME: I’ve already tried that, you’re sending the pin to the phone I’ve transferred, but because you’ve locked the number, I’m not getting the text because it’s stuck with my number you won’t transfer. I have no idea why it’s not coming to any of the other numbers. AGENT: ok, I’m going to generate a pin and send you a text on that very same number ME: that won’t work either because you’re texting the same number your app is texting, which didn’t work, and it’s still locked. AGENT: ok I sent the text, did you get it? ME:🤦🏼‍♀️🤦🏼‍♀️🤦🏼‍♀️🤦🏼‍♀️🤦🏼‍♀️🤦🏼‍♀️ ME: the last agent who helped me couldn’t get the text to work so she emailed me AGENT: I don’t know how to email you, let me transfer you for next level support ME: repeat same exercise 356 more times ME: just cancel number I will get a new one, I don’t have 2.5 more hours to ride this ride AGENT: ok, you will continue to be billed for this line until your cycle date of 8/17/24 ME:🤯 As a customer I had to solve the issue to break the cycle of repeating my story 357 times, I had to ask them if I could just get a new phone number instead of trying the transfer pin, and I had to argue to not be charged for an extra week for a services they weren’t rendering. Anyone else frustrated? With so much focus on CX across industries how do we continue to leave customers in these broken journey loops? Thoughts?

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If your organization, whether big or small, is not actively looking for ways to improve its digital experience for both your customers, and your team members, you may get left behind by both groups! In the financial services arena, digital loan origination is one of those #1 priorities/opportunities for improvement! Together with Crescent Digital - Salesforce Partner - Kaeon D. and Nafisa Mohamed, Mohana R. Vamsi Velampati I am definitely looking forward to hosting this discussion. The Leadership Xperience #digitaltransformation #changemanagement #leadership #strategy

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Don’t update or change your contact center QA form until your read “false hustle”. Ebook is less then 5 bucks. Link in the comments!! #callcenter #contactcenter #qa #callcentergeek

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Dear Patelco Credit Union - You're having a serious crisis, I get it. I've never done one of those "X just happened, and here's Y things I've learned," posts here on LinkedIn before, but you've inspired me. Here's a few learnings from one of your members: 1) Don't wait over 24 hours to send out an email communicating there's a problem. I knew there was a serious problem when online banking crashed on me on the morning of the 29th. We didn't hear from you until late in the evening on the 30th. This is people's money, livelihoods, and financial futures - you needed to get out ahead of this on the same day it happened. 2) Own up to what happened so we can prepare better. Have more information in your email about what's going on than I can find on Reddit. It's one thing to acknowledge there's a problem, it's quite another to put to rest rumor and speculation about it, which you haven't. If you've been hacked, we need to know. If you're being held hostage by ransomware, we need to know. You might think this is all about you, but since you've completely shut down, it's actually all about your members and how we need to prepare for the consequences of our data, SSNs, bank account numbers, balances, credit, and more falling into the wrong hands, ASAP. 3) Don't try and mitigate my experience when I go to your bank in-person and ask you about the implications for accounts you own. My mortgage is due today, and you telling me there shouldn't have been a problem when I tried to pay it on the 29th (when I discovered your online baking wouldn't work) doesn't actually solve anything. What are you doing to ensure mortgage holders at your credit union won't get dinged for late payments because your systems are broken? You had no answer, and your staff tried to make it my problem that I was attempting to make a payment two days ago that wasn't due until today.

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“The future is coming fast, i.e. ‘The Shift in Mortgage.’ I can't tell you how many conversations I've led around ‘calling for refi's’ or executing on a ‘customer for life’ vertical in your business... One is tactical, the other is strategic.” Thank you Craig Davis for this insightful comment on my Amazon Mortgage post. This highlights some significant shifts happening in the mortgage industry that we need to be paying attention to: 1. Rapid change in a traditional industry: Despite being a long-established and often conservative business, the mortgage industry faces rapid technological and market changes. Those who lead with data and advice will win. 2. Necessity of adaptation: Change is inevitable and something to be embraced rather than resisted. Mortgage advisors must proactively adjust their business models rather than wait until they fall behind. 3. Tactical vs. Strategic approaches: Right now there are two different strategies at play a) short-term, reactive strategy often used when interest rates drop. b) "Customer for life," which involves building long-term relationships with clients beyond just the initial mortgage transaction. 4. Business building: It’s essential to build your business with these opportunities in mind: leveraging the right tools and technologies to facilitate “speed to need,” changing customer engagement strategies using tools like Mortgage Coach, and ensuring you are educating yourself on what the top 1% are doing, then taking action to implement a game plan. 5. Leadership is changing, and so is your role. Now is the time to actively guide others through these industry transformations. For mortgage professionals, this means: -> Leverage TrustEngine to optimize your database and meet the customers where they are -> Develop comprehensive financial advisory services beyond just mortgages -> Create personalized, long-term engagement strategies for clients -> Stay informed about industry trends and potential disruptors -> Balance short-term tactics (like refinancing campaigns) with long-term strategic initiatives Is there anything else you would add? #TrustEngine  #MortgageCoach  #AlwaysBeCoaching

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🚀 Credit Unions, it’s time to evolve! Millennials are now the largest generation, and we want more than just a company to borrow from. 🔑 Our team has been talking with borrowers and has put together an article to highlight 5 key ways credit unions can win over millennials. Let me know if you disagree with any of them? 1. Digital-first: If we can’t do it online, we’re just going to go elsewhere. 2. Guidance: Don’t just sell products—help us reach our financial goals. 3. Community impact: Show us how you’re giving back. Why you? 4. Personal touch: Understand our unique needs (this doesn't mean doing it manually). 5. Sustainability: Profits are great, but social responsibility matters. Focus on these, and the growth will follow. 💡 #FinTech #Millennials #CreditUnions #Growth

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Hot take: retention is better than acquisition. 🔥   I keep having these conversations about retention. (I know, for fun, but I'm a nerd ok??)   A good friend of mine was talking about a recent transition in her job after spending 10 years helping her company grow their brand and their bank account. And she had to FIGHT for the raise she deserved. So she turned in her notice when the fight turned into constant bickering.   Retention is EVERYTHING.   From retaining hard-working employees by paying them what they deserve, to the importance of customer success after the sale.   I mean sure, new hires and client acquisition is super hot. You get that blip on your CRM scorecard or you get to make a splashy LinkedIn announcement.    But seriously, how much time and energy did it take to get them to say yes?   Unfortunately, once they're in the door that new hire is relegated to annual self-assessments with a grading rubric, or that new client gets a customer service number with a half-baked user guide. Before too long, they may start to look elsewhere if their needs aren't met. 👀   Compare that to the time and energy it takes to KEEP them and I think you see where I'm going here.   EVERYONE wants tools to succeed and the sense that the person/company/product they're working with cares about their needs.   With some planning and resources, you can keep that new hire happy and engaged and thriving for your business. You can keep that customer using your product, buying more of your products, and advocating to others to buy from you.    BOTTOM LINE- Being intentional AFTER the hire/sale will do more for your bottom line than losing them to attrition. 📈

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🤔 ❓ What is larger in the US? Credit card debt or home equity? 🏡 Home equity is by far larger, 30x! 💰 📈 The largest source of wealth in America is homeownership. HELOCs are blowing up right now. A few quick stats... - Home equity is at record highs, $30 Trillion - Homeowners sit on an average of $193K in available equity per household - Homeowners tend to get a new loan every 7-10 years 4 of 5 homeowners will get their HELOC from someone other than their original lender. ⚔ The great home equity battle is on! I hope you're well equipped for the fight.

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What’s keeping mortgage compliance professionals up at night? 📱 Social media and UDAAP compliance 💡 Creative marketing tactics that create more risk 🧑‍💼 Loan officers their personal and professional identities on social media These were some of the topics discussed at our most recent Mortgage Industry Roundtable, hosted by PerformLine Get more context around these issues and see the rest in our recap blog here: https://lnkd.in/eHPitHr2

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One of my favorite conversations on Chrisman Commentary's Now Next Later. Sasha Stair, CMB® and I spoke with Tammy R., the COO of Kind Lending. Takeaway 1 for NOW:  Is it our system that’s the problem or our process? Sometimes lenders like to blame systems but could it be you’ve made minimal or no change to your business? This is a powerful theme that continues to come up on Now Next Later. How and when do you trust the technology you bought or that you are considering? Too often, lenders buy tech and then don’t trust it. It’s doubly painful cause then the money is spent AND efficiency did not follow. Takeaway 2 - WIIFM = What’s In It For Me? Always lead with WIIFM for your audience. True for MLOs and Executives alike. Adoption = know your audience. Key point from Tammy: Relationships will remain central to everything we do. Between business partners - internal and external - as well as the key customer service functions. For example, externally, concierge will always be a part of the process. Internally, remember WIIFM includes fear or insecurity about implementing something that feels “threatening.” It’s normal and natural that even your best people might feel threatened during implementation/adoption. It’s human nature. Do not deny it and find ways to drive implementation AND incorporating your team into the process. Rob Chrisman Paul Gigliotti https://lnkd.in/g5SkzzGN

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True story: I just found out that I had a large amount of money stolen from my credit union’s account yesterday. It was done using a real check with my routing and account numbers on it plus a fake name and address, paying that same name with that name’s signature on it. My name is nowhere on that check. My bank, which is supposed to use my name and my signature to protect my money as the first and most basic line of defense completely failed me. It says it will return my money in two weeks if the investigation rules in my favor, and attempted to reassure me that my money is safe with them. The sad thing is that there’s little point moving institutions because this could happen at any of them. They use common vendors and software for clearing checks, or build their own, and there’s diminishing need for computer system quality or empowering employees to do the smart and right thing anymore. There’s just not enough impact to companies when problems occur to force them to do better. So please, when you are significantly impacted by what companies consider allowable risk while rushing to market or aiming for better profit margins, make it known more so we can increase the impact on them collectively. Escalate it, use social media pressure, file complaints with consumer protection agencies, and involve law enforcement and lawyers when you are can and it makes sense. But please, do it with kindness for the unfortunate front line people with no power to act. And even for those who do have power to act as they may engage better with firm kindness. Even if they don’t, you’ll be better off for it. Anyway, happy holidays whoever you are “George M Hope in North Brunswick NJ”. You may have thwarted me today, but you haven’t ruined my holidays because money doesn’t rule my life anymore. ❤️

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#CSMjokes 🤣 The Struggle is Real:  Journey to Customer Advocacy So, you think making a customer advocate is just a hop, skip, and a jump? Think again. It’s more like a marathon with hurdles...in the dark...and the occasional tripping hazard called “customer expectations.” Customer Satisfaction – I mean, who doesn’t love trying to keep thousands of people happy at once? Easy, right? (cue nervous laughter) Advocacy – The Finish Line – After countless calls, endless emails, and a “few” cups of coffee, you finally get there. The customer is not just happy; they’re ready to champion your brand! This isn’t the official "Customer Journey” (I saw you, analysts). These are unofficial stages we CSMs know all too well. 😉 Two truths can exist, CSM can do everything right and customers will still churn. P.S. If you missed my post on keeping customers satisfied (aka surviving this ride), go check it out! Love to read your thoughts 👇 #letsconnect #letsgrowtogether #customersuccess #customerexperience #CustomerSuccess #customersupport #linkedIn #letsconnect #customerexperince #saas #opentoconnect

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Transformation is more than just a buzzword—it’s the difference between staying hidden and being seen. When the [CA-based FinTech leader] approached us, they had an exceptional product and a loyal customer base, but there was one glaring issue: their voice was lost in the din of social media. Bigger competitors with hefty marketing budgets were drowning them out. Our mission was clear: 1️⃣ Manage one executive’s LinkedIn account 2️⃣ Build a social selling framework with a core team of employees 3️⃣ Equip their sales teams with effective lead-generation strategies Within two weeks, we witnessed a remarkable transformation. Their LinkedIn presence surged with 44,000 new impressions, a number that not only stood out but also challenged the norms of today’s algorithm-driven landscape. But the true transformation was seeing their marketing message break free from obscurity and start resonating with their target audience. This wasn’t just about more impressions. It was about reshaping their entire approach to social selling. Their brand went from being one of many to a recognized leader that people couldn’t help but notice. When you hear, “I’m seeing them everywhere!” it’s not luck—it’s the result of a carefully crafted strategy that transforms how a company engages with its audience. Ready to transform your company’s LinkedIn presence and cut through the noise? Let’s connect and make it happen. 🔽 🔽 🔽 👋 Hi, I'm Graham. Thanks for checking out my Post.   Here is what you can do next 🔽   ➕ Follow me to see me in your feed   🔔 Hit the bell on my profile for Post notifications   💬 Share your ideas or insights in the comments   ♻ Inform others in your network via a Share or Repost

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