The mortgage process is more about people, than numbers.
In this episode of NRG Insights, Ky Benjamin, Operations and Lending Director at Century Capital, joins Marcus Nanson to talk about the mortgage customer journey and why every role in the industry, whether broker, underwriter, or lender, plays a part in sales.
With experience across underwriting, lending, and operations, Ky explains how financial professionals can better understand customer needs, build stronger relationships, and align their roles with business success.
What’s inside this episode...
✅ The key stages of the mortgage customer journey
✅ Why every role in financial services is connected to sales
✅ How underwriters and lenders can improve relationship management
✅ Balancing traditional lending with modern technology
✅ The impact of mentorship, learning, and career development
✅ How company culture influences the lending experience
Whether you’re a broker, underwriter, lender, or business owner, this episode provides actionable insights on improving the customer experience and growing in the mortgage industry.
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