An integral component to any loan officer's success is their agility and ability to adapt to any given scenario or client situation. Tracy Adkins, a branch manager at Alliance Home Loans in Rancho Santa Margarita, Calif., serves a swath of clients ranging from those who prefer face-to-face interactions, to those who are able to have hardly any at all — and she finds ways to communicate with and help them however they need.
Life isn't all work, however, and the mortgage business can be hard on a successful salesperson's personal life. In order to guide her clients through the loan process, Adkins depends on her team for continued support.
This is Adkins' first appearance on the Top Producers list. Last year, she originated 148 loans for a combined dollar volume of approximately $47 million, ranking her No. 240 on the
Tell us about your most creative or successful marketing strategy. How did you come up with the idea? What were the results?
I use several marketing techniques such as radio advertising, billboards, call center and mailers. I don't have a specific technique that I feel has been more successful than others as I focus on refinances so the interest rates are the most important factor. When rates are low, I receive a better response to any marketing method I use.
What's unique about the local market that you serve and what do you do to address those needs?
California is very diverse — Northern California is very different from Southern California and [so are] each community in between. Because I work with people from all over the state, I rarely have an opportunity to meet my customers. I find that in the retirement communities, I communicate via the phone much more than email as elderly people prefer to speak to you rather than through email. "Old school," you might say.
Tell us about an unusual or difficult loan scenario and what you did to ensure a successful closing.
Working with veterans, I encounter many who suffer from Post-Traumatic Stress Disorder, some more seriously than others. I had one gentleman that lived in a remote area and was told by the military he could not work around people. He was building a self-sustaining farm so he would rarely have to leave home. His voicemail was always full, because he would not answer the phone if he did not recognize the number, so I could never leave a message. Obviously, the process took longer due to the lack of ability to communicate but the loan funded and he was able to purchase a Guernsey dairy cow.
What do you know about the mortgage business now that you wished you knew when you started out?
The mortgage business is very difficult in terms of staffing and time management because the volume fluctuates dramatically from even one month to the next depending upon the market and interest rates. Due to that fact, I tend to work very long hours for months on end. It is difficult to balance my personal life with my professional life during those times.
The most important thing I have learned in terms of surviving in this business is the importance of choosing a company that truly supports their loan officers. Alliance has assembled a terrific team of people in each department that make the process much smoother and less frustrating. We all work together as a team to move loans through each milestone. We also share a common goal of ensuring Alliance's continued success both in terms of production as well as compliance which is refreshing. I truly enjoy working with my associates every day.
Who is someone in your life, either personally or professionally, who helps contribute to your success?
My husband, Tony (who is one of
