November 2024
The Sente Special: Quarterly Newsletter
FEATURE
Getting to Know Your Leadership Team: Q&A with Les and Diana
Q: How long have you been at Sente?
A: Ten years this upcoming March 2025.
Q: Why did you choose the field you are in?
A: When I first set out for college, I wanted to be an electrical engineer and/or software engineer but life intervened and I got sidetracked and did not finish my education until I was an adult. As an adult, I realized that I liked to know the health of an organization and I felt I could only do that by knowing the finances, so I chose a field where I knew I would know the numbers and where there was always a shortage of personnel, hence the accounting/finance field.
Q: What's something that has surprised you about your chosen career path?
A: That we fail as a society to teach young people how to manage finances. Everyone should know how to manage their budget and plan for the future, it’s so important. Being knowledgeable in this space helps create financial opportunities for individuals and so many people are lost in this space.
Q: Who do you look up to for inspiration or mentorship?
A: I have been fortunate enough to have a group of women that I have been meeting with for over 10+ years on a monthly to bi-monthly basis. It started as a book club reading business books to improve our skill set (Brene Brown, Chris Voss, Stephen Covey, etc.) and has become so much more. Each of the women are in senior level roles in their careers and various stages in their personal lives, we have created a network where we inspire one another and reach out for business and personal advice knowing that it is a safe space with no judgment.
Q: What is your favorite thing about Sente?
A: The cohesion of working with Tom and Les. We all three bring something different to the table, we think differently, we can be honest, disagree, and yet still work together without ego. Tom and Les are continually trying to find solutions to help our team members become more successful. This environment makes working together pleasant and it’s just nice to be part of this team.
Q: What do you think differentiates Sente from competitors?
A: Our employees, the “stick-to-itiveness” attitude that we have to get things done, the willingness to change and find solutions, many places are not as nimble as we are, that is a plus for Sente. I also think that we are a kind group of people, that’s why I continue to work here, it’s not always easy to find that in many workplaces.
Q: Which Sente Value do you reflect on as the most important?
A: Gosh, all of them, they are all important to our success, one does not carry more weight than the other for me. I think we as an organization are representatives of our goals daily in various ways.
Q: What is your favorite thing about your job?
A: The team members, I know I have already said this, but we are a solution-driven group and that is not something you see every day. We work hard to get things done. I have had the opportunity to work in other industries and trying to find a solution for the success of others is not something that happens every day in other places. It happens every day at Sente, it may not always be the solution that everyone wants but we try to do the best we can to meet one another’s need to ultimately help our borrowers.
Q: What activities or hobbies do you enjoy outside of work?
A: I started hiking again with my family about 10 years ago with a trip to Machu Picchu in Peru, and since then we have hiked to so many places. Our last trip was to Yosemite National Park. Hiking forces me to disconnect, it’s hard to get Wi-Fi service on a hiking trail and to take time to reflect without interruption. It also forces me to train physically because I cannot hike 10-12 miles a day any more without training!
Q: How long have you been at Sente?
A: Six and a half years, or since April 2018.
Q: Why did you choose the field you are in?
A: In a way, the field chose me. I grew up around the mortgage business and started working for a mortgage company while I was still in high school. After earning my master’s degree, I realized I didn't want to pursue a career in academia or obtain a PhD, so I returned to what I knew best—the mortgage industry.
Q: What's something that has surprised you about your chosen career path?
A: Having grown up in the industry, I’ve been exposed to the business from a young age, so I can't say I've been surprised by many aspects of it. The cyclical nature of the market, with its ups and downs and occasional dramatic shifts, has always been something I’ve accepted as part of the landscape. What has stood out to me over time, though, is the resilience required to navigate these fluctuations. While the volatility of the business might be challenging for some, I’ve come to appreciate how it fosters adaptability and creative problem-solving. Each cycle brings new learning experiences, and that constant evolution is something I’ve grown to value in my career.
Q: What is your favorite thing about Sente?
A: My favorite thing about Sente is our commitment to debating, listening, and adapting. Many companies tend to become set in their ways, often resistant to change or new ideas. However, at Sente, we take a different approach. We actively seek out feedback from both our team and our customers, viewing it as an opportunity for growth rather than a challenge to the status quo. This openness to change allows us to continuously evolve and improve our processes, ultimately enhancing the way we operate and serve our clients. It's this mindset of ongoing innovation and improvement that makes Sente stand out and keeps me excited to be part of the team.
Q: What do you think differentiates Sente from competitors?
A: Several factors distinguish Sente from our competitors, but the most significant is our people and their unwavering commitment to our customers. Our teams bring a depth of expertise and dedication that provides a distinct advantage, ensuring we deliver exceptional service and solutions tailored to individual needs.
In addition to our talented workforce, Sente is agile and adaptable. We embrace feedback, continuously refining our processes to stay ahead of industry changes and customer expectations. Whether it’s addressing complex challenges or streamlining everyday operations, we are committed to finding solutions that drive results.
What also sets Sente apart is our culture of collaboration and openness. We foster an environment where every team member is encouraged to voice ideas, advocate for improvements, and actively contribute to the success of the entire organization. This open dialogue not only drives internal innovation but also ensures we consistently represent and prioritize the interests of both our customers and colleagues.
Q: Which Sente Value do you reflect on as the most important?
A: All of our values are integral to the company and our success, so it’s challenging to highlight just one. Each value is interconnected and contributes significantly to who we are. For me, it’s about having passion for what you do, committing to meaningful work, executing to the best of your ability, and always striving for improvement. These principles collectively form the core of our values and guide our actions every day.
Q: What is your favorite thing about your job?
A: My favorite part of my job is the people I have the privilege of working with every day. I truly enjoy collaborating with colleagues who bring diverse perspectives, and I appreciate the constructive dialogue that leads us to find the best solutions together. There's something incredibly rewarding about helping others grow, improve in their roles, and discover more efficient ways to work. Seeing those around me succeed is a great source of fulfillment, and I’m fortunate to be part of a team that shares this commitment to continuous improvement and mutual support. It’s that collaborative spirit that makes my role especially meaningful.
Q: What activities or hobbies do you enjoy outside of work?
A: Outside of work, my activities revolve around spending time with my family. Whether it's attending family events, annual trips, or simply enjoying quality time together, I value the moments we share. I also enjoy spending time with my dog, who keeps me on my toes and brings a lot of joy to my daily routine. Additionally, I find fulfillment in home improvement projects, as they allow me to be hands-on and creative. I love working on various DIY tasks around the house, constantly finding ways to enhance my living space. Lastly, I have a passion for creating, whether it’s through art, building projects, or other creative outlets, which gives me a chance to express myself and unwind.
You might know Annie Duke as one of the early celebrity poker players, but she has become a bestselling author applying her wisdom from playing poker. I read her first book Thinking In Bets a few years ago and found her thought process on how to make decisions when you have incomplete information incredibly fresh and powerful. Now she turns her attention to knowing when to quit and she shows how the best poker players in the world think differently from the rest of us when it comes to folding a hand.
Knowing when to quit is a superpower—whether quitting a bad habit, a toxic relationship, a new customer or a referral relationship. It turns out we are wired to see quitting as a negative, causing us to hang on for too long. Quitting is a failure, right? But quitting something allows you to focus on something else—a new poker hand, a new relationship, a new process or a new opportunity.
Here was a big takeaway from the book for me: quitting on time looks like you have quit too early. Indeed, when you quit on time, you’ll likely be the only one who knows it's time to quit. And with the natural bias to look at quitting as failure, being skilled at quitting requires great internal strength.
Here are some of my favorite quotes from the book:
“Success does not lie in sticking to things. It lies in picking the right things to stick to and quitting the rest.”
“When the world gives us bad news we tend to persevere too long, but when we get good news, we tend to quit too soon.”
“Playing every hand you are dealt is an easy and fast way to go broke.”
—Tom
DEPARTMENT UPDATES
Accounting
Accounting Updates
The Accounting Department completed our annual financial audit in September. The audit is the final confirmation of our fiscal year-end financial statements. Our new fiscal year began on July 1, 2024.
We have also completed a conversion to the cloud-based version of our Accounting software. We’ve spent the whole of September operating both systems in parallel in order to ensure the accuracy of data in the new system. As of this writing, we are still working through a few remaining items but we are hopeful that we can discontinue parallel posting in October.
In January, we will be preparing and filing annual 1098 and 1099 informational statements to the IRS.
Capital Markets
Broker Scenario Desk
We are excited to be providing a non-QM/Brokered Loan Scenario Desk to assist in placing, pricing, and structuring loans that do not fit within our in-house product offerings. This will refine our process to provide additional resources and an internal single source of product and process knowledge for Non-QM/ Brokered loan products, to give our Mortgage Bankers the best opportunity to grow their business and close more loans.
To utilize this function, please complete the “Loan Product Scenario Request” email template available on Ask Sente and email it to broker@sentemortgage.com. The Policy Statement with additional information is also available on Ask Sente. We are seeing great success with providing an option for more difficult loan files and have already closed loans that have come through the scenario desk. Sending your scenario as early in the process as possible gives us the most opportunity for success.
Concierge
New 2024 Tech Releases
We’ve recently invested in several new tech tools designed to enhance the experience for your homebuyers and increase efficiencies during the loan application process. Here is a quick reminder of our latest upgrades:
TRUV Instant Income & Employment Verification: Our new tool verifies income and employment in real-time. What used to take days to gather documentation can now be done in as little as 4 minutes.
AI-Powered Income Calculator: This advanced tool simplifies complex income calculations, ensuring accuracy and faster loan processing for your clients. In some cases, this tool has identified additional qualifying income, giving clients access to more favorable loan terms.
CreditXPert Web-Based Credit Scenarios Tool: Whether borrowers are working on improving their credit or exploring their financing options, our new tool will identify opportunities, generate a plan, and track the results of their progress on the plan.
Encompass Enhanced Conditions: Conditions are now organized to support loan processing and underwriting. Enhanced conditions enables the automation of conditions based on specific criteria with the loan file which allows better utilization and system efficiencies.
If you have any questions about any of the new tools, please feel free to submit a ticket to Concierge@SenteMortgage.com. We are here to help!
Human Resources
Improving Early Detection of Breast Cancer
Cigna Healthcare has partnered with Know Your Lemons to improve early detection for breast cancer through a creative, evidence-based approach that works for all genders, ages, and ethnicities.
- Statistics show that 1 in 8 women in the U.S. will develop breast cancer.
- 85% of cases have no family or genetic history.
- When caught in the earliest stages, the breast cancer survival rate is as high as 99%.
Available today, employees can access the free, award-winning Know Your Lemons app. Look for the lemon/ribbon icon as seen below in the app store to download:
On the app, you can:
- Learn about 12 symptoms of breast cancer.
- Learn how to do a self-exam with monthly reminders.
- Learn about risk factors, and more.
Questions about the program? Reach out Human Resources and we will be happy to assist!
IT Department
Sente Phone System Changes
The Sente IT Department is working on a project to move all infrastructure services to the Microsoft Cloud; therefore, the first step of this plan is the migration of our IM and phone system from Intermedia Unite to Microsoft Teams. After the initial beta testing, we are starting the migration of groups over to Microsoft Teams. Prior to your migration, you will be notified through email explaining your scheduled times and process. This project is scheduled for completion by October 31st.
As this project continues, we are also planning the move of all data on the Sente Network (network drives H:, X:, Departments, Teams) to Microsoft OneDrive, our new cloud storage platform. The data move is scheduled for completion by December 31st. We plan to do this with limited interruptions to the end user.
The move to the Microsoft Cloud aligns with our goals to improve security, update our technology, and make data more easily available regardless of your location.
Thanks for your support on these exciting initiatives!
Marketing
5 Ways to Build Successful Marketing Habits
The winter season is a great time to work on your Marketing plan and build healthy habits for starting the new year. Here are five things you can do over the next 90 days to develop those habits:
- Create a daily schedule and be consistent. Plan each day to maximize revenue-producing activities and minimize the rest. Time block to put your most profitable activities in the most productive hours of the day, and be sure to time block for marketing activities.
- Focus on lead generation. Pursue new business on a consistent basis. If you don’t want a feast or famine revenue stream, keep prospecting even when you’re busy with current business.
- Keep learning. No one knows everything they need to know in order to succeed—plus, the world around us constantly changes. Keep learning new things and stay up to date on marketing trends.
- Build on your network. You become like the people you spend time with. Build networks with people functioning at a higher level than you, in both your own industry and other businesses.
- Show up. Make the call, introduce yourself, get involved, follow up. The road to success requires you to always show up.
The keys to success are to identify your present habits, keep the good ones, and replace the ones that are preventing you from reaching your goals!
Underwriting
Q: Where are you located?
A: Minersville, Missouri—a rural town approximately 85 miles south of St. Louis.
Q: How long have you been in the mortgage industry?
A: 27 years.
Q: Who or what inspired you to pursue an underwriting career?
A: I grew up in a very rural area, close to a town that had only two mortgage companies open in the early 90s. I did not know anything about mortgages, but one of my friends got me a position in one of these small companies as a secretary, and then I moved to processing. As a processor, I worked with a lot of great underwriters at Countrywide, Flagstar, Option One, etc., and it make me dream of being an underwriter. Underwriting was not an option in rural areas, so I was always saying, “When I grow up, I am going to move to St. Louis and become an underwriter.” After 12 years of processing, I did just that and have never looked back.
Q: Which Sente Value resonates with you and why?
A: Our job is about the people that we work with, our partners and our borrowers, it’s about the relationships we form in delivering the American Dream of Homeownership. That is a huge dream for some of our borrowers. Knowing their stories, caring, and assisting them in their dream not only makes a difference to them, but also give me purpose.
Q: How would you describe your job to a group of five-year-olds?
A: I help people get the money to buy a house.
Q: What is your favorite thing about your job?
A: When the Loan Officers share the borrower’s story after closing as a reminder of why we do what we do.
Q: What is a fun personal fact about you?
A: I like to make sourdough bread and sourdough bagels with fresh homemade butter.
Q: Do you have any pets?
A: I have a miniature Schnauzer named Sir Prince Buddy.
Q: What do you like to do on the weekends?
A: I usually go out to the family farm where I enjoy walks in nature and spending time with my mom.
Q: Where do you love to travel most?
A: I travel mostly to Florida because it is the closest beach and I am a beach girl. My favorite from all my travels this far is Freeport, Bahamas.
Q: What is your favorite food?
A: I love pasta, my favorite is lasagna!
WELCOME TO NEW HIRES
Jerry Lopez, Mortgage Banker
Brandi McIntyre, Administrative Assistant (part-time)
Ashley Moran, Production Assistant
Kristi Murakami, Senior Underwriter
Marty Porter, Mortgage Banker
THIRD QUARTER EMPLOYEE ANNIVERSARIES
Andrea Miller
Niki Laningham
Debbie Ratliff
Christian Peter Chacon, Natalie Welch, Alma Granado, Mary Chacon
Lucas Arcizo, Laurie Lallinger
Amy Clopton, Ana Dlouhy
Ana Martinez