Key takeaways
- Homebuyers have more access to information and technology than ever before.
- Digital tools can help consumers research homes, compare options and prepare for the mortgage process.
- Great mortgage professionals help customers turn information into informed decisions.
- Regions Mortgage is focused on attracting and developing professionals who help people realize the dream of homeownership.
If you’re thinking about buying a home today, chances are your journey starts online.
Mortgage calculators can estimate payments in seconds. Homebuyers can compare neighborhoods, explore financing options and learn about the mortgage process before ever speaking with a lender. New technologies are making information more accessible and helping consumers prepare for one of the biggest financial decisions they’ll ever make.
For Keith Smith, recently named to a national role with Regions Mortgage, that’s a positive development.
“Technology provides easy access to information, and it can help make some of the processes simpler and faster. Convenience is the biggest win for customers,” said Smith, who oversees more than 230 mortgage loan officers and their managers.
Over nearly four decades in mortgage lending, he has witnessed significant changes in technology, customer expectations and the housing market. Yet one thing hasn’t changed.
People still want a place to call home and a mortgage banker’s advice.
Smith isn’t surprised.
“Customers increasingly use digital tools to start the mortgage process and exchange documents, but because a mortgage is one of the largest financial commitments they will ever make, they still want guidance from a trusted professional — someone who can help them understand what applies to their unique situation and give them confidence in their decision.”
We’re providing a service people genuinely need. We guide customers through what is often one of the most important, stressful and financially impactful transactions they’ll ever make.
Whether they’re buying their first home, moving to accommodate a growing family or pursuing a long-held personal goal, Smith said homeownership remains one of life’s most meaningful milestones.
And helping customers reach that goal continues to motivate him after almost 40 years in the industry.
“Mortgage lending is such a gratifying business,” Smith said. “We’re providing a service people genuinely need. We guide customers through what is often one of the most important, stressful and financially impactful transactions they’ll ever make. The positive impact on real people’s lives is what makes coming to work fun, even after all these years.”
More Information. More Opportunities. More Questions.
Smith said today’s homebuyers have access to more information than ever before.
They can research neighborhoods, estimate monthly payments, compare financing options and learn about the mortgage process from virtually anywhere.
“Homebuyers are generally more informed than ever when it comes to available properties, home values and market trends,” he said. “But the abundance of information can also be overwhelming. Consumers still rely on trusted professionals to provide context, explain their options and help them make confident decisions.”
Every customer has a unique financial situation, goals and timeline.
That’s why the most valuable conversations often aren’t about finding information, Smith said, but understanding which options make the most sense for each customer’s particular situation.
Turning Information into Understanding
For many people, buying a home is more than a transaction.
It’s a major life decision tied to family, stability and the future they hope to build.
Smith believes great mortgage professionals play an important role in helping customers move from information to understanding.
“They start by putting the customer first and viewing every interaction as an opportunity to serve them and make a positive difference in their lives,” he said.
That means listening first, asking questions and helping customers evaluate their options.
“We don’t choose products for customers. We present options,” Smith said. “We first understand their needs and goals, then explain different choices so they can determine what’s right for them.”
At their best, mortgage professionals help customers feel informed, prepared and supported throughout the process.
The process can be intimidating, and it can be confusing. When we make customers feel safe, we win.
Keith Smith
Smith said the value of trusted guidance often shows up in customer feedback.
One first-time homebuyer recently described the experience of working in Mississippi with Regions Mortgage Loan Officer Pamela Reed this way in a post-closing survey:
“As a first-time homebuyer, I found the process quite overwhelming,” the customer wrote in a post-closing survey about their experience. “Pamela was incredibly thorough and ensured that I fully understood every aspect of the mortgage prequalification process. In an environment that often feels rushed, her dedication to making sure I felt comfortable and informed during such a significant life decision was truly remarkable.”
For Smith, feedback like that reinforces what great mortgage professionals do every day: help customers feel informed, supported and confident throughout the process.
“When customers remember a great mortgage experience, they’re usually remembering how we made them feel,” he said. “The process can be intimidating, and it can be confusing. When we make customers feel safe, we win.”
What Should Homebuyers Look for in a Mortgage Professional?
As Smith takes on expanded leadership responsibilities, he spends a lot of time thinking about what distinguishes exceptional mortgage professionals and the kind of people he wants serving customers.
His answer starts with connection and trust.
“A homebuyer should look for a mortgage professional they can make a connection with,” Smith said. “The borrower is interviewing the mortgage professional just as much as the mortgage professional is interviewing the borrower.”
He encourages homebuyers to pay attention to how a mortgage professional answers questions, communicates and makes them feel throughout the process.
“If the customer feels like their best interest is what’s most important and being represented well, then they’ve made a good connection,” he said.
Smith said borrowers should look for a mortgage professional who:
- Listens to understand rather than simply waiting to respond.
- Shares options rather than assuming a particular loan type is the right fit.
- Explains complex topics in clear, understandable terms.
- Communicates consistently and keeps customers informed throughout the process.
- Understands the customer’s goals and helps them identify a path forward.
- Focuses on relationships rather than transactions.
“I’m fortunate to work with an outstanding team across Regions Mortgage that demonstrates those qualities every day, and I see firsthand the positive difference they make in our customers’ lives,” he said.
Building the Next Generation of Mortgage Talent
Smith said those same qualities are helping shape how Regions Mortgage recruits and develops talent.
As he steps into his new leadership role, he is focused on helping teams succeed while continuing to grow Regions Mortgage across its footprint.
“Mortgage is a relationship business which is why we service our loans and look at the total financial needs of our customers,” Smith said. “Most of our business comes through referrals, which means relationship development and management remain the biggest keys to success.”
While technology continues to reshape the industry, Smith believes the fundamentals remain unchanged.
“Technical skills can be taught,” he said. “Relationship skills are more of an art and therefore harder to teach.”
Smith said that’s why Regions looks for professionals who combine experience with empathy, communication skills and a genuine desire to help others and put them first.
For the right person, he says mortgage can be an especially rewarding profession.
“People buying a home are excited. People refinancing are trying to improve their financial picture,” Smith said. “I’ve seen countless tears of joy over the years. Helping people achieve important life goals never gets old.”
Looking Ahead
Technology will continue to change how consumers search for homes, gather information and move through the mortgage process.
Smith welcomes those changes and believes innovation can make the experience faster, easier and more convenient for customers.
But no matter how much technology evolves, he expects one thing to remain constant: the need for trusted guidance.
“Our team doesn’t control every variable in the homebuying process, but we’re the quarterback,” he said. “I want customers to know and feel that they’re safe with us and that we have their back.”
Sometimes the guidance begins long before a mortgage application. Regions associates regularly help customers prepare for homeownership by strengthening their financial foundation, building credit and developing a Regions Greenprint® plan to reach their goals. A banker and mortgage officer did just that for a first-time buyer in Tennessee. First came establishing credit. Then came the loan that opened the door to homeownership.
Smith said the experience illustrates why mortgage lending is about much more than financing a home.
“We’re dream makers,” he said. “Our work each day is to help people realize the dream of homeownership — and navigate the path to get there.”
Looking for Guidance on Your Homebuying Journey?
From understanding mortgage options to preparing for homeownership, Regions Mortgage offers resources, tools and experienced professionals who can help you take the next step. Connect with a Mortgage Loan Officer.
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