A Week in the Life of a High-Performing Loan Officer
How tech is changing the ways productive loan officers prioritize connection.
Meet Mira
Mira is quickly establishing herself as a top-performing loan officer (LO) on her team. She has a knack for connecting with people, and she’s building relationships with both borrowers and local real estate agents that keep her busy with new originations.
But her real secret? She’s always looking for ways to use tech to optimize her time—so she can spend less time on the repetitive administration (her least favorite part of the job—though she knows it’s critical) and more time making one-to-one connections with her contacts.
So, what tools and tricks does Mira use throughout the week? Here’s a look into the tech efficiencies only the highest performing LOs are capturing.
MONDAY
Focus on high-value must-do tasks
Mira’s actions
- Reach out to past borrowers celebrating birthdays, wedding anniversaries, mortgage anniversaries, and other life milestones
- Check in with recent borrowers who chose a different LO to keep the relationship warm. Focus on long-term financial health conversations, not just mortgage needs.
How Total Expert fits in
- Consolidates borrower and referral partner data into a single platform, allowing Mira to organize contact data in a single, customizable dashboard
- Pipeline Views allow Mira to quickly identify and prioritize who to contact
- Marketing automation tools allow for personalized communications at scale
TUESDAY-WEDNESDAY
Build & manage pipeline
By midweek, Mira is in a flow state, taking meetings with clients and focusing on strengthening relationships with active borrowers and referral partners while ensuring her pipeline remains active and efficient.
Mira’s actions
- Check in with borrowers who need more guidance about financing options
- Send personalized follow-ups after recent closings
- Connect with referral partners to build and maintain relationships
How Total Expert fits in
- Expert Content provides educational resources for borrowers
- Ready-to-use, compliant presentation templates help her prepare for an upcoming homebuyer seminar
- Automated Journeys provide personalized post-closing touchpoints
- Co-Marketing Programs and dedicated integrations allow Mira to find and connect with real estate agents in her area
THURSDAY
Deepen engagement with borrowers & agents
Mira’s actions
- Reach out to potential borrowers who recently experienced a mortgage-related life event (marriage, new baby, career shift, etc.)
- Add contacts to hyper-segmented Journeys and create follow-up tasks based on engagement levels
How Total Expert fits in
- Customer Intelligence provides life event data and CRM notes help track personal details for deeper connections
- CRM segments contacts based on behavior, ensuring personalized follow-ups
- Automated Journeys deliver relevant content to the right audience at the right time
FRIDAY
Focus on marketing & content
Mira’s actions
- Make rate and open house flyers for real estate partners
- Records personalized videos for high-propensity leads, in-process borrowers, and potential real estate partners
- Note communication preferences for newer borrowers and agents to improve their experience (email, SMS, social, phone)
- Reviews digital ads on Google, Facebook, and Instagram
How Total Expert fits in
- Expert Content allows Mira to generate digital and print marketing flyers for upcoming events that include trackable QR codes and social links
- Multiple integrations enable quick video creation and sharing
- CRM keeps detailed records of past interactions and preferences
- Digital advertising integrations help expand her reach and capture business through seamless digital campaigns
Balancing automation & personal touch
Great LOs like Mira excel in making human connections. Their conversations are guided by an innate, empathetic intuition that helps them connect with people. By leveraging technology effectively, high-performing LOs amplify their ability to connect, serve, and grow their business—focusing their human skills where they have the biggest impact. Want more details on how to use tech to take back more of your time for relationships? View our full guide: Habits of High-Performing Loan Officers.
