Note: This piece was originally featured in the February 2026 edition of MortgagePoint magazine.
Walking into the boardroom to lead what was the largest single investment a GSE had ever made in mortgage servicing up until that pointwas a daunting task. But as I made my way into that room to present the five-year plan and the millions of dollars that were needed to see it to fruition, I knew I was prepared. I held meeting after meeting to ensure I was approaching each aspect the right way, and, while I was thinking about the present impact, another big focus was the future and how this would change the entire ecosystem of mortgage servicing. I also knew that I had the team behind me to back me up. It was time to make this bold move.
As I look back over the last 30 years of my career leading servicer relationships and performance management efforts across Fortune 500 financial services or[1]ganizations and beyond, many moments stand out. From the people I mentored to the innovations I championed, I always strive for greatness and a desire to leave the industry in a better place for future generations. You see, legacy isn’t something you just stumble into. It’s something that is built with intention. The impact that you leave behind comes from the people you’ve influenced along the way, the courage you’ve modeled, and the industry-wide progress you helped drive.
As we celebrate Women’s History Month in March, it’s a great time to reflect on the legacy women have left for us across mortgage servicing and to set out with the intention to leave your own lasting, positive impact. Here are some of the lessons that I learned over the years that have helped me leave a mark on mortgage servicing.
While some of these might be helpful to you, always remember that your story is unique to you. Just because I found success by making bold moves and always showing a little sparkle, that doesn’t mean that you can’t find success doing things completely your own way.
“Legacy isn’t something you just stumble into. It’s something that is built with intention.” —Yvette Gilmore, SVP of Servicing Product Strategy, ServiceLink.
Lead With Intention
When I look back on my career thus far, I made a point to always make each move with intention. What does that mean? To maintain a sense of relevancy, it is always important to have a deep understanding of what is needed and where it is needed across the industry. Instead of just looking at today and the here and now, always look beyond your immediate space and intentionally look at the broader picture. How does what I’m doing today impact the totality of mortgage servicing?
How is what I’m doing making a bigger impact, not just today but in the future? Focus on the broader impact of every decision to stay ahead of the curve. How are you driving change that will last? Instead of looking at my role as managing operations, which is transactionally based, I look to present solutions that are tailored not to the needs of today, but which will help solve the needs of tomorrow. Make it real today, but applicable beyond.
That’s what keeps people wanting to keep hearing your ideas and engage with you. Be greater than what people think you should be. Do more and step outside your current circle to make a broader impact.
Take the Big Swings
I’ve never been one to step away from a challenge. I make the big, bold moves—with careful and precise planning. One of the biggest moves I ever made in my career was moving my family from Southern California, where I grew up, to Virginia, just outside of Washington, D.C. It was a great opportunity for my career to advance, but it was the scariest, boldest decision I have ever had to make in my entire life. If I failed, my entire family failed. That was a lot of pressure. But it paid off. When it’s time to make big moves, take them, but be calculated and prepare yourself for what is to come.
Create a Deep Bench
I think that people, in general, often struggle with finding courage. To help find that courage, it’s important to have a team behind you, supporting you every step of the way. Think of them as your own personal board of directors—they’re people who can fill that void for us, plug the holes and gaps that we have, giving us the strength to then go out and make the big moves ourselves. I was blessed to be born into a great support system. My parents truly have been there whenever I need them. When you’re making the big, bold moves in life, it’s important to have a deep bench of people who are there to support you and fill the holes where you need added support. Have a team behind you to push you when you need to be pushed and pull you when you need to be pulled. If you don’t have that, work to build it.
Leaving a Legacy of People Behind Me
Mentorship—both as a mentee and a mentor—is a vital part of having a successful career. Of course, the processes and technology you championed will be talked about as a part of your legacy. But to me, the people whose careers and lives you impacted along the way are just as important. One of the things that I’m most proud of in my career is that, when I leave a firm, I strive to leave a legacy of leaders behind me who are still theretalking about my ideas and the methodologies that still make those firms better, long after I’ve left. Take time to invest in the people around you. Help make them better. When you leave a space, you should be able to look back and have a list of people you influenced, people you mentored, and people you sponsored. Ask yourself who is going to say, “I would not have had this career or this success without you?”
Did I work to empower others? Did I teach others to help them bring the path forward and make the industry better? Your mentor does not need to be a woman. In fact, many of my mentors over the years were men. When seeking out a mentor, you need to be an attractive mentee to them. They have to know that you bring something to the table beyond simply taking their expertise and learning from them. Go into the situation with intent on what you want to learn, but also, what do you bring to the table? How do you show that greatness is what you strive for? Embrace Your Uniqueness When I enter a room, I’m the only one who looks like me. You can take that in many different directions, but since it’s Women’s History Month, I will focus on that. Many times, in this male-dominated field, I am the only woman in the room. When you’re placed in that situation, you will likely get one of two responses. Some people are going to try to silence you. For me, that will not happen. I will not be silenced. Or you get people who are going to remember every single thing you say and do—good, bad, or indifferent. So, give them something to remember you by. Have the courage to stand out and be yourself.
I don’t often talk about being a woman. I don’t need to. It goes before me. It’s one part of who I am. I am unique in many ways, and with that, I bring a unique perspective. What I do put at the forefront of conversations is my views. I care about ensuring homeowner
affordability, making sure that there is an opportunity to maintain homeownership or exit gracefully. I once had a mentor tell me, “Dress the way you want to dress. Wear your hair the way you want to wear your hair.” However you choose to present yourself is your business. But you need to have the results and the skill set to back it up.
Diversity Wins
Surround yourself with different perspectives. Always go for the best candidate, understanding that what they look like and sound like might be different based on their background, environment, and gender. It takes a good leader to have a lot of different personalities on a team and still find a way to make them cohesive enough to get results. I strive to be a leader who understands that different perspectives are a strength. The goal is to be great, and, in my experience, a diverse team is what yields the best results.
It’s Not Who You Know, It’s Who Knows You
Building relationships is key to success in any industry. Someone once told me that it is great to know a lot of people. But who knows you? Who says your name in a room full of leaders when you’re not there? Who is championing you? That’s what truly counts. When you’re on the other end of that, be the one who supports other women. If you have the opportunity to engage with a rising leader, invite her to come along. Bring her with you so she can see what happens in the room, so she’s not unfamiliar when it is her turn to lead. Let her see how the decisions are made and be there to support her now, when she’s still learning.
