Behind the BROKER – Ep. 51 with Ruby Bains - Mortgage Professional Ruby Bains—one of A Better Way’s original Mortgage Architects brokers—joins the Behind the Broker series to share how a 25-year banking career (from teller to branch manager) laid the groundwork for an 8-year run as a relationship-driven, client-first mortgage broker. Licensed in BC and Alberta, Ruby blends lending, investments, and wealth insights to guide everyone from first-time buyers to reverse, commercial, and construction clients. From Banking to Brokering Ruby spent her last 15 years in banking as a branch manager, approving well-packaged deals, balancing risk, and living inside audits and compliance. Moving to brokering meant shifting from “approver” to “doer”—meeting clients, collecting docs, and underwriting. The learning curve was real, but the decision was right: she loves the work and the impact. Managing Expectations (People vs. Process) Managing a branch and managing clients share the same core skill: set clear expectations and follow through. Ruby’s bank experience helps her think like both the client and the lender, which makes her packaging stronger and her communication sharper. Relationship-First, Always Ruby’s business is built on connection. She starts with thoughtful discovery—short- and long-term goals, timelines, plans for the home—then builds strategy around the client’s life. Whenever possible, she meets in person (even if it means a long drive). That human touch translates into raving fans—like first-time buyers who invited her to their house-warming to meet family and friends. Smoothing the Experience Two levers define her process: communication and speed. She asks clients how they prefer to be contacted (text/phone/email) and keeps them proactively updated—even when the update is “no news yet.” Ruby also added a small but powerful habit: calling the listing agent once subjects are essentially good to remove. It reassures the file, opens doors with new realtors, and often leads to fresh relationships. Personal Development & Balance Ruby left the 9-to-5 to support three boys in high-level sports—and found a rhythm that works: focus time from morning to early afternoon, family and activities after school, then a short evening work block. She sets personal and professional goals annually and checks in quarterly, keeping the list realistic and actionable. Meditation and mindfulness set the tone every morning and help her stay calm when deals get noisy. Tools & Tactics That Matter Ruby keeps her pipeline tight with Velocity/CRM plus a simple spreadsheet to track funded business. She’s leaning into AI for content ideas and efficiency and even recruits her kids to help polish social posts. One surprising game-changer this year: working from the office again. Getting dressed, showing up, and eliminating home distractions significantly boosted focus and output. Industry Outlook Digitalization, market volatility, and rising consumer expectations are reshaping the landscape. Ruby’s answer: be authentic, stay current, and position yourself as a lifelong advisor. Tools help—but tailored guidance and trust still win. Visibility & Personal Brand Ruby’s next big push is showing up more—on social, in short educational videos, and through podcasts. Though naturally private, mentors nudged her to share real life alongside mortgage insights (yes, even the golf rounds). The goal: combine expertise with authenticity to create visibility and new opportunities. Coaching & Team Development Ruby plans to engage a coach to refine process and efficiency, while continuing to mentor her assistant and a fellow broker. Teaching keeps her sharp; coaching adds accountability and structure—together, they support a more scalable, sustainable business. Advice for new brokers Keep your moral compass in check. Think long-term. Be transparent and remember that being a broker means having solutions—even when the answer isn’t at the client’s bank. Audit your daily habits, protect your mindset, and don’t work in a silo—lean on the community around you. Why A Better Way Ruby chose A Better Way because of the unmatched support, culture, and resources. From masterminds and workshops to an open-door leadership style, she sees ABW as a community that truly invests in its brokers’ success—making it easier to serve clients at the highest level. What’s Next Visibility. Ruby plans to create more education-forward content (podcasts, short videos, and social posts). Though she’s naturally private, she’s leaning into sharing more of the real life behind the broker—because visibility drives opportunity and human connection. Final Thoughts Ruby’s blueprint is simple and powerful: know the products, ask better questions, update clients before they ask, and never stop building relationships. Pair that with balance, authenticity, and service to community, and you have a business model that thrives well beyond rate cycles. Why You Should Listen If you’re looking for a practical model of resilience, growth, and relationship-first brokering, this episode delivers. Ruby shares real-world strategies for communication, deal navigation, and building a career that balances life, family, and business—without losing authenticity. For weekly market updates, sign up for the ABW Tuesday Mortgage Memo . If you’re a broker considering a network change or looking to grow, reach out to us to explore how we can support your success.

09/23/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

Behind the BROKER – Ep. 50 with Anil Kumar - Mortgage Professional How product depth, persistence, and community-first values built a durable mortgage business In Episode 50 of Behind the Broker, Dean Lawton and Jason Marshall sit down with Anil Kumar—one of A Better Way Mortgage Group / Mortgage Architects’ most dependable collaborators. A career salesperson turned broker in 2018, Anil shares how he built a reputation on deep product knowledge, relentless follow-through, and genuine service to clients, referral partners, and community. From sales pro to solution builder After immigrating to Canada and switching industries, Anil chose brokering for its flexibility and impact. Two decades in sales meant outreach, networking, and starting fresh came naturally. He applied that muscle to learning policies, meeting BDMs, and earning trust across communities and provinces—so when a file gets tricky, he already knows where to turn. What keeps him going Client outcomes—and the gratitude that follows—fuel the work. He recalls difficult purchases saved on subject-removal day and credits lender partners who help make brokers look like heroes. Those wins keep the fire lit through slower market cycles. Relationships first (and a longer first call) Anil’s first conversation often runs 30–45 minutes. He learns the family story, background, and common connections—especially within the Indian community—so the relationship goes far beyond a transaction. He’s candid when the best option is to stay with a client’s current bank, and if a broker-channel solution isn’t available, he’ll still find a path so the client and realtor don’t lose momentum. Smoother files, fewer surprises Discipline and communication are his shields against chaos. Using a CRM (Blue Mortgage), he schedules proactive updates to clients and realtors—every other day near close, weekly if farther out—and even checks in with conveyancers so small details don’t stall the finish. Work–life harmony (not “balance”) Daily movement and walks are non-negotiable—and often where the “sixth-lender” solution appears. His spouse is licensed and runs fulfillment, and his kids are immersed in money and markets. Even on holidays, he blocks a few focused hours for work, then is fully present with family. Tools and learning rituals Anil’s toolkit includes Blue Mortgage, e-signing, Adobe, Lender Spotlight, and AI tools like ChatGPT/Gemini, plus simple video tools for social. For signal over noise, he leans on Be the Better Broker, Mortgage Logic News, and primary sources like StatsCan/CMHC/BoC. He shows up to lender sessions and asks the questions others are thinking. The biggest lever: product knowledge “Nothing replaces education.” He urges brokers to get product-strong before chasing referrals. Persistence matters just as much: so me of his wins arrived after five to seven declines—including insured files where the third insurer finally said yes. Strong BDM relationships—and discussing files before submitting—shorten the path to “approved.” Community and giving back Anil supports community-focused events and initiatives, including Friends for Cause Foundation, which funds free rural cataract surgeries in India. Inside the industry, he’s quick to answer questions and share learnings—because real collaboration lifts everyone. Adapting in a rate-obsessed market After 2023’s rate shock, he reframed conversations to value, solutions, and clarity of expectations. He’s also diversified into reverse and commercial, meeting brokers and realtors where their clients need help most, and he’s mentoring a small team—many of them former clients. Advice for new brokers Be product-strong first. Don’t give up on a file until every viable path—channel, credit union, non-channel, insurer—has been explored. Learn directly from BDMs, use your CRM, and document everything so the next file moves faster. Why A Better Way / Mortgage Architects Anil joined Mortgage Architects out of gratitude to the mentors who shaped his career and stayed because ABW’s culture, training, technology, and open-door support make it feel like family—and make it easier to serve clients well. Final Thoughts Anil’s blueprint is simple and hard: learn the products, ask better questions, update before you’re asked, and try the seventh lender when the sixth says no. Pair that with service to community and peers, and you build a business that thrives beyond rate cycles. Why You Should Listen If you’re looking to move clients off “rate talk” and into real solutions—or you want a practical model for resilience in any market—this episode delivers. You’ll walk away with concrete habits for communication, deal navigation, and long-term growth. For weekly market updates, sign up for the ABW Tuesday Mortgage Memo . If you’re a broker considering a network change or looking to grow, reach out to us to explore how we can support your success.

09/16/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

09/09/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

Behind the BROKER – Ep. 49 with Chris Pughe & Danny Duong - Mortgage Professionals Mentorship & Growth: Inside A Better Way’s Broker Relationship Manager Role In Episode 49, Dean Lawton and Jason Marshall go “inside baseball” on A Better Way’s new Broker Relationship Manager (BRM) program with the two pros leading it: Chris Pughe and Danny Duong. Recorded in mid-August after launching the role on May 1, this conversation unpacks the why, the rollout, and the early impact of a first-of-its-kind support layer designed to help brokers—especially bank specialists—transition smoothly and succeed faster. Why We Created the BRM Role A Better Way has long invested in onboarding, but we saw recurring gaps when experienced bankers and brokers moved into the channel: tech setup, lender sign-ups, compliance, and simple “what do I do next?” moments. The BRM role closes that gap with practical, real-time guidance—without pulling top producers out of production. It’s a part-time (≈10 hrs/week) leadership post so the advice stays grounded in what’s working today. Why Chris & Danny Both raised their hands immediately. Chris wanted a way to share decades of underwriting and credit experience and “explain the why behind decisions.” Danny had long felt a pull toward training and team support, and this role “checked all the boxes.” Crucially, both are active brokers who already serve as informal go-tos inside the brokerage. What BRMs Actually Do (Day 1 to Done) Welcome & Orientation: BRMs now lead the post-onboarding “welcome call,” walking new brokers through systems, training, lender access, events, and who to call for what. Hands-On Transition Support: Many bankers are walked out the same day they resign and can’t transact until the regulator flips the switch. BRMs step in to protect in-flight clients , explain interim options, and keep deals moving. Real-World Deal Guidance: From Velocity basics to turn-time expectations and lender intros, BRMs handle the “I submitted—now what?” questions that cause stress and delays. Culture & Connection: New joiners get instant community. BRMs introduce them around at events so no one feels like “the new kid at a new school.” For Bankers Making the Jump Both guests know the feeling: going from a big fish in a small pond (one system, one credit box) to 20+ lenders overnight is overwhelming. The BRM’s job is to lower the anxiety, break the change into bite-size steps, and be the person you call when a tiny roadblock is holding up a big file. As Chris puts it, sometimes you just need to “move the needle” and the whole transaction flows. Early Wins (and a Funny One) Immediate lift: Fewer escalation calls to ownership; faster time-to-first-file; smoother regulator, lender and compliance setup. Confidence effect: One RBC specialist told Jason, after connecting with Danny, the BRM made him certain he’d made the right move. The “breakup” text: After daily check-ins with Danny for weeks, a newly onboarded broker stopped calling—because he no longer needed help. He phoned just to say it “felt like we’d broken up.” That’s the metric: needing us less means it’s working . Reputation, Compliance & Market Reality Chris notes that more consumers than ever are choosing brokers—and that means we’re judged by our weakest links. The BRM layer lifts the floor: better compliance habits, tighter processes, and consistent client care. Danny’s hearing the same in the market: brokers are coming (and returning) to ABW because setup, compliance, and support are taken seriously here. Tips for Aspiring Mentors & Leaders Listen first. Most “stuck” moments are solved by understanding the real pain point. Speak up. Your perspective is needed—throw your name in the ring and take a seat at the table. You’ll grow too. Teaching surfaces gaps in your own process—and makes you better Consistency Over Motivation Danny credits his longevity to one core principle: consistency. He shows up every day, structures his routine, and sticks to it. It’s not about being motivated 100% of the time—it’s about being present, managing tasks, and inching forward even when momentum dips. Final Thoughts This episode is a candid look at how a brokerage can de-risk transitions, accelerate learning, and strengthen culture—without creating bloat or pulling producers off the field. The BRM program started as an experiment; the early results speak for themselves: faster ramps, calmer brokers, happier clients. Why You Should Listen If you’re a bank specialist debating the jump—or a broker owner looking to level up onboarding—this is a practical playbook. Chris and Danny show how targeted mentorship, real-time guidance, and a human welcome can turn a daunting transition into momentum within weeks. It’s about people, process, and progress—in that order. For weekly market updates, sign up for the ABW Tuesday Mortgage Memo . If you’re a broker considering a network change or looking to grow, reach out to us to explore how we can support your success.

09/02/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

08/26/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

Behind the BROKER – Ep. 48 with Danny Duong - Mortgage Professional Authenticity, Consistency & Client Advocacy: The Heart of a Mortgage Architect In Episode 48 of Behind the Broker, Dean Lawton and Jason Marshall sit down with Danny Duong, a seasoned Mortgage Architect at A Better Way Mortgage Group. Danny brings 19 years of expertise to the table—not just in mortgages, but in building trust through authenticity, consistency, and unwavering client advocacy. Having started his journey with a degree in Human Resources and a career at TD Bank, Danny moved into brokering in 2014 to break free from institutional constraints and better serve his clients’ needs. If you've ever wondered how to build a long-lasting business centered on trust—not sales—this episode is your blueprint. Institutional Beginnings: From HR to Mortgage Specialist Danny’s path into mortgage brokering wasn’t planned—it followed an unanticipated pivot from HR studies at SFU into a role at TD Bank in 2006. He spent nearly a decade there, learning the technical side of mortgages and gaining invaluable mentorship. But when policy changes began blocking the client-first advice he prized, Danny took a leap into the broker channel in 2014—driven by purpose, not comfort. The Transition: From Structured Institution to Entrepreneurial Freedom The shift to self-employment wasn’t seamlessly smooth. Danny shared the challenges of setting up a business—building a website, developing marketing, replacing bank-provided tools. But with support from mentors, he broke it into manageable steps. Soon, he found freedom in autonomy and the opportunity to offer clients tailored solutions. Client Relationships Built on Truth and Trust Danny believes that strong client relationships start with authenticity and empathy. He meets clients where they are—uncovering pain points, offering honest advice, even supporting clients who may receive better offers from their banks. His willingness to say, “That rate may be your best option—if so, go for it,” builds deep trust. He also stresses clarity. Managing client expectations through transparent roadmaps and service-level agreements creates a frictionless experience—especially when the process is unfamiliar or stressful. From Client to Friend: Mortgage Success Through Connection For Danny, success isn’t always measured in dollars—it’s in the lasting connection. Some clients become friends who reach out years later just to connect or ask for small favors. It’s a testament to the power of care, not just the mortgage. Work-Life Harmony, Not Balance Rather than rigid work-life balance, Danny embraces "work-life harmony." He mixes business with family time—handling emails at his kids’ sporting events or calling clients while en route. And when needed, he consciously disconnects—carving out personal time without guilt. Consistency Over Motivation Danny credits his longevity to one core principle: consistency. He shows up every day, structures his routine, and sticks to it. It’s not about being motivated 100% of the time—it’s about being present, managing tasks, and inching forward even when momentum dips. Future Focus: Efficiency, Education & Worthwhile Tools Looking ahead, Danny plans to grow his business by focusing on efficiency, leveraging CRM tools like Velocity and incorporating more niche products such as reverse mortgages. He’s excited about staying agile with industry knowledge and AI tools—while never losing touch with the human side of his work. Consistency Over Motivation Danny credits his longevity to one core principle: consistency. He shows up every day, structures his routine, and sticks to it. It’s not about being motivated 100% of the time—it’s about being present, managing tasks, and inching forward even when momentum dips. Final Thoughts Danny Duong’s journey reminds us what lasting success in mortgage brokering truly looks like. His career isn’t defined by slick marketing or quick numbers—it's rooted in authenticity, consistency, and unwavering client-first focus, directly lifted from his own words in this conversation. From making the leap in 2014 from a stable bank role into independent brokering, to building a career based on genuine guidance, Danny has shaped his business around user-friendly roadmaps, honest advice, and stakeholders who often become friends. His personal growth—from learning CRM software to bringing reverse-mortgage options into the fold—reflects his commitment to evolving, not just for his business, but for clients who rely on him. What sticks out most, though, is Danny’s energy: he still doesn’t have Sunday night dread. Instead, he wakes up each Monday looking forward to making a difference, not just closing deals. That’s a level of fulfillment many strive for, and it’s exactly the kind of broker we all should aim to be. If you’re in this business, feel that spark of purpose, and want to do more than transact—Danny shows how to build, adapt, care, and stay for the long haul. Why You Should Listen Danny’s story is a masterclass in building a mortgage business anchored in authenticity, client trust, and personal integrity. Whether you're finding your footing as a new broker or seeking renewal after years in the industry, his journey shows what happens when you prioritize people over products, consistency over hype, and connection over convenience. If you’re serious about evolving with your clients and growing your business in any market, you won’t want to miss it. For weekly market updates, sign up for the ABW Tuesday Mortgage Memo . If you’re a broker considering a network change or looking to grow, reach out to us to explore how we can support your success.