Behind the BROKER – Ep. 47 with Chris Pughe - Mortgage Professional How a Passion for People and Relentless Positivity Built a Resilient, Referral-Driven Mortgage Business In Episode 47 of Behind the Broker, Dean Lawton and Jason Marshall sit down with Chris Pughe, a broker with decades of experience in lending, a huge heart for people, and a mindset that turns every client interaction into something unforgettable. From her 24-year career at Vancity, where she wore every hat from teller to senior loans officer and underwriting manager, to her evolution into an independent broker thriving on relationships, this conversation is an inspiring reminder of what it means to build a business rooted in service, trust, and consistency. If you’ve ever wondered how to create deep client loyalty, stay positive in high-stress situations, or build a business that reflects your values—this episode is your blueprint. From Banking to Brokering: The Long, Winding Path Chris shares her journey from a part-time teller in 1986 to a mortgage development manager in 2003, and eventually into independent brokering in 2010. Each career transition was fueled by the encouragement of others who saw potential in her—even before she saw it in herself. That leap into full commission was terrifying, but Chris hit the ground running and never looked back. Her years in credit, underwriting, collections, and audit gave her a deeply holistic view of lending. But it wasn’t until joining A Better Way Mortgage Group that she truly learned how to run a business—not just work in one. That mindset shift in 2020 sparked a transformation that quadrupled her volume in a single year. The Power of Presence (and Saying Yes) Chris attributes much of her recent growth to one thing: showing up. From Tuesday training calls to tech tools and business planning sessions, she began consistently engaging with resources, even when she didn’t feel like it. That decision—to be present, try new things, and stay open—radically changed her trajectory. What also stands out is her ability to implement. When Vy Tri Truong introduced the "Dreams and Goals" strategy, Chris embraced it wholeheartedly. The result? Her clients aren’t just renewing—they’re paying off mortgages years earlier, building wealth, and becoming raving fans. Relationships Over Everything Chris is living proof that you don’t need a massive referral network to succeed. In fact, she runs a strong business with just a handful of trusted referral partners—and an even deeper database of past clients and friends. What sets her apart is genuine care. She listens. She follows up. She picks up the phone when others hide behind email. Whether it’s a complex B-lender closing over the holidays or a client in a panic, Chris stays calm, proactive, and focused on solving problems—because she actually cares. And it shows. Building a Business With Heart Even after decades in lending, Chris feels like she’s just hitting her stride. She’s fine-tuning her CRM, using tools like Loom and Calendly to simplify her workflow, and finding new ways to deliver value without losing the personal touch. For Chris, success isn’t about being the biggest team—it’s about giving the best service. She’s focused on staying healthy, running her business with clarity, and evolving with the needs of her clients—many of whom are entering retirement or planning for it. With tools like reverse mortgages and cashflow planning, Chris is helping them navigate that transition with confidence and clarity A Champion for Phone Calls and Human Touch One of Chris's most powerful messages is the importance of real human connection—especially in an industry leaning toward automation. She shares stories where simply picking up the phone changed outcomes, built trust, and won loyalty. In her words, “efficiency is the killer of human connection”. Whether it’s talking through a tough file or reassuring a client during a stressful close, Chris proves that empathy, tone, and presence can’t be replaced by email or bots. The Power of Community and Shared Learning Chris credits much of her recent success to the collaborative culture at A Better Way. From Tuesday training sessions to guest speakers like Vy Tri Truong, she’s leaned into every opportunity to learn, grow, and apply new strategies. But what makes her stand out is her implementation. She doesn’t just absorb insights—she puts them into practice, whether it’s deploying “Dreams and Goals” planning with clients or streamlining processes with tools like Loom. Her story is proof that community-driven learning can be a business multiplier. Final Thoughts Chris Pughe reminds us that success in this business isn’t about flashy funnels or the latest hacks—it’s about relationships, trust, and doing the little things right. It’s about listening when others talk, picking up the phone when others email, and showing up for your clients when it matters most. Whether you’re a new broker still finding your voice, or a seasoned vet looking to reconnect with your “why,” this episode will reignite your belief in the power of people-first mortgage brokering. Why You Should Listen This episode is a masterclass in what it takes to build a mortgage business that lasts—without burning out or losing sight of your values. Chris shares candidly about fear, growth, learning, and the emotional intelligence required to thrive in an industry that’s as much about people as it is about products. Her story is especially powerful for brokers who feel overwhelmed or unsure about how to stand out. The truth? You don’t need to chase every lead or master every tool. You just need to care, show up, and never keep yourself a secret. 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.

7/29/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

Behind the BROKER with Vy Tri Truong - Mortgage Professional In the latest episode of Behind the Broker (Ep. 46), we sat down with Vy Tri Truong, one of A Better Way’s top brokers and one of the most strategic minds in Canadian mortgage brokering. Vy brings a completely different perspective to the industry—one rooted in financial planning, fiduciary duty, and long-term thinking. As someone who identifies as a financial advisor first and a mortgage broker second, Vy is helping reshape what it means to truly serve clients in today’s complex lending environment. From his early struggles as a broker to his rise as a trusted advisor to families and investors, Vy’s story is packed with takeaways on how to build a sustainable, value-driven mortgage business. Whether you’re a new agent or a seasoned pro, this episode will challenge your assumptions—and likely change your approach. From Failure to Financial Fluency Vy’s first stint as a mortgage broker in the wake of the 2008 financial crisis didn’t go as planned. With limited leads, rate-focused conversations, and little traction, he eventually stepped away from brokering and took a role at Scotiabank. That experience gave him an inside look at the retail banking machine—where he learned first-hand how misaligned incentives and product pushing often came at the client’s expense. After roles at HomeEquity Bank and Manulife (where he helped launch inside sales teams and worked closely with financial advisors), Vy was ultimately let go—but that firing turned into a blessing. It led to a conversation with a financial planning firm that saw the opportunity to integrate mortgage strategy into comprehensive financial planning. Vy joined their team, became a licensed advisor, and re-entered the mortgage world with a new vision. Planning First, Mortgage Second Vy’s model begins with one core principle: strategy before structure. Every client conversation starts with a financial planning discussion. Vy digs into retirement goals, income needs, investment performance, and estate planning before making any product recommendations. “It’s not about the mortgage—it’s about what the mortgage is going to do for your life,” Vy says. From reworking pension income and recommending reverse mortgages, to restructuring real estate portfolios for tax efficiency, Vy’s approach is built on planning, not products. In one memorable example, he helped a couple retire by selling a single property tax-free through careful use of RRSP room, debt recycling, and investment planning. These are high-impact strategies rarely seen in day-to-day brokering. Doing the Right Thing, Even if It Costs You Vy is quick to turn away deals that don’t make sense for the client—sending them back to their bank if that’s the better path. He believes in treating every client like family, and always acting in their best interest. “We try to lose the deal before we do any work on it,” he says with a laugh. “If the rate is unbeatable, we send them there. But often, after a full planning session, they choose to work with us because they see the bigger picture.” This long-term thinking has earned Vy deep loyalty and multi-generational relationships with clients. And in a market increasingly driven by rate shopping and AI-generated “solutions,” it’s a powerful differentiator. Tools and Simplicity that Scale Despite the complexity of his client strategies, Vy’s tech setup is remarkably simple. He uses Trello for pipeline tracking, relies on email as his task list, and avoids paper altogether. Email summaries after every client meeting help him document conversations, maintain compliance, and build clarity for all parties. He also emphasizes eliminating jargon and picking up the phone when email threads get too long. “Clients don’t know mortgage terms, and they won’t ask,” he says. “Our job is to make things simple.” Health, Energy, and Seasons of Growth Vy shares openly about how the intensity of his work was impacting his health. Last November, he hired a personal trainer, committed to a strict weekend fitness regimen, and completely turned things around. The results? Better focus, more energy, and renewed mental clarity. He also talks about the natural “seasons” of this business—times to push hard, and times to rest. “Give yourself grace. This isn’t forever,” he reminds brokers navigating burnout. Training, Mentorship, and Giving Back Vy has built a reputation within ABW for his generosity in sharing knowledge. His internal training session on financial planning for brokers is still one of the most-watched in the organization’s history. As someone who struggled to find support early in his career, Vy now actively mentors newer brokers and even helped ghostwrite DLC’s original Getting Started Right guide. His advice for newcomers? Learn by doing, find a mentor—or better yet, ask to work for free on real deals. “Ten files will give you six months of experience,” he says. Why Vy Chose ABW After working with ABW as a lender rep, Vy saw a group that operated with transparency and integrity—refusing volume bonuses, trip incentives, or hidden spreads. When he returned to brokering in 2020, he knew exactly where he belonged. “These guys were the real deal. I told them if I ever got back into brokering, I was coming here. And I did.” Final Thoughts Vy’s story is more than just a comeback—it’s a blueprint for doing business the right way. It’s proof that when you lead with strategy, serve with integrity, and build with the long game in mind, success takes care of itself. He reminds us that brokers don’t just sell mortgages—we build lives. And by anchoring in planning, education, and empathy, we can help clients reach outcomes they didn’t think were possible. Why You Should Listen This episode is an unfiltered look into how a broker can transcend the rate game and become a trusted financial strategist. Vy Tri Truong blends the worlds of lending, planning, and client advocacy into one seamless model—and generously shares how others can do the same. Whether you’re a new agent or a seasoned pro, this episode will challenge you to raise your standard, rethink your approach, and rediscover the deeper value we can deliver as brokers. 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.

7/22/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

7/15/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

Realtor Panel from The Ascend Mortgage Summit: Ally Ballam, Mike Marfori, Ty Corsie & Chase Shymkiw In Episode 45 Realtor panel, recorded live at the 2025 Ascend Mortgage Summit, Jason Marshall sits down with four of the country’s most dynamic real estate professionals: Ally Ballam, Mike Marfori, Ty Corsie, and Chase Shymkiw. This candid conversation pulls back the curtain on what it really takes to build and sustain a high-performance real estate business in today’s unpredictable market. From pricing strategy and social proof to negotiation tactics and the power of personal branding, this episode is an unfiltered look into the mindset and methods of agents at the top of their game. Ally Ballam: Leading with Education and Service Ally Ballam shares how she’s built a business rooted in trust and transparency, especially as clients grapple with affordability concerns and shifting priorities. For Ally, education isn’t just a marketing tool—it’s the foundation of every client relationship. She breaks down why today’s buyers expect clear, data-backed insights, and how taking time to inform clients (instead of simply selling to them) has been the key to earning repeat business and referrals. Mike Marfori: Building Influence Through Community Mike Marfori talks about the power of local presence and community involvement as a way to differentiate in crowded markets. He shares how he balances social media visibility with in-person connections—and why consistency across all touchpoints is essential. From hosting community events to showing up daily online, Mike emphasizes that modern clients want to work with professionals who are not only knowledgeable but relatable and accessible. Ty Corsie: Mastering Social Media and Storytelling For Ty Corsie, social media isn’t optional—it’s where buyers and sellers form their first impressions. Ty offers insights on how he’s used platforms like Instagram and TikTok to showcase listings, humanize his brand, and build massive organic reach. He dives into why authenticity beats production value, and how simply showing up—sharing market updates, personal stories, and behind-the-scenes glimpses—can drive engagement and trust at scale. Chase Shymkiw: Negotiation, Mindset, and Staying Resilient Chase Shymkiw discusses the mental side of the business—especially in a market where volatility has become the norm. He shares his approach to negotiation under pressure, the importance of mindset rituals, and how staying client-focused (even when deals get stressful) is what ultimately sets top agents apart. Chase also offers tips for brokers looking to support agents through tough transactions and keep deals moving without compromising client experience. The New Buyer Psychology: What’s Changed and What Hasn’t One of the key themes across the panel is the evolution of buyer and seller expectations. Clients are more informed—and more skeptical—than ever. Interest rates, affordability, and fear of making the “wrong” move weigh heavily on decision-making. But what hasn’t changed is the need for trusted advisors who can simplify the process, provide reassurance, and bring clarity to the chaos. As Ally, Mike, Ty, and Chase all agree, speed matters—but empathy and patience still win loyalty. Collaboration Over Competition: The Broker-Realtor Dynamic Throughout the conversation, all four panelists highlight why great outcomes hinge on proactive collaboration between brokers and agents. When brokers communicate early, anticipate issues, and keep everyone informed, the process becomes smoother for clients—and less stressful for everyone behind the scenes. The group shares examples of how brokers can stand out by being solutions-focused partners, not just rate providers. For brokers, this is a clear reminder: if you want more referrals, start by making the realtor’s job easier. Why Personal Branding Is Non-Negotiable Every panelist emphasized the importance of building a brand that feels personal and authentic. In an era where consumers find you online long before they meet you in person, branding isn’t just about logos—it’s about trust signals. Whether it’s Ty’s video walkthroughs, Mike’s community initiatives, Ally’s education-first approach, or Chase’s negotiation insights, each realtor has found ways to own their narrative and connect with clients on a human level. The takeaway is simple: in a crowded market, clients don’t just choose your services—they choose you. Final Thoughts This Realtor Panel is a masterclass in mindset, marketing, and modern client service. Ally Ballam, Mike Marfori, Ty Corsie, and Chase Shymkiw each demonstrate that while the market will always change, the fundamentals of trust, consistency, and proactive communication never go out of style. If you’re a mortgage broker, this episode is your invitation to rethink how you engage with realtors, create value, and become the kind of partner agents can’t imagine working without. The market will reward those who adapt—and this conversation is proof that the blueprint already exists. Why You Should Listen This episode delivers a rare, unfiltered perspective from four of Canada’s most respected real estate professionals. You’ll hear exactly how they’re winning listings, nurturing client relationships, and driving consistent business in a volatile market. Whether you want to strengthen your realtor partnerships, level up your personal brand, or simply understand what today’s buyers and sellers expect, this conversation is packed with actionable insights you can apply right away. 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.

7/08/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

7/01/2025: Tuesday Mortgage Memo: Your Weekly Market Highlights

Behind the Lender with Jeff Adamson, Co-Founder of Neo Financial In Episode 44 of Behind the Lender, recorded live at the Ascend Mortgage Summit , Dean Lawton sits down with Jeff Adamson , Co-Founder of Neo Financial and one of the most ambitious voices in Canadian Fintech today. As one of the founders behind SkipTheDishes, Jeff knows what it takes to disrupt legacy systems. Now, with Neo, he's on a mission to rebuild Canada’s financial experience—from chequing accounts to credit cards to mortgages—with design, speed, and simplicity at the forefront. In this episode, Jeff pulls back the curtain on what the mortgage industry gets wrong, why most digital “solutions” still feel stuck in the early 2000s, and how brokers can evolve alongside their clients by embracing technology without sacrificing trust . This is more than a Fintech story. It’s a clear-eyed look at where we are, where consumers want us to be, and how smart partnerships between brokers and lenders will define the next decade. The Disconnect Between Expectations and Experience Jeff begins by breaking down his own experience applying for a mortgage—ironically, while running a company that was in the process of building one. The takeaw ay? “It felt like 2005.” Despite having the credentials, documentation, and income most lenders would love, he was forced to upload the same PDF multiple times, chase updates via email, and navigate platforms that felt neither intuitive nor modern. This pain point is more common than it should be. In a world where consumers can book flights, buy cars, and trade stocks from their ph ones, the mortgage process still feels slow, siloed, and opaque. Neo aims to solve that—not just with sleeker UX, but with a full reimagining of how lending works at every touchpoint. What Neo Is Really Building Jeff clarifies that Neo is not just trying to be “a better lender. ” It’s rebuilding the financial stack, ai ming to become the full-service financial partner for the modern Canadian. For mortgages specifically, this means vertical integration across the customer journey: onboarding, document collection, communication, and funding—wrapped into a single experience that feels fast, personal, and frictionless. Unlike many Fintechs that bolt on a few tools or outsource their backend to traditional banks, Neo is focused on controlling the entire customer journey to eliminate handoffs and elevate clarity. Where Brokers Fit Into the Future One of the most compelling parts of this conversation is Jeff’s recognition th at brokers are not the problem—they’re part of the solution. Despite being a founder of a tech company, Jeff sees broker s as key partners in the mortgage process, especially for clients who need education, advice, and strategy. Technology, in his view, should augment the broker’s value, not replace it. Neo’s vision is to provide tools th at give brokers more transparency, faster deal movement, and better client communication, so they can focu s on what matters: building trust and closing smart. Speed Without Sacrificing Trust Consumers today expect speed, visibility, and on-demand access —but when it comes to mortgages, they also want trust, empathy, and human advice. That balance is what Neo is working to strike. Jeff emphasizes that clients will continue to value brokers who act as advisors—but they’ll lose patience with outdated processes, paper-based workflows, and unresponsive systems. To win moving forward, brokers must pair their relationship-building s kills with modern infrastructure—and le nders must provide that infrastructure in a way that supports, not competes. Generational Shifts Are Already Here Jeff explains t hat millennials and Gen Z are not “up next”—they’re already driving the housing and financial market. Their expectations are shaped by companies like Shopify, Tes la, and Amazon—not traditional banks. They want everything faster, clearer, and mobile-first. But they also crave connection and service. Neo’s approach is to meet them there —fusing design thinking with deep financial literacy, and crea ting a system that works for this generation, not the last. For brokers, the message is clear: evolve with your clients or risk becoming irrelevant. The Neo Difference So what truly separates Neo from the pack? They’re not outsourcing the tech. Neo builds its systems from scratch to ensure every experience is seamless. They’re vertically integrated. Neo controls the flow of communication between borrower, broker, and funder. They’re broker-aligned. Rather than cutting out brokers, they’re building tools to support them. They’re thinking long-term. This isn’t about chasing the lowest rate—it’s about delivering real value to Canadians over time. Jeff sees a future where brokers can do more deals, with le ss back-and-forth, and better client satisfaction—all powered by smart technology and supported by human connection. Final Thoughts Jeff Adamson’s perspective is a powerful reminder that innovation in the mortgage industry isn’t just about digitizing forms—it’s about rethinking the entire experience from the ground up. As consumers evolve, so must the systems, processes, and partnerships that serve them. Neo Financial isn’t just building a faster mortgage; they’re building a smarter ecosystem—one that supports brokers, empowers clients, and challenges the status quo of traditional lending. For brokers, the message is clear: embracing change doesn’t mean abandoning relationships. In fact, with the right tools and tech-enabled partners, your ability to build trust, deliver value, and grow your business has never been stronger. This episode is both a wake-up call and an invitation—to stay curious, stay adaptable, and lean into the opportunities that transformation brings. Why You Should Listen This episode delivers a bold yet practical vision for the future of mortgage lending. Jeff Adamson, Co-Founder of Neo Financial, shares what’s broken in today’s mortgage experience and how Neo is reimagining the process to align with modern consumer expectations. From building a vertically integrated platform to empowering brokers with smarter tools—not replacing them—Jeff outlines how Neo is transforming outdated systems into fast, intuitive, and relationship-driven solutions. Whether you’re a broker navigating rising client demands or a lender looking to stay ahead of industry shifts, this conversation offers fresh insight into how technology, trust, and design can work together to elevate the mortgage experience. It’s a must-listen for anyone serious about evolving with the market and delivering real value in a digital-first world. Don’t miss the full conversation! Listen or watch now on your preferred platform! 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.