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David Wharton Managing Editor Greater Than the Sum of Our Parts D iversity and inclusion are topics we cover often in MReport, and are also important focuses for our parent company, the Five Star Institute. From our support of the American Mortgage Diversity Council (AMDC) to our planned upcoming Diversity & Inclusion Symposium, it's our privilege to explore and showcase the ways the mortgage industry is working to build a more diverse workforce and to bring the American dream of homeownership within reach of as many people as possible. With April being Celebrate Diversity Month, we are once again exploring the topic via our cover story interview with Tai Christensen, CBC Mortgage Agency's recently appointed Diversity, Equity, and Inclusion Officer. She also serves as an Advisory Board Member for the AMDC. In this exclusive interview, Christensen discusses housing inequality, the racial wealth gap, and the value of diversity, inclusivity, and equity. Our other April features kick off with "Homing in on a Holistic Mortgage Experience." In this piece, Jim Freeman, Senior Director of Software Development at Fiserv, Inc., explores why remaining rooted in the past is simply not an option. Read on to learn why now is the time to consider ways to improve communication, e-delivery, and social media use. Next up, Sipho Simela, Head of Mortgage Strategy at Ocrolus, brings us "Mortgage Lending Best Practices: How the Goalposts Are Shifting." In 2021, Simela explains, lenders will need motivated sellers to enter the market or loan volumes will plateau, ending a multi-year rise in mortgage markets. In "How Digital Mortgage Processing Can Keep the Industry Afloat," RealKey founder Christopher Hussain discusses why lenders will need the efficiencies provided by automated document collection and review to help deal with increasing workloads. Finally, this issue brings you "Tool of the Trade: Why the Mortgage Industry Should Embrace Its New Digital Evolution." Written by Kirk Waldfogel, CEO of Model Match, takes us through why now is the time to take the profits of 2020 and reinvest in your firm's tech for the future. Welcome to the April 2021 edition of MReport. 2 | M R EP O RT MNOTES © 2011 First American Financial Corporation and/or its affiliates. All rights reserved. YOUR business is OUR business! First American Mortgage Services is laser focused on mitigating YOUR cost, risk and exposure by aligning our advanced solutions with YOUR strategic objectives and compliance needs. We are the New First American, over 120 years young, strong and financially secure. Insight | Innovation | Integrity First American Title Insurance Company and First American Mortgage Services make no express or implied warranty respecting the information presented and assume no responsibility for errors or omissions. FIRST AMERICAN and FIRST AMERICAN TITLE are trademarks owned by First American Financial Corporation. 2 | Th e M Rep o RT Publisher Jon Ball contributing editor Abby Gregory online editor theMrePort.coM Ryan Schuette coPy editors Alison Rich emily White Youree heather hill contributors phil Britt Bob Calandra eric Fox Jack Konyk Mark Lieberman creative director Jason Stone art director Jonathan Won associate art directors Bruce Sons Chanyanont Loha-Unchit design director Sean Walker advertising Dina Duncan (214.525.6740) Jason Myers (214.525.6760) Andi Zimmerman (214.525.6724) technology Toby Tull Brandon Shangraw social Media Leon McKenzie Ani Vera circulation/corresPondence Celina Avila corPorate officers chairMan & chief creative officer chief executive officer Mark hulme edward R. Delgado business develoPMent Andi Zimmerman chief financial officer John harrison director of huMan resources ernest Gillespie director of oPerations Toby Tull account executives senior account executive Donna Lott (214.525.6792) sPonsorshiPs Jason Myers (214.525.6760) account executives Renee Charles (214.525.6742) Thomas Griffin (214.525.6754) Kristin Larson (214.525.6713) Ryan McLemore (214.525.6706) Marketing Travis Bogdon Matt hulme Production Kyle Curtis Miguel Martinez Christian McCrossan concierge Celina Avila art direction Jason Stone Sean Walker Jonathan Won No part of this publication may be reproduced without written permission from the publisher. ©2011 Reo publishing LLC All Rights Reserved This publication is intended to provide accurate, authoritative, and detailed information in regard to the subject matter covered. All written materials are disseminated with the understanding that the publisher is not engaged in rendering legal advice or other professional services. Under no circumstance should the information contained herein be relied upon as legal advice as it is designed to be a source of information only. MReport strongly encourages the use of qualified attorneys or other qualified experts with regard to the subject matter covered. MReport does not guarantee the accuracy of the information and is not liable for any damages, losses, or other detriment that may result from the use of these materials. FORDEFAULTSERVICINGPROFESSIONALS THEFIVESTARINSTITUTE Follow us. EDITOR-IN-CHIEF Rachel Williams MANAGING EDITOR David Wharton EXECUTIVE CREATIVE DIRECTOR Jonathon Won CREATIVE DIRECTOR Jason Stone REPORTER Christina Hughes Babb ONLINE CONTRIBUTORS Veronica Bradley Chuck Green Eric Peck CONTRIBUTORS Jim Freeman Christopher Hussain Sipho Simela Kirk Waldfogel COPY EDITOR Brandy Scott ADVERTISING 214.525.6700 EDITORIAL ADVISORY BOARD Danielle Hale, Chief Economist, Realtor.com ® ; Ken Markison, Of Counsel, Weiner Brodsky Kider PC; Alex McGillis, Director of Product Development, Quicken Loans Erik Schmitt, Managing Director of Origination Division, Chase Home Lending; Rocky Stubbs, Managing Partner, Excelsior Dynamic Corporate Officers CHIEF EXECUTIVE OFFICER Todd Storch CHIEF FINANCIAL OFFICER Jonathan Hughes ART DIRECTION Jordan Funderburk, Jason Stone, Jonathon Won No part of this publication may be reproduced without written permission from the publisher. © 2021 Five Star Global, LLC. All Rights Reserved This publication is intended to provide accurate, authoritative, and detailed information in regard to the subject matter covered. All written materials are disseminated with the understanding that the publisher is not engaged in rendering legal advice or other professional services. Under no circumstance should the information contained herein be relied upon as legal advice as it is designed to be a source of information only. MReport strongly encourages the use of qualified attorneys or other qualified experts with regard to the subject matter covered. MReport does not guarantee the accuracy of the information and is not liable for any damages, losses, or other detriment that may result from the use of these materials.