TheMReport

22 | TH E M REP O RT T here are few women more respected in housing than Dana Dillard EVP and Chief Customer Officer at Nationstar Mortgage. Dillard, a more than 20 year veteran of the housing industry and 2009 Five Star Humanitarian award winner, believes that treating customers with compassion and respect is at the core of the her work. She recognizes that for many of her customers, owning a home will be the biggest purchase that they ever make. "I'm kind of old school when it comes to the idea of homeowner- ship," Dillard said. "I still feel like it is the dream of many families, and as I tell our Customer Relations team members, it is the purchase of a lifetime for most. Our homes are where we build our relation- ships, put our kids to bed at night and think about our futures." Put simply, homes are where our memories are made. For Dillard, her memories of her first house are wrapped up in her experiences as a newlywed and from her children spending the early part of their lives in the home as well. Her philosophy towards cus- tomers is shaped by her experience as a young home owner. "I re- member feeling overwhelmed with all the choices. Who knew there were so many brown carpets! I also felt like a real grown up sign- ing all that paperwork." Being grown up and owning a home comes with broader respon- sibilities. From saving for a down payment to committing to pay a mortgage for 30 years the reality of the commitment that is being made may be daunting for even the most responsible among us. In the face of being over- whelmed, Dillard encourages first time buyers to think big picture to avoid falling behind. "Remember that making the house payment is just a piece of the total finan- cial pie with homeownership," she stressed. "Between buying appliances, updating the furnish- ings, paying for utilities, and taking care of the yard, there are a lot of expenses. Don't buy so much house that you can't enjoy living there!" Still, while home ownership is still near and dear to her heart, Dillard recognizes that it's not for everyone, especially this generation of women who are more career focused than ever before. "We are certainly seeing the next generation of women taking a more cautious look at homeownership and whether or not the risk outweighs the reward," she said. "With women being more mobile in their careers, and not necessarily wanting to put down permanent roots, I think the question is whether women will want the responsibility of owning a home, not whether they can afford one. It's understandable to me that many women in their 20s and 30s may wish to rent a home or apartment in lieu of buying until they are certain it is time to put roots down." The hesitancy to put down roots stems from the recogni- tion that flexibility is required because of the unprecedented opportunity for women to climb the corporate ladder. It's easier than ever to pack up and move across country to chase a dream. This generation is likely to be more transient than any that has come before it. Dillard stresses to young women looking to move up in housing that cre- dentials, while beneficial, are not everything. "All of the men in the "C" suite offices don't necessarily have MBAs from Harvard or Wall Street level analytical skills, she said. "Operators who grow up in servicing can have executive level jobs too. A good education, an authentic work ethic, and tackling every job, no matter how menial, with enthusiasm goes a long way in moving up the ladder." POWER PLAYERS Special Section Dana DILLARD A good education, an authentic work ethic, and tackling every job, no matter how menial, with enthusiasm goes a long way in moving up the ladder." CHIEF CUSTOMER OFFICER AT NATIONSTAR MORTGAGE

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