The big interview: UWM’s Wilner on building servicing she always wished existed
For brokers, the payoff is in what happens between transactions. She said if customers remain happy throughout the servicing process, they’re more likely to stay with UWM, and therefore their broker, when it’s time to make a move.
“Those customers remain happy through the process,” Wilner said. “So when Mia calls them to say, ‘Hey, let’s talk about a refinance,’ they’re not thinking, ‘Oh, right, get me out of this place.’ The broker is not involved in servicing it, but the good from that will come back to them.”
The woman behind the build
Wilner is one of the most senior women in the mortgage industry. Samantha Shelton, a broker from the Detroit suburbs, mentioned both Wilner and UWM chief marketing officer Sarah DeCiantis when asked about role models earlier this year. Wilner said she took a while to see herself that way.
“It’s more recent in my path that I’ve tried to be a bigger part of that,” she said. “Woman, man, child, adult — everybody needs somebody to hold them accountable, to help push them, somebody to look up to. Learning to bet on people and the things that I see in them that they might not even see themselves — that’s what I try and focus on.”
She traces the foundation of her work ethic to her father. He hauled cement in the Detroit area, waking at 3:30 a.m. and getting home around 7 p.m., six days a week.
