Podcast Summary: Mortgage Marketing Radio

Episode: Mastering Team Building in the Mortgage Industry
Air Date: October 23, 2025
Host: Geoff Zimpfer
Guest: Irene Duford, Veteran Mortgage Originator & Coach

Episode Overview

This episode of Mortgage Marketing Radio is dedicated to helping mortgage loan originators master the essential skill of building and growing a high-performing team. Host Geoff Zimpfer interviews acclaimed coach and veteran originator Irene Duford to discuss key strategies and practical tools for hiring the right people, leveraging personality profiles, and breaking free of the “do it all yourself” mindset that hinders growth. The conversation provides actionable advice on identifying when to make your first hire, ensuring the right fit through DISC profiling, and fostering team motivation and retention.

Key Discussion Points & Insights

The Cost of Doing Everything Yourself

The "Originator Trap": Many loan officers end up working 50-80 hours a week because they handle marketing, originating, processing, and business operations alone. The cycle of generating business, filling the pipeline, then pausing lead-gen to process loans results in inconsistent volume and eventual burnout.
Quote:

“The biggest thing is trying to do it all themselves... they go get business, the business comes in, they stop going to get business, and then they have a dry pipeline again.”
— Irene Duford [05:34]
Fear of Hiring: A major reason originators delay hiring is fear of the expense, particularly worrying about the annual salary commitment, without realizing that the right hire can help them scale far more quickly.
Quote:

"They’re afraid to put the money out… but if that person is the right person that they hire, that person actually ends up bringing more business.”
— Irene Duford [06:08]

When & Who to Hire First

Hiring Threshold: Duford recommends getting serious about hiring when you are regularly closing around five loans a month, though this can depend on loan types, market, and personal efficiency.
[06:59]
First Role: The critical first hire is typically a Loan Partner (LOA or Loan Officer Assistant)—someone with enough experience to handle client communication, gather documentation, and manage files so the originator can focus on bringing in new business.
- Responsibilities: Taking first calls, setting appointments, prepping files, managing docs, and liaising with the processor once the contract is in.
  [07:55]

How to Find the Right Fit & Avoid Bad Hires

Start with Role Clarity: Before starting the hiring process, clearly define what you want the hire to do. This prevents frustration and mismatched expectations.
Quote:

“The first thing is clearly defining what you want that person to do. Before you even do an ad, you have to know exactly what you’re looking for…”
— Irene Duford [10:32]
Interview Best Practices:
- Ask questions about relevant experience and test candidates with real scenarios (e.g., a mock loan setup).
- Prioritize people who ask thoughtful questions back—this signals engagement and curiosity.
  [11:15]; [12:33]
Customizing Job Ads: Tailor your ad to attract exactly the type of applicant you need (e.g., requiring experience, specifying personality traits).

Leveraging the DISC Profile in Hiring

Using DISC for Mortgage Team Roles

Irene stresses the value of having candidates take the DISC personality assessment (and related values/motivator profiles) to predict job fit and minimize hiring mistakes.
[14:00-14:43]

DISC Overview:
- D: Driver
- I: Interactive (“people person”)
- S: Steady
- C: Conscientious (detail-oriented, compliance)

Ideal DISC Profiles by Role

Loan Partner/LOA:
- D: Low to moderate (25–40). Enough drive to own tasks, but not so much they want to be the boss.
- I: Moderately high (50–70). Friendly, but not overly chatty.
- S: High (70–80). Prefers steadiness and calm—ideal for client reassurance.
- C: Moderate (no higher than 60–65). Reliable with details, not perfectionist to the point of slowdowns.
  Quote:
“The I needs to be above 50, but not past probably 65 or 70… The S on steady, we want them up past 70... The C... no higher than a 60 or 65.”
— Irene Duford [18:46–19:29]
Processor:
- D: Moderate to high (40–80). Task-driven but not domineering.
- I: Lower unless role involves client interaction.
- S: High (60–70). Steady and dependable.
- C: Very high (up to 90). High accuracy is positive here, though excessive perfectionism can slow things down.
  [20:48–24:57] Quote:
“Most processors will be in the 90s [for C]... they also take a long time to get things done. That’s why as a loan partner, you don’t want a really high C…”
— Irene Duford [24:59]

Notable DISC Insights

Loan processor should NOT be a high I—they’ll be "on the phone all the time" and will chat more than process.
[15:21–15:27]
Motivators and values (“What drives them?”) should be understood, not just the behavioral style.
[17:44]; [25:41]

Motivating and Retaining Key Team Members

It’s Not All About Money

Compensation: A mix of salary and bonus is ideal; bonuses don’t have to be strictly monetary.
[26:05]
Meaningful Recognition:
- Tailor acknowledgements to what matters to the individual—public praise, handwritten notes, or unique gifts.
- Use the “Languages of Appreciation in the Workplace” assessment (by Gary Chapman, author of The Five Love Languages) for deeper insight into what resonates with your team. Quote:
“You have to know what matters to the person that you’re working with.”
— Irene Duford [27:20]
“Sometimes you give a bonus and sure, money’s great, but it would have meant more if you’d written them a really nice note or talked about how great they’re doing in front of everyone else, because that’s the language that they speak.”
— Irene Duford [28:57]

Self-Awareness, Team Communication, and Growth

Leaders Must Know Themselves: Take your own DISC (and values) profile regularly; your natural communication and stress behaviors affect your team.
[31:39]
Communication Styles Change: While core personality traits are stable, you can adapt for better interactions—true mastery is "adjusting your communication style to map to the person you’re interacting with." Quote:

“That’s the key… That self-awareness… that’s why I act like that when I’m in this situation.”
— Geoff Zimpfer [30:48]
Regularly Check for Fit: Don’t rush to hire out of desperation; short-term pain for the right long-term fit is worth it.
[36:50]

Concrete Steps & Resources

DISC and Appreciation Assessments:
- Free DISC: Tony Robbins DISC Profile
- Languages of Appreciation Assessment ($15): Link ([36:31]; [36:49])
Training & Services from Irene Duford:
- LoanTeamTraining.com: WOW Training (client delight, teamwork, systems), Client Conversion Training, Loan Assistant Bootcamp [38:49–39:02]
- Hiring Consultations: Irene offers a service to guide hiring, including interviewing final candidates ([39:27])
- Coaching Calls: Free discovery call: CallWithIrene.com ([37:29])

Memorable Moments & Quotes

“If you’re thinking about hiring, get clear on what role it is you want them to do. And then… get clear on who is the right person for that role. Don’t sacrifice the right person just because you’re in some short-term pain.”
— Geoff Zimpfer [36:50]
Personal Anecdotes: Both Geoff and Irene share how DISC and languages of appreciation improved their marriages and work relationships. [29:12–34:12]
“We’ve trained over a thousand people… It’s helped hundreds of people.”
— Irene Duford on the impact of her courses [39:59]

Timestamps for Key Segments

[04:07] — Irene’s introduction & background
[05:34] — The “do it all yourself” trap
[06:59] — The hiring threshold and first role
[09:04] — Avoiding bad hires and interview strategies
[14:00] — The power of DISC profiling
[16:43] — Detailed breakdown of ideal DISC profiles
[18:46] — Loan partner trait specifics
[24:57] — Processor DISC profile traits
[26:05] — Motivation: Money and beyond
[27:30] — “Languages of Appreciation” tool and its importance
[31:39] — Self-awareness and communication dynamics
[36:50] — Don’t rush the hire; resources for assessments
[37:29] — How Irene helps teams grow
[38:49] — Overview of training programs

Final Thoughts

This episode is an in-depth guide for any mortgage professional serious about building a scalable, sanity-saving team. Geoff and Irene illuminate the path from solo “do-it-all” operator to true team leader—with actionable tips on hiring, personality profiling, and creating a workplace where people want to stay and grow.

Action Steps for Listeners:

Take your own DISC and appreciation assessments.
Clearly define the role before hiring.
Use assessments to select and motivate team members.
Check out Irene Duford’s resources for loan team training and hiring support.

Connect with Irene Duford:

Loan Team Training
CallWithIrene.com for discovery calls
LinkedIn & Instagram (see podcast show notes)

Contact Mortgage Marketing Radio/Geoff Zimpfer:

See links in show notes for programs like MyAgentClasses

“What holds loan officers back… is they want to make sure they get the right one. It holds them back from going out and getting more business. There’s no reason for it. And I’ll walk them through it.”
— Irene Duford [41:01]

Podcast Summary: Mortgage Marketing Radio

Episode: Mastering Team Building in the Mortgage Industry
Air Date: October 23, 2025
Host: Geoff Zimpfer
Guest: Irene Duford, Veteran Mortgage Originator & Coach

Episode Overview

Key Discussion Points & Insights

The Cost of Doing Everything Yourself

The "Originator Trap": Many loan officers end up working 50-80 hours a week because they handle marketing, originating, processing, and business operations alone. The cycle of generating business, filling the pipeline, then pausing lead-gen to process loans results in inconsistent volume and eventual burnout.
Quote:

“The biggest thing is trying to do it all themselves... they go get business, the business comes in, they stop going to get business, and then they have a dry pipeline again.”
— Irene Duford [05:34]
Fear of Hiring: A major reason originators delay hiring is fear of the expense, particularly worrying about the annual salary commitment, without realizing that the right hire can help them scale far more quickly.
Quote:

"They’re afraid to put the money out… but if that person is the right person that they hire, that person actually ends up bringing more business.”
— Irene Duford [06:08]

When & Who to Hire First

Hiring Threshold: Duford recommends getting serious about hiring when you are regularly closing around five loans a month, though this can depend on loan types, market, and personal efficiency.
[06:59]
First Role: The critical first hire is typically a Loan Partner (LOA or Loan Officer Assistant)—someone with enough experience to handle client communication, gather documentation, and manage files so the originator can focus on bringing in new business.
- Responsibilities: Taking first calls, setting appointments, prepping files, managing docs, and liaising with the processor once the contract is in.
  [07:55]

How to Find the Right Fit & Avoid Bad Hires

Start with Role Clarity: Before starting the hiring process, clearly define what you want the hire to do. This prevents frustration and mismatched expectations.
Quote:

“The first thing is clearly defining what you want that person to do. Before you even do an ad, you have to know exactly what you’re looking for…”
— Irene Duford [10:32]
Interview Best Practices:
- Ask questions about relevant experience and test candidates with real scenarios (e.g., a mock loan setup).
- Prioritize people who ask thoughtful questions back—this signals engagement and curiosity.
  [11:15]; [12:33]
Customizing Job Ads: Tailor your ad to attract exactly the type of applicant you need (e.g., requiring experience, specifying personality traits).

Leveraging the DISC Profile in Hiring

Using DISC for Mortgage Team Roles

Irene stresses the value of having candidates take the DISC personality assessment (and related values/motivator profiles) to predict job fit and minimize hiring mistakes.
[14:00-14:43]

DISC Overview:
- D: Driver
- I: Interactive (“people person”)
- S: Steady
- C: Conscientious (detail-oriented, compliance)

Ideal DISC Profiles by Role

Loan Partner/LOA:
- D: Low to moderate (25–40). Enough drive to own tasks, but not so much they want to be the boss.
- I: Moderately high (50–70). Friendly, but not overly chatty.
- S: High (70–80). Prefers steadiness and calm—ideal for client reassurance.
- C: Moderate (no higher than 60–65). Reliable with details, not perfectionist to the point of slowdowns.
  Quote:
“The I needs to be above 50, but not past probably 65 or 70… The S on steady, we want them up past 70... The C... no higher than a 60 or 65.”
— Irene Duford [18:46–19:29]
Processor:
- D: Moderate to high (40–80). Task-driven but not domineering.
- I: Lower unless role involves client interaction.
- S: High (60–70). Steady and dependable.
- C: Very high (up to 90). High accuracy is positive here, though excessive perfectionism can slow things down.
  [20:48–24:57] Quote:
“Most processors will be in the 90s [for C]... they also take a long time to get things done. That’s why as a loan partner, you don’t want a really high C…”
— Irene Duford [24:59]

Notable DISC Insights

Loan processor should NOT be a high I—they’ll be "on the phone all the time" and will chat more than process.
[15:21–15:27]
Motivators and values (“What drives them?”) should be understood, not just the behavioral style.
[17:44]; [25:41]

Motivating and Retaining Key Team Members

It’s Not All About Money

Compensation: A mix of salary and bonus is ideal; bonuses don’t have to be strictly monetary.
[26:05]
Meaningful Recognition:
- Tailor acknowledgements to what matters to the individual—public praise, handwritten notes, or unique gifts.
- Use the “Languages of Appreciation in the Workplace” assessment (by Gary Chapman, author of The Five Love Languages) for deeper insight into what resonates with your team. Quote:
“You have to know what matters to the person that you’re working with.”
— Irene Duford [27:20]
“Sometimes you give a bonus and sure, money’s great, but it would have meant more if you’d written them a really nice note or talked about how great they’re doing in front of everyone else, because that’s the language that they speak.”
— Irene Duford [28:57]

Self-Awareness, Team Communication, and Growth

Leaders Must Know Themselves: Take your own DISC (and values) profile regularly; your natural communication and stress behaviors affect your team.
[31:39]
Communication Styles Change: While core personality traits are stable, you can adapt for better interactions—true mastery is "adjusting your communication style to map to the person you’re interacting with." Quote:

“That’s the key… That self-awareness… that’s why I act like that when I’m in this situation.”
— Geoff Zimpfer [30:48]
Regularly Check for Fit: Don’t rush to hire out of desperation; short-term pain for the right long-term fit is worth it.
[36:50]

Concrete Steps & Resources

DISC and Appreciation Assessments:
- Free DISC: Tony Robbins DISC Profile
- Languages of Appreciation Assessment ($15): Link ([36:31]; [36:49])
Training & Services from Irene Duford:
- LoanTeamTraining.com: WOW Training (client delight, teamwork, systems), Client Conversion Training, Loan Assistant Bootcamp [38:49–39:02]
- Hiring Consultations: Irene offers a service to guide hiring, including interviewing final candidates ([39:27])
- Coaching Calls: Free discovery call: CallWithIrene.com ([37:29])

Memorable Moments & Quotes

“If you’re thinking about hiring, get clear on what role it is you want them to do. And then… get clear on who is the right person for that role. Don’t sacrifice the right person just because you’re in some short-term pain.”
— Geoff Zimpfer [36:50]
Personal Anecdotes: Both Geoff and Irene share how DISC and languages of appreciation improved their marriages and work relationships. [29:12–34:12]
“We’ve trained over a thousand people… It’s helped hundreds of people.”
— Irene Duford on the impact of her courses [39:59]

Timestamps for Key Segments

[04:07] — Irene’s introduction & background
[05:34] — The “do it all yourself” trap
[06:59] — The hiring threshold and first role
[09:04] — Avoiding bad hires and interview strategies
[14:00] — The power of DISC profiling
[16:43] — Detailed breakdown of ideal DISC profiles
[18:46] — Loan partner trait specifics
[24:57] — Processor DISC profile traits
[26:05] — Motivation: Money and beyond
[27:30] — “Languages of Appreciation” tool and its importance
[31:39] — Self-awareness and communication dynamics
[36:50] — Don’t rush the hire; resources for assessments
[37:29] — How Irene helps teams grow
[38:49] — Overview of training programs

Final Thoughts

Action Steps for Listeners:

Take your own DISC and appreciation assessments.
Clearly define the role before hiring.
Use assessments to select and motivate team members.
Check out Irene Duford’s resources for loan team training and hiring support.

Connect with Irene Duford:

Loan Team Training
CallWithIrene.com for discovery calls
LinkedIn & Instagram (see podcast show notes)

Contact Mortgage Marketing Radio/Geoff Zimpfer:

See links in show notes for programs like MyAgentClasses

“What holds loan officers back… is they want to make sure they get the right one. It holds them back from going out and getting more business. There’s no reason for it. And I’ll walk them through it.”
— Irene Duford [41:01]

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Summary

Podcast Summary: Mortgage Marketing Radio

Episode Overview

Key Discussion Points & Insights

The Cost of Doing Everything Yourself

When & Who to Hire First

How to Find the Right Fit & Avoid Bad Hires

Leveraging the DISC Profile in Hiring

Using DISC for Mortgage Team Roles

Ideal DISC Profiles by Role

Notable DISC Insights

Motivating and Retaining Key Team Members

It’s Not All About Money

Self-Awareness, Team Communication, and Growth

Concrete Steps & Resources

Memorable Moments & Quotes

Timestamps for Key Segments

Final Thoughts

Summary

Podcast Summary: Mortgage Marketing Radio

Episode Overview

Key Discussion Points & Insights

The Cost of Doing Everything Yourself

When & Who to Hire First

How to Find the Right Fit & Avoid Bad Hires

Leveraging the DISC Profile in Hiring

Using DISC for Mortgage Team Roles

Ideal DISC Profiles by Role

Notable DISC Insights

Motivating and Retaining Key Team Members

It’s Not All About Money

Self-Awareness, Team Communication, and Growth

Concrete Steps & Resources

Memorable Moments & Quotes

Timestamps for Key Segments

Final Thoughts