Total Expert

In this episode, Melissa Wright, chief sales and marketing officer at American Pacific Mortgage, stops by Expert Insights to talk about her real estate and entrepreneurial journey. Topics of conversation include: <ul><li>Living through market shifts and adapting to challenges</li><li>Finding strength in marketing and bringing business units together</li><li>Creating strong relationships and choosing great mentors</li><li>The scale and volume of American Pacific Mortgage</li><li>Focusing on production, people, and profitability</li><li>Advice to those in leadership and sales</li></ul>

Melissa Wright joined American Pacific Mortgage in April 2015 and is responsible for leading both the corporate retail channel and the marketing department. As a member of the executive team, she works strategies at the highest level of the organization related to production, sales and marketing. Prior to joining APM, Melissa was the President of Axiom Financial, a company she co-built in 1996. She was responsible for the company’s growth, culture, strategies, operations, compliance and overall performance for over 18 years. With the sale to PHH, she also oversaw an initiative to integrate marketing nationwide and has a passion for enhancing many brands’ distinctive identity and market position. 

Melissa Wright

Chief Sales and Marketing Officer, American Pacific Mortgage

Melissa Wright, chief sales and marketing officer at American Pacific Mortgage, stops by Expert Insights to talk about her real estate and entrepreneurial journey.


Being Comfortable in the Uncomfortable

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Total Expert is the leading fintech software company that delivers purpose-built CRM and customer engagement for modern financial institutions. The Total Experience Platform unifies data, marketing, sales, and compliance solutions to provide a cohesive experience across the customer lifecycle. Total Expert turns customer insights into actions to increase loyalty and drive growth for banks, lenders, credit unions, and other financial services firms.

Expert Insights

In this episode, Dart Bank President and CEO, Bill Hufnagel, joins Expert Insights' host, Joe Welu, to share his vision for Dart Bank and how he is leading the bank to be values-based and high tech, high touch.

Bill began his leadership career at First National Bank of America in 1994, as a Regional Investment Manager.  In 1999, he co-founded Providence Mortgage Company and served as President/Chief Executive Officer. In 2009, the group joined forces with Summit Bank, and in 2014 the team joined Dart Bank, to which Bill became President/Chief Executive Officer in 2018. Bill is a graduate of Spring Arbor College with a Bachelor of Arts degree in Management and Organizational Development, as well as a graduate of Stonier Graduate School of Banking with a Leadership Certificate from the Wharton School of Business.  Bill has been recognized by the Community Bankers of Michigan and was awarded The Best of Community Banking Award for 2021.  

Bill Hufnagel

President/CEO, Dart Bank

Dart Bank President and CEO, Bill Hufnagel joins Expert Insights' host, Joe Welu, to share his vision for Dart Bank and how he is leading the bank to be values-based and high tech, high touch. 


Creating a Values-Based Bank

How Dart Bank CEO Became a Values-Based Leader 

Dart Bank President and CEO, Bill Hufnagel joins Expert Insights' host, Joe Welu, to share his vision for Dart Bank and how he is leading the bank to be values-based and high tech, high touch.


Julian Hebron joins Expert Insights to talk all about mortgage financing and how current events and inflation are impacting the lending industry. Host Joe Welu and Julian delve into strategies for educating customers, optimizing budgets, and driving conversion.

Founder of The Basis Point, a sales & strategy consultancy to banks, lenders, and fintechs, and a down to earth financial media brand. Proud exec alum of UBS, Wells Fargo, loanDepot, and LendUS/RPM Mortgage. The Basis Point advises companies reinventing banking and real estate. And we analyze the noisy consumer finance, real estate, and fintech web to deliver insight you need in a voice you can relate to.

Julian Hebron

Founder, The Basis Point

Julian Hebron joins Expert Insights to talk all about mortgage financing and how current events and inflation are impacting the lending industry. Host Joe Welu and Julian also delve into strategies for taking care of and educating customers, as well as ideas on optimizing budgets and driving conversion. 


Navigating Over-Hyped Inflation Headlines

Showing Customers Value and Maximizing Business Funnels

Julian Hebron joins Expert Insights to talk all about mortgage financing and how current events and inflation are impacting the lending industry. Host Joe Welu and Julian delve into strategies for educating customers, optimizing budgets, and driving conversion. 


In the age of digital marketing, what do lenders need to understand about connecting with the multicultural market to grow homeownership? On this episode of Expert Insights, Joe Welu and Tony Thompson discuss two ways can elevate their multi-cultural marketing in the purchase market ahead.

Tony is a highly driven, results-focused, decisive leader with ten years of multi-state sales management experience. Experienced in designing high-performance work teams to achieve peak performance in various sales environments. Furthermore, demonstrates business and technical savvy to implement and deliver measurable results in the areas of business development, talent acquisition, P&L management, financial analysis and human capital management.

Tony Thompson

Founder/CEO of NAMMBA

Three in four new mortgage borrowers will be women, people of color, or LGBTQ. How are you elevating your multi-cultural marketing to speak to prospect borrowers? Joe Welu and Tony Thompson discuss two ways that lenders can better serve multi-cultural audiences. 


Two Ways Lenders Should Elevate Multicultural Marketing

How lenders can better execute multi-cultural marketing  

The concept of innovation isn't new to financial services. Yet, the elusive innovation topic continues to be a top priority for banks and lenders. Joe Welu and James Robert Lay discuss three critical roadblocks to innovation and strategies that financial institutions can use to truly achieve innovation.

James Robert is the founder and CEO of the Digital Growth Institute where he has guided more than 560 financial brands on a mission to simplify digital marketing and sales strategies that empower banks and credit unions to generate 10X more loans and deposits. 

James Robert Lay

CEO, Digital Growth Institute 

The concept of innovation isn't new to financial services. Yet, the elusive innovation topic continues to be a top priority for banks and lenders. Joe Welu and James Robert Lay discuss three critical roadblocks to innovation and strategies that financial institutions can use to truly achieve innovation.


How Banks and Lenders Can Tackle Three Critical Innovation Roadblocks

How Banks Can Tackle Three Critical Innovation Roadblocks  James Robert Lay, CEO of Digital Growth Institute

Service is in banking’s soul. It’s a core part of driving growth. However, recent history in banking, especially fintech innovation, raises an important question: With fintechs winning so many new customers, does product innovation mean banking organizations can no longer depend on service to compensate for a commoditized product offering? Joe Welu is joined by Ron Shevlin to answer, is customer experience dead?

Considered one of the banking industry’s most notable experts, Ron Shevlin has been a management consultant for more than 25 years, working with leading financial services, consumer products, retail and manufacturing firms all over the world. As the Chief Research Officer at Cornerstone Advisors, Ron calls on his analytical acumen to author a variety of corporate and commissioned research reports.

Ron Shevlin

Chief Research Officer,  Cornerstone Advisors

With fintechs winning so many new customers, does product innovation mean banking organizations can no longer depend on service to compensate for a commoditized product offering? Joe Welu is joined by Ron Shevlin to answer, is customer experience dead?


How Product Innovation Changes Customer Experience

Is Product Innovation or Customer Experience More Important for Banks?

With fintechs winning so many new customers, does product innovation mean banking organizations can no longer depend on service to compensate for a commoditized product offering? On the latest episode of Expert Insights, Joe Welu is joined by Ron Shevlin to answer, is customer experience dead?


As rising rates in 2021 slow one of the greatest&nbsp;refi booms ever, more banks and lenders are adding mortgage servicing to&nbsp;their&nbsp;diversification playbook. In this episode, Joe Welu and The Basis Point’s Julian Hebron look at market dynamics driving this, how to plan in the current servicing environment, and what it takes to execute on a single customer experience from originations through servicing.

Recent Episodes

SEASON 2

Creating a Values-Based Bank

Navigating Over-Hyped Inflation Headlines

Two Ways Lenders Should Elevate Multicultural Marketing

How Banks and Lenders Can Tackle Three Critical Innovation Roadblocks

How Product Innovation Changes Customer Experience

SEASON 1

Servicing is Key to Customer for Life - Julian Hebron

About The Show

Expert Insights

Joe Welu

Founder & CEO, Total Expert