In a traditionally male-dominated industry, Jacqueline Crider, Managing Partner at PBJ Mortgage, is breaking barriers and setting new standards for leadership. With a remarkable track record and an unwavering commitment to her team, Jacqueline embodies the qualities of a true leader who leads by example.

For Jacqueline, fostering a culture of open communication and continuous improvement lies at the core of her leadership philosophy. Recognizing the value of her employees’ perspectives and concerns, she ensures that she is always accessible to listen and find ways to enhance their working environment. “I believe in giving my employees a voice,” states Jacqueline. “I encourage them to share suggestions and address any problems they encounter, but with two essential prerequisites.”

First and foremost, Jacqueline insists that her employees approach challenges with a proactive mindset by offering potential solutions alongside identifying problems. This proactive approach not only encourages a sense of ownership and accountability but also cultivates a culture of problem-solving rather than mere complaint. “By encouraging them to think ahead, we empower our team to tackle obstacles head-on,” asserts Jacqueline.

Moreover, Jacqueline emphasizes the importance of perspective in fostering a positive and collaborative work environment. She acknowledges that employees may not always see the bigger picture and, therefore, encourages open dialogue to ensure a well-rounded understanding of issues. “When we engage in meaningful conversations, we prevent negativity from taking root, and every individual’s unique voice is heard,” explains Jacqueline, highlighting the significance of diverse perspectives.

However, Jacqueline’s leadership extends beyond professional development. She believes in deeply caring for her employees’ needs and aspirations, aiming to create an environment where they can thrive both personally and professionally. “A truly great leader wants their people to succeed in all aspects of life and achieve their individual goals,” affirms Jacqueline. She consistently challenges her team members to become better versions of themselves and enthusiastically supports their personal achievements, celebrating every milestone along their journey.

Journey into the Mortgage Industry

Jacqueline has worked in the mortgage industry for 20 years, starting when she was 18. Needing a job and excelling in math, she joined her youth pastor’s wife’s mortgage broker business. The experience sparked her interest, leading her to work there intermittently throughout college. After graduating, Jacqueline initially pursued insurance but quickly realized her passion for mortgages. Specifically, she delved into subprime mortgages, where she developed a strong desire to not only assist customers but also understand their financial situations. Many credit-challenged individuals lacked comprehension of their financial struggles, driving Jacqueline to educate them for a better financial future.

Simplifying the Mortgage Process

PBJ Mortgage was established in March 2020, coinciding with the onset of the pandemic. The company’s core belief was to simplify the mortgage process, likening it to making a peanut butter and jelly sandwich. Jacqueline and the management team shared a vision of educating customers, understanding their unique circumstances, and empowering them to make sound financial choices for themselves and their families.

In 2022, HouseU was founded with a similar objective. Its primary aim was to demystify the complex process of purchasing a home, ensuring that homeowners and aspiring homeowners were equipped with the necessary knowledge. The founders recognized that homeownership should be accessible to everyone, but the intricacies involved often made it seem overwhelming. HouseU took on the mission of providing individuals with a comprehensive understanding of the key steps involved in buying a home.

Both in her role at PBJ Mortgage and with HouseU, Jacqueline dedicated significant time to educating individuals. Her goal was to instill confidence in each person, enabling them to make informed decisions regarding their financial future.

Adapting to the Shifting Landscape

Over the years, Jacqueline has witnessed significant shifts in the mortgage industry, particularly in response to the behavior of the millennial generation. As the largest buying population in history, millennials approach mortgage financing differently. They are well-informed consumers who recognize the crucial role that a mortgage plays in the home-buying process. This heightened awareness necessitates more comprehensive upfront education.

Regrettably, within the mortgage industry, many self-proclaimed “experts” tend to talk down to consumers, failing to provide a complete explanation of the process. They often rely on traditional sales tactics to convince consumers that they know what’s best for them. While mortgage professionals undeniably play a vital role in the transaction, it remains crucial to help consumers fully comprehend all the significant aspects and how they fit into the larger picture.

Given the current scenario of rising interest rates and inflation levels not seen in decades, it is paramount to ensure clarity in messaging and the information provided to consumers. The need for transparency and accurate guidance is heightened, as these factors significantly impact mortgage decisions and the overall financial well-being of individuals.

Delivering Unmatched Service

At PBJ Mortgage, the commitment to providing exceptional service extends beyond mere transactions. The company places immense value on delivering unmatched education, competitive pricing, and leveraging decades of industry experience. While some may overlook the importance of experience, Jacqueline firmly believes that it matters significantly when it comes to the most substantial financial endeavor in a person’s life.

With over 20 years of experience and exposure to countless loan scenarios, Jacqueline emphasizes the continuous learning and improvement that comes with each loan processed. This accumulation of knowledge and expertise is seen as a blessing that directly benefits clients.

HouseU, on the other hand, stands out as a unique platform. Jacqueline tirelessly sought a comprehensive solution that would enable customers to understand the complete picture of buying a home, encompassing both the mortgage and real estate aspects. However, during her search, she discovered that most platforms attempting to address both areas often fell short and provided incorrect or conflicting information. This realization was disheartening, as it not only led to confusion and frustration for consumers but also jeopardized their significant financial transactions. Driven by the need to bridge this gap and cater to the information needs of millennials in a flexible and accessible manner, HouseU was conceived.

Through HouseU, millennials and other prospective homebuyers can access reliable and on-demand information that aligns with their busy lives. The platform strives to empower individuals with accurate insights into the home-buying process, ensuring a comprehensive understanding that encompasses both the mortgage and real estate aspects.

Commitment to Education

PBJ Mortgage prioritizes continuous education, both for its clients and the company itself. As active members of professional organizations, they stay updated on the latest mortgage information. Attending annual conferences broadens their understanding of different products and industry changes. The company maintains an internal library for employees, offering access to educational books.

Jacqueline personally pursued a real estate license to gain a better understanding of the real estate aspect, further demonstrating the company’s commitment to comprehensive education.

Education is deeply ingrained in Jacqueline’s nature. She holds a bachelor’s degree from Texas A&M and a law degree from the same institution. Her thirst for learning and personal growth remains unwavering, as she vows to continue expanding her knowledge and expertise until her last days. This unwavering commitment to ongoing education serves as a promise to herself and to the clients of PBJ Mortgage.

Commitment to Efficiency and Security

PBJ Mortgage recognizes the crucial role of technology in streamlining processes and enhancing customer experience. They have embraced a fully online and mobile-friendly application, allowing clients to easily upload required documents. Additionally, the application offers the option to securely retrieve banking information. Automated emails are utilized to keep all parties informed throughout the mortgage process.

To aid customers in understanding payment details, mortgage calculators are provided. As new technology emerges, PBJ Mortgage diligently assesses its safety and security features before integrating it into their operations. The company remains committed to leveraging innovative technological solutions that improve efficiency and protect sensitive information.

Essential Traits and Considerations

According to Jacqueline, being a successful lender in today’s market requires flexibility, up-to-date knowledge, quick thinking, effective communication, and excellent customer service. The mortgage industry is challenging, as evidenced by the significant number of originators who exited the market in 2023, roughly one-third of them. Only those who are resilient and adaptable will thrive in this shifting market. The importance of choosing the right professionals to work with becomes increasingly evident in such circumstances.

For those considering a career in the mortgage industry, especially in leadership roles, Jacqueline offers valuable advice. She emphasizes that mortgage is not for the faint of heart, although it can be incredibly rewarding and provide flexibility. It comes with unique challenges. Boundary setting, overcommunication, and maintaining composure under pressure are essential skills to develop. While it can be a highly lucrative career, it also carries the responsibility of ensuring clients receive the best service and professionalism while fully understanding the mortgage they are committing to. Assisting individuals in securing financing for the most significant financial transaction of their lives is immensely fulfilling, but it also entails substantial pressure. Therefore, entering the industry requires awareness and a willingness to face these realities with open eyes.

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