Jenna Stiltner’s journey in the mortgage industry, which began in 2011, is a testament to her dedication to making the homebuying process a positive and fulfilling experience for others. In her initial six years, she honed her skills in mortgage processing, gaining invaluable insights into the intricacies of the industry. However, it was a personal experience with homebuying that left her feeling a profound need for change. She realized that the process could be isolating and daunting, and she was determined to reshape it for others. Jenna set out to provide a level of service that transcended the ordinary, infusing the journey with empathy, support, and a personal touch. 

Her success since that pivotal moment has been nothing short of exponential. Since 2016, Jenna has been consistently recognized as a winner of ACM’s Top Producing President’s Club Award, a testament to her outstanding contributions to the mortgage industry. Her accolades are a reflection of her unwavering commitment to excellence. 

Currently serving as Vice President & Senior Loan Officer at Atlantic Coast Mortgage LLC in Charlottesville, Virginia, Jenna extends her expertise to borrowers across Virginia and North Carolina. Not content with just being a loan officer, Jenna played a pivotal role in launching the Charlottesville Branch of Atlantic Coast Mortgage. In doing so, she swiftly became a well-known and trusted figure in the local community. 

One of Jenna’s most remarkable achievements is the creation of The Stiltner Team, a dedicated group of professionals who provide around-the-clock support and personalized one-on-one service to clients. Together, Jenna and her team go above and beyond to ensure that every client and business partner feels like a cherished member of the family, not just another transaction. 

Providing a Seamless Loan Experience 

In her role, Jenna’s primary responsibilities focus on ensuring the highest level of client satisfaction and contributing to the success of her company in the Charlottesville market. She places a strong emphasis on making each client feel valued and works diligently to educate them about the loan process, enabling them to make well-informed decisions based on their unique circumstances. Jenna sees herself as a loan concierge, always available to answer phone calls and provide assistance at every stage of the loan journey, with the goal of ensuring a smooth and positive experience for her clients from beginning to end. 

Leadership Philosophy 

Jenna’s approach to leadership and team management revolves around fostering a smoothly functioning and efficient team rather than relying on rigid control and micromanagement. She places a strong emphasis on excellence and has assembled a team of outstanding individuals who share her dedication to this principle. Communication is a fundamental aspect of their teamwork, with the team staying connected through various group channels to facilitate ongoing communication. In addition, Jenna believes in the “work hard, play hard” philosophy, and the team gathers quarterly for enjoyable activities such as escape rooms, bowling, or boat outings to maintain a positive and productive work environment. 

Perspective on Being a Female Originator 

As per Jenna, she faces the daily challenge of being a female originator in a male-dominated mortgage industry. However, she views this challenge as an opportunity to bring a unique perspective to her work. She believes that her distinct viewpoint allows her to provide clients with a personal and impactful experience, particularly for those with diverse homeownership backgrounds. Jenna’s approach underscores the importance of diversity and inclusion in the mortgage industry and her commitment to serving a wide range of clients effectively. 

Insights into ACM’s Success 

Jenna strongly believes in her work process and emphasizes that ACM’s processes, technology, and availability are integral to their success. She highlights ACM’s open-minded and adaptable corporate structure, which readily embraces changes in the mortgage industry. This flexibility allows ACM to make quick decisions without unnecessary delays. 

Additionally, ACM’s commitment to putting people first and continually improving their systems and processes distinguishes them from other mortgage lenders. Jenna underscores the importance of their exceptional operations team and proprietary blend of systems and technologies in delivering excellent service, fast responses, and 24/7 accessibility to clients. This approach sets ACM apart and contributes to their success in the industry. 

Commitment to Client Excellence 

Jenna expresses her appreciation for ACM’s talented and skilled Ops, IT, and Marketing teams, highlighting their ability to stay updated on the latest technologies and industry trends. This support allows her to focus on providing the best service to her clients while continuously improving her own systems and processes. She also emphasizes ACM’s proactive approach to pushing boundaries and making the mortgage process easier for both clients and the team. This commitment to innovation and excellence enables ACM to provide the best possible experience and solutions to their valued clients. 

Building Trust and Client Relationships 

Jenna highlights the pivotal role of technology at ACM, emphasizing its importance in the company’s operations. The tech department at ACM is dedicated to innovation in marketing and systems, ensuring that the company stays at the forefront of technological advancements. Despite the impressive technology stack, Jenna remains committed to providing personalized, face-to-face support for clients who require it. Technology is seen as a tool that augments and enhances the service she offers rather than replacing it. 

Emphasizing on Communication, Trust, and Education in Real Estate 

Jenna emphasizes the importance of communication, trust, and education in today’s real estate market. She believes that building a deeper connection with clients and leaving a lasting positive impact on them is essential for client retention and long-term success, especially in a competitive market. Effective client education, clear and honest communication, and the establishment of meaningful connections all contribute to building trust and ensuring a positive client experience. 

Advice for a Career in the Mortgage Industry 

Jenna’s advice to someone considering a career in the mortgage industry, especially in a leadership role, is as follows:  

• Learn as much background knowledge as you can: Take the time to thoroughly understand the loan products, industry regulations, and the intricacies of the mortgage process. 
• Take perfection into babysteps: Don’t try to master everything at once. Focus on continuous learning and improvement, taking one step at a time to ensure accuracy. 
• Don’t take anything personally: Understand that challenges and setbacks are part of the job. Don’t let them affect you personally; instead, use them as opportunities for growth. 
• Maximize technology: Work closely with your IT and Marketing teams to make the most of available technology tools and systems to enhance your efficiency and client experience. 
• Build agent relationships: Networking and building strong relationships with real estate agents can be instrumental in growing your business. Your network can significantly impact your success in the industry. 

Jenna also emphasizes the importance of knowledge, continuous improvement, resilience, and networking for success in the mortgage industry, particularly in leadership roles. 

Website: – Atlantic Coast Mortgage