The new wemlo president explains how brokers can make the handoff of customers smoother
Mortgage brokers are the front door to the home loan lending process. They welcome customers into the mortgage process and then prepare them for what steps are ahead.
The most successful mortgage brokers can make the handoff of customers through different stages of the loan process as seamless as possible. One mortgage executive said the way that handoff is handled separates the best brokers from the rest of the industry.
Vic Lombardo (pictured top), the new president of loan processor wemlo, encourages brokers to lay out a roadmap for customers from the very start so there are as few surprises as possible.
“Setting the right expectation out of the gate, and letting the customer know exactly what the process is going to be is key,” Lombardo told Mortgage Professional America. “Because they're accustomed to now working with their originator, the person who took the file. Well, now they're being handed off.”
A warm handoff
Lombardo said it’s not just about passing the customer on to the processor, but about making them feel comfortable with the next person who will be working on their loan file.
“It's nice to get a warm handoff,” Lombardo said. “‘Hey, here's my process. You're going to go to this processing company. They're going to chase your documents. They're going to then give you back to me when you're all ready to close.’”
This process is especially important for first-time homebuyers. For people who have never been through the mortgage process, their experience with the loan process might be limited to an automobile loan.
“It’s also about setting the right expectation,” he said. “’They're going to need some stuff. They have to verify your income, verify your assets, and verify your down payment.’ It’s not quite like buying a car, right? There's a little more to it and a little more time. And so the better ones really prepare the customer for that, especially the first-time buyers.
“They don't know what they're walking into. They don't know the terminology. And we'll hold their hand, but we're somebody new added into the equation. So it's nice when the loan officer does a warm introduction and sets the right expectation for our team to then run with it. That helps.”
The best mortgage brokers make that smooth handoff as a regular part of their mortgage sales strategy. It not only makes things easier for the processor but also provides a better customer experience. Lombardo said not only do brokers get repeat customers because of this smooth process, but they also get more referrals.
“When you see brokers on stage winning awards, that's how they do it,” he said. “They've got a machine. They set it up the same way every single time. And because it's such a positive experience, it will refer more deals to them, and they do more deals. So the loan officer really is driving the car and can set this thing up for success or failure right out of the gate. My big thing is: just set it up. It's not hard, just set the right expectations, and we'll run with it from there.”
Part of the team
One thing processors can do for the broker is set up the process however the broker wants to present it to the customer. Whether it’s selling it as a one-person shop or part of a large team, Lombardo said the best processors will adapt to the broker’s needs.
“They really do control a big part of it, and we're happy to support them,” he said. “We'll personalize the experience. So if the loan officer wants to be the primary communicator, we'll tell everything to the loan officer, and they'll communicate. If they want us to do it, we're delighted to work directly with the customer. You tell us how you want to work.
“Some loan officers are very particular about how they want to operate, and will operate in that frame for them. We're happy to be the outsourced company. We're happy to be part of the team. They position it how they want. They're driving this thing.”
Christian Mourra of Rate Leaf and Leaf360 said Miami’s housing market remains active, with steady buyers and growing refinance demand. He highlighted adaptability, outreach, and tech adoption as keys to success in changing conditions.https://t.co/hExy87OnHu
— Mortgage Professional America Magazine (@MPAMagazineUS) October 31, 2025
Lombardo arrives at wemlo as the company continues to grow. And he emphasized how happy they are that so many brokers trust their company to handle their loan files. He’s hoping 2026 is an even bigger year for the company.
“We're delighted that they chose to partner with us,” he said. “And you know, for 2026 our goal is to close around 5000 files. A lot of people have trusted us with their mortgage processing. So it’s one deal at a time, though. We know that you are one deal away from blowing it, and then they don't want to send us another one. So we do everything in our power to make sure that each experience is a good experience.”
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