SPEAKER_01 0:30

My name is Laura Triplett and I'm with Atlantic Coast Mortgage. And the type of people I serve are mortgage professionals, clients, realtors, but my specialty is first-time home buyers. I love them.

SPEAKER_00 0:44

Wonderful. I can't wait to just learn more about everything you do. Take me back to how you got started in all of this. Tell me how you got to where you are today.

SPEAKER_01 0:54

I was a teller in a bank and I graduated into all the different positions in the bank, which eventually

Laura’s Origin Story

SPEAKER_01 1:00

led me to training and development. And one day I was training the president of the mortgage company, which I did not realize, thank goodness. And when I was done with the training session, he said, Young lady, how much do you make per year? And I said, That's an awfully private question. I don't know if I should answer that. And he goes, Whatever it is, I'm going to triple it. And at the time I was in traffic, going to Washington, DC. So anything that was going to triple my income and get me out of traffic, I was all in. Didn't tell me it was commission. Didn't tell me that I was going to be finding my own clients. I didn't even know how to spell mortgage, but I was ready to give it a try. And that's pretty much how it all got started.

SPEAKER_00 1:42

And the rest is history, right? It sure is. What a journey. I love it. And also, congratulations on your recent promotion to executive vice president at Atlantic Coast Mortgage. Alongside that, you also coach loan officers through Cindy Ertman's mortgage coaching program. How do those leadership roles influence the way you show up for your clients and team?

SPEAKER_01 2:07

Being able to talk to different people that do this for a living, no matter if they're brand new to the business or they've been in the business for a really long time, I'm just like a sponge. I love to learn from people. And I think that it's I have a way of passing that on to people in a way that they can understand

From Training To Mortgage Sales

SPEAKER_01 2:25

and relate to. And with the mortgage world, it's such a jargon world. There's so many things that people don't really understand. They think that mortgage is a banking product. And when loan officers come into the business, they think it's a banking product. But it really is a specialty that requires a lot of expertise and licensing. So I think I do an okay job relating to that.

SPEAKER_00 2:48

Absolutely. Definitely more than okay. And looking back on your early years in the business, what lessons or moments do you feel most shaped your confidence in this long-term success?

SPEAKER_01 3:04

I was really lucky to be under the leadership of some really great people. One of them was the founder of our company, Jean Merrill, which we always lovingly called Mr. Merrill. And he's actually the one that started Atlantic Coast Mortgage. And for some reason, we just really connected. And from there, I just fell into opportunities. I maybe I didn't fall into them, maybe I was led to them, but I was always the one that would try to rally the troops if something new was coming out or it was stressful. We had a stressful time. And I was always the one to welcome the newest person to the company. So I think that positivity, along with being led by some really great people, is mainly what got me here today.

SPEAKER_00 3:48

Absolutely. You just had those really solid building blocks. And also just I love the point you make about positivity and just having that energy. It definitely just spreads to those around

Leadership, Coaching, And Clarity

SPEAKER_00 3:58

you and creates the best results in the end as well.

SPEAKER_01 4:00

Absolutely. I think positivity in all parts of your life, especially nowadays, very important.

SPEAKER_00 4:06

Absolutely. And over the years, you've worked with clients from a wide range of backgrounds and life stages. What do you believe has been the key to building trust so consistently with your clients?

SPEAKER_01 4:19

I, you know that saying you don't forget where you came from, but you don't forget. I've lived in this area since 1972. And I think just the knowledge of the area and remembering what it was like when I first got my loan for the very first time, when all the stresses, the appraisal had a repair, we didn't have enough money to close, the lady wanted to back out of selling her house, all those things over time. I think that's where it all came from, to be honest with you.

SPEAKER_00 4:47

Okay. Yeah, we definitely, it's interesting how we just gained so much experience and knowledge over the years, and we're able to really apply it to other people who might be in that same situation we were way back when. Clients often describe you as approachable and easy to talk to, even during high-stakes financial conversations. Why do you think creating that sense of comfort is so important in your role?

SPEAKER_01 5:12

A lot of times people come to me with a story that isn't very sad. It's either they've lost a husband. I saw a lady holding dog tags once, you know, of her husband that that passed away in a

Building Trust Through Lived Experience

SPEAKER_01 5:22

war. They come to me with a story, and so when they're coming in, it's a very emotional. Sometimes it's happy. Sometimes they're just having a baby and they want to buy a new house. And it's not always sad, but there's always a story. And I think I really focus on the story first before I get down to business. Because they might be like, Oh, and my credit might not be the greatest. Guess what? Sometimes that happens, it's life. Credit score is a snapshot in time. So it relieves that stress that they might be feeling. And I'm gonna tell you something the people that worry the most about their credit are the ones that have the best credit. So don't, if you're worried, don't worry.

SPEAKER_00 5:57

Uh-huh. Okay. Interesting. Yeah, I can definitely tell how people come in with different stories. And it's it's great to be able to provide that human connection rather than treating them just as a number. Exactly. Awesome. And pivoting, education is clearly a cornerstone of how you work with clients. How do you thoughtfully guide people through the process so they feel informed, empowered, and confident in their decisions?

SPEAKER_01 6:24

I think not talking in jargon and explaining thoroughly. I always, whenever I take a loan application, I always think about the end first. The end when you're holding the keys in your hand, are you gonna be even in town? Are you gonna go out of town? Do you need something special? Are you gonna be holding the deed in a trust? So starting

Leading With Empathy And Comfort

SPEAKER_01 6:44

out with the end in mind first and then going backwards, explaining like the very end, we're gonna need certain things. So don't think it's over until it's over. We might need insurance, we might have a title defect. And then from there, moving backwards in time to the beginning, it helps them to understand how making sure that everything is complete at application makes the end a little bit more or less stressful.

SPEAKER_00 7:09

Got it. Have a nice game plan set.

SPEAKER_01 7:12

Exactly.

SPEAKER_00 7:13

It's really fascinating how many moving parts and pieces go on behind the scenes.

SPEAKER_01 7:18

Yes, I'm the orchestra conductor of many people.

SPEAKER_00 7:22

Absolutely. You're the orchestrator. Yes. It's very I it seems like a very seamless process, though, that you're well used to by now. If you're doing it right, it is. Yes. Yes. And you've seen many shifts in the mortgage industry over the decades. What changes stand out to you most and how have they influenced the way you advise today's buyers?

SPEAKER_01 7:44

Actually, we're in the biggest shift of our life right now, to be honest with you. You know, when I first started, there was no computers. There was no cell phones. We had a pager to start out with. We had Xerox and copy machines. There were no MLS that you could look up all the houses on Zillow, and it was all on a catalog that you used to see in the old libraries. I've seen a lot of different things, but this

Educating Clients End-To-Start

SPEAKER_01 8:06

is the biggest shift that we're in right now. The use of technology, people are coming in so much more educated, which I thrive on. I love education. I love that they come in with the right questions, but it keeps people on their toes. Sometimes your clients might know a little bit more than you do if you're not really keeping yourself up to date. So I think now more than ever, it's important for the people that have been around, like myself, to make sure that all of our loan officers are well educated, they're on their toes, they know what to expect, and to let these clients know that sometimes AI is not right. They may not be seeing the whole picture. And I think that the experience is really showing right now in the shift.

SPEAKER_00 8:49

That's a great point. AI, it's really been shown to be a great tool to use, but not something to 100% rely on. We still need to leave it to the professionals at the end of the day. But I agree it's a great way to help educate yourself and just learn a bit a little bit more.

SPEAKER_01 9:05

Exactly.

SPEAKER_00 9:07

And you often emphasize that home ownership can be a powerful long-term investment. How do you help clients balance excitement and realistic financial planning?

SPEAKER_01 9:18

That's a great question. It all starts with a budget. Finding out where you spend your money. Most of the first-time home buyers that I work with before I let them put any contract in, not that I let them do what they do what they want, but I highly suggest to take some type of home buyer education. It's all free. But the main thing that people learn is how to budget because there is no landlord. If the hot water heater

Technology And The Industry Shift

SPEAKER_01 9:42

breaks like it did in my house when I first bought it, that's you going to Home Depot and you figuring out how to put a new hot water heater in, which is could be a problem. You may have to hire somebody to do it. Making sure that you get a good idea of the age of things when you're doing a home inspection, the age of a roof, and roofs these days are $20,000 or more in some cases. Making sure that you're ready for home ownership and budgeting for those expenses and not coming in on a shoestring budget where you have no reserves for an emergency.

SPEAKER_00 10:13

For sure. It's really great how you're able to meet them where they are and work with that. You know what I mean? Because everybody is starting at a different point. But I think that's great.

SPEAKER_01 10:23

I tell you, I even did a loan one time for a general, and he was like, I don't know anything about my finances. I don't know anything about my house. I'm so busy at work, call my wife. So it doesn't really matter what you do for a living or how many times you've owned a home. The time that you buy your next home is probably an education just like it is the first time.

SPEAKER_00 10:43

For sure, for sure. And to add on to that, many people assume mortgages are only for certain income levels or life stages. What misconceptions do you most often help clients overcome?

SPEAKER_01 10:58

I think it's mainly that they need a lot of money to put down. They don't understand there are a lot, there's a lot of help right now. In some cases, even if you're not a first-time home buyer. So when people have been in their house for a very short period of time, they may not have accumulated a lot of equity and they may have to sell that home and not have a lot of money to put down on the next home. There's different circumstances that we can work with. And

Budgets, Reserves, And Real Costs

SPEAKER_01 11:26

I think that the cash is a big one. I think that, you know, what they can afford based on not only what they put out every month, but if you've never owned a home before, you've never experienced the tax benefit of owning a home. Buying a house is the only investment that can grow tax-free where you're not paying every year on the profits. People don't realize that putting that money down on a mortgage, but you're also putting it into an invisible investment account that you really can't see.

SPEAKER_00 11:53

For sure. Yeah, it's it's interesting too because sometimes we come in thinking we're gonna know how it's gonna go. But then there's like these things that that we still need to be educated on in the whole process. And that's what you're there for. Exactly.

SPEAKER_01 12:06

Especially when it comes to taxes.

SPEAKER_00 12:08

Yeah. Check out guided along. And you're actively involved in educating first-time homebuyers, including teaching at major housing events. Why are these opportunities so important to you personally?

SPEAKER_01 12:22

Well, I think I told you in the very beginning how I got into the business. And it's funny how things come full circle. My dad was a teacher, and that's where I first fell in love with teaching. I went and observed him at Johns Hopkins teaching a statistics class. And when I left, I said, That girl in the front is failing, isn't he? Isn't she? And he said,

Myths: Down Payments And Taxes

SPEAKER_01 12:40

Yes. And I said, How did he say, How did you know? And I said, Because she has a low-cut red dress and she's sitting in the front. That's a little deterrent to what I wanted to say because today is actually the anniversary that he's passed away. But so I'm glad to be doing this in memory of him. You know, teaching is my love. I love to teach. I love to teach people, you know, about everything. Like I told you some of my little tips before we got started. And I think that's what I why I've been able to move forward in this business, because people look to me for knowledge.

SPEAKER_00 13:13

I can definitely tell it's a passion of yours. You're definitely a people person. And be able to provide that kind of knowledge in this field, it's it's definitely key to prioritize education. And with that, the north the Northern Virginia Housing Expo is a major event you're participating in this year. What expo, what makes this expo such a valuable resource for buyers and families?

SPEAKER_01 13:37

The biggest thing that I love the most, I don't know, I'm exaggerating here a little bit, but I really do love this part. You get to meet everybody that has down payment assistance all in one room, whether it be through the state, whether it be through the county, whether it be through a nonprofit, they're all right there. That is gold because to get those people on the phone after

Teaching Roots And Giving Back

SPEAKER_01 13:58

they're not there anymore is not as easy. So to get in front of them, to learn about the programs, to talk to the lenders, to talk, there's realtors, there's lenders, there's everyone that knows anything about what's coming is going to be there. And it's a golden opportunity. It's here local in Fairfax, and I highly recommend going to it if you've ever had any interest, or if you're a parent that wants to get rid of your kids from the basement.

SPEAKER_00 14:25

That's awesome. I know it's gonna have a big turnout. Like you said, what an amazing opportunity to be able to take advantage of. Exactly. And beyond originating loans, you also going back to mentoring and training others in the industry. What do you find most rewarding about passing on that knowledge?

SPEAKER_01 14:43

I just think that the last client that I helped was told that she'd never buy a home by several people. And when I heard her story in the beginning, she had told me that she was orphaned at a very young age and she was in the medical field doing home care. And one of the ladies that had

Northern Virginia Housing Expo Value

SPEAKER_01 15:00

passed away had left her some money. And when she explained that to me, it was in a trust. So we were able to use it as trust income. And that's how we were able to figure out a way to do this for her. It's my favorite story of 2025. I talk about it all the time because she sent me a video in the parking garage after she closed. And I'm trying not to get sad or teary-eyed over it because it was so emotional. But she that literally was everything to her that she's been told all of her life that she'd never own a home, that she'd never amount to anything. And here she had her own home, and I was part of that story. And she's referred people to me already, so it's amazing.

SPEAKER_00 15:39

Wow, what a great story! And to be able to be part of that and help make it happen. I can see how that is just so rewarding. It really is. Very nice. And you've shared that this career, it's not easy,

A Client Victory Against The Odds

SPEAKER_00 15:52

but deeply fulfilling. What keeps you passionate about the work after so many years?

SPEAKER_01 15:58

I just I think that part of it is that people depend on me. I like that. I think part of it is because I love what I do. I think part of it is because what I've been able to do for my family. I think I told you in the beginning I have three beautiful grandchildren that like to go to Disney World, and Disney World's expensive. So I was listening to a couple podcasts on the way up here, and everything that I'm telling you is what I hear people talk about all the time. It's not just about going to a job and doing something maybe you don't love or you don't want to do. It's about loving what you do and about what that does for you and growing and being able to give back to your family. I didn't have grandkids when I first started. It was just me and my husband. And then we had a daughter, and then we had grandchildren, and now we're building a family compound from all these years of hard work.

SPEAKER_00 16:49

Absolutely. What a beautiful

Purpose, Family, And Longevity

SPEAKER_00 16:51

family. Oh my goodness. Thank you. And with that, for someone listening who may feel unsure or overwhelmed about the home buying process, what reassurance or guidance would you want to leave them with?

SPEAKER_01 17:07

I would say that don't assume anything. Don't assume that you can't buy. Somebody once told me that there is no perfection. And the right time to buy a home or to consider buying a home is

Reassurance For Overwhelmed Buyers

SPEAKER_01 17:34

when you're ready. When I first bought a home back in 1988 for the first time with my husband, the rates were 9.5%. Now, granted, prices were a lot lower back then, but I was also making a lot less. Together, we made $24,000 a year. Could you imagine buying a house with $24,000 a year in income?

SPEAKER_00 17:53

Wow.

SPEAKER_01 17:54

You know what I'm saying? It's just you just don't assume anything. Just go see the professionals. It's okay to listen to advice from your parents and things like that. But remember, maybe your parents bought when it was 20 or 30 years ago. So things are different now. Lots of things have changed.

SPEAKER_00 18:09

Absolutely. Things are evolving, changing every day. And I think that's a great piece of advice for everyone to follow along with.

SPEAKER_01 18:15

Absolutely.

SPEAKER_00 18:17

As we wrap up, is there anything you'd like to add that I haven't touched on today?

SPEAKER_01 18:22

I would just say that the more that you can get out there about anything that you're passionate about, whether it be buying a home or helping others or volunteering to help others in any capacity, it doesn't have to be formal. I just do it because if you're really passionate about something and you're really knowledgeable about something, there's somebody that needs to hear your words. And so that's why I appreciate this opportunity today, because it gives me a platform to do that. And you've been great with interviewing and making me feel comfortable with that. So I thank

Final Reflections And Gratitude

SPEAKER_01 18:53

you.

SPEAKER_00 18:54

Of course. Thank you so much, Laura, for joining me on the podcast and sharing your knowledge and inspiring story with us. I wish you the best of luck in all that comes your way in the future. Awesome. Thank you so much.