Life and Leadership Stories
Hear from various leaders about their personal journey, challenges and growth areas focused on formative experiences, how their experiences shaped their approach to leadership, and rapid reflections based on lessons learned, biggest failures, and advice to their younger selves.
Life and Leadership Stories
Listen Before Leading
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We sit down with Val Robinson to unpack how trust is earned in high-stakes moments, from home loans to leading teams through uncertainty. I learn why listening first, staying transparent, and choosing service over selling creates calmer decisions, stronger relationships, and a career that lasts.
• Val’s path from pre-med to mortgage lending and why helping people stays the mission
• Trust as the real product in mortgage lending and in leadership
• Building credibility quickly by listening
• Common trust mistakes
• Patience under pressure
• Leading with transparency and managing your reactions when problems hit
• Serving people versus selling to people and why it changes outcomes
• Balancing performance metrics with relationship-driven work and long-term reputation
• Starting over in a new market, stepping out on faith, and learning to rest
• Preparation, confidence, and saying “I don’t know” while you find the answer
Welcome And Why Trust Matters
NathanWelcome to Life Leadership Stories. I'm your host, Nathaniel Walker. Today I'm joined by Val Robinson, vice president and markets loan originator with Fifth Third Bank. After more than 30 years helping families make one of the biggest financial decisions of their lives, Val has learned that success isn't built on selling. It's built on trust. In this conversation, we explore what it really takes to earn trust, whether you're guiding someone through purchasing their first home, or leading a team through uncertainty. We talk about why listening comes before leading, how transparency and patience help people navigate difficult situations, and why serving others creates stronger relationships than simply trying to close a sale. Even if you've never worked in banking or mortgages, the leadership lessons in this conversation apply to every industry. If you're looking to build stronger relationships with your team, earn credibility more quickly, or become the kind of leader people naturally trust, I think you'll find a lot of practical takeaways in today's discussion. So let's get started with Val. Well, thank you so much, Val, for joining me. I'm super excited to have you on today's episode of Life and Leadership Stories. But I really appreciate you taking time and looking forward to our conversation.
ValThank you so much. I am so glad to be here and excited to be talking to you and hopefully to be able to help someone in the future and maybe learn something from myself and about myself.
NathanI love it. So why don't we start out by introducing yourself and talk a little bit about your background, what you do, and how you got to where you are today.
ValMy name's Val Robinson, and I am a mortgage loan originator with Fifth Third Bank. I am a vice president and I have been in the mortgage business for at least 30 years. It's funny, went to Jackson State University, and my major was pre-med. So my background is not actually finances. My mom's an accountant, so I've always been around money and things that deal with money. So I guess it's still in my blood, but I always just wanted to help people. And as a kid, I just like, I'm gonna be a doctor, I want to be a pediatrician, and got through four years of college and then was gonna go to nursing school, become a nurse practitioner, and my life changed and went toward uh banking. And what's so great is now I just help people financially instead of physically with their bodies. So it's just as important as helping someone with their body physically as financially. So I feel like what I'm doing is still beneficial for people and I love what I do. I get to meet all kinds of people. So I realistically started out as a teller and moved my way up. So I know every aspect of banking. So I don't look at people that are CSRs or tellers as not beneficial. They're what we need at the bank. So, and then I got into lending and I loved it and saw all the benefits that I can help people in mortgage and purchasing their homes or being that helping that first person that's purchasing their home and seeing a 60-year-old lady being the first person in her family to purchase a home for her daughter. And I mean, I just see so many great, great things that have helped me in my life to just be thankful for even what I have.
NathanI love that. And actually, the funny thing is, is I went to school for accounting and corporate finance, and I do nothing within banking.
ValI don't know if anybody does anything with their majors anymore.
NathanIt's that piece of paper that helps you get in the door, is what it is anymore. Wait, okay, so you've spent, you mentioned 30 plus years now, right? Helping people make major financial decisions. One of the things I really wanted to understand is what have you learned about trust?
ValOh, yeah. So my job is truly about trust because I depend on customers for my job. So they when I talk to people and when I'm, you know, giving them advice about purchasing a home, even if they're not ready at that time, if they, you know, actually take the steps that I give them and what they're doing, they can get to the point where they can actually purchase a home. So trust is extremely important because I am the person that they're gonna make the biggest decision. One of the biggest decisions of their lives is to purchase a house. Um, and it's an American dream, as we say. So this is something that it's not like a pair of pants, is what I always tell people. It's not like you can just take it back. This is something that you're gonna make a big, big decision on. So you really need to make sure that you're looking at all aspects of the home. You know, what is your payment gonna be? How much are you putting down? What am I gonna need to be saving? All this type of stuff. So trust is big when you're dealing with your loan officer because people buy one home and then they also are gonna come back usually and buy another one, all types of things. And they trust me when they're talking about buying a car or their children. I have a lot of customers that I do their children's loans. So I did their loan, and then their children are graduating from college and they call me to do their loan. So that's how I know that trust is important and they actually do trust me because they're putting their kids in my hands too. So trust is essential. Essential.
NathanExactly when you think about, and the reason why I wanted to dive into this a little bit, right? Is a lot of people who are listening may not ever become loan officers, but they will get into leadership positions. And I think building that trust with the people on your team is critical. And you've been able to do that with all these folks that you've worked with for so many years. How do you find that you build credibility quickly with someone that you've just
Listen First To Build Credibility
Nathanmet?
ValI I let them talk and I listen. So I build a relationship then first. I don't sell. I build that relationship, I find out about them, I find out what's going on in their lives, I find out about their families, what's really going on? Why do you want to buy this house? What are your plans in the future? Once I do that, they feel comfortable enough to say, okay, now that's when I go into, okay, what are your plans for this house? And start letting them know what things I need. Because if you just go in there and start telling them, oh, I need this, W2s paste up, da-da-da-da. Nobody wants to hear that. I build a relationship first and then I go to the sales part. Because I want to be their friend, I'm their trusted advisor. I want to be someone that they come back to for anything. Sometimes I'm saying like their psychiatrist because I know everything and I hear everything that's going on in their lives. I mean, when we see finances, we see a lot of what people are going through and what's going on. I've had people that have lost people and they call me, you know, I hug my customers. I do, you know, I'm just there as a friend. And that's what builds that commitment and that trust for that person and then their family. So it's I'm I'm happy that I am that for so many people because everybody can't get that.
NathanAnd you said something really important that I think is critical for leaders of teams, right? I think you defined it so well. And you said that you build trust by first listening. And I think that how before I go into my perspective, I want to hear your perspective. How do you think that that relates to a leadership position? So you're coming in brand new on a team or you're working with your team, how does that relate for you?
ValIt took me some time to get there because I like to be in control. So I sometimes don't listen. And then you're just thinking something and not actually knowing what that person really needs. So what I had to do was listen to the person, find out what they really need, and then I can help them get to the point as a leader or other people on the team that I also help. The wife that's, you know, may not say much, but she may have some input and make her feel comfortable, or the husband that doesn't say a lot, make them feel comfortable, so that I know that I can help them get to where they want for their future. So it was not like I started 30 years ago listening. It took time for me to be able to get to the point of listening so that I can help that customer get to exactly what they need and the goals that they want to get to in their lives.
NathanI like that because I think that when you look at like I'm thinking of somebody who you know is brand new running a team. And I think it's really critical for them to just stop and listen to that team first. What that does is that does help start to build that trust with that team member that you're working with, right? Listen to them, listen to the things that they're having challenges with. What roadblocks can you remove to make the process easier? And I think that correlates really well with what you're talking about and how you
Common Trust Mistakes Leaders Make
Nathanwork with these folks who come in and are making these really stressful decisions in this stressful process. So when people are trying to build trust, what are the biggest mistakes that you see them do when they try to build trust with folks?
ValI feel like they still do what they want to do. They don't like if someone is still trying to, you know, help them get to where they need to be, they're not actually maybe taking those steps. They still do their own thing. Which may be better or may not be better than what that person is trying to help them with. And then the person that might they might be building the trust with may learn something from that person. I feel like trust goes both ways. Even if someone's trying to get the trust from me, maybe I need to be looking at them saying, Hey, you know what? That helped me too. You're helping me get some trust in my life too. And I think it just goes both ways. I always take anything that I go through as a learning experience that can help me build to help somebody else. So trust, again, essential.
NathanEssential. I know you've dealt with this a lot over the years, right? Think about as markets become uncertain. Oh, yeah. And it starts to put a lot of stress into the process for everyone involved. What does trust look like in those situations when things are going awry?
ValI try to find the good in it. Let them know the good things that can still happen. So, yes, the rates may be higher right now, or you may not be able to find a home. There's times when inventory is low. But you know what? Be patient. There's gonna be a time that it's gonna be the perfect house. You never know. Because it's a lot of times when people find a house and everything doesn't go good through that process and they lose the house or something will happen, inspections, all types of things. But I just tell them maybe you just need to be patient and see what's gonna come next. There's always ups and downs, but you just take that and say, oh, okay, maybe this isn't the perfect house for me, or maybe this isn't the time for me to be doing this or that or whatever. Maybe I need to wait a little bit. And nothing is wrong with waiting. I think people get in the point where, oh, my friend just bought a house, or this person just bought a house, da-da-da-da-da. But maybe your time is two months from now and not right now, and then that perfect house pops up, or anything in your life could pop up. So I think the wait doesn't mean no, it just means not now. And it's a great thing to be able to say, I'm so glad I waited, or man, I'm so glad because another house will come up, or maybe they bid on a house, it didn't go through, somebody else outbid them, they go to another one, and then the other one comes back. Oh my god, whoo, the house that I really wanted came back. So I just I do, I just tell people, you know what, it's gonna be fine. We're here, I'm here for you when you're ready, and let's just be patient and see what happens. Because in my world, it is a lot of ups and downs, and anything can happen. I can tell you what the rates are today, and something pops up on the news, and tomorrow it could be so much different. So I just try to prepare people for the change or for what can come up so there's no surprises.
NathanI love that. So there's a couple things in there that I want to call out for those who are leaders, right? Patience, take a breath when you're in those stressful moments, pause. There's power in the pause, right? Not everything needs a reaction right away. Um, there's that aspect of really building that trust with your team by just pausing and taking a moment to think through those different aspects and really just kind of staying the course and knowing that things will ultimately work out the way that they're supposed to, but know that you have uh can arm yourself with all the pieces of decision making that you need to. Right. So I love that aspect of hold, it'll be okay, things will work through. And that's the same within business, right? And I always like to talk to folks who I mentor and things like that, with especially within the industry that I'm in. I'm like, you're not you're not a surgeon, right? You talk about your medical background of what you wanted to be. In this world, like that, what I'm working towards, I always tell people, you're not a surgeon, you don't have anybody that's gonna die on the table. Just pause. It's groceries, right? In my world, it's groceries, it'll be perfectly fine. Just take a moment, right? Let's work through the details and let's figure out what the solution will be. Correct. Because ultimately it will all work through the way it's supposed to be.
ValIt will. And there's so many moving parts. So, but you got to be prepared for anything. And so when I first meet a client, or even when I'm talking to new people that start on the team, I try to prepare them. Hey, this is what could happen with a customer, this is what you need to explain to a customer up front, or tell people and let them know, okay, these are the type of things that could come up that may delay or may not be able to, you might not be able to close, uh, just depending on what's actually going on. Because there could be appraisal issues, there could be title issues. Those are type of things that we may have to wait. I have a loan right now that I'm waiting. The customers have trucks and everything ready, but the title works, something's wrong with the title. So I'm having to talk to them on a daily basis, keep them calm and say we're gonna be fine and be positive. I don't let them see any type of negativity. We're gonna close, you're gonna be fine, and
Transparency And Staying Calm
Valkeep them uplifted is what I try to do.
NathanI like that because two things there, right? Transparency and how you react in that moment. Yes. They will remember your reaction sometimes more than the things that you're telling them, right? It's more how you react. That's again, that transitions really well to a leadership perspective, right? Being transparent and watching how you react in that moment to certain things that can help bring a calm and a peace to your team to get them through those moments.
ValYes, yes. We're the leader. Absolutely.
NathanCan you think of a client situation that taught you an important lesson about trust?
ValIt's probably all the time. I have to be honest, because again, I'm working with people that this is the biggest thing that they do in their lives. So they could be the best buyer somebody could have, not as good credit. And I think people are always tense on if it's actually going to go through or are we really gonna be fine. So I can say almost every loan that I do, I have to continue to build that trust with that customer because I'm still always going through the process of documentation, appraisals, title work, insurance, all types of things. And then it's just not that customer. I'm having to deal with realtors, clients. Maybe it's a daughter and I'm talking to their parents. So I'm not just building trust with the my client. I have to build trust with a whole bunch of people during that process. So I'm having to keep everybody uplifted. I'm like that person, the quarterback, and you're having to put everything and tell everybody where everything is going and keeping everybody updated. So I have to be honest, it's probably every loan that I do to continue to build the trust. But of course, the more that I work with that customer and they come back, the trust is less, you know, it's not as hard to build because they trust me because they came back. And when people refer me to someone else, I feel like I've built the trust with that customer also because they trust me enough to refer me to someone else. So every time I do a loan, I have to continue to build trust because no matter what happens, it's always a loan officer's fault.
NathanBrutal. I want to touch on something you mentioned a little while ago, right? And I think I loved what you said. You wanted to help people, right? And you do that on a regular basis. And that's really around building the relationships that you have with these folks. What have you learned about serving people versus selling to people?
ValOh my God, serving is rewarding. It's seeing those people happy at the table. It's the education that they get from learning the mistakes that they may have made in the in the past, where their credit has been rebuilt. And to see them purchase a home when they maybe have found bankruptcy and now they're buying a house. So I feel like just the that part is so rewarding to me to see, like I said, a 60-year-old lady purchase a home and the first person in her family to purchase a home at 60 years old. What better thing is that? Because at that point, I'm not selling. I'm her right-hand person. I'm that person that's guiding her to that point in her life that she's like, I can still buy a house at 60. Yes, you can. That has nothing to do with sales. That's got to do with getting this lady for a dream. It's a dream. She wants to purchase a home and she wants to make something better for her daughter. So her daughter can see, Mom, I can do this too. So that's the rewards that I get when I go. I just helped the lady that had foster children, and she was trying to get a home for her foster kids. And we were able to get grants for her, and she was able to buy her first home for her foster children. I mean, how great is that that you are there and then you see them purchase the houses and we take pictures and they're happy, and that's the part that I just you can't get over it. It's just the best thing ever. So I never look at it that I'm doing sales. It's always about how can I help this customer get to where they want to get to. Again, is it now or is it two months from now? But I'm gonna be there through the whole time with them to get through the process. So it is, and that's why when things go wrong, I'm like, it's gonna be okay. We'll get through it. It's gonna be fine. What we are going through because it's a lot sometimes, but it's okay.
NathanWe're gonna as you're talking through that. I think one thing that strikes me that's very similar from a leadership perspective, right? Is you're mentoring your team and clearing hurdles for them. Yes. And helping them get to where they want to go. But have you really talked to them and asked them what they want? Have you talked to them and really took the time to understand what they are wanting to do long term and how are you helping them get there?
ValCorrect. Yep.
NathanNow, within your world, I am sure that performance metrics are a big deal. So, how do you how do you stay relationship focused when the performance metrics still matter?
ValOoh, we it's hard because I like to look at numbers and then I'm going to the reports, like, where am I on the list? Which number am I? So I'm learning. My boss is like, stop pulling reports now. Stop pulling reports. Just do your job. And I feel like if you do your job, you're gonna be where you want to be. I set goals. I have goals that I want to hit. So I'm not acting like it doesn't matter what I close every month or what I'm doing. I set a goal. This is what I want to close every month, or this is what I want to close for a year. You know, I do my things every month, get it out networking and meeting people. So I set my goal and I do it and successful. So I'm not gonna act like I don't look at reports because I'm telling you what, when I'm on there, because we have different types of reports, and you know, a person that when all of the new loan officers start at fifth third, I'm the one that am talking to them as they come on. Starting on the at the bank. So, you know, I just tell them, you know, there are metrics that we need to do, but do your job and just stay focused, stay within compliance and things like that, and you're gonna do fine. So, but I'm look, I'm a I'm a numbers person.
NathanI like that. You you talk basically what you you're talking through is balance, right? Yes. It doesn't need to be all or nothing. It doesn't need to be one or the other. It's how do you balance those knowing I have to hit this hurdle, I have to hit this metric, but yet I need to develop these relationships. I need to build this process in order to make sure that I'm taking care of these people. I'm taking care of in my world, my team, while managing to the numbers and the expectations that the team has.
ValYeah. Yes.
NathanLast question within this relationship aspect is what do you think the difference or what do you see is the difference between someone who closes deals and someone who builds a career?
ValA person that closes deals or just trying to hit numbers, just trying to, you know, I'm gonna say it like this, make money. Not that we're all aren't. And someone with a career is trying to build relationships and trying to help people. You're going out and you're going to events that help mentor children or help mentor people in areas that may not be able to purchase a million-dollar house. It doesn't matter to me if it's a $50,000 house or a $2 million house. I'm gonna absolutely treat those people the same, no matter what it is. It's so that I can feel good when I go to sleep at night. But my career is who I am almost. This is who people know me as Val Robinson. She
Balancing Relationships With Performance Metrics
Valworks at Fifth Third, she does mortgage loans. But they also know she's gonna be there if you need a if you have a question. You know, people from all over call me, oh, can you help me with this? And it's not just mortgage, I'm gonna be there again to listen. So that's what I want to be known as. I want them to know Val before they know Fifth Third.
NathanI like that. Now I know because we've known each other for a long time now. Yes, that you had a recent transition within your life, right? Yeah. If you're comfortable, talk about that and and what that experience has been for you.
ValYeah. So I work for Fifth Third and I lived in Ohio for the last 21, 22 years, and I decided, whoo, prayed a long time, and I moved to Tennessee, which has been the craziest thing ever. And I prayed for year after year after year, asking God to just show me, okay, when is it going to be time? And I waited and I moved last year, and it has been one of the best decisions I ever made. Opportunity came available here where I can I came into a market that really needed people and able to work with private banking people. I'm able to work with people in the all types of industries, but this is the hardest I've worked. So I always tell the new hires, this everything I've told the new hires over all these years is what I'm doing now. And I had to wait again, I had to be patient and wait for God to say, This is when you it is time for you to go. This is, and I was like, oh my God, I Lord, I'm ready. Or I was tried so many times to leave and it wasn't time yet. And I know that last year was the time that I needed to come, and all the doors were open. It was so much opportunity, and I just say if you just wait and be patient on the Lord, He will open the doors that you need to be opened. Scariest thing in your life. I moved here not knowing anybody. So it's like, oh my God, what have I done? And he's just been great, it's been wonderful.
NathanSo wonderful. I love that. There is a power in the pause, right? Yes. And I went through that in my own career, right? I talked about that in my book, and I I was you get to that moment where you try to help God out sometimes. Yes. Like, oh yeah, no, I know this is what I need to do. Let me help out. That never goes well, right? I had those experiences myself, but when I did sit back and go, okay, I'm just if it's meant to be, it's meant to be, and things line up, and that's when transitions are so much easier. Yes, so much easier.
ValI also needed rest, and that's the main thing that I am getting. This is my rest season, and I'm realizing that I don't have to go, go, go all the time. I am truly resting in this season, and it was mandatory for me that I had to rest. So it's been the best year and a half that I've been in my whole life because I really, really, really needed to rest. And it's nothing wrong with rest.
NathanNot at all. Now, what would you say? What leadership lessons have you learned from starting fresh in this new city?
ValOh my God. You have to get out there and do it. That's as a leader, you're gonna have to. I this was the first time I've had to go out by myself and walk into places by myself. Usually I'm like, oh, let's go, everybody. Come on. No, Val, it's you. So as a leader, I had to go and just start fresh and sell me in a way. And but it's been great because I've learned so much. I can network now, I can go anywhere now and just say, Hey, I'm Val, you know. But as a leader, it's like nobody knew me. I was so used to walking and going places, and everybody's like, Hey, Val, how are you? And here I had to introduce myself and meet people and start building trust with people, building relationships with people. So that's where I am now. And still it's you know, it's gonna take some time, but it's it's it's getting better and better every day. So being a leader, and then still I've built people, you know, he people that I've met here, I'm still teaching them and and how to do this and be confident in themselves.
NathanI like that. You are an experienced leader, you've been in the industry a long time. So how would you say that experienced leaders stay adaptable in order to make these changes?
ValYeah, it's you just gotta trust yourself and know what you've learned. Stick to it, stick to what you know is correct. Don't be afraid to step out on something new, even though you still gotta stay with what you've got to do. But it's okay to do something different, like you know, just going to different events or having things that you wouldn't do before. Or I mean, I I've just had to do so much different different things that I haven't had to do before, and just trust myself and trust that I can do it. And don't be afraid if they say no. I'm not afraid of the word no. If they say no, I'm not interested. Okay, thank you. I appreciate that. Go to the next one. No is not a bad word. It's not a bad word. It's just okay, what can I learn from that? But you never know. They might call you back and say, you know what, I remember when you came by, or I just you keep moving. I just keep moving. Okay, if that doesn't work, let's go to the next thing. And it'll, it'll something will catch and something will get figured out, and I'll figure it out and go from there. I'm not in practice anymore.
NathanI think right along with that, right? There's no growth and comfort.
ValYes, yes.
NathanTo keep moving, to keep expanding, to keep pushing yourself. Yes. That's where you're gonna grow. That's where you're gonna be successful. And you you talked about basically maintaining that confidence, like having that confidence to trust yourself to go out and do the things that need to be done. How do you maintain your confidence when you go into a new territory like this?
ValI have to. I don't have a choice. I gotta I gotta make a living. So that does help. But I I guess I just I I knew what I wanted to do. I knew that when I moved, I had to do it. So I prepared myself before I moved, like, okay, these are the things you're gonna have to do. You're gonna have to get out and meet people. And I have. And
Faith And Starting Over In Tennessee
Valagain, if I didn't meet someone here, maybe you need to go to a different life, maybe you need to meet someone here. I had a strategy, somewhat. I worked with my branches last year. That was my thing. I worked with all the people, built the trust with the people and who I was familiar with there. And then this year, I'm getting out in the community, meeting people, going to networking events, going to BIs or different things like that, and getting out. You know, you have to go to after hour things, or you may be going to breakfast or women's events and things like that. So I had to prepare, and then you do your research ahead of time to see what's going on in your area so that you'll know where to go and who to be around. So you got to prepare yourself and know what area you're going in to know what's going to be going on and who you need to talk to. So that was another thing I had to do before I even moved. I saw where I was going and what I need to be doing and who I need to be around.
NathanI like that. I think preparation is is critical in any situation that you're in from a leadership perspective, transitioning to a new market like you did. I think anything within that space is really key to know how you're going to show up. Because if you're prepared, you show up with that confidence, you come with that understanding of this is what needs to be done, and I'm going to make sure that I get my viewpoint across and I build that trust with those folks that I'm interacting with.
ValAbsolutely.
NathanHaving that preparation is key. I like that.
ValYes.
NathanNow, when you first entered into mortgage lending, right? Starting your career. Yes. Did you imagine you'd still be doing it 20 years later?
ValI don't think I did. I think you get stuck though. I think people in mortgage get stuck. I was gonna say what kept you in it. Oh my god, the love of the people, the love of the people, and to see people get their to build their dreams. That is what keeps me here. And I mean, I've been a part of things where you teach children about finances, even as being a loan officer. So that's what keeps me going. I mean, it truly is to see people have the have their dreams of buying a house. That is just the best thing ever. And I go back to that because that is why I still do this. I don't do it for the money, I do it because I truly love people and I want to see people succeed.
NathanAnd it's you've given a couple of kind of examples, but I want to see if there's one in particular that kind of sticks out. And that is there a moment where you realize that this was more than a job and it actually had really become a calling for you.
ValYeah, I think when I did start, no, I mean, before I was a loan officer, bought a house, but then as your children start growing up and they are at that point where they can buy houses and they're ready to purchase homes, or you see, you know, people that you work with that might have started as a teller, and then you're helping them as they grow in their uh career and then they're buying a house. That's when I knew this is not just a job, this is a time where I'm a relationship. I'm in a relationship with these people, that I am their trusted person, I'm their trusted advisor, I'm their person they can come to for personal needs or financial things, or just to ask questions, is to be there and again to listen to people. So I think it was early on when I started doing my job that I knew this was gonna be something that I would do. But I really have to be honest, I don't know if I thought it would be 30 years later.
NathanI think the way you talk about it doesn't surprise me though.
Speaker 2Yeah.
NathanRight? Because I think there is a specialness for that type of relationship and getting to see those moments in people's lives and getting to help them with that. I think that's and that's myself, right? I think if I look back at some of the things that yeah, I I've talked about this before. There's one moment in my career that I look back and go, why did I ever leave that job? It was something that I absolutely loved. I wouldn't have been where I am today if I hadn't at that moment. But when I look back, my favorite job that I've ever had was a corporate trainer. And the reason why was because I could see, like when you're working with somebody and you see that how that light bulb go off. Yes. And you can see that understanding. And it gives you this personally that satisfaction of knowing that you've helped them get there.
ValRight.
NathanThat is such a powerful thing. And I can imagine from your perspective, like that is like magnified. It's not just teaching somebody, but it's opening doors for them that they may not have been able to do themselves.
ValYeah. And I mean, and I still help people within the bank and clients. So helping new loan officers, I'm helping people that are new on the team. So you get rewarded both ways to see people grow as they come on as a new loan officer and they're scared, just scared. And then you see them years later, like just booming and slamming and doing what they need to do. So, because I'm not gonna say that I didn't want to change jobs several times. Every other week, I'm probably like, I don't want to do this anymore. I think we all have that moment. Yes, I cried a lot during COVID. It was the busiest time of our lives, and I probably cried almost every day. But it's real life, you know. Yes, but to just see the growth in people and in myself, the confidence. I was not like this 30 years ago. I was the person that was in the corner, just sitting there off over, not talking to anybody. But I'm telling you what, over the years, now I'm the first one who walks in talking. I never used to talk to people. So over the years, I've built the confidence in myself and also just to be a nice person to people. I just always say, be nice to people. And I always tell the new hires, be nice. I mean, I truly say, be nice, be nice to the underwriters, be nice to processors, be nice to your closers, be nice to everybody. It just makes it better. It's simple things, love, just be happy, it'll work out.
NathanAnd there's not enough of that. And I don't know if people who listen a regular basis, right? Because I I I have people who talk to me that talk about listening to every episode. And I out of curiosity, if they I don't know if they've caught this, but the la one of the last things I say in every closing of every episode is be kind.
ValBe kind. That is awesome. So important. Yes. I'm like, it's simple. How would you want to be treated? And I I do that all the time. I even put myself in the place of my clients. How would I want somebody to treat me if that was me?
NathanYep. And your team members want the same thing from you as a leader.
ValAbsolutely.
NathanThey want you to be kind, but what would you want if you were in their shoes? Yeah. How would you be able to help them work through that scenario? What would you need if you were in their shoes? So if you were.
ValI mean, everybody wasn't, you didn't come out being a leader. Or you know what I'm saying? You you had to go through a process too. Don't forget where you came from.
NathanAbsolutely. We all get shaped and molded into who we are.
ValAbsolutely.
NathanIf I think about that, like to the leadership development side of things, I think it's a great segue. Is there anyone? And you don't have to name names, you can if you like, but is there any leader that really sticks out to you as probably one of the strongest leaders that you've worked for in your career?
ValI have it's probably just a combination because everybody has something different that was helpful to me. There was one of my first bosses, and he was just a go, he was just a go, go, go getter. And he's like one of my closest friends now. He lives here in Tennessee, actually. And he just was like, get out there and do it, Val. Quit being so quiet and duh, just do it. So it gave me that confidence to get out there and go for it. And then I see like I had a uh a woman manager, and I saw her aggressiveness and just the greatness that she showed, which was awesome. So so many men, and I've had great managers. I have to say, all my managers have been wonderful, which I'm fortunate because everybody may not be able to say that, but I have got great, great, great managers, and they have all taught me something to help me. And I think it's all being more aggressive and go for it, you know, because I can do the logistics and all that good stuff and follow all this, but it's just making sure that I get out there and do it and stay consistent in it.
Confidence Through Preparation And Consistency
ValMy manager now is teaching me consistency in what I'm doing and staying focused in what I'm doing. So I would say that with my managers and previous managers.
NathanAwesome. You have helped people make huge financial decisions throughout their lives. What have you learned about how they make those decisions under pressure?
ValOoh. Sometimes they don't make the decisions when they're under pressure.
NathanBecause I think that actually was kind of going into my next one. So, what separates those who make good decisions from those who struggle?
ValRight. So the ones that make good decisions probably prepared to do that. So they researched on what they need to make in a payment every month, or they researched in how much they want to have for down payment. They're already online pulling up stuff and checking payments and asking me questions, come with pads of paper with questions for me. I have people like that that I'm like, we're sitting there for an hour with all the questions they have, which is great. I'm like, I don't want people just to trust me and don't really know that I really know what I'm talking about, even though they know that. But that's how those people are that I know that are making mostly right decisions. Then you got some that are just they're just throwing it at the wall. I want to buy a house and that's it. Okay, have you done this? Have you prepared? Do you have down payment money? Da-da-da-da-da. And they're like, oh, so that's where I come in. That's where I'm there to help them. Okay, let's see what we can get you. Is there some down payment assistant? Is there something that we can get you to help build your credit if that's what need be? But some of them do just come in like, hey, I was talking to my friend, they bought a house, I want to buy a house. That's it. And that's how we do it. And we just, you know, we figure it out. And then there are some that, you know, I want to buy investment property because I know that's the best thing. Do you understand what goes all into that? So it's it's a lot.
NathanBut I think I I want to relate that back to like I think about my early career, and I look back now, and because you talked, we talked about preparation a couple times. And I think this comes into it, right? You talk about you see what they come in ready for and what they're not ready for, and see the decisions that they make based off of that. If I think back in my earlier career, I used to approach time with my managers when I think about like career conversations as really wanting my what I desired from them was for them to tell me what I should go do. And it was more of I was putting that on them. Correct. Whereas I realized later in life, because I am right or wrong, earlier in my career, I did that and I had that thought because I thought, well, maybe they see something that I don't, or they know the different areas of the company that maybe I'd be good at.
ValRight.
NathanBut what I wasn't doing was doing that preparation myself to think about what are those areas that could be potentials. Because as I got later in my career and I started approaching the conversations with my leaders as hey, this is what I think I want to do. What thoughts do you have around that? What guidance would you give? Yes. Having that kind of coming in and getting ready for that conversation appropriately shifted that completely. And I think that goes hand in hand with what you're talking about with these clients and coming in with, hey, this is. What I want to do. Here's the things I've prepared. Here's the things I've got ready. Versus, I want to buy a house. Because I was doing the same thing from my own personal development perspective. And that I think, as you're out there, if you're listening to this episode, think about how you're developing and what your conversations are with your leader. And really think about how am I coming into that ready to have a conversation about my skill sets versus where I want to go and what I want to do. That leader, that leader will be able to guide you in areas, but it's not their responsibility to tell you what all areas are available.
ValCorrect. And I mean, a lot of times I'm taking notes as I'm talking to the customers. I have to be prepared also when I'm going to have a meeting with someone. A lot of times now we don't even meet the customer in person, but there are some times where we do. But I'm having those conversations with the customers and sitting down and making sure I'm prepared to give them the right answers too. And then I don't just tell them anything. If I don't know the answer, I make sure I get back to them to give them their answers back. So don't be afraid to say, I don't know.
NathanAbsolutely.
ValThere's something so powerful in that. Yes.
NathanFor your team, there is power in just saying, I don't know, but let's figure it out.
ValYes. Yep. And I'll get back to you and I'll get you an answer. Don't just make up stuff just to be throwing stuff at the wall.
NathanSo absolutely. So believe it or not, I'm very sad. Same thing to you. Oh, yeah, absolutely. Believe it or not, I'm very sad because we're almost out of time.
unknownOh.
NathanAnd I wanted to hit rapid reflections with you. So this is the last kind of segment I do within each of my conversations. And that's just to ask you a couple of really quick questions and see what your thoughts are around. If you think about your career, what are the things, what's one moment or a situation that you're most proud of? One of your biggest biggest successes in your career.
ValIn my career is becoming a VP. I strive to be that. And being someone that people come to when they need help. That is the best reward ever is when people call you or hire up people that work at the bank come to you to do their loan. That's the best reward ever for me.
NathanFlip side of that. Biggest failure. What is your biggest regret?
ValNot being more aggressive in the beginning. Um because I feel like but it's still a learning, it was still a learning experience, but that I was so afraid of no. So afraid that if I went and asked someone something, they would say no, or they didn't want to talk to me or no, you know. It's okay. That was that's probably what I fear, you know, what I'd look back now and say, it doesn't matter. Just keep on going. But I never stopped, never gave up.
NathanLove that. Two more questions. Yes. One of them, and they're they're interrelated. But is if you could go back and tell yourself something, right? What do you wish you would have known earlier about a career lesson? What would be something that you would tell yourself?
ValOh, what would I tell myself? It's okay, hard times will come, but you're gonna make it through. No matter what comes up, whatever type of setbacks, keep moving forward. It's gonna be okay, no matter what. That's what I would just tell myself that it's gonna be hard, but you're gonna make it through. And prepare earlier, or I don't know, it's my my career is so crazy, nothing's ever the same. So I would just say make sure you're always prepared.
NathanAnd then life lessons. Anything that you wish you could go back and tell yourself about life lessons?
ValLife lessons, yes. Take the vacations, get the rest, don't
Rapid Reflections And Final Takeaways
Valwork on vacation, enjoy your life. Life is short.
NathanI love that. Any final thoughts for those who may be listening? I can tell you we have a lot of college kids that listen. Um, and we have folks who are seasoned in their careers. We have all kinds of folks across the spectrum that listen. But any final thoughts that you have for them?
ValNo, I'm just so thankful to be on the call with you, Nathan. And I've enjoyed this. And love yourself, love your family, don't take anybody for granted because life is too short. And step out on faith. Step out on faith. And if it's what God has for you, it is gonna be wonderful. And not that it's gonna always be easy. Don't look at things that come to you as a challenge as something that means it's not gonna happen. Be patient, you're gonna be fine, and you're gonna look back and be able to help somebody else. And that's what I live on. And again, get your rest.
NathanWhat a great conversation with Val. One of my favorite discussions from this episode is that trust isn't something you ask people to give you. It's something you earn through your actions over time. Whether she's helping a first-time home buyer, mentoring a new employee, or leading through uncertain market conditions, Val consistently comes back to the same principles of listen first, be transparent, stay patient, and genuinely care about the people you're serving. I also loved her reminder that leadership isn't about having all the answers immediately. Sometimes the most valuable thing we can do is slow down, listen carefully, prepare well, and give people the confidence to move forward one step at a time. And finally, her perspective that serving people is far more rewarding than simply selling to them is a lesson every leader can imply. When we focus on helping others succeed, trust naturally follows. Thank you for listening. Thank you for showing up for your own growth. If this episode inspired you, share it with someone who needs encouragement today. And remember, trust your gut, be kind, lead with purpose, and never underestimate your impact. Until next time, I'm Nathaniel Norker, and this is Life and Leadership Story.