Laura Walsh: Redefining what it means to take risks and grow your career

LW: When I graduated university, I worked at FedEx for a year and then spent the following year living in Australia. When I came back, my brother (who was already working at First National) raved about the company. In 2009, I started my career in customer service as a call centre representative. I spent two years in that role and was then promoted to Team Lead in Residential Administration. After two years in that role, I moved over to TDMS when it launched in 2015. I became an underwriter in 2018 and then transitioned to Manager and Team Lead in 2025. 

LW: Being in the call centre, I gained a fundamental understanding of mortgages, which has carried me through my entire career. It was a great starting point for my career at First National. I learned mortgage basics, gained excellent phone skills and built resilience for working in a fast paced, high-pressure environment. We were a very tight group. We worked hard but we also took every opportunity to socialize and have fun. 

LW: Being part of the launch of TDMS was amazing. It was incredible to see something built from the ground up. We had different employees coming from different departments to create this entirely new business model. Prior to launching, we had a month or so to do team building and learn policy. It was a unique opportunity to have that time without worrying about deals. We all had each other’s backs and we knew we were working on something that was going to set an important new precedent for First National. 

LW: My promotion to management was an important step in my career. I, along with another manager, led a team of 15 people. We had to hire new employees, coach them and mentor the team, which were all incredible experiences. I then transitioned to AMU and felt reinvigorated to be an individual contributor again. My move to Underwriter excited me even more. My time as a manager has translated so well to working with brokers, specifically the confidence I have to deal with difficult situations. Now as a Manager and Team Lead, I can draw on my diverse experiences – both as an individual contributor and manager – to relate to my team and mentor them.

LW: My dedication. I have been here for 15 years. Whatever role I’m in, I am dedicated to it and give it my all. I consider myself to be a strong Manager and Team Lead and I like to share my experience and knowledge when mentoring others. For me, the give and take are very important. I’ve taken every opportunity for growth and learning that has come my way. In every department I’ve worked in, I participated in volunteer projects, lunch and learns and one on ones. But I’ve also taken every opportunity to give back. I’ve learned and seen a lot in my career so far. I’ve always been the first to raise my hand for employee training, shadowing for aspiring employees and providing feedback to upper management when asked. 

LW: I’m proud of my courage to take risks. I was a manager, but in my gut, I knew that role wasn’t for me at that time. I wanted to move back to being an individual contributor. Some people may have seen that as taking a step back, but it was the greatest move I made in my career. First National recognized that courage and encouraged me to go where I would be happy. TDMS was a unique opportunity. I started there as an AMU. The first time I applied for the Underwriter position, I didn’t get it. I put my head down, took every opportunity presented to me to learn, shadowed people and immersed myself in policy. I kept going for it, and with hard work and determination, I got it. Now I’ve come full circle moving back into a management role. I have more perspective on why I made the decisions I made when I made them. Each one got me to where I am today. 

LW: The Christmas parties stand out for me. The whole company gets together. We can let our hair down for one fun night. The parties are an opportunity to see people you worked with in the past that are now in different departments. It’s wonderful to catch up in such a beautiful, fun setting.

LW: Encouraging autonomy resonates with me and my story. Most people see growth as climbing a ladder to get to the top. But sometimes growth is about trying on a hat, recognizing it doesn’t fit and choosing a direction that is more suited to you. At First National, you can chart your career path and determine what success is to you. You have the freedom to find the right fit for your skill set and let it soar. 

LW: I have been very lucky in my career to be surrounded by strong, intelligent women in every department I’ve worked in. Leaders like Eddie Stamp in Customer Service and Elsa Carter and Lori Amorini at TDMS are women I look up to. I was promoted into a management position, but I was also given the freedom to change course with unwavering support. I was able to decide what was best for me and my career. 

LW: I am proud to see the steps First National is taking to celebrate diversity in the company. I am part of the Spaces Employee Resource Group for LGBTQ+ employees. My brother Conor started it as a space for employees to be their true selves. I have met great people that I wouldn’t have gotten to know otherwise. We recently volunteered at The 519 in Toronto. It was such a great day, and it was amazing to see First National represented in the community. 

LW: Take chances and try new opportunities. You’re never stuck. First National has so many departments with wonderful people in them. Take the time to find what works for you. You will find the right fit. 

LW: In the past few years, I’ve learned how rewarding it is to join in. I have loved jumping into various volunteer opportunities. It’s great to do your work and be good at your job, but it’s meaningful seeing firsthand how First National is making a difference in the community