Shaping careers and making a meaningful difference for 30 years

CA: I started in April 1995 when we were just 15 people. I was hired because I had a mortgage background. Moray knew my name in the industry, and we had met briefly at a function. The first few years I was doing everything from renewals to customer service to underwriting. In 1998, we created formal customer service and underwriting departments. Moray gave me a choice between the two, and I chose underwriting. I was a Team Lead and Manager for many years before progressing to senior leadership.

CA: I had been working at a bank, so First National was smaller scale than I was used to. We had our challenges, but Moray and Stephen were my incentives to stay. They have always been so great to work for. I saw their vision and knew the company was moving in a positive direction. After a while, First National started to feel like home. We were a small team that became a small family. Everybody was friends. 

CA: A few months after I started, First National lost a big investor, and we had to cut some underwriters. I was the last one in so I thought I would be the first one gone. That’s when I realized First National was where I wanted to be. The possibility of losing the opportunity made me realize how much I wanted it. 

CA: The first five years were very much about growth. We were hiring, training and building the team. In 2004, I took over underwriting and began to build a team dedicated to underwriting for existing clients. We had to start from scratch, building value-added processes for things like porting and refinancing. Our clients expected a certain level of service, and we had to figure out how to deliver it to them. It was pivotal time of refining and maturing the business. In 2005, we launched existing client underwriting with three people. By 2019, we grew to 23 people. 

CA: When you grow with a company, your name grows with the company as well. So many people through the years have said, “Go ask Connie, she’ll know.” I have become known as a trusted resource for people, and it’s always so nice when they come back to tell me how I helped them or how they are grateful for what I did for them. Developing the existing client team was a big turning point for First National. Clients are staying with First National because they have more options with what they can do with their mortgages. It’s always easier to keep your existing clients happy than have them walk out the door. Our existing clients capability is now localized in each office. 

CA: I’m proud of this company. I’ve always felt like I was at home here. We are treated like real people, and there is no corporate hierarchy.

CA: Stephen Smith gave me my first computer password on my first day. It was linguini. Five years or so ago, I was on the elevator, and Stephen got on. He asked about my family and then asked me if my password was still linguini! I thought it was the funniest thing. How did he remember that? When we were small, Moray would come out of his office and ask who wanted tea. He would make it and deliver it to our desks. The informality, accessibility, lack of airs and open door have remained to this day. Titles have never made a difference in our relationship.

CA: We earn trust. Trust is everything and the number one thing for First National with customers, brokers and staff. When you have trust with brokers, they remember it for the next deal. Building trust with your manager and VP is essential. Your name and reputation mean everything in this industry.

CA: Early in my career, the industry was male dominated. But First National is different. We have so many excellent female leaders here. There isn’t any differentiation. If you work hard, you will be recognized.

CA: There is so much diversity in our company. We are a forward-thinking company where people should feel equal and included. 

CA: Learn, learn and learn. Ask questions. Get involved. Pick a mentor and work with that person. Be known. If you want something, shine above everyone else. If you aren’t getting to where you want to go, get curious and really ask yourself why. 

CA: When my daughter was four years old, she needed private speech therapy. I was working part-time at the bank, and I needed a full-time job to cover the costs. That’s when I started with First National. Moray shared my situation with Stephen, who gave me the name of a reputable speech therapist. She agreed to take on my daughter as a client and reduced her rate for the first year. That’s the type of human beings they are. And that’s just one of many examples. First National started as a human company that cares about human beings. We’ve maintained that value as we’ve grown.