Women Leaders Share Strategies for Communication, Collaboration, and Turning Influence Into Meaningful Change During Recent USFNgage

By Kylie Hembree

Aldridge Pite, LLP *

USFN Member (AL, AK, AZ, CA, DC, FL, GA, HI, ID, MD, NV, NM, NY, OR, TN, TX, UT, VA, WA)

USFN members and industry professionals gathered to attend a recent USFNgage session, Women in Servicing: From Influence to Impact webinar. This session, held in April, brought together several women leaders within the mortgage industry to lead discussions focused on how leadership, communication, and collaboration can create meaningful change within organizations. Moderator Carrie Ward of Aldridge Pite, LLP facilitated discussions led by panelists Monica Hadley, Laura O’Sullivan, Stephanie Ruiz, and Jodi Bell.

Monica Hadley, Default Reporting & Post-Sale Manager at Evergreen Home Loans, spoke about the importance of accountability, communication, and team involvement when it comes to achieving goals. Using concepts from the book Traction, she discussed how quarterly goals, Key Performance Indicators (KPI) tracking, and weekly meetings can help teams stay aligned and focused. One of the biggest takeaways from her discussion was the idea that employees are often more motivated when they are involved in setting expectations and goals themselves. Her session also emphasized that communication is one of the most important parts of leadership because employees cannot succeed if they do not fully understand expectations or how their role contributes to the larger team. Hadley highlighted several ways leaders can support and empower employees without major financial investment, including mentorship programs, cross-training opportunities, and open discussions across departments. Her message focused heavily on creating a collaborative environment where employees feel supported, heard, and motivated to grow.

Laura O’Sullivan, Bankruptcy Managing Attorney for Pennsylvania and New Jersey at McCabe, focused her discussion on confidence, communication, and navigating professional environments where important decisions are made. She talked about the importance of speaking up in high-pressure situations and learning how to contribute effectively, even when not holding the most senior position in the room. O’Sullivan stressed the value of listening to understand rather than simply listening to respond, explaining that strong communication often begins with being fully engaged in the conversation. She also addressed the challenges women sometimes face with bias or misinterpretation in leadership settings and encouraged attendees to support one another by reinforcing and amplifying each other’s ideas. Another key point from her session was the importance of preparation and relationship-building. Whether through networking, project planning, or bringing solutions to discussions, Laura emphasized that influence is built through consistency, confidence, and a willingness to step outside of one’s comfort zone.

Stephanie Ruiz, SVP of Default Operations at Celink, shared insights on how influence turns into real execution and measurable results. One of the strongest points from her session was that many important decisions are often shaped before formal meetings even begin. She explained that building relationships, having one-on-one conversations, and aligning key stakeholders early can make a significant difference in whether ideas are ultimately successful. Ruiz also discussed the importance of separating ego from outcomes, reminding attendees that leadership is not about receiving credit but about helping move projects and teams forward. She emphasized that maintaining composure during difficult conversations and following through after meetings are critical parts of building trust and credibility. Her discussion reinforced that true influence comes from preparation, communication, and consistent follow-through rather than simply having a voice in the room.

Jodi Bell, Senior Vice President of Business Development at Finance of America, focused on discussing executive presence and intentional preparation. She described executive presence as the ability to remain calm, confident, and clear during stressful or uncertain situations. One comparison that stood out was her metaphor of “being in the pocket,” like a quarterback remaining composed under pressure. Bell explained that this type of confidence comes from preparation, not perfection. A participant contributed information about the BLUF method, meaning “Bottom Line Up Front,” a system for improved communication by focusing on the most important message first before diving into details. Bell also encouraged attendees to take time each week to prepare for upcoming meetings and conversations instead of reacting in the moment. Her overall message highlighted that leadership is not only about personal success, but also about creating clarity and helping others perform at their best.

Overall, the Women in Servicing: From Influence to Impact webinar provided valuable insight into how women leaders are continuing to shape the mortgage servicing industry through communication, collaboration, and operational leadership. Each speaker brought a different perspective, but all emphasized the importance of preparation, accountability, and supporting others. The webinar demonstrated that effective leadership is not just about influence alone, but about turning ideas into action, building stronger teams, and creating lasting impact across organizations. As the mortgage servicing industry continues to evolve, conversations like these highlight the growing impact of collaborative and forward-thinking leadership.

To see a schedule of future USFNgage discussions and topics, visit https://www.usfnevents.org/usfngage.html.

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USFNews - July 8, 2026

* Denotes firm is a 2024 Award of Excellence recipient.