What happens after someone decides to join Flat Branch Home Loans?

For most companies, onboarding might mean a few training sessions, a stack of paperwork, and a new computer waiting at a desk.

At Flat Branch, we believe it should be more than that.

For Jake Gould, making sure new team members feel supported, prepared, and connected is a full-time job. As Flat Branch’s Transition Concierge, Jake helps transition loan officers from a new company to Flat Branch.

It’s a unique role, and one that gives Jake a front-row seat to what makes our culture different.

In a recent episode of the Rooted in Ownership podcast, Jake sat down to talk about his journey at Flat Branch, what he’s learned from helping new employees transition into the company, and why one of the most important measures of success is surprisingly simple:

Do they love it here?

Building More Than an Onboarding Process

Jake has been with Flat Branch for more than eight years. After spending his first few years originating loans, he stepped into the Transition Concierge role, where he has spent the last five years helping loan officers onboard and get acclimated to Flat Branch.

He helps new loan officers understand our systems, processes and resources, but his role goes beyond teaching someone where to click or who to call.

“I'm not teaching them how to be a loan officer,” Jake explained. “I'm teaching them how to be a loan officer here at Flat Branch.”

That distinction is important.

Every company has its own systems, processes, and culture. Someone can be an experienced loan officer and still have a lot to learn when they join a new organization.

Jake helps bridge that gap.

Whether someone has a question about a system, needs help finding the right person or simply isn't sure how something works, he is there to help them navigate their new environment.

And sometimes, he still jumps into origination himself to keep his skills fresh.

Jake explained that he will originate a loan once or twice a quarter so he can stay familiar with the systems his team members are using. That way, when someone comes to him with a problem, he isn't just explaining something from a manual—he's been there, clicked the button and, occasionally, broken something himself.

What Happens After the Welcome?

One of the most interesting parts of Jake's role is that it was built around a simple idea: support shouldn't stop when the recruiting process ends.

Jake shared a story about the experience many people have when they start a new job: You're welcomed, handed a computer and essentially told, “Good luck.”

Flat Branch wanted to do something different.

The Transition Concierge role was created to help make sure the promises made during the recruiting process continue after someone joins the company.

That means asking questions like:

Are they getting the support they expected?
Are they finding the resources they need?
Are they comfortable with the systems?
Are they building their business?
And perhaps most importantly, are they feeling like they made the right decision?

Jake follows up with new hires closely during their first several weeks and can continue checking in for up to a year. But there isn't a rigid, one-size-fits-all formula.

Instead, Jake tries to understand what each individual actually needs.

Some new loan officers are immediately focused on their pipeline. Others need help with marketing. Some need to understand systems, while others are simply looking for reassurance as they navigate a major career change.

“It's really taking, what are they nervous about?” Jake said. “We really try to pivot and really customize that journey and really just walk that journey with them.”

That personalized approach is at the heart of what Jake does.

Growth Looks Different for Everyone

Jake's role also gives him a unique perspective on professional growth.

When asked how he measures success, he admitted that it's difficult to put a single number on it.

For some loan officers, success means dramatically increasing their production. For others, it may mean finding a better process, building a stronger team, or simply becoming comfortable in a new environment.

Jake has watched loan officers come to Flat Branch and experience significant growth in their businesses, and he sees those success stories as a reflection of the tools, systems and support available throughout the company.

But there's another measurement he keeps coming back to: “Do they love it here?” he said. “Do they feel like they're welcome here?”

It's difficult to put a number on something like that. But for Jake, it's an important measure of whether he's doing his job well. To Jake, success is about making sure loan officers feel supported enough to thrive, not just about production numbers.

A Role Built Around Continuous Improvement

Jake's approach to his work is also reflective of the way he approaches the people he supports: There is always room to improve.

He doesn't believe the onboarding process is perfect, and he's intentional about asking new team members for feedback.

If someone struggles with something, Jake wants to know about it. If a process creates frustration, he wants to understand why. If a new employee felt like they didn't get the help they needed, he wants to figure out where the process fell short.

That mindset is part of what makes his role so valuable. Jake is helping the loan officer navigate the existing process while constantly looking for ways to make that process better for the next loan officer than onboards.

And because he works with so many different departments across Flat Branch, he can help identify opportunities for improvement throughout the employee experience.

Finding Purpose in Being Someone Others Can Rely On

Perhaps the most meaningful part of the podcast came when Jake talked about what motivates him on difficult days.

For Jake, a tough day is often one where he feels like he didn't deliver something someone was counting on him to provide. He knows that new salespeople may rely on him for answers, sometimes on short notice and sometimes outside of traditional working hours. When someone needs help, he wants to be the person who can provide it.

And he believes there's purpose in that.

“Being relied upon helps establish purpose,” Jake explained. “When somebody needs your help and then you get to give that help…is purposeful.”

It's a simple idea, but one that says a lot about the way Jake approaches his work.

He's helping people build confidence.

He's helping them find their footing.

And ultimately, he's helping them feel like they belong.

It's About the People

Jake's story is a great example of how careers can evolve when people are given the freedom to find where they can make the biggest impact.

He started at Flat Branch as a loan officer after coming from real estate. Today, he's helping other loan officers build their careers and businesses within the company.

And he loves it.

“I've loved it,” Jake said about his role. “Every minute of it.”

For Jake, success is watching someone come into the Flat Branch family, find their confidence, grow their business and eventually reach the point where they no longer need him hovering in the background.

That's the goal. Not to create dependence, but to create confidence.

Because at Flat Branch Home Loans, we believe bringing someone onto the team is just the beginning. The real work is making sure they have the support, resources and people around them to grow, and ultimately, to find their place here.

And sometimes, that starts with having someone like Jake in their corner.

Interested in joining Flat Branch? Check out our openings here: https://flatbranchhomeloans.com/join-us

Sarah Craig named 2024 Housingwire Finance Leader Winner

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