Stacey Roberts considers every deal she handles a relationship, not a transaction. “My clients continue to hear from me, not just an automated email, after closing,” says Roberts, an award-winning senior mortgage consultant with Wintrust Mortgage. The majority of her business comes from repeat and referral clients, agents and attorneys.

With 25 years of experience in the industry, she has closed mortgages in more than 25 states, even though her primary market is the city of Chicago and surrounding suburbs. While she’s well-versed in all mortgage products, she considers herself a first-time buyer and down payment assistance guru.

“My clients consistently compliment me on my patience and willingness to walk them through the process and answer their questions from preapproval to closing,” she says. “After two years of a heavy refinance market, I was able to continue to help my clients get into homes despite a rapidly rising rate environment and the inventory challenge.”

She listens well to each client to recognize their primary points of concern, catering to their needs and making the process as seamless as possible. In her initial conversations with clients, she gives them a high-level view of the financing process. From start to finish, she sets the proper expectations and continues to expand on those steps as they reach them in the process.

Roberts was introduced to the mortgage industry by chance. As a graduate student, to avoid burnout, she took a semester off and accepted a position processing mortgages. “I quickly realized I enjoyed the challenge of the mortgage industry and wanted to move into sales,” she recalls. “But I first spent three years processing and underwriting before relocating to Chicago in 2001 to start as a loan officer. The rest is history.”

Her processing and underwriting experience taught her how to research, understand and document ever-changing product guidelines—knowledge that allows her to set proper expectations with clients.