The MLO Project podcast

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Business Transformation Pitch with The CX Goalkeeper

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#251: Fans favorite: Mastering the Art of Customer Experience: Insights from the CEO of the CXPA 29:41

vor 6 Tagen29:41

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29:41

Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than relying solely on reactive fixes. Melia highlights the importance of understanding customer motivations and aligning internal operations to consistently deliver value across all touchpoints. He also stresses the need for cross-functional collaboration and leadership that models CX priorities. When hiring, Melia looks for individuals who demonstrate storytelling ability, problem-solving, and ownership—key traits for driving cultural transformation. His approach reinforces the idea that sustainable CX excellence requires intentional system design, emotionally intelligent talent, and unified leadership around customer-centric goals. About Greg Melia At the helm of CXPA, my focus revolves around championing the global customer experience profession through strategic communications and community building, honed over five transformative years in leadership. Our organization thrives on CX certification, publications, and community that empower customer experience professionals to excel. Resources Customer Experience Professional Association: https://www.cxpa.org/home https://www.cxpa.org/home Please, hit the follow button: Apple Podcast: http://cxgoalkeeper.com/apple Spotify: http://cxgoalkeeper.com/spotify We’d love to hear your thoughts — leave a comment and share your feedback! Follow Gregorio Uglioni on Linkedin: https://www.linkedin.com/in/gregorio-uglioni/ About Gregorio Uglioni: Transforming Business Into Value Generating Engines - Creating Long-Lasting Impact Leveraging Customer Experience - Host Of The Globally Recognized CX Goalkeeper Podcast “Customer Experience Goals” - Speaker at global events & at podcasts - Judge at International Awards - CX Lecturer for several institutions Listen to more podcasts on The Agile Brand network here: https://agilebrandguide.com/the-agile-brand-podcasts/…

The MLO Project explicit

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Dismantling the Status Quo, One Episode at a Time.

The MLO Project is THE podcast for loan officers and industry professionals who are ready to evolve. We’re here to disrupt the old guard, break free from outdated norms, and deliver insights that actually matter.
Hosted by mortgage industry veterans Jason Frazier & Michael McAllister, The MLO Project promises No fluff. No clichés. Just real talk, fresh ideas, and actionable takeaways to elevate your career and the industry.
The MLO Project is presented by Empower LO

28 Episoden

#Business #Social Media #Entrepreneur #Marketing #Fraziers #Mortgage Leads #Loan Officer #Lead Generation

The MLO Project explicit

updated vor 3 Tagen

Serie-Home•Feed

Dismantling the Status Quo, One Episode at a Time.

28 Episoden

#Business #Social Media #Entrepreneur #Marketing #Fraziers #Mortgage Leads #Loan Officer #Lead Generation

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Struggle to Success w/Chris Lamm | Ep. 28 53:44

vor 3 Tagen53:44

53:44

Send us a text In this episode of The MLO Project , Michael sits down with Chris Lamm—a mortgage veteran out of Redding, California—for a raw, real-world conversation about what it takes to thrive in this business over the long haul. Chris shares how he broke into the game at 17, how he weathered the 2008 crash, and what’s kept him leveling up ever since. They dive into the gritty stuff—balancing work and family, the mental edge coaching provides, and why relationships still beat algorithms. Chris also unpacks how he’s using AI and tech to stay ahead without losing the human touch. If you're serious about mastering the mortgage game—not just surviving the market but dominating it—this episode delivers the mindset, strategy, and honesty you need. Connect with Chris on IG @itschrislamm…

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Adding Agents: Does This Webinar Strategy Actually Work? | Ep. 27 29:12

vor 11 Tagen29:12

29:12

Send us a text In this episode of The MLO Project , Frazier and Michael discuss one of the most underutilized lead-gen strategies in the mortgage industry right now: webinars. They dive into how mortgage pros are using webinars to go direct-to-consumer, generate warm leads, and build real authority—without cold calling or spending a fortune. With tools like HighLevel making automation and follow-up simple, this isn’t just theory—it’s working in the field. They also preview an upcoming live webinar with Chelsea Gardner, who’s crushing it with Facebook ads and webinar funnels. If you’re serious about building a scalable lead engine, this one’s for you. Register for the webinar! Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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AI is Killing Traditional Search - What Every LO Needs to Know Right Now | Ep. 26 27:10

vor 17 Tagen27:10

27:10

Send us a text In this episode of The MLO Project , Frazier and Michael McAllister go coast-to-coast—from Idaho to Georgia—to break down what’s really happening with Google Ads in the mortgage game. They tackle rising ad costs, how AI is changing search behavior, and why most LOs are wasting money on outdated strategies. If you’re not using long-tail keywords and thinking about conversions before clicks, you’re already behind. They also dive into the future of AI-powered ad platforms—and how to win with a mix of paid and organic. This is a must-listen for any mortgage pro trying to stay sharp in a shifting digital landscape. 00:00 Welcome to the MLO Project 01:55 Meet the Hosts: Frazier and Michael 02:42 Diving into Google Leads 04:26 The Evolution of Google Ads 15:30 The Impact of AI on Google Ads 19:26 Strategies for Effective Lead Conversion 24:49 Final Thoughts and Resources…

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Debunking the B.S. of the Mortgage Industry | Ep. 25 28:54

vor 24 Tagen28:54

28:54

Send us a text In this episode of The MLO Project , Frazier and Michael take a flamethrower to the myths holding mortgage pros back. Think you need to wear a suit to be taken seriously? Wrong. Think only extroverts win? Nope. Think social media doesn't bring in deals? That’s outdated thinking. This episode is about killing the cookie-cutter advice that’s still floating around and replacing it with what actually works—authenticity, creativity, and confidence in your own style. Whether you're brand new or a vet, it’s time to drop the myths and play your game. 00:00 Welcome to The Greatest Show on Earth 01:29 Debunking Myths in the Mortgage Industry 16:40 The Truth About Social Media and Business 26:11 Final Thoughts and Takeaways Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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New Loan Officers: Your Advantage Is Not Knowing Any Better | Ep. 24 23:53

vor 4 weeks23:53

23:53

Send us a text In this episode of The MLO Project , Frazier and Michael get real about the shift happening in the mortgage industry—and what it means for your mindset. They spotlight how newer loan officers, unchained from the “way it used to be,” are taking massive action and winning. Meanwhile, seasoned pros stuck in old habits are falling behind. The hosts break down why mindset resets are no longer optional and how experienced LOs can pivot to stay relevant and competitive. They also reflect on lessons from the TAG event and the Green Zone live experience, sharing stories, strategies, and honest encouragement. It’s a wake-up call: change is here. The only question is—are you adapting or holding yourself back? Tune in and find out. Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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Stop Buying Tools If You're Not Serious About Using Them | Ep. 23 31:21

vor 5 weeks31:21

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Send us a text In this episode of The MLO Project , Frazier and Michael dive into one of the biggest blind spots in the mortgage industry—tech adoption. They unpack why buying great tools isn’t enough if no one actually uses them. From top-down leadership buy-in to having internal champions (especially top producers), they share what it really takes to make tech stick in your company. The hosts also drop practical advice on how to keep momentum, create peer accountability, and leverage online communities to fuel smarter usage. Bonus: They spotlight the launch of The Green Zone Project —a playbook built for loan officers who want to build real systems and consistent success. 00:00 Introduction and Welcome 01:57 Challenges in Tech Adoption 04:05 Strategies for Successful Tech Adoption 04:56 The Role of Top Producers in Tech Adoption 11:35 Maximizing Tool Utilization 17:07 Community and Championing Tools 28:23 Conclusion and Book Promotion Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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TAG Recap & Real Talk: Say Goodnight To The Old Guard | Ep. 22 39:35

vor 6 weeks39:35

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Send us a text In this episode of The MLO Project , Frazier and Michael recap their time at the TAG Conference in Atlanta—sharing big takeaways, personal reflections, and a few laughs along the way. From standout moments with speakers like Dr. Jordan Peterson and Braden Shaw to real conversations about what’s working (and what’s not) in the mortgage industry, this one’s packed with insight. The hosts talk about why community and connection still matter more than ever, especially for new originators navigating today’s market. Plus, don’t miss the announcement of their upcoming AI webinar and the launch of The Green Zone Project —a book every LO should have in their arsenal. If you’re serious about growth, this episode hits different. 00:00 Introduction and Community Building 02:30 AI Webinar Announcement and Insights 05:33 The Green Zone Live Experience 12:07 Takeaways from the TAG Event 14:02 New Guard vs. Old Guard in Lending 14:53 Braden Shaw's Keynote on Social Media Growth 18:59 Valuable Insights from the Event 21:28 The New Guard in Business 22:52 Attracting Business vs. Chasing Agents 24:48 Community and Networking at Events 25:18 Mastering Communication: Lessons from Jordan Peterson 29:29 Understanding Obsession vs. Ambition 32:08 Shifting Focus in Social Interactions 35:23 Looking Ahead: Future Plans and Growth Register for our AI Webinar. Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com Get The Green Zone Project Book !…

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What Separates Elite LOs from Everyone Else | Ep. 21 33:44

vor 7 weeks33:44

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Send us a text In this high-energy episode of The MLO Project , Frazier and Michael "Hot Sauce" McAllister cut through the noise to reveal what actually separates elite loan officers from everyone else grinding it out in the mortgage trenches. They break down the non-negotiable traits that every top producer shares—laser focus, decisive action without second-guessing, and communication skills that turn prospects into clients and clients into raving fans. But here's the kicker: it's not just about what they do, it's about what they don't do. The best LOs have mastered the art of detachment—they stay above the drama, ignore the distractions, and refuse to get pulled into the chaos that derails average performers. They maintain crystal-clear vision on what matters and commit fully to their decisions instead of constantly pivoting. Frazier and Hot Sauce emphasize that time and relationship management aren't just nice-to-haves—they're survival skills. The mortgage game rewards those who can ruthlessly prioritize and build genuine connections, not those who chase every shiny object or new strategy. The bottom line? Success in this industry isn't about having the perfect CRM or the latest lead generation hack. It's about mastering these fundamental principles that most loan officers overlook while they're busy looking for shortcuts. Stop chasing tools. Start building traits. Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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Want Top Producers? Build a Place Worth Joining | Ep. 20 32:10

vor 9 weeks32:10

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Send us a text In this special in-person episode of The MLO Project , recorded live at Fulcrum Studio in Eagle, Idaho, Frazier and Michael break down what it really takes to attract and support great loan originators. They cover why your recruiting pitch must match your reality, how authentic culture beats hype, and why modern branding and marketing aren’t optional anymore. Whether you’re trying to recruit top producers or nurture growth-minded talent, the message is clear: be real, be relevant, and build something worth joining. Stick around for their take on why recording in-person changes the game. 00:00 Welcome to the MLO Project 00:26 Introduction to Fulcrum Studio 00:43 Recruiting and Supporting Forward-Thinking Loan Officers 02:09 The Importance of Articulating Value in Recruiting 05:09 Challenges in Recruiting and Retaining Talent 11:52 Leadership and Culture in the Mortgage Industry 15:18 Optimizing for Excellence: Attracting the Right Talent 15:59 Building a Winning Culture: The Importance of Mindset 17:09 The Pitfalls of Hiring the Wrong People 18:18 Cultivating Talent vs. Acquiring Talent 19:26 The 80/20 Rule in Loan Officer Recruitment 20:24 Different Strategies for Success: Yankees vs. Rays 23:09 The Importance of Being Real in Recruitment 28:11 Final Thoughts and Wrap-Up Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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Building Leaders, Advocates, and Success w/Brian Covey | Ep. 19 35:14

vor 9 weeks35:14

35:14

Send us a text In this powerhouse episode of The MLO Project , Frazier and Michael sit down with mortgage leader, speaker, and coach Brian Covey for a raw conversation on what it really takes to lead, inspire, and win in today’s mortgage market. Fresh off his move to CrossCountry Mortgage , Brian opens up about leadership, personal branding, and the power of storytelling to build trust and long-term advocates—not just one-time closings. He shares his tactical playbook for hitting massive goals, growing your influence, and creating a career that’s aligned with who you are—not just what you do. Hit play and get ready to take notes—this one’s loaded with real talk, real strategies, and real inspiration. 00:00 Introduction and Banter 01:25 Introducing the Special Guest: Brian Covey 02:42 Brian Covey's Career Journey and Insights 07:27 Strategies for Success in the Mortgage Industry 10:23 Tactical Approaches to Leadership and Recruitment 15:00 Content Strategy and Personal Branding 17:41 The Power of Reintroduction 18:11 Attracting the Right People 19:05 Definite Purpose and Content 20:07 Unique Value and Personal Branding 21:37 Building Relationships and Networks 25:15 Creating Advocates and Telling Stories 26:34 The KNOW Framework for Loan Officers 31:43 Final Thoughts and Wrap-Up Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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Marriage, Mortgages & Benihana | Ep. 18 43:04

vor 10 weeks43:04

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Send us a text In this episode of The MLO Project , Frazier and Michael welcome a special guest—Michael’s wife and business partner, Kimberlee McAllister —for a candid, funny, and insightful conversation about building a business and a marriage at the same time. Together, they unpack what it’s like running Empower LO , navigating roles, boundaries, and balancing life in the fast-paced mortgage world. With backgrounds in both mortgage and real estate, Michael and Kimberlee share what’s worked, what’s flopped, and why communication and shared vision are non-negotiables. And yes, you’ll hear about that Benihana night —because behind every strong couple in business is a hilarious story that keeps them grounded. Hit play for real talk on love, leadership, and building something that lasts—together. 00:00 Introduction and Welcoming the Guest 01:06 Introducing Kimberlee McAllister 02:14 Discussing Family Dynamics in the Mortgage Industry 06:17 Kimberlee’s Role at Empower 08:43 Transitioning to a Business Partnership 15:21 The Importance of Industry Experience 22:08 Empathy and Experience in Recruitment 23:03 The Challenge of Transferring Industry Knowledge 23:33 Importance of Empathy and Understanding in the Industry 25:30 Balancing Work and Personal Life 27:55 Intentional Quality Time 28:46 Economic Conditions and Partnership Dynamics 33:50 Working with Family vs. Spouse 36:29 The 'No Reservations' Story 40:32 Final Thoughts and Farewell Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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Visualize Everything: Success Is Not A Guessing Game | Ep. 17 30:10

vor 11 weeks30:10

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Send us a text See It. Track It. Win It. The Power of Visualization in the Mortgage Game In this high-energy episode of The MLO Project , Frazier and Michael break down a game-changing principle for originators: what gets visualized and tracked gets improved. They dive into how using dashboards, tracking daily activities, and focusing on leading measures (the stuff you control) instead of just lagging results (like closed deals) can transform your business. From gamification and leaderboards to the tools top producers use to stay accountable, this episode is packed with real talk and practical tips to help you show up, stay focused, and hit your goals. Hit play and start treating your numbers like the scoreboard they are—because winners track what matters. 00:00 Introduction and Energy Setting 02:12 The Importance of Visualization in Success 06:31 Tracking Progress and Gamification 10:51 Leading vs. Lagging Measures 20:08 Proactive Strategies for Consistent Success 25:36 Conclusion and Call to Action Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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You Have To Stop Your Gym Membership Mentality | Ep. 16 35:03

vor 13 weeks35:03

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Send us a text In this episode of The MLO Project , Frazier and Michael McAllister get brutally honest about why most loan officers waste money on marketing —and how to flip that script. They kick things off with some laughs, then dive into real stories of marketing fails, breaking down how poor time management, lack of follow-through, and shiny object syndrome sabotage results. Their message? Marketing is an investment, not a lottery ticket. If you’re not doing your due diligence, blocking time to learn the system, and setting real expectations—you’re flushing cash. They also crush the gym membership mentality —you can’t just buy the tool and expect results. You’ve got to use it with purpose. Plus, stick around for a shout-out to the upcoming TAG event and why it’s a can’t-miss for LOs who want to grow with the right strategies (and the right people). Hit play and learn how to stop wasting money—and start making marketing actually work for you. 00:00 Introduction and Banter 01:51 Today's Topic: Marketing Expenditures 04:16 Personal Experiences with Marketing Investments 07:17 The Importance of Treating Marketing as an Investment 14:21 Common Pitfalls and Lessons Learned 18:09 Reckless Spending and Marketing Mistakes 19:11 The Pitfalls of Overspending on Tools and Subscriptions 20:44 The Importance of Due Diligence and Vendor Contracts 23:37 Adoption Rates and Effective Tool Usage 25:42 Setting Constraints and Avoiding the Gym Membership Mentality 32:43 Final Thoughts and Upcoming Events Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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No Contest: Why HighLevel Is the Ultimate CRM for Loan Officers | Ep. 15 36:29

vor 13 weeks36:29

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Send us a text In this episode of The MLO Project , Frazier and Michael break down why HighLevel is hands down the best CRM platform for loan officers today. They dive into the powerful features that make HighLevel a game-changer, from its scalability for growing teams to its flexibility with tech integrations. Sharing real-world insights from their own experiences, they show how HighLevel streamlines operations, elevates marketing, and drives serious cost savings. Thinking about making the switch? They also offer key advice: don’t go it alone—leveraging agency support is critical to unlock everything HighLevel can do for your business. Hit play and find out why HighLevel isn’t just another CRM—it’s a full-blown growth engine. Takeaways The platform offers extensive marketing and communication tools. Loan officers should avoid using HighLevel alone without support. HighLevel is easier to use than other CRMs like Salesforce. The platform integrates various marketing tools into one system. HighLevel's community support is unmatched in the mortgage industry. High Level allows for significant cost savings compared to traditional CRMs. Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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The Content Machine: If You Are Ignoring AI You Are Choosing to Lose | Ep. 14 31:12

vor 14 weeks31:12

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Send us a text AI Isn’t the Future..It’s Already Here! In this episode of The MLO Project , Frazier and Michael dive into how AI is completely changing the game for content creation in the mortgage world—and why you can’t afford to ignore it. They break down real strategies for using tools like ChatGPT and Claude , from crafting better prompts to building custom GPTs for creating content that actually sounds human and connects. The key? Consistency, clarity, and adapting your voice—not letting AI sound like a robot. If you’re serious about staying relevant in today’s market, you need to know how to use these tools to your advantage. Hit play and learn how to leverage AI the right way—before your competition beats you to it. Takeaways: Loan officers need to understand AI's capabilities for effective use. Conversational AI improves the quality of outputs. Consistency in content creation is crucial for success. Effective AI use can save time and enhance productivity. Understanding your audience is key to effective AI prompts. Chapters: 00:00 Introduction to AI in Content Creation 02:51 Understanding AI's Role in the Mortgage Industry 05:48 Effective AI Prompting Techniques 09:12 Building Custom GPTs for Content Generation 11:51 Creating Conversational AI for Better Outputs 14:58 Leveraging AI for Consistent Content Creation 17:59 The Process of Creating Custom GPTs 21:10 The Importance of Consistency in Content Creation 23:55 Future of AI in Content Marketing Join our HighLevel Facebook Group TMP is presented by: Empower LO Connect with us at mloproject@empowerlo.com…

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