In this episode of Mortgage Tech Talks, Tom sits down with Karen Wilson — founder of Broker Complete and VP of Training & Operations at DLC Elite Team — to unpack what truly drives success in today’s mortgage industry: trust, accountability, community, and process efficiency. Karen shares her journey from running a successful fitness business to becoming a leader in the mortgage world, drawing powerful lessons about relationship-building, creating accountability structures, and optimizing your business for long-term growth. If you’re a broker looking to strengthen your client relationships, scale your business, and implement more effective systems — this conversation is packed with practical insights. 👉 Follow Karen on Instagram: https://www.instagram.com/brokercomplete/ Timestamps: 00:00 – Why trust is the most valuable currency in today’s mortgage industry01:11 – Welcome and intro: Who is Karen Wilson?02:45 – Karen’s background in the fitness industry and transferable skills05:19 – Rebranding from fitness to finance: The learning curve08:06 – How accountability groups helped Karen scale her mortgage business09:13 – Building an accountability call that delivers real industry value11:30 – The "give, give, give, ask" principle for long-term relationship-building14:36 – Why trust-building matters more than rates or speed15:29 – Leveraging tech to scale personal connections16:40 – Types of social media content that actually build trust19:14 – Human, imperfect content vs polished posts20:14 – Coaching agents to recognise when to seek help and training22:00 – Mapping your client process from lead gen to post-close25:28 – Customising your mortgage process to match your strengths27:44 – Process first — then pick the right tech or team29:18 – The wrong way to implement new tools — and how to avoid it32:14 – Why free services often have low follow-through — and how accountability changes that34:12 – Building a brokerage culture of high standards and high expectations35:18 – The value of surrounding yourself with high achievers37:05 – Recognising opportunities and relationships that move your business forward39:22 – How to connect with Karen and learn more about Broker Complete and DLC Elite Team