Q: Brent, can you tell us a little about your role at Indecomm?

I lead client success and automation initiatives, working at the intersection of technology and mortgage operations. My focus is on conceptualizing automation and AI projects and transforming complex processes into solutions that are practical, efficient, and seamlessly aligned with the client’s workflow.

Q: What’s your favorite part of the job?

I love bridging the gap between deeply technical automation/ AI designs and real-world mortgage operations. The most rewarding part is taking an idea from concept to reality, translating intent into a detailed, working process. It’s not just about saying, “I need a process to do XYZ,” but about uncovering and engineering the logic behind it. That’s where I learn the most, push my understanding further, and create new tools and solutions that truly make an impact.

Q: Where did your interest in automation and technology come from?

I’ve always been a bit of a logic nerd and definitely process-obsessed. In every role, I’ve focused on defining workflows and finding the most efficient, repeatable way to get from point A to point B. Automation, and now AI, is the ultimate tool for that. When applied effectively, it minimizes errors, ensures consistency, and executes exactly as it’s designed to. Ironically, that very consistency gives teams greater flexibility because they can trust automation and AI to handle repetitive tasks while they focus on solving bigger, more complex challenges.

Q: How has your mortgage background shaped the way you approach automation?

Starting as a Loan Officer was pivotal. It gave me an inside view of products, programs, compliance, and the entire loan manufacturing process. It also gave me a soft spot for sales which is not always common on the operations and compliance side.

From there, moving into compliance during the 2015 GFE and TRID was pivotal. Those regulations demanded rule-based logic and consistent execution; getting it wrong carried significant consequences. That experience shaped how I think about process and standardization today.

During the TRID transition, I ran a Disclosure Desk and QA team, and that’s when I built my first automation: a Word-based checklist that ran simple if-then tests on Encompass field IDs. The tool flagged errors, so my team didn’t have to click through multiple screens. It saved time, reduced mistakes, and showed me firsthand how even a small piece of automation can materially improve efficiency. That was the spark that set me on this path.

Q: You’ve described yourself as a tinkerer. How does that mindset carry into your work?

Whether it’s fixing a lawnmower or automating a client process, I take the same approach: break down the problem, map the logic, and test until it works. That’s the same mindset I bring to automation design. I enjoy digging into the mechanics, refining workflows, and making them more efficient. It’s how I’m wired.

Q: What’s your philosophy when it comes to implementing automation in mortgage processes?

Automation should mirror the client’s workflow, not force the client to adapt to the technology. My approach is to first understand the human steps such as what decisions are being made, when, and why. Next, I replicate those actions in a more efficient, automated way. The automation should feel like an extension of the team, not a disruption.

Q: You’ve mentioned “intent” several times when talking about automation. What do you mean by that?

Intent is everything. When we build automation, we’re trying to replicate the client’s exact intent. For example, if a client configures parameters in their Encompass pipeline to select loans for title review, our automation applies those same parameters. The success criteria are simple: Did the automation pick the right files, and did it complete the review as expected? If yes, then we’ve delivered on the client’s intent.