In this conversation, Dale Baker, president and head of mortgage and consumer lending at KeyBank, shares insights from his 25-year journey in the mortgage industry, discussing the significant transformation within KeyBank’s consumer lending division. He emphasizes the importance of understanding employee motivations, data-driven decision-making, and the simplification of processes to enhance efficiency and customer satisfaction. The discussion also highlights the merging of best practices between mortgage and consumer lending, the cultural changes required for successful implementation, and the positive outcomes observed since these changes were enacted.