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Customer First : The Big Picture ft. Justin Messer
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What does it take to lead one of America’s largest independent mortgage banks in today’s market—and still put the customer at the center of it all?
In this episode of MikeDrop, we sit down with Justin Messer, the President and CEO of Prosperity Home Mortgage, to unpack the leadership mindset, technology strategy, and service-first culture that’s redefining the mortgage experience from the inside out.
With more than 15 years of mortgage leadership experience, Justin has seen the evolution of the industry from multiple vantage points—from his early roles at Quicken Loans (now Rocket Mortgage) to building out Prosperity’s executive team. Now as CEO, he brings a modern, customer-focused lens to lending—balancing innovation with service, growth with stability, and speed with trust.
Prosperity by the Numbers:
Licensed in 49 states + DC
500+ Mortgage Consultants across the country
$25 billion funded between 2021–2022
A subsidiary of HomeServices of America, the largest real estate company by closed units in the U.S.
Under Justin’s leadership, Prosperity has made bold moves to remain at the forefront of tech-enabled lending while never losing sight of the personal touch that makes home financing human. In 2024, the company was ranked #1 in customer satisfaction in J.D. Power’s U.S. Mortgage Origination Satisfaction Study—testament to a leadership style rooted in empathy, experience, and relentless pursuit of excellence.
️ Inside the Episode:
How Justin went from the University of Michigan to the top seat of a national mortgage bank
What “customer-first” really means in a world of automation and algorithms
Lessons from his time at Rocket Mortgage and The Long & Foster Companies
What it takes to lead through market shifts, rate changes, and economic uncertainty
The power of communication, transparency, and culture in building great mortgage teams
Justin also talks candidly about what’s next for Prosperity, and how he’s preparing his team not just for the next quarter—but for the next generation of homebuyers.
Sponsored by:
Mortgage Connect – End-to-end solutions for the nation’s top mortgage lenders.
Aidium – The CRM that powers your pipeline and your relationships.
Floify – The industry-leading point-of-sale platform trusted by lenders nationwide.
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50 episodes
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