2. Get Things Done! Building Effective and Accountable Teams and Keeping Your Firm in the Black Debbie Foster – Affinity Consulting Group Roy Diaz – SHD Legal Group P.A. Michelle Garcia Gilbert – Gilbert Garcia Group, P.A. John Hearn – Rogers Townsend & Thomas, PC

3. ALFN AMERICA'S MORTGAGE SERVICING INDUSTRY. REPRESENTING. DEFENDING AND EDUCATING

4. ALFN AMERICA'S MORTGAGE SERVICING INDUSTRY. REPRESENTING. DEFENDING AND EDUCATING You can submit them by: Texting 66343 and your question to 22333 Ask questions or make comments verbally by using the microphones provided in the session room Questions for the Panelists?

6. Accountability - Tips Need to own decisions and actions – good and bad Empowerment to identify opportunities Address conflict as an opportunity to improve Questions for the panelists? Text 66343 and your question to 22333

7. Accountability - Tips What happens when a decision goes bad? Grow and learn Lead by example – be transparent No martyrs Questions for the panelists? Text 66343 and your question to 22333

8. Accountability – Tools/Takeaways Delegate Accountability Do not micro-manage Need to train staff to accept accountability at each of their levels Be a role model Encourage Team building Questions for the panelists? Text 66343 and your question to 22333

9. ALFN AMERICA'S MORTGAGE SERVICING INDUSTRY. REPRESENTING. DEFENDING AND EDUCATING

10. Communication - Tips Have a REAL Open Door Policy Attorneys and managers are always available to answer questions and to provide guidance. Managing partner and partners are available 24/7 time via email, cell and/or text. Regular meetings promote sharing and cooperation We always learn something in face-to-face meetings, we would not have learned in an email or in a memo Questions for the panelists? Text 66343 and your question to 22333

11. Communication - Tips HOT Communication Honest, Open, and Two-Way Everyone is heard No one says “you’re wrong” Listen more than you speak Respect always Questions for the panelists? Text 66343 and your question to 22333

12. ALFN AMERICA'S MORTGAGE SERVICING INDUSTRY. REPRESENTING. DEFENDING AND EDUCATING

13. Leadership - Tips Emotional intelligence Self –aware Self-regulating Motivated Empathic Social skills Questions for the panelists? Text 66343 and your question to 22333

14. Leadership - Tips Staying on message Lifelong learning Service above self Questions for the panelists? Text 66343 and your question to 22333

15. We don't build services to make money; we make money to bu·1d better services.

16. Profitability - Tips Focus – Doing More with Less Opportunities for Increasing Revenue Opportunities for Decreasing Expenses Automation/Technology Leveraging technology is the #1 tool for increasing profitability Questions for the panelists? Text 66343 and your question to 22333

17. Profitability - Tips Focus? Biggest with the most referrals Only the right clients with the right files Collections Process – NAIL IT DOWN Auditing Vendor Invoices Questions for the panelists? Text 66343 and your question to 22333

18. Profitability – Tools/Takeaways Pick one area – analyze the process in detail with those who do the work Focus on additional fee opportunities Hourly Billing Review Understand Utilization Understand Realization Questions for the panelists? Text 66343 and your question to 22333

19. ALFN AMERICA'S MORTGAGE SERVICING INDUSTRY. REPRESENTING. DEFENDING A ND EDUCATING

20. Thank You! Debbie Foster – dfoster@affinityconsulting.com Roy Diaz – rdiaz@shdlegalgroup.comdfoster@af inityconsulting.comrdiaz@shdlegalgroup.com Michelle Gilbert – mgilbert@gilbertgrouplaw.com John Hearn – john.hearn@rtt-law.commgilbert@gilbertgrouplaw.comjohn.hearn@rtt-law.com