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 industry

01:11 – Welcome and intro: Who is Karen Wilson?

02:45 – Karen’s background in the fitness industry and transferable skills

05:19 – Rebranding from fitness to finance: The learning curve

08:06 – How accountability groups helped Karen scale her mortgage business

09:13 – Building an accountability call that delivers real industry value

11:30 – The "give, give, give, ask" principle for long-term relationship-building

14:36 – Why trust-building matters more than rates or speed

15:29 – Leveraging tech to scale personal connections

16:40 – Types of social media content that actually build trust

19:14 – Human, imperfect content vs polished posts

20:14 – Coaching agents to recognise when to seek help and training

22:00 – Mapping your client process from lead gen to post-close

25:28 – Customising your mortgage process to match your strengths

27:44 – Process first — then pick the right tech or team

29:18 – The wrong way to implement new tools — and how to avoid it

32:14 – Why free services often have low follow-through — and how accountability changes that

34:12 – Building a brokerage culture of high standards and high expectations

35:18 – The value of surrounding yourself with high achievers

37:05 – Recognising opportunities and relationships that move your business forward

39:22 – How to connect with Karen and learn more about Broker Complete and DLC Elite Team