Curing Mortgage PTSD With Better Systems and Service

In this episode of The Loan Officer Playbook Podcast, we sit down with Fabion Medhanie, Mortgage Broker at Edge Home Finance Corporation. Fabion shares his remarkable journey from running nightclubs in Germany to becoming a process-obsessed mortgage broker in the U.S. He dives into how his military background and a promise to his mother shaped his career, why he created “Mortgage PTSD,” and how AI, automation, and a commitment to client relationships are central to how he does business today.

Key Takeaways

• Mortgage PTSD Means Something Different Here
  Fabion rebranded the trauma of bad mortgage experiences into his own “Pretty Terrific Service Department” that puts clients at ease and builds loyalty.
  

• Process Over Panic
  His background in the military taught him to obsess over systems—not out of rigidity, but to serve more clients at scale without dropping the ball.
  
  

• Automation is for the Back, Humans Stay Up Front
  Fabion leverages AI and automation for backend tasks, but keeps the human touch central in every client interaction—from birthdays to dog names.
  

• Why He Left Retail for Broker Life
  After climbing the corporate mortgage ladder, he ditched that structure in favor of more flexibility, better pricing, and client-first solutions.
  
  

• Finding Riches in the Niches
  He shares how working with foreign nationals and embracing nontraditional products like ARMs and buy downs gives him an edge—and why most LOs are missing the opportunity.

For more insights from Fabion Medhanie listen to the full episode on The Loan Officer Playbook Podcast!