What It's Really Like to Work at NewDay USA

You can listen to the full conversation: Work Tech Weekly: Jenn Harrold on Coaching Culture and Hiring at NewDay USA.

Why NewDay USA Doesn't Require Mortgage Experience

Harrold said the mortgage industry is heavily regulated, which can make prior experience work against a new hire rather than for one.

"It is very difficult to undo years of experience or process or even quite frankly mistakes," Harrold said.

Instead of hiring for a mortgage background, Harrold said NewDay USA's interview process focuses on two traits: coachability and communication. "We do absolutely double down during our interview process on a few of those skills," she said. "If we can hire competitive talent, individuals that are able to interpret information, communicate effectively, then we know we can train them on the rest."

What to Expect During the Interview Process

NewDay USA's interview process includes a 60 to 90 minute shadowing session, where candidates sit with an account executive who is in their "rookie period," typically three to six months into the role.

"We tell those candidates, you ask any and every question," Harrold said. "Lay it all out on the line and make sure that you know what the opportunity could look like for you."

Harrold said about half of NewDay USA's hires come directly from its internship program, and the company starts talking with students as early as their junior and senior years of college.

How NewDay USA Is Growing Its Team

"Two years ago, we hired just under 200 people. Last year, we increased that by 50%," Harrold said.

Harrold said NewDay USA's internship program grew from just over 100 interns in 2024 to more than double that number in 2025, after the company's CEO asked the team to double the program within a year.

How NewDay USA Employees Become Homeowners

Harrold was asked whether NewDay USA's business model is designed to produce homeowners. She said she can't say for certain.

"I wish that our leadership or NewDay or any one of us could take credit for that," Harrold said. "I think there's a correlation for sure, but can we measure it and is it exact and precise and consistent across each person each time? I don't really think so."

Harrold said that among employees who stay with NewDay USA for two years or longer, "60% of them are homeowners or they're in the process of purchasing their first home," typically between ages 26 and 28. She pointed to two possible contributing factors, without claiming certainty: employees gain firsthand knowledge of the homebuying process through their work, and NewDay USA pays a base rate with uncapped commissions on both the sales and operations sides of the business.

Why Performance Reviews Happen Every Month

NewDay USA does not run an annual performance review cycle. Harrold said HR leadership meets monthly with key leaders to review performance data and identify where coaching is needed.

Harrold described those check-ins as an opportunity for what she calls an "arm around conversation," particularly for employees new to the organization. She said leaders are expected to be firm about expectations while staying positive in how they deliver feedback, and to check in with new employees more often than once a month.

Harrold also said leaders regularly review recorded calls with Veterans alongside employees, pointing out what went well and where there is room to improve.

How Leadership Structure Supports Employees

Harrold said NewDay USA's leadership structure, from team lead to captain to division leader, is built to create both a career path and room for coaching. She sees high performance expectations and a supportive culture as interdependent, not in conflict.

"A supporting culture isn't about removing the pressure," Harrold said. "It's really about making sure that the support is in place for you to perform at your highest level possible."

Harrold said NewDay USA publicly recognizes professional milestones such as promotions and awards, and also highlights personal milestones, including buying a first home or growing a family, for employees who choose to share them.

How NewDay USA Uses AI

Harrold said NewDay USA's approach to AI centers on two things: capability and capacity. She said the company uses AI tools to help review coaching calls, and that some of its operations run around the clock in part through its NewDay India team.

Harrold said she doesn't expect AI to fully take over any part of the mortgage process anytime soon, though she was quick to add a caveat. "I don't see anything, at least in my lifetime or the immediate future, where AI is going to fully take over a full component of the process," she said. "I'm not a technology expert, so I could be entirely wrong there."

Harrold said questions from employees about AI replacing their roles in the next 10 to 15 years "just hasn't quite reached the surface" as a regular topic of conversation. She noted, however, that the subject does come up in leadership talks, especially from newer hires.

Jenn Harrold's Advice for New Leaders

Asked what she wishes she'd understood earlier in her career, Harrold said it's how closely people watch what a leader says and does.

"People pay attention to what you say, what you don't say, what you do, what you don't do," Harrold said. "Especially your team. They really do observe everything."

She also said she wishes she had started showing up as a person, not just a manager, earlier in her career. At NewDay USA, getting to know employees' families and personal goals is part of one-on-one time with them.

FAQs

Does NewDay USA require mortgage experience to apply?

No. According to Harrold, NewDay USA hires most new employees without a mortgage background and trains them internally, focusing during the interview process on coachability and communication.

What does the interview process at NewDay USA involve?

Harrold said candidates take part in a 60 to 90 minute shadowing session with an account executive a few months into the role, where they're encouraged to ask questions about what the job is really like.

Do most NewDay USA employees become homeowners?

Harrold said that among employees who stay two years or longer, 60% are homeowners or in the process of buying a home, typically between ages 26 and 28. She said she can't point to one confirmed reason, but noted a correlation with employees' job experience and NewDay USA's pay structure.

How often does NewDay USA review employee performance?

Harrold said NewDay USA reviews performance monthly rather than on an annual cycle, giving leaders regular opportunities to coach employees.

Does NewDay USA use AI?

Harrold said NewDay USA uses AI tools to help review coaching calls and support round-the-clock operations. She doesn't expect AI to take over the judgment and compliance work involved in closing a home loan anytime soon, though she noted she isn't a technology expert.