Leading beyond the process: Dawn Kernicky on mentorship, adaptability and customer empathy

As part of HousingWire’s Editor’s Choice awards spotlight series, we’re spotlighting past Women of Influence recognizes the leaders making a meaningful impact across mortgage, real estate and homebuilding. Nominations for the 2026 Women of Influence awards are open now through May 31.

HousingWire: What’s one decision that changed the trajectory of your career?

Dawn Kernicky: Accepting a role in default servicing when my historical experience was in construction lending. There were many lessons in this career move, but the most important to me were exchanging comfort to explore the unknown; saying “yes” to the less obvious path, which required me to fast-track learning a new skill set to get up to speed; and embracing a network of amazing professionals and mentors willing to assist in my growth.

HW: Looking back, what experiences most prepared you for the leadership role you’re in today?

Dawn Kernicky: A prior leader of mine once said, “You are the first one here and the last to leave. You might consider this a good thing; you are working hard. But at the end of the day, your work is still not completed.”

It took me some time to understand what he meant. I had to let go of my “expert” mindset and shift to supporting and trusting my team to be the source of knowledge.

HW: What are you most focused on right now?

Dawn Kernicky: As technology continues to create efficiencies in our industry, we will have to shift our mindset regarding finding the best people.

The analogy I often use is like the auto industry. Years ago, the auto industry hired a team member that could build an efficient and well-running engine through subject matter knowledge and automotive engineering expertise. Today, they more often hire people that can best maintain the machine that builds the engine.

HW: What’s one leadership lesson you’ve learned that more people in this industry should understand?

Dawn Kernicky: A fellow female leader in mortgage servicing reminded me a few years ago that we are a part of our customers’ biggest life-changing events.

Our customers experience buying their first home, their next home after marriage and/or children, divorce, death, illness and loss of income — and we have a front row seat. Sometimes we get caught up in the process and lose sight of life-altering events our customers are facing.

Lead and encourage your teams to go beyond addressing the basic needs of the customer. Empower your team to be active listeners, validate concerns, offer support and demonstrate compassion.

HW: What advice would you give to the next generation of women working toward senior leadership roles in housing?

Dawn Kernicky: Lead with authenticity. Do not change to fit someone else’s expectations.

Be your best critic, not your worst. Perfectionism is not a realistic or obtainable goal professionally or personally. Congratulate yourself on your wins and give yourself grace in times of mistakes.

Find a mentor and be a mentor: Mentors are not one size fits all. You might need different mentors as you navigate your career. It’s important you have someone to go to for the right support. It’s equally as important that you are fostering growth in others that need a mentor as well.