Residential Finance Corporation - Culture Book by Old-Samples

RESIDENTIAL FINANCE CORPORATION

Your Opportunity Begins Here.

WELCOME

A Culture Of Excellence.

Join The Team SERVICE PROS:

If you can’t get loans closed with speed, accuracy and simplicity, little else matters. Our focus is to offer efficiency in our underwriting department that meets your needs and exceeds your expectations. It is this level of professionalism that allows us to attract and retain the top producing talent in our market.

LENDING PROS: With fewer loan products available in the general market, it is important to work with a company that has access to all of the remaining programs. FHA Full Eagle certified and have VA Automatic Authority; we also offer USDA, State Housing Programs, Conforming, Jumbo, Reverse, Commercial, 203k, High Balance and more.

RESIDENTIAL FINANCE CORPORATION IS AN AWARD WINNING NATIONWIDE MORTGAGE LENDER. WE HAVE PERFECTED A SYSTEM THAT ALLOWS US TO PROVIDE OUR BORROWERS WITH FAST, ACCURATE AND CONSISTENT SERVICE, AND WE HAVE BEEN DOING THIS SUCCESSFULLY WITH COMMITTED ORIGINATORS LIKE YOU, PROVIDING A HIGH LEVEL OF QUALITY SERVICE SINCE 1997.

TRAINING PROS:

Providing you with the tools for success, a roadmap to get there and instruction along the way, RFC’s training pros allow you to reach new heights and accomplish your goals.

LICENSING PROS:

We have a dedicated licensing and compliance team to support you in maintaining your current licensing as well as increasing your licensing footprint.

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Residential Finance Corporation - NMLS 1652

ABOUT RFC

Integrity. Relationship. Value. We hold fast to strong core values in our business. Commitment to these values allows us to build trust with clients, because we consistently show integrity in the workplace, acknowledge success, and celebrate achievement. To achieve our mission of providing best in class service to our employees and customers, we have adopted a value system built on three key components: integrity, relationship, and value. These values create a community of people who work together toward a common goal.

Relationship

Integrity

Values

Integrity

Relationship

Whether you’re an IT genius,

A career at RFC is more

a seasoned Loan Officer, or a

than funding loans.

marketing guru – a career at

remembering that we are

RFC is about under promising

people working with and for

and over delivering.

It’s

people. It’s taking the time to

about ensuring your actions

form deep relationships with

match your words.

our coworkers, customers

It’s

about returning calls right

and

away – to each other, to

means not only knowing

our vendors, and to our

our client’s credit history but

customers. That’s integrity.

also knowing their children’s

And,

never

names and personal goals.

forgetting that a home loan

That takes work, and it

is not a business transaction

doesn’t happen overnight.

– it’s the financial security of

But it’s rewarding and it’s

our customers and the place

worth it.

integrity

they put their children to

the

community.

It’s

Values Price is what you pay; value is the tangible commodity of what you get.

Value is

more than a great interest rate on your mortgage. It’s closing your loan on time. In the end, value is about increasing the quality of life for everyone involved in the process – our customers, each other, our vendors and suppliers. We believe in developing a bond that lasts beyond the closing table.

Family Work

has

become

tendency

second

home.

When we spend 40 hours or more a week in the company of other people, they tend to feel like family. At RFC, it’s no different. We believe in our value system, work together to achieve the same goal, and understand each other’s successes and struggles. This atmosphere allows us to laugh, share, play and work together. It is truly the kind of family of which you feel proud.

sleep, every night.

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Residential Finance Corporation - NMLS 1652

CULTURE

Here you’re never a number! OUR CULTURE Work can be demanding. Join our team and you’re guaranteed to be challenged. We require you to go to extraordinary lengths to WOW your customers – both internal and external. We’ll expect a high level of passion, energy and dedication every day.

WORK HARD, PLAY HARD... RFC STYLE! And for those with the heart to become a part of the RFC family – we promise you’ll never feel like a number as we strive to inspire you. We make you feel like you are a part of something bigger than just a company. We are family, and at RFC no one is a number. Every associate, in every position, can see their effect on the company, our customers and our community.

You spend a great deal of your life at work. Why not spend it with people who treat you like family?

What Does Culture Mean To You?

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Residential Finance Corporation - NMLS 1652

EXECUTIVE TEAM

Leadership Stength. Michael Isaacs, Chief Executive Officer

Michael Isaacs founded Residential Finance in 1997. Mr. Isaacs’ leadership enabled the company to increase revenue 63% over the past three years and has led to over 12 notable awards, including INC Magazine’s Fastest Growing Company, Best Place to Work, and Sales Department of the Year. His career in finance spans more than 20 years in finance and building.

As co-founder, David serves as Senior Vice President & General Counsel. David directs legal, regulatory and compliance efforts. He gained significant experience as a private legal practitioner with emphasis in labor and employment law, real estate and civil litigation and is a former adjunct professor of law at The Ohio State University.

Mark Fowler, Chief Revenue Officer & VP of Production

Barry Habib, Chief Market Strategist

Daniel Jacobs, President of Retail Branching

Jessica Manna, VP & Chief Marketing Officer

Mark leads all sales for the mortgage lender, including three operations centers and over fifty retail branch locations, nationwide. Prior to joining RFC, Mark spent the last seven years combined with LendingTree and Experian Interactive Media, as the Senior Vice President of Sales and Operations.

Daniel serves as President of Retail Branching, overseeing the strategy and growth of RFC’s Retail Branching Division. He previously served as CEO of 1st Metropolitan Mortgage, a national $4 billion per year, 250 branch national originator. Named one of the “Most influential Mortgage Professionals Under 40” in 2009 & 2011.

Barry serves as our resident market expert providing our sales force exclusive market insights, through daily videos, sales calls and real-time bond quotes. Before joining RFC, Barry was the founder, creator and CEO of Mortgage Market Guide, which helped to interpret and forecast activity in the mortgage rate and bond markets.

Jessica directs all advertising, public relations, lead generation, and interactive marketing. Previously, Jessica was a consultant at a database marketing agency serving many top mortgage banking clients. She is listed as one of Direct Marketing News’ “Top 30 [Marketers] Under 30”.

Doug Harris, Chief Operations Officer

Alan Rabideau, Chief Information Officer

Jude Tribble, Vice President & Corporate Counsel

René Lewis, VP of Human Resources

Doug directs all lending operations from disclosure through secondary. Previously, Doug spent nearly a decade at the nation’s sixth largest bank, US Bank, where he was responsible for leadership and P&L for two of the bank’s divisions.

Jude has served as our Senior Corporate Counsel for over two years and is in charge of directing the legal, licensing, quality-control and compliance departments. In her tenure with RFC, she has helped create a premier licensing and compliance operation, which has grown in significance and scope in recent years.

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David Stein, Senior Vice President & General Counsel

Alan directs all technology, telecommunications, wide and local area networking, desktop and applications support, IT security and disaster recovery, and records management. Alan’s 10 year career at RFC has led to continuous innovation and improvement,.

René directs all aspects of our HR and talent management programs including organizational development, benefits and wellness, compensation, and employee relations. René is a certified Senior Professional in Human Resources and a Certified Professional Behavioral Analyst. Prior to joining us, she held HR leadership positions in organizations such as The County of Orange, California and Gap Inc.

Residential Finance Corporation - NMLS 1652

AWARD WINNING

Excellence: Our Passion, Our Obsession. Our dedication and downright obsession with service has been recognized time and again by some of the most respected experts in their field, as well as by our peers, employees, and partner companies.

EXCELLENCE IN PRACTICE

CORPORATE CARING AWARD - 2X WINNER

American Society of Training & Development

Business First

SALES DEPARTMENT OF THE YEAR

ACHIEVEMENT IN MARKETING AWARD

American Business Awards

American Marketing Association

BEST PLACE TO WORK - 6X WINNER

TOP 30 (MARKETERS) UNDER 30

Columbus Business First , Tampa Bay Business Journal

Direct Marketing News

INC. 5000 FASTEST GROWING CO HONOREE -2X

SPIRIT OF LENDINGTREE AWARD

Inc. Magazine

LendingTree

FAST 50 - 10X WINNER

DATABASE EXCELLENCE AWARD

Columbus Business First

National Center for Database Marketing

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Residential Finance Corporation - NMLS 1652

STRATEGY

Market strategy. Expert Guidance. BARRY HABIB, CHIEF MARKET STRATEGIST Barry Habib is one of the mortgage industry’s most knowledgeable and experienced professionals. He has more than 17 years of experience in the financial industry and appears monthly on CNBC and Fox News as a financial expert. Barry has joined the RFC family as Vice President and Chief Market Strategist. Along with his success as an originator, Barry brings the RFC family his in-depth understanding of the market and ability to forecast mortgage rate and bond markets. By offering training and one-on-one coaching and support, Barry will help originators and branch managers develop the skills to successfully create and maintain relationships with Realtors and builders in their communities.

EXCLUSIVE ACCESS TO: • • • • •

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Daily Market Watch Videos Real-time MBS Quotes Sales Calls Realtor Events And more...

Residential Finance Corporation - NMLS 1652

MARKETING

marketing: Your success is our focus. You have a full service marketing agency at your service with over 40 years of combined marketing experience and mortgage industry specific marketing expertise. It is our goal to support your success and profitability.

In-House Award Winning Agency!

Tim Ferrel

Corey Trujillo

Annie Keener

Troy West

Karmi Van Wyk

Sean Burke

Director of Digital Strategy

Senior Marketing Analyst

Marketing Director

Sr. Marketing Strategist

ed… Combin keting s mar 65 year ce & 28 n experie tgage or years m ce! n experie

Marketing Project Manager

Digital Marketing Coordinator

Ashlee Rowland

Marketing Administrative Assistant

JESSICA MANNA, VICE PRESIDENT & CHIEF MARKETING OFFICER Jessica directs all advertising, public relations, lead generation, and interactive marketing. Previously, Jessica was a consultant at a database marketing agency serving many top mortgage banking clients. She is listed as one of Direct Marketing News’ “Top 30 [Marketers] Under 30” and under her direction the RFC Marketing Department has been honored to win four awards of excellence. Page 8

Residential Finance Corporation - NMLS 1652

MARKETING

marketing: endless resources. We want you to be all that you can be at RFC, and we give you the marketing tools to ensure you reach consumers with your message of excellence and commitment.

MARKETING LIBR ARY • Catalog of effective and compliant collateral. • Personalized with your name and photo. • FEATURES Available for Realtors and business partners as well as customers and prospects. • Many pieces to choose from including: • Purchase • Refinance • About Us • I’ve Moved • About your Loan Officer • Products (203k, FHA, Reverse, etc.) • And more... • No cost, quick turn-around for custom design pieces.

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Residential Finance is best known for its commitment to customer service. Home Loan Consultants at Residential Finance are highlytrained experts whose knowledge and experience are only surpassed by their commitment to helping clients find the best loan at the best rate, making the loan process comfortable and easy.

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Money Magazine, and Forbes.com, and its investor relationships include some of the nation’s largest and most diverse investment banks.

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Rev. 05/29/11 ©

At Res identia I couldn l Financ ’t wait e Corpo to shar ration e the and news with yo u!

ONLINE COMPANY STORE • Online store for promotional and print items. • Business Cards • Stationary • Note Cards • Promotional Products • Brochures • Postcards • Magnets • Pens • Gifts • And More...

Page 9

Residential Finance Corporation - NMLS 1652

Artwork for Envelope, Business, #9, 3 7/8 x 8 7/8 in (3.875" x 8.875") Layout: sample BRM Env with IMB.lyt

MARKETING

ATTN: CUSTOMER SERVICE RESIDENTIAL FINANCE CORPORATION 401 N FRONT ST STE 300 COLUMBUS OH 43215-9859 POSTAGE WILL BE PAID BY ADDRESSEE FIRST-CLASS MAIL PERMIT NO. 357 COLUMBUS OH

BUSINESS REPLY MAIL

NO POSTAGE NECESSARY IF MAILED IN THE UNITED STATES IMPORTANT: DO NOT ENLARGE, REDUCE OR MOVE the FIM and POSTNET barcodes. They are only valid as printed! Special care must be taken to ensure FIM and POSTNET barcode are actual size AND placed properly on the mail piece to meet both USPS regulations and automation compatibility standards.

marketing: AUTOMATED LOYALTY. RESIDENTIAL FINANCE CORPORATION [LO FULL NAME] [LO ADDRESS] [LO ADDRESS]

We believe that the best customer is a repeat customer and we actually help you gather referrals from borrowers you have already helped. These deals are easier to close and help you build a loyal network of people who sing your praises to friends and family. Enjoy free automated loyalty marketing on every loan you close with RFC. BORROWER(S) FULL NAME] [[BORROWER ADDRESS] [BORROWER ADDRESS 2]]

always here for yoU

MARKETING LIBR ARY Loyalty Marketing For Two Years Sent On Every Loan You Close With RFC No Charge To You Personalized With Your Photo And Signature Free Unlimited Email Campaigns Closing Gift Upgrades Available

i am always here for yoU Remember, just because your loan has closed and funded, that doesn’t mean I am no longer at your service. If you have questions or concerns, feel free to call me anytime.

Thank You! [LO NAME} [LO NMLS] [LO TITLE] [LO PHONE] [BORROWER NAME], As you may know, my business depends on referrals from great customers like you!

regarding tHe Loan ProCess:

Do you have a friend or family member that would like more information on home financing? I would greatly appreciate the referral, and will be sure contact them right away and provide them with extra special care and attention. Simply fill out the form below and drop it in the mail (free of charge!) and Loan I will contact them right away. regarding your offiCer:

Please select whether you agree or disagree with the following statements.

Please select whether you agree, or disagree with the following statements.

was professional and courteous.

was smooth and efficient.

took the time to understand my situation and match me with a loan program that met my needs.

regarding our team:

made the process simple and efficient. N/A

Not Sure

Poor

Fair

Good

Excellent

Please rate your experience with each of our team members. Please Note: You may not have worked with all of the the following people.

Loan Officer

Property address: [property address] [property city, st, zip] [loan number]

Branch Manager

mailing address: [mailing address] [mailing address city,st zip]

Post Closing Agent

Loan Processor

Disagree

Neutral

Strongly Disagree

N/A

Corp NMLS, #1652

CUSTOMER REFFERAL CARD

[Loan Officer Name], I would like to refer someone for more information on Please provide my friend with the same great service you provided me! They can be reached at:

explained the terms of the loan and the fees inmortgage a way that I could financing. easily understand.

did We eXCeed _____________________________________________ your eXPeCtations? Name:

Notary

Share your story with us via email:

CustomerCare@myrfc.com Address: ___________________________________________

Receptionist

___________________________________________ sHare us WitH your friends & famiLy:

reCommending rfC to otHers: How likely are you to recommend Residential Finance to a family member or friend in need of a mortgage?

Who do you know that is in need of a mortgage, home purchase or refinance? We will take excellent care of them. Thank You!

Phone: _____________________________________________

Very Unlikely

Name: ________________________________ Email: _____________________________________________ Unlikely

your Loan officer: [LO Name] [LO NMLS] [LO Phone] [LO Email]

[REALTOR NAME] [REALTOR COMPANY]

explained the mortgage process and my options in a way I could easily [REALTOR PHONE] understand.

went as expected and there were no surprises.

team member:

Agree

Disagree

N/A

Neutral

Strongly Disagree

Agree

was quick to complete from first call to closing.

Phone: ________________________________

Regarding:  Refinance  Purchase  Not Sure

Email: _________________________________

Ref#1234567

Relation: ______________________________

“WhEN IS MY FIRST PAYMENT dUE?” Your first mortgage payment of $[VAR] is due on [VAR ].

Welcome!

“WhAT IS MY PAYMENT?” Your monthly mortgage payment is $[VAR].

nt ce VE me ren SAdocu refe is re Th utu rf fo

IMPORTANT FREQUENTLY ASKED QUESTIONS...

CUSTOME R SE RVICE LE ADE R

Be a customer service leader. We make it easy.

[LO SIGNATURE] my Loan officer:

responded to my inquiries, emails, YOUR REALTOR and calls in a timely fashion.

Somewhat Likely

Customer Marketing Prospect Marketing Realtor & Partner Marketing Referral Marketing Over 300 Marketing Pieces

[Co-Borrower Name] Co-Borrower: ___________________________ Home Phone (if different): ____________________ Work Phone: (ifdifferent): _____________________ Cell Phone: (if different): ______________________ Email: (if different): __________________________

Thank you for your business – and your referral!

was simple and easy.

Very Likely

• • • • •

the Loan Process:

Borrower: [Borrower ______________________________ Name] Home Phone: ___________________________ Work Phone: ____________________________ Cell Phone: _____________________________ Email: _________________________________

Certain

AD HOC MARKETING

Thank you for choosing Residential Finance Corporation for your recent home mortgage. We are committed to monitoring the quality of our customer service and we would appreciate your feedback about your experience. The survey consists of five questions and should take less than five minutes to complete. Your responses will be used to continue to improve our customer service. If you have any questions, please contact CustomerCare@myrfc.com. Thank You!

Strongly Agree

Customer satisfaCtion survey

Strongly Agree

• • • • • •

“Where do I send my first mortgage payment?”

You received a temporary Mortgage Coupon in your loan closing package. Residential Finance Corporation, ATTN: Payment Processing 401 N Front Street, Suite 300 Columbus, Oh 43215

“Will RFC continue to be my lender after I make the first mortgage payment?”

We originate, underwrite, and fund our own loans, however we are not a loan servicer. We work with the nation’s leading loan servicers. You should expect to receive a notification from the servicer within 30 to 45 days of your loan closing. once they are in contact with you, you may be able to set up automatic bill pay or discuss other types of loan payment arrangements.

“Will my loan terms change if the loan transfers to a new servicer?”

no a transfer of loan servicing will not affect the terms of the note you signed at closing.

PS: Soon, you will receive a Customer Satisfaction Survey in the mail and, possibly, via email. When you receive it, please take a moment to respond – we truly value your feedback!

“What happens to the escrow account? And, who pays my taxes and insurance?”

Sincerely,

If your new mortgage includes homeowners insurance and property taxes, your escrow will be transferred to your new loan servicer and they will handle future payment of your taxes and insurance.

“My prior mortgage included an escrow account, when should I expect to receive the refund of the balance?”

For information about your prior escrow account, contact your previous lender for details.

“how can I obtain a copy of my appraisal?”

Mail a request including your name, property address, and loan number, to: Residential Finance Corporation, ATTN: Customer Service 401 N Front Street, Suite 300 Columbus, Ohio 43215

Date 10, 2012 [First Name] [Last Name] & [Co-Borrower First Name] [Co-Borrower Last Name],

Welcome to the Residential Finance Corporation family! Congratulations on your new home loan!

• Customer Survey sent to every borrower. • Thank you card with pre-paid referral tear-off. • Testimonials are requested and verified for your future use.

hELPFUL TIP!

Call and your more. insurance agent You may have some questions about what happens next, whom to contact, You’re not and provide them your updated alone! mortgage information.

IMPORTANT: Please see the attached Frequently Asked Questions letter, answering many important questions about YOUR loan such as: • • •

Where do I make my first payment? How can I obtain a copy of my appraisal? And, more.

hELPFUL TIP! Provide a copy of your the HUD-1 or Settlement Statement from your loan closing package to your accountant when you file personal

taxhave returns. We’re honored you chose to work with us on your new home loan. If you any questions feel free to contact me directly by phone or email.

hELPFUL TIP! If your prior mortgage had an automated payment arrangement; contact your previous lender to cancel future payment transactions.

Joanna MacKenzie Customer Service Manager ReSIDentIAl FInAnCe CoRPoRAtIon 401 n Front Street, Suite 300 Columbus, ohio 43215 614-827-1347 Direct 877-251-2874 Direct toll Free CustomerService@myrfc.com

RFC: 401 N Front St Columbus, OH 43215. Borrower is subject to underwriting guidelines. Corp NMLS, #1652; http://www.nmlsconsumeraccess.org; VA, Lender ID#2595540000; AL, Mortgage Broker MB 21025; AR, Mortgage Banker #101062; AZ, Mortgage Banker BK-0905843; CA, Finance Lenders Law License No. 6039726; CO, Mortgage Broker License No. 100029775 Check license status of your loan originator at www.dora.state.co.us/real-estate/index.htm; CT, Correspondent Mortgage Lender No. 12900; DE, Chp 22 Licensed Lender No. 011831; DC, District of Columbia Mortgage Dual Authority License #NMLS1652; FL, Mortgage Lender MLD167; GA, Mortgage Lender Licensee No. 19399; HI, Mortgage Loan Originator CO. License HI-1652; IL, Residential Mortgage Licensee No. MB 0005562; IN, DFI First Lien Lending License #16242; LA, Residential Mortgage Lending License #1652; MD, Mortgage Lender No. 11143; MA, Mortgage Lender ML1652; MI, 1st & 2nd Mortgage Broker & Lender FL4201 & SR 0010569; MN, Residential Mortgage Originator No. MN-MO-02049502; MS, Mortgage Lender #4434/2009 Licensed by the MS Dept of Banking & Consumer Finance; NJ, Licensed by the N.J. Dept. of Banking & Insurance, NJ Correspondent Mortgage Banker & Secondary Mortgage Loan Licensee No 9945825; NM, Mortgage Loan Company No. 03691; NY, Licensed Mortgage Banker-NYS Banking Dept. B500784; NC, Mortgage Lender License No. L-139845; OH, Mortgage Broker Act Cert of Reg MB.802662.000; OR, Mortgage Lending License ML-5063; PA, Licensed by the PA Dept. of Banking PA Mortgage Lender License No. 22135; SC, Mortgage Loan Broker MB-0508408; TN, Mortgage License No. 4093; TX, SML Mortgage Banker Registration No. 45235, Two Galleria Tower at 13455 Noel Rd, Ste. 1000, Dallas TX 75240; VA, Licensed by the VA State Corporation Commission MC 3003; WA, Consumer Loan Company CL-1652 WA Master Business License #602403652; WI, Mortgage Banker No. 21906BA

Page 10

Residential Finance Corporation - NMLS 1652

TRAINING

Experience Training at lend-u. RFC’s award-winning training program accommodates all levels of experience; whether you’re just starting out or are a seasoned pro. We have a progressive training series facilitated through live classroom education driven by the best technology and online learning platforms available.

ONBOARDING TR AINING LIVE 2-DAY ORIENTATION: held at the

TECH

corporate offices in Columbus, this intensive two-day training will allow you to meet your support staff and expedite your acclimation to your new home.

FEATURES

ONLINE UNIVE RSIT Y TRAINING ON YOUR TIME: Originator and staff training at LendU is available through our online learning management portal. Now your entire staff can stay upto-date on systems, regulations, company policy, latest sales techniques, and more with less management time on your end.

SALES COACHING EXCLUSIVE COACHING & TRAINING: Monthly sales calls with industry leader, Barry Habib to help you increase your market knowledge.

“I was WOW’d when I went through training. It was very relevant and made my transition a smooth one." John , Senior Loan Officer

“Every tool I need to be successful in my career is provided. The innovative training techniques support my career goals and help me be a success." Craig , Senior Loan Officer “The training is well ahead of the rest. I have worked at other mortgage lenders and the training is next to nothing.” Steve , Senior Loan Officer

“Even with several years of mortgage industry experience, I was attracted to RFC because of its excellent training program. Because of its training program, Loan Officers are able to offer the very best of service and integrity to their customers.” Kaye, Senior Loan Officer

Excellence in Practice, American Society for Training & Development, 2009

Page 11

Residential Finance Corporation - NMLS 1652

LENDING OPS

fast. accurate. consistent. We help you close loans with speed, accuracy and consistency. We focus on the efficiency of our lending operations team to ensure you can satisfy your customers. We understand that if you can’t close loans, nothing else matters. Our operations team runs like a well-oiled machine.

LOAN

PRODUCTS

Fast Loan Closings SPE E D, ACCUR AC Y & CONSISTE NC Y! It is not just a motto, it’s our way of life. The efficiency and speed of our underwriting department is our main focus. We do more than close loans. We create “WOW” experiences that allow you to impress your

FHA (FULL EAGLE) VA (AUTOMATIC AUTHORITY) USDA REVERSE STATE BOND PROGRAMS 203K JUMBO COMMERCIAL HIGH BALANCE

borrowers & referral partners with 24 hour underwriting, same-day closings, EZ-LockTM Loan Lock and more.

Scenario Desk NO NE E D TO USE BROKE R GR APEVINE FOR YOUR LOAN SCE NARIOS. Our Scenario Desk is operated by qualified underwriters to help provide the guidance you need to place your loan correctly and ensure the quality and speed your customers expect.

Help Desk OUR OPE R ATIONS CUSTOME R SE RVICE HE LP DESK IS OPE N TO YOUR QUESTIONS. Ask away! The help desk responds with the speed, accuracy, and consistency you’d expect from the nation’s most pro-sales lending operations staff.

DOUGLAS R. HARRIS, CHIEF OPERATING OFFICER As COO, Doug Harris directs all lending operations functions, including: Processing, Underwriting, Closing, Funding, Warehousing, Shipping, Insuring and Secondary Marketing. Previously, Doug spent nearly a decade at the nation’s sixth largest bank, US Bank, where he was responsible for leadership and P&L for two of the bank’s divisions – Secondary Marketing and Correspondent Lending – and was key in helping the bank grow its assets from $14B to $170B.

Page 12

Residential Finance Corporation - NMLS 1652

TECHNOLOGY

WE DON’T SETTLE FOR SECOND BEST. We partner with the absolute best in the business to provide you technology that supports your success. We provide our employees accessible, web-based technologies and a live support help desk with experts who have extended support hours.

TECH

FEATURES REAL-TIME REPORTING WEB-BASED LOAN ORIGINATION SYSTEM AUTOMATED PRICING ENGINE LEAD MANAGEMENT SYSTEM INDIVIDUAL WEBSITES FOR BRANCHES WITH INTEGRATED SHORT FORM APPLICATIONS IN ENGLISH AND SPANISH 24 HOUR INTRANET WITH DASHBOARD REPORTING

E N COM PA SS BAN K E R S E D ITI O N: We’ve taken Encompass, the award-winning loan origination software, to the next level with customized tools to help loan originators close with more transparency, efficiency, and ease. N Y L X PR I C I N G E N G I N E : We use the industry’s leading product pricing and eligibility engine for lightning-fast product placement and pricing quotes. This system is fully integrated with Encompass allowing you to get multiple investor quotes with the click of a button! LE ADS360*: Our proprietary customizations of the Leads360 lead management system are so sophisticated, the company asks us to speak with their new clients! M I CROSO F T E XCHAN G E: With Microsoft Exchange remote web access capability you can access your email anywhere, anytime. Smart phone user? No problem! We keep you fully connected and equipped for business on the go!

LIVE SUPPORT SMART PHONE INTEGRATION

ALAN RABIDEAU, CHIEF INFORMATION OFFICER Alan directs all technology, telecommunications, wide and local area networking, desktop and applications support, IT security and disaster recovery, and records management. Alan’s 10year career at RFC has led to continuous innovation and improvement, leveraging technology to improve productivity, efficiency and user experience.

* This service is optional for retail branches.

Page 13

Residential Finance Corporation - NMLS 1652

LICENSING

WE MANAGE THE MINUTIA. Where some see a challenge, we see an opportunity. Our licensing strategy is so sophisticated, we’ve been asked to speak at leading mortgage industry events. Let us show you why it pays to leave the details to our licensing team.

VT NH

WI MI

RFC

WV VA

AR MS

DE MD

LA FL currently licensed

• Licensed, trained paralegals • 50 years combined legal experience • Testing material access

• Fast licensing turnarounds • Friendly, knowledgeable service • Aggressive expansion plan

JUDE TRIBBLE, VICE PRESIDENT, CORPORATE COUNSEL Jude has serves as our Corporate Counsel and is in charge of directing the legal, licensing, qualitycontrol and compliance departments. In her tenure with RFC, she has helped create a premier licensing and compliance operation, which has grown in significance and scope in recent years. She is an industry veteran and a frequent lecturer on topics relating to regulatory and compliance initiatives.

Page 14

Residential Finance Corporation - NMLS 1652

BENEFITS

Benefits to meet your needs. RFC provides a wide variety of benefits for our full-time employees and their families. Our benefits are a-lacarte so our employees can select coverage based on their needs and customize benefits that work for them.

MEDICAL

DENTAL

VISION

LIFE

Participation in optional benefits is offered to all full-time employees effective the first day of the month, following 30 days of continuous employment. Our 401K (k) program is also available to our employees effective the first quarter following 90-days of employment.

Page 15

Residential Finance Corporation - NMLS 1652

BENEFITS

Additional benefits. SUPPLEMENTAL LIFE INSURANCE Create a personal safety net by electing a supplemental life insurance policy through our trusted insurer, Metife. Choose a coverage amount for you, or you and your dependents through convenient payroll deductions offered at affordable group rates.

FLEXIBLE SPENDING ACCOUNTS A Flexible Spending Account (FSA) allows you to pay for essential heath care expenses that are not covered, or are partially covered, by your medical, dental or vision plans. By contributing a portion of your payroll dollars into an

DISABILITY INSURANCE THROUGH UNUM Unum provides employee disability benefits that offer choice, flexibility and responsive service without breaking the bank. A Unum disability plan provides

FSA on a pre-tax basis, you can save on the cost of eligible healthcare items and services, or use your contributions to pay for deductibles or co-insurance throughout the year using your quick, convenient FSA debit card.

financial protection for you by paying a portion of

401 (K) PROGRAM

your income while disabled, with benefits beginning

To help you achieve your personal retirement goals, RFC

at 14, 30 or 90 day periods, depending on the need of

offers a 401(k) program to full-time employees. You are

the employee.

eligible after 90 days of continuous service. Employees who choose to participate in the program will benefit from an employer contribution match after one year of service.

RENÉ LEWIS, VP OF HUMAN RESOURCES René directs all aspects of our HR and talent management programs including organizational development, benefits and wellness, compensation, and employee relations. René is a certified Senior Professional in Human Resources and a Certified Professional Behavioral Analyst. Prior to joining us, she held HR leadership positions in organizations such as The County of Orange, California and Gap Inc.

Page 16

Residential Finance Corporation - NMLS 1652

RESIDENTIAL FINANCE CORPORATION CORPORATE HQ: 1 EASTON OVAL, SUITE 400 COLUMBUS, OH 43219  EQUAL OPPORTUNITY EMPLOYER Residential Finance Corp (RFC) 1 Easton Oval, Ste 400 Columbus, OH 43219. Not affiliated with Residential Funding Corp. Conducts business as RFC Mortgage i/l/t/n Residential Finance Corporation in NY. Not an offer of credit or commitment to make a loan; not available in all areas; subject to underwriting guidelines. NMLS #1652; VA Lender ID #2595540000; AK #AK1652; AL #21483; AR #101062; AZ #BK-0905843; CA Finance Lenders Law License #6039726; CO Mortgage Broker License #100029775 Check license status at www.dora.state.co.us/real-estate/index.htm; CT #12900; DE Chp 22 Licensed Lender #011831; DC #NMLS1652; FL #MLD167; GA #19399; HI #HI-1652; IL #MB 0005562; IN DFI #16242; KY #MC82945; LA #1652; MD #11143; MA Mortgage Lender #ML1652; MI 1st & 2nd FL4201 & SR 0010569; MN #MN-MO-02049502; MS #4434/2009 Licensed by the MS Dept of Banking & Consumer Finance; NJ Licensed by NJ Dept of Banking & Insurance NJ Correspondent Mortgage Banker & Secondary Mortgage Loan Licensee #9945825; NM #03691; NY Licensed Mortgage Banker-NYS Banking Dept #B500784; NC #L-139845; OH #MB802662.000; OR #ML-5063; PA Licensed by the PA Dept of Banking PA Mortgage Lender License #22135; SC #MB-0508408; TN #4093; TX SML #45235 (2 Galleria Tower 13455 Noel Rd Ste 1000 Dallas TX 75240); VA Licensed by VA State Corp Commission MC 3003; UT DRE Mtg Entity #8404312, WA Consumer Loan Company CL-1652 WA Master Business License #602403652; WI #21906BA. myrfc.com/legal