Find your future here!
Exceptional opportunities for mortgage loan professionals
If you have a way with people and numbers, then originating mortgage loans at Residential Finance could be a richly rewarding career for you. To help you succeed, we make sure our loan officers have top-notch training, tools and team support. Plus, our positive, encouraging atmosphere offers plenty of opportunities for you to enjoy yourself –─on and off the job. After all, when you’re happy and successful, so are we.
Contact me today Tel. 513.587.5468 Trey Budke Tel. 513.587.5468 Trey Budke Tol. 800.930.7334 Ext. 1577 Ext. 1577 Sales Manager Sales Manager Tol. 800.930.7334 NMLS#: 21403
NMLS#: 21403
Fax. 877.226.8861 Fax. 877.226.8861
Trey.Budke@myrfc.com
Trey.Budke@myrfc.com residentialfinance.com residentialfinance.com 1 Easton Oval Suite 400 1 Columbus, Easton OvalOH 43219 Suite 400 Columbus, OH 43219 Equal Opportunity Employer
Table of Contents Welcome to Residential Finance: Providing a culture of excellence .......................
Page 1
Our industry position: Lending experts since 1997......................................
Page 1
Our business philosophy trilogy: Integrity. Relationship. Value. ..................... Page 2 Our way of working: As an extended family ................................................. Page 3 Our leadership strength: A visionary executive team ..................................
Page 4
Getting you started: Intensive Lend-U training program ............................... Page 5 Guiding your success: Superior market strategy ...........................................
Page 6
Driving your success: Talented in-house marketing team ............................... Page 7 Providing ample information: Our vast marketing library ............................... Page 8 Building your repeat business: Automated loyalty program ..........................
Page 9
Bringing home the loan: Superior back-office support .................................
Page 10
Advancing reach and opportunity: Sophisticated licensing strategy ...............
Page 11
Maximizing connectivity: Cutting-edge technology services .......................
Page 12
Keeping you protected: Benefits for you and your family .............................
Page 13
WELCOME TO
Residential Finance Learn from our lending experts Come join the power-packed team of mortgage professionals at Residential Finance! We put so much emphasis on expertise, efficiencies and a positive culture, it’s no wonder we continue to attract and retain top-producing talent within our market.
Our industry position
Service: If you can’t get your loans closed with speed,
Lending experts since 1997
accuracy and simplicity, little else matters. Aided by our remarkably strong back-office support, you’ll have what it takes to make your customers happy.
Lending: Our wide array of lending options makes it possible for you to better meet the borrowing needs of your clients. With FHA “Full Eagle” certification and VA automatic authority, our home loan products range from FHA, VA and USDA to fixed-rate, adjusted-rate, 203(k), Streamlined K and jumbo loans.
Training: We expect our loan officers to be among the best
in the business. That’s why you’re given 50 hours of in-depth training by successful mortgage professionals who know what it takes to succeed.
Licensing: You’ll have a dedicated licensing and compliance
team to support you in maintaining your current licensing, as well as increasing your licensing footprint.
Residential Finance is a nationwide mortgage banker specializing in helping borrowers find the ideal loan to fit their homeownership goals—whether buying, refinancing or investing. Respected throughout the financial community for our expertise and wide lending-product mix, we’re most proud of the quality service we deliver to our clients. We attribute this to the dedication and expertise that committed mortgage professionals, like you, put to work for us day after day. Founded in 1997 and based in Columbus, Ohio, Residential Finance operates in 37 states with regional branches all across the country.
PAGE 1
OUR BUSINESS
Philosophy trilogy Integrity. Relationship. Value. At Residential Finance, we are committed to upholding three core values: integrity, relationship and value. Together, these values allow us to build trust with consumers, business partners and community members, while also creating strong interpersonal relationships with customers and co-workers alike.
Integrity: You demonstrate to others that you’re true to
your word. You are trustworthy. You have a powerful sense of honor. For you, it involves saying what you mean and meaning what you say, and always delivering on a promise.
Relationship: You work hard to help others gain. You
develop bonds that go beyond the closing table. By making an effort to truly listen to the needs of your clients and colleagues, you do more than a good job or a good turn. You forge meaningful realtionships, ultimately enriching lives – including your own.
Relationship
Integrity
Value
Value: You deliver value, but you can’t put a price on it.
Beyond securing a great interest rate on a mortgage, you strive to close your loan with precision and care. You do this because you recognize the incredible responsibility of dealing with people’s lives. With us, value is about increasing the quality of life for everyone we encounter.
Repeated recognition for our pursuit of excellence Who doesn’t like to be part of a winning team? Residential Finance continues to receive accolades from local and national business organizations in recognition of our high-quality customer service and progressive workplace environment. While these honors help reaffirm our commitment to excellence, our greatest reward is matching the right home loan with the needs of each customer—time and time again.
PAGE 2
OUR WAY OF WORKING
As an extended family We work smart and hard
Join our team, and you’re guaranteed to be challenged. We expect you to work smart and hard to “wow” your customers, both internal and external. We encourage you to bring your best energies and outlook to the office, because we expect excellence to be your focus. But you’d expect no less of yourself, right?
We treat you like family
It doesn’t take long to understand how our family-like atmosphere is an integral part of the company’s phenomenal growth. Our upbeat environment offers ongoing support, ample reward, and plenty of good times. But at the end of the day, we also respect that you want to enjoy your family, friends and personal pursuits. That’s why we maintain a stance of employee-friendly work/life balance.
We invest in our people
We're proud of the talent we attract and retain. In fact, by investing in the development of our people, Residential Finance staff size increased by 60% from January– November 2012. And because we think it’s important to continually advance and grow, we’re busy developing even more professional development programs and succession planning strategies.
We play sports and volunteer together
Get in on the fun! We have co-ed volleyball, dodgeball, kickball and bowling teams, as well as a men's basketball team. We have a team of cyclists who train and ride together for Pelotonia, while others support the cause by volunteering and donating. We also sponsor other charitable activities throughout the year, such as Toys for Tots, Special Olympics, Race for the Cure, and recognition of veterans.
Sure, we work hard together. But we also laugh, share and play together. It’s a lot to look forward to each day!
PAGE 3
OUR LEADERSHIP STRENGTH
A visionary executive team Michael Isaacs, Chief Executive Officer
Michael Isaacs is President and Chief Executive Officer of Residential Finance. Founded in 1997, the company has grown to be the 55th largest mortgage company in the nation. Under his direction, Residential Finance was named an Inc. 500|5000 winner by Inc. magazine four times running, earned the Business First Best Places to Work award in Columbus, Ohio, and Tampa, Florida, and was awarded the Sales Department of the Year by the American Business Association. Mike’s career spans more than 20 years, with roots established as founder and CEO of a leading home remodeling company.
David Stein, President of Retail Branching and General Counsel
Barry Habib Chief Market Strategist
Nick Hahn, Chief Financial Officer and Chief Operating Officer
Mark Fowler, Chief Revenue Officer and VP of Production
Peter Gilbert, Chief Operations Officer
Alan Rabideau, Chief Information Officer
Jessica Manna, V.P. and Chief Marketing Officer
Chris Derrow, Division President
Jude Tribble, V.P. and Corporate Counsel
René Lewis, V.P. of Human Resources
Co-founder David Stein serves as both President of the Retail Branch Division, leading success objectives for the retail branch support system, and as General Counsel, directing legal and compliance efforts. Under David’s guidance, the company became a leading residential lender in the U.S., earning the highest level of approval from the Department of Housing and Urban Development (HUD), Fannie Mae and Ginnie Mae. He is a nationally recognized speaker on regulatory compliance and banking law, and was named Top Corporate Counsel of the Year in 2012 by Columbus Business First.
Nick Hahn is responsible for all financial aspects and dayto-day operating decisions of the company. With more than 30 years of industry experience, he directs budgeting, forecasting and financial planning. He also oversees loan origination operations, loan servicing operations, secondary marketing and the finance division. Previously, Nick served as interim CFO of Capitol Bancorp, Ltd., CFO of DeepGreen Financial, Inc. and CFO of Senior Lending Network. He also served in financial executive roles at Countrywide Financial Corporation, Associated Banc-Corp and CoBank. Peter Gilbert directs the company’s lending operations, including processing, underwriting, closing, secondary and servicing. He has over 25 years of experience in the mortgage industry. Prior to joining Residential Finance, he was responsible for credit and secondary marketing functions for all business channels at New Penn, and served as Divisional Senior Vice President of Operations Bank of America and Countrywide Home Loans, a division that produced more than $2 billion per month.
Jessica directs all brand- and lead-generation marketing efforts including advertising, public relations, direct mail, search engine marketing, email, social media and digital. Previously a member of LendingTree’s Advisory Council, Leads Council, and the Financial Services Council of the Direct Marketing Association, Manna is often invited to speak at marketing and financial services conferences.
Jude Tribble is in charge of directing the company’s legal, licensing, quality control and compliance departments. With a focus on mortgage lending compliance and federal regulations, she has been instrumental in establishing a premier licensing and compliance operation. Previously, Jude served in leadership roles at Insight Bank and Union Savings Bank.
PAGE 4
Co-Owner Barry Habib serves as Chief Market Strategist. As a renowned mortgage-market expert, he provides the company’s sales force with exclusive market insights and direction. He is also the founder and CEO of MBS Highway, a company and platform that helps interpret and forecast activity in the mortgage rate and bond markets. For more than 20 years, Barry has shared his expertise on FOX and CNBC, including his Monthly Mortgage Report shown on “Squawk Box.” He is a sought-after speaker on financial markets, housing, negotiation, technical trading analysis, sales training and motivation.
Mark Fowler leads the company’s sales efforts, including three operations centers and more than 40 retail branches nationwide. With nearly 30 years of industry experience, Mark drives long-term corporate strategy to ensure the entire organization has the direction, information, resources and support to successfully execute in the field. Prior to joining Residential Finance, Mark was Senior Vice President of Sales and Operations for LendingTree.
Alan Rabideau is in charge of all technology, telecommunications, wide and local area networking, desktop and applications support, IT security, disaster recovery and records management for Residential Finance. Since joining the company in 2004, Alan has directed the implementation of continuous innovations to enhance efficiencies that support the company’s stability and growth.
Chris Derrow is responsible for establishing new ventures with real estate brokers and builders to deliver consistent and reliable homeownership-related services to customers across the country. Prior to joining Residential Finance, Derrow was the President of Trident Holdings, the managing partner of HER Realtors®. He also served nearly 20 years in numerous leadership roles for Well Fargo, including Regional Vice President.
René Lewis directs all aspects of the Residential Finance human resources and talent management programs. As a Certified Professional in Human Resources and Certified Professional Behavior Analyst, she oversees organizational development, benefits and wellness, compensation and employee relations. René’s previous HR leadership roles span from retail to government to international business.
GETTING YOU STARTED
Our intensive Lend-U training program Our award-winning training program, Lend-U, accommodates all levels of experience. Whether you’re a new recruit or a seasoned lending professional, you’re sure to walk away from the comprehensive 50 hours of training knowing far more than you did before you began. This progressive Residential Finance training series features live classroom instruction, accessed via state-of-the-art online learning platforms.
Onboarding training
Live 2-day orientation: Held at our corporate offices in
Columbus, Ohio, this intensive two-day training allows you to meet your support staff and expedite your acclimation to your new home.
Online university
Training on your time: Originator and staff training at Lend-U are available through our online learning management portal. Now you and your staff can stay current on systems, regulations, company policy, latest sales techniques, and more, with less management time spent on your end.
Sales coaching
Exclusive coaching and training: Monthly sales calls with
Chief Market Strategist Barry Habib to help you increase your market knowledge.
Lend-U training program
backs all experience levels “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 “Even with several years of mortgage industry experience, I was attracted to Residential Finance 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 “ 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
PAGE 5
GUIDING YOUR SUCCESS
Superior market strategy With Barry Habib at the helm of our market strategy, you gain a distinct advantage when you become a Residential Finance loan officer.
One of the mortgage industry’s most knowledgeable professionals.
Barry has more than 20 years’ experience in the financial industry, becoming the top mortgage loan originator in the country in 1991. He also has a long tenure as a market commentator on FOX and CNBC Networks, and can be seen presenting his Monthly Mortgage Report on “Squawk Box,” the early-morning CNBC business news program.
Barry offers an in-depth understanding of the market.
By paying attention, you can gain significant perspective on when to lock or float loans, and develop acute insights to pass on to prospects, customers and business partners. Barry generates forecasts on mortgage rates and bond markets, explains the relationship between stocks and bonds, and offers precise technical analysis using candlestick charts.
One-on-one training and coaching.
Barry helps our loan officers and branch managers develop the skills needed to successfully create and maintain relationships with REALTORS® and builders. He uses his long experience to provide meaty, realistic recommendations. And his patient, engaging style of explaining things makes even complex topics easy to understand.
PAGE 6
You get exclusive access to: • • • • •
Daily Market Watch videos Real-time MBS quotes Alerts to lock or float REALTOR events And more!
DRIVING YOUR SUCCESS
Talented in-house marketing team It’s true! You have a full-service marketing agency devoted to your success. You need a piece of marketing collateral; they create it, produce it, and get it in your hands. With more than 40 years of combined marketing experience and mortgage-industry marketing expertise, the in-house Residential Finance marketing team creates marketing products that help push business to you. A staff of professional analysts, writers, designers, public relations and digital experts, the Marketing Department knows how to speak to your targeted audiences. They create collateral pieces and presentations directed specifically to: • •
Prospective homebuyers Existing homeowners
• •
Builders and contractors Divorce attorneys
• •
Potential recruits Real estate professionals
Ask about custom design pieces. No-cost, quick-turn, just-for-you branded products!
Jessica Manna
Corey Trujillo
Lili Macklin
Annie Keener
Carolyn Kearns
Ashlee Rowland
Troy West
Sarah Powell
Sean Burke
Katherine Devillebichot
VP & Chief Marketing Officer
Senior Digital Producer & Project Manager
Digital Marketing Coordinator
VP of Creative Services
Marketing Creative Coordinator
Director of Communications
Senior Marketing Analyst
Leads Manager
Marketing Coordinator
Marketing Program Specialist-Direct Mail
PAGE 7
PROVIDING AMPLE INFORMATION
Our vast marketing library As a Residential Finance loan officer, you gain access to a catalog of beautifully designed, legally approved collateral. Every item can be personalized with your name and photo. Our online Marketing Store is populated with more than 100 specialty items. You can choose from flyers, brochures, booklets, special guides, signage, PowerPoint presentations, and other promotional and clientbuilding collateral. Just some of what is available includes:
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(123) 123.1234 office Jane.Branch@myrfc.com
It was great doing business with you. I just wanted to touch base and remind you that we are here to help you with all your financial questions and needs. Keep in mind that your family and friends may also benefit from today’s low rates. If you know someone looking to refinance or purchase a home, please feel free to have them contact me or your Realtor (listed below). We would be happy to help.
JANE BRANCH RESIDENTIAL FINANCE CORPORATION 1234 Street Name Suite 100 Anywhere, ST 12345
• Welcome let my letter When you’re ready to buy a house, • Customer survey expertise open doors for you.
RECIPIENT NAME MAILING ADDRESS 1 MAILING ADDRESS 2 CITY, STATE ZIP CODE
Sincerely, Jane Branch
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•
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•
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• Eight co-branded postcards Cel. 123.123.1235
John Realtor Realtor ® Sample Realty 123.123.1234 office John.Realtor@Realtor.com
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Fax. 123.123.2222
jane.branch@myrfc.com janebranch.myrfc.com
That’s two years of automated marketing! With so much market presence, it’s even easier to nurture your established client base. questions and needs. Keep in mindto help you with all your financial also benefit from today’s low rates. that your family and friends may If you know someone looking to refinance or purchase a home, please feel free to have them contact me or your Realtor (listed below). We would be happy to help.
Sincerely, Jane Branch
Consumer_Flyer_PurChase
RECIPIENT NAME MAILING ADDRESS 1 MAILING ADDRESS 2 CITY, STATE ZIP CODE
One Easton Oval rev: 2/11/13 © Suite 400 Columbus, Ohio 43219
Let’s work together.
Contact me for more details! Jane Branch Senior Loan Officer NMLS #: 123456 Tel. 123.123.1234 Ext. 1234 Tol. 888.123.1234 Ext. 1234
reSIdentIal FInanCe CorPoratIon (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; John Realtor Ma Mortgage lender #Ml1652; MI 1St & 2nd Fl4201 & Sr 0010569; Mn #Mn-Mo-02049502; MS #4434/2009 Realtor ® lICenSed By tHe MS dePt oF BanKIng & ConSUMer FInanCe; nJ lICenSed By nJ dePt oF BanKIng & InSUranCe nJ CorreSPondent Mortgage BanKer Sample Realty & 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 office #MB-0508408; tn #4093; tX SMl #45235 (2 gallerIa toWer 13455 noel rd Ste 1000 dallaS tX123.123.1234 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 John.Realtor@Realtor.com #602403652; WI #21906Ba.
Cel. 123.123.1235
Fax. 123.123.2222
jane.branch@myrfc.com Partner_Flyer_realtor advantage
That’s two years of automated marketing! With so much market presence, it’s even easier to nurture your established client base.
rev: 2/2/13 ©
janebranch.myrfc.com One Easton Oval Suite 400 Columbus, Ohio 43219
reSIdentIal FInanCe CorPoratIon (rFC) 1 eaSton oval, Ste 400 ColUMBUS, oH 43219. not aFFIlIated CoMMItMent to MaKe a loan; WItH reSIdentIal FUndIng CorP. not avaIlaBle In all areaS; SUBJeCt CondUCtS BUSIneSS aS rFC Mortgage to UnderWrItIng gUIdelIneS. lICenSe #100029775 CHeCK lICenSe nMlS #1652; va lender Id #2595540000; I/l/t/n reSIdentIal FInanCe CorPoratIon StatUS at WWW.dora.State.Co.US/real-eState/IndeX.H aK #aK1652; al #21483; ar #101062; In ny. not an oFFer oF CredIt Ma Mortgage lender #Ml1652; tM; Ct #12900; de CHP 22 lICenSed aZ #BK-0905843; Ca FInanCe lenderS or MI 1St & 2nd Fl4201 & Sr 0010569; lender #011831; dC #nMlS1652; laW lICenSe #6039726; Co Mortgage Mn #Mn-Mo-02049502; MS #4434/2009 & SeCondary Mortgage loan Fl #Mld167; ga #19399; HI #HI-1652; BroKer lICenSed By tHe MS dePt oF BanKIng lICenSee #9945825; nM #03691; Il #MB 0005562; In dFI #16242; Ky ny lICenSed Mortgage BanKer-nyS & ConSUMer FInanCe; nJ lICenSed #MC82945; la #1652; Md #11143; #MB-0508408; tn #4093; tX SMl By nJ dePt oF BanKIng & InSUranCe BanKIng dePt #B500784; nC #l-139845; #45235 (2 gallerIa toWer 13455 nJ CorreSPondent Mortgage oH #MB802662.000; or #Ml-5063; noel rd Ste 1000 dallaS tX 75240); #602403652; WI #21906Ba. BanKer Pa lICenSed By tHe Pa dePt oF va lICenSed By va State CorP BanKIng Pa Mortgage lender CoMMISSIon MC 3003; Ut dre lICenSe #22135; SC Mtg entIty #8404312, Wa ConSUMer loan CoMPany Cl-1652 Wa MaSter BUSIneSS lICenSe
Partner_Flyer_realtor advantage
rev: 2/2/13 ©
Jane Branch Branch Manager NMLS#12345 (123) 123.1234 office Jane.Branch@myrfc.com
Dear Jane and Luke, It was great doing business with you. I just wanted to touch base and remind you that we are here to help you with all your financial questions and needs. Keep in mind that your family and friends may also benefit from today’s low rates. If you know someone looking to refinance or purchase a home, please feel free to have them contact me or your Realtor (listed below). We would be happy to help.
RECIPIENT NAME MAILING ADDRESS 1 MAILING ADDRESS 2 CITY, STATE ZIP CODE
Sincerely, Jane Branch
John Realtor Realtor ® Sample Realty 123.123.1234 office John.Realtor@Realtor.com
Mortgage products addressing specific loans •
First-time homebuyer
•
Purchase
•
Refinance
•
Veteran-specific
•
FHA-specific
•
Jumbo
The abundant assortment of products includes pieces that are ideal to be tailored and co-branded with REALTORS® and other business partners.
The Marketing Store is available to you online, all the time. PAGE 8
JANE BRANCH RESIDENTIAL FINANCE CORPORATION 1234 Street Name Suite 100 Anywhere, ST 12345
BUILDING YOUR REPEAT BUSINESS
Automated loyalty program The value of repeat business and customers is huge. For this reason, we help you gather referrals from borrowers you’ve worked with —to keep you in mind. Our automated loyalty program can help you develop a loyal network of people who will turn to you again for their mortgage lending needs. And, with just a nudge, may pass along your name to friends and family.
I AM ALWAYS HERE FOR YOU Even though your loan has closed and funded, please don’t feel like you can’t reach out to me. I’m just a call away to answer your questions or address your concerns.
[LO NAME} [LO NMLS] [LO TITLE] [LO PHONE] [BORROWER NAME],
CUSTOMER SATISFACTION SURVEY Thank you for choosing Residential Finance for your recent home mortgage. We are committed to monitoring the quality of our customer service and would appreciate your feedback about your experience. Your responses will be used to continue to improve our customer service. If you have any questions, please contact customerservice@myrfc.com. Thank You!
Great business is built on great referrals – from great clients.
The advantages are obvious: You’ve already closed the deal, established a relationship, and proven that you have great lending expertise. Why not leverage your efforts to grow your business?
We promote you for two years
[Borrower Cell Phone] Cell phone: _____________________________ Email: _________________________________ [Co-Borrower Name] Co-Borrower: ___________________________ Home Phone (if different): ____________________ [Co-Borrower Home Phone] Work Phone: (if different): _____________________ [Co-Borrower Work Phone] Cell Phone: (if different): ______________________ [Co-Borrower Cell Phone] Email: (if different): __________________________ Property Address: [property address] [property city, st, zip] [loan number]
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How satisfied are you overall with your Loan Officer? I’m grateful for your referral!
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Neutral Extremely likely [REALTOR NAME] 5 6 7 8 9 10 [REALTOR COMPANY] [REALTOR PHONE]
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Corp NMLS, #1652
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2 3Officer 4 Name], 5 6 I would 7 8 like9to refer 10 someone for more information on [Loan mortgage financing. Please provide my friend with the same great service you Clearly explained any costs me! or fees associated with the provided They can beloanreached at: 1
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2 3 4 5 6 7 8 9 10 Name: _____________________________________________
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Address: ___________________________________________ Was a true professional, familiar with all aspects of a loan transaction
COMMENTS? SUGGESTIONS?
customerservice@myrfc.com 877.251.2874 Phone
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What one thing could Resident Financial or your Loan Officer have done to improve the loan process?
QUESTIONS?
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CUSTOMER REFERRAL CARD
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Was responsive throughout the entire loan process Neutral
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Set clear expectations throughout the loan process
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Provided loan options with yourYOUR best interest in mind REALTOR Extremely likely
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Please rate your satisfaction with your Loan Officer on the following:
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Please rate your satisfaction with the Loan Process on the following:
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Phone: _____________________________________________ RECOMMENDING US TO OTHERS: _____________________________________________ How likelyEmail: are you to recommend Residential Finance to a friend or colleague?
Did you experience any problems during the loan process?
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7 Refinance 8 9 10 Purchase Not Sure Ref#1234567
What, if any, problems did you experience? What is the primary reason for the recommend score you just gave?
IMPORTANT FREQUENTLY ASKED QUESTIONS... “WHEN IS MY FIRST PAYMENT DUE?” Your first mortgage payment of $[VAR] is due on [VAR ]. “WHAT IS MY PAYMENT?” Your monthly mortgage payment is $[VAR]. “WHAT IS MY LOAN NUMBER?” Your loan number with Residential Finance (subject to change) is [VAR].
Q 1 Easton Oval, Suite 400 Columbus, Ohio 43219
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nt ce VEume ren SAdoc refe is re Th futu r fo
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Welcome letter Customer survey Thank you card with pre -paid referral tear-off Eight co-branded postcards
Neutral
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Loan closed with the terms and conditions you expected
We send 11 follow-up mailings to each of your customers after the loans close. Each mailing is carefully developed as part of a series to resonate with the recipients and generate positive response. What’s more, each mailing can be branded with your name, photo and contact information.
• • •
your completing the referral below. Anyone you pass along to me will receive the extra care they Please select whether you agree or disagree with the following statements. deserve.
How satisfied were you with the Residential Finance Loan Process overall?
Yes
Your customer receives the following automated marketing:
to yourYour family and friends. If you know anyone who would like home financing help, I’d appreciate About: Loan Officer
Please select whether you agree or disagree with the following statements.
Not likely at all
Borrower: [Borrower ______________________________ Name] Home Phone] Home phone: [Borrower ___________________________ Work Phone] Work phone: [Borrower ____________________________
Thank you for your business. My hope is that you’re so pleased with my work, that you’ll refer me
About: The Loan Process
“Where do I send my first mortgage payment?”
877.251.2874 You received a Temporary Mortgage Coupon in your loan closing package. 888.605.2665 Residential Finance Corporation, ATTN: Payment Processing
A
1 Easton Oval Suite 400 Columbus, OH 43219
[Date Here]
HELPFUL TIP!
Q
“Will RFC continue to be my lender after I make the first mortgage payment?”
A
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.
Call your insurance agent and provide
Dear [First Name] [Last Name] & [Co-Borrower First Name] [Co-Borrower Last Name], them your updated mortgage information.
Congratulations on securing your new home loan! We’re honored that you chose to work with us. Now that you’ve joined the Residential Finance family, you may have questions about what to expect next and how to find answers to questions, such as: HELPFUL TIP! • • •
Where do I send my first payment? How can I get a copy of my appraisal? What happens to the escrow account?
Provide a copy of your the HUD-1 or Settlement Statement from your loan closing package to your accountant when you file personal tax returns.
Q
“Will my loan terms change if the loan transfers to a new servicer?”
A
No a transfer of loan servicing will not affect the terms of the Note you signed at closing.
To make it easy on you, the answers to many loan-related questions are on the attached Frequently Asked Questions document. If you don’t find the answers you need, please feel free to contact me or Q your loan officer directly by phone or email.
A
Sincerely,
“What happens to the escrow account? And, who pays my taxes and insurance?” 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.
HELPFUL TIP!
“My prior mortgage included an escrow account, when should I expect to receive If yourtake prioramortgage had an to respond. Your Q the refund of the balance?” P.S. When you receive our Customer Satisfaction Survey, please few moments automated payment arrangement; input is very important to us! We want to learn what we’re doing right andprevious what we could contact your lender to do better. cancel future payment transactions.
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For information about your prior escrow account, contact your previous lender for details.
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“How can I obtain a copy of my appraisal?”
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Mail a request including your name, property address, and loan number, to: Residential Finance Corporation, ATTN: Customer Service 1 Easton Oval Suite 400 Columbus, OH 43219
Joanna MacKenzie Customer Service Manager 877.251.2874 Tel CustomerService@myrfc.com
RESIDENTIAL FINANCE CORP (RFC), 1 EASTON OVAL, SUITE 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; DC #NMLS1652; DE CHP 22 LICENSED LENDER #011831; FL #MLD167; GA #19399; HI #HI-1652; IL #MB 0005562; IN DFI #16242; KY #MC82945; LA #1652; MD #11143; MA MORTGAGE LENDER #ML1652; ME SUPERVISED LENDER # SLM12522; 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); UT DRE MTG ENTITY #8404312; VA LICENSED BY VA STATE CORP COMMISSION MC 3003; WA CONSUMER LOAN COMPANY CL-1652 WA MASTER BUSINESS LICENSE #602403652; WI #21906BA.
Closing the loan opens the door to repeat business. PAGE 9
BRINGING HOME THE LOAN
Superior back-office support Speed, accuracy and consistency! It's not just a motto; it’s our way of life. The efficiency and speed of our underwriting department is our main focus. Yet, we do more than close loans— we create positive experiences certain to impress your borrowers and referral partners with 24-hour underwriting, same-day closings, EZ-Lock™ Loan Lock, and more. You can trust our back-office operations team to help reinforce your reputation as a reliable home loan expert.
Scenario Desk
No need to use the “broker grapevine” for your loan scenarios. 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
Access our operations customer-service help desk any time you have questions, urgent or otherwise. Our help desk responds with the speed, accuracy, and consistency you’d expect from the nation’s most pro-sales lending operations staff.
• FHA (Federal Housing Administration) “Full Eagle” loans • VA (Veterans Administration) loans with automatic authority • USDA (United States Department of Agriculture) loans • State bond programs • FHA 203(k) and Streamlined K • Jumbo • Commercial • High Balance • Foreign national
PAGE 10
ADVANCING REACH AND OPPORTUNITY
Sophisticated licensing strategy As an honorable mortgage professional, you need to join a company that is respectful and aware of licensing requirements across the country. With stringent mortgage industry regulations in place to protect consumers, it’s vital that you’re fully trained, informed and authorized to sell loans in different states.
Get licensed in multiple states to earn more
The more areas where you can practice, the more business you can take on. To make this possible, you must pass a national and a state-specific test to satisfy the test requirements of any single state jurisdiction. If you want to practice in multiple jurisdictions, you need to pass the state-specific test component for each jurisdiction in which you want to get licensed.
Let us handle all the licensing details for you
At Residential Finance, we have premier teams of legal, licensing, quality control and compliance experts who stay on top of initial testing and annual requirements established by the Nationwide Mortgage Licensing System and Registry (NMLS). They aggressively watch for new legislation or other changes that may affect how and where you may practice. • • • • •
Fully licensed and trained attorneys and paralegals Combined 50-plus years of legal experience Fast licensing turnarounds Vigilant, continual review of industry requirements Aggressive state-to-state expansion plan
WA
OR
ME
ND
MT
MN
ID
VT NH
SD
WI MI
WY
IL
UT
CA
CO
KS
IN
MO
OH
Residential Finance
NJ
WV VA
KY
OK
NM
DC
SC
AR MS
TX
DE MD
NC
TN
AZ
AK
RI CT
PA
IA
NE
NV
MA
NY
AL
GA
LA FL currently licensed
HI
PAGE 11
MAXIMIZING CONNECTIVITY
Cutting-edge technology services To do your job exceptionally well, you need exceptional web-based services and live help-desk support. Residential Finance has invested heavily in aligning with several of the top technology companies to fortify how you can reach your goals. Through our combined efforts, Residential Finance and our tech partners provide industry-leading telecommunications services, wide- and localarea networking, desktop and applications support, IT security, records management and disaster-recovery services.
TECH
FEATURES to support your business
•
24-hour intranet with dashboard reporting
Some of our tech partners and specialty programs include: •
Automated pricing engine
loan origination software, to the next level. The version our loan officers use has customized tools to help you close deals with more transparency, efficiency and ease.
•
Individual websites for branches with integrated short-form applications in English and Spanish
NYLX pricing engine: We use the industry’s leading product pricing and
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Lead-management system
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Live support
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Real-time reporting
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Smartphone integration
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Web-based loan organization system
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Branch individual websites; integrated short-form applications in English and Spanish
Encompass Bankers Edition: We’ve taken Encompass, the award-winning
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.
Leads360: Leads are essential to your success. That’s why we have
adapted the Leads360 lead-management system with proprietary customizations. In fact, our application of Leads360 is so sophisticated, that the company has asked us to endorse them to their new clients. (This service is optional for retail branches.)
Microsoft Exchange: With Microsoft Exchange remote web access
capability, you can get your email anytime and anywhere. On the road? On the Smartphone? There’s no reason you can’t stay connected.
MBS Highway: You’re given free membership to MBS Highway, a cuttingedge digital platform that helps industry professionals to interpret and forecast activity in the mortgage rate and bond markets. The brainchild of Barry Habib, MBS Highway offers exclusive information that you can rely on for ultimate relevance, speed and precision. Learn more at www.mbshighway.com.
PAGE 12
KEEPING YOU PROTECTED
Benefits for you and your family Residential Finance provides a wide variety of a la carte benefits for our full-time employees and their families. You will be able to choose specialized coverage and customized benefits–whichever work best for you and your dependents.
401(k) program
To help you achieve your personal retirement goals, Residential Finance offers a terrific 401(k) program to all fulltime employees. You are eligible to begin participating after 90 days the first of the quarter, following three months of continuous service with the company. Employees who choose to participate in the program will benefit from a generous employer match, which begins the quarter following one year of service.
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 financial protection for you by paying a portion of your income while disabled, with benefits beginning at 14-, 30- or 90-day elimination (waiting) periods, depending on your need.
MetLife supplemental life insurance
You may elect to purchase a supplemental life insurance policy through our trusted insurer, MetLife. 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 healthcare expenses that are not covered, or are only partially covered, by your medical, dental or vision plans. 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 FSA debit card. Residential Finance offers both Healthcare and Dependent Care Flexible Spending account
MEDICAL
DENTAL
LIFE
VISION
PAGE 13
Residential Finance and HER® Realtors® Join Forces to Provide Streamlined Homebuying Experience
Top Ohio mortgage lender and large Midwest real estate firm sign marketing agreement Press Release: COLUMBUS, OH - August 06, 2013 Residential Finance, a leading
the car and obtain financing at
nationwide mortgage lender and
the same time, from the dealer.
one of the largest and fastest-
By situating loan officers in each
growing Ohio-based mortgage
HER office, both the customer
lenders, has entered into an
and the real estate agent have
exclusive marketing services
immediate access to the loan
agreement with HER® Realtors®,
officer. This creates a streamlined
a prominent Ohio-based realty
homebuying experience with
firm with over 800 REALTORS®.
greater communication, so
The agreement, effective August
customers can close on their
12, 2013, designates Residential
homes faster and with greater
Finance as the preferred
ease.”
Chris Derrow, Division President
mortgage lender for HER, and situates Residential Finance loan
Isaacs continued, “Together,
officers in 60 HER Realtors offices
Residential Finance and HER
will enable more homebuyers to
in the Central Ohio, Dayton and
Realtors will provide a seamless,
take advantage of the wide range
Cincinnati areas.
efficient one-stop shopping
of mortgage lending products
experience for homebuyers.
offered by Residential Finance,
“When buying a new car,
Our hand-in-hand relationship
while also enjoying the strong
most people don’t obtain
will offer more financing options
local market knowledge of both
financing from a bank and then
and will ultimately increase the
Ohio-based companies. In order
purchase their new car from the
pleasure of purchasing a home.”
to achieve homeownership,
“Together, Residential Finance and HER Realtors will provide a seamless, efficient onestop shopping experience for homebuyers. Our hand-in-hand relationship will offer more financing options and will ultimately increase the pleasure of purchasing a home.” dealership,” said Michael Isaacs,
The partnership offers customers
both homebuyers and their
president and chief executive
immediate access to integrated
real estate agents need a wide
officer of Residential Finance.
local mortgage and real estate
variety of home financing options.
“The efficient approach is to buy
services. This unified approach
Partnering with Residential
Residential Finance and HER® Realtors® Join Forces to Provide Streamlined Homebuying Experience
Top Ohio mortgage lender and large Midwest real estate firm sign marketing agreement Finance brings HER customers
our passion for excellence
list. Residential Finance offers
and their agents nearly any
and our commitment to the
homeowners and homebuyers
loan option needed in today’s
Ohio community. They have
nationwide a wide range of home
homebuying environment – USDA,
distinguished themselves as a
mortgage loan options, including
Veterans Administration, FHA,
respected industry leader with
special lower-rate government-
State-bond, Jumbo and High
superior services for more than 50
insured FHA and VA loans, jumbo
Balance, Construction, 203(k),
years. We are honored to partner
mortgage loans, and reverse
Foreign National, and more.
with them and support their well-
mortgages. NMLS#1652. Equal
respected real estate professionals,
Housing Lender. Equal Opportunity
“We are very excited to partner
as well as provide mortgage
Employer.
with Residential Finance,
options and processes that will
one of America’s premier
enable them to provide exceptional
lenders. Both our companies
service to their customers.”
About HER Realtors
differentiate themselves by serving homeowners and
About Residential Finance
future homebuyers with highly
HER Realtors is a full-service
professional, personalized and
real estate company with more
efficient service,” says Harley E.
than 820 agents and 60 offices
Rouda, Jr., managing partner
Founded in 1997, Columbus,
throughout Central Ohio, Cincinnati
of the real estate firm’s parent
Ohio-based Residential Finance
and Dayton. HER Realtors was
company. Rouda continued “It’s
is the 55th largest mortgage
established in 1956 by Harley
nothing short of irony that both
company in the nation with more
E. Rouda, Sr. and has been the
iconic companies are from Central
than 40 branches, including nine
dominant full-service brokerage
Ohio, and it’s taken us this long to
Ohio-based branches and a team
throughout the area since 1964.
forge a partnership together. We
of corporate loan officers who are
HER offers its consumers services
could not be happier!”
among the company’s 275 local
that include residential and
employees. Residential Finance
commercial real estate sales,
David Stein, president of Retail
has won over 25 awards for
property management and rental
Branching and general counsel
excellence, including 10 Columbus
services, mortgage, title, warranty,
for Residential Finance, said HER
Business First Fast 50 awards
and other home-related, lifestyle
Realtors was an ideal partner
and two Columbus Business First
services.
because of the company’s
Best Places to Work awards,
unparalleled reputation and
and was included in the 2013
deep local roots. “HER shares
Columbus CEO Top Workplaces
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 AND MBL#21025; 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; MA MORTGAGE LENDER #ML1652; MD #11143; ME SUPERVISED LENDER # SLM12522; MI 1ST & 2ND FL4201 & SR 0010569; MN #MN-MO-02049502; MS #1652 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; RI #20102825LL; SC #MLS-1652; TN #109200; TX SML #45235 (17330 PRESTON ROAD, SUITE 160B, DALLAS TX 75252); 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 AND #1625BR. RESIDENTIALFINANCE.COM/LEGAL
LORecruitingBooklet-HERPressReleaseVersion
August 19, 2013 3:08 PM