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New Hire Orientation Overview Today you will learn about: •  •  •  •  •  •  •  • 

Gold Star Our Company Culture First Day Action Items Payroll and Timekeeping Employee Benefits Internal Support Teams Gold Star University And much more…

Get to Know Gold Star! Gold Star Mortgage Financial Group, Corp. was founded by Daniel Milstein in 2000. •  Head Quartered in Ann Arbor, MI, the corporate office houses our operation teams. - There is also a team of operational staff in CA to support west coast operations.

•  We have over 400 employees in over 40 branch locations throughout the United States. Corporate Office Main Line: 800-201-5626, “employees” press 3

Gold Star is licensed in over 30 states… AL, AZ, CA, CO, CT, DC, FL, HI, IL, IN, IA, KY, LA, MD, MA, MI, MN, MS, NE, NV, NJ, NM, NC, ND, OH, OR, PA, SD, TN, TX, UT, VA, WA, and WI

Our Company Culture Our Mission:

Golden Rule Principle:

Gold Star Mortgage Financial Group is one of the most respected and fastest growing mortgage lenders across the nation. That success has been created by providing superior customer service with employees that truly care about customer satisfaction. We proudly process mortgages with the goal of making your living experience everything it deserves to be.

“Your home is where our heart is�

Our Golden Rule Principles All employees should reflect these principles: Integrity - Our employees conduct themselves in a manner that exhibits high moral principles when serving clients and customers. Each employee recognizes their positive contribution to the community when serving our customers.

Our Golden Rule Principles All employees should reflect these principles:

Respect - Our employees are socially responsible and follow the guiding principle of “treating people, the way you want to be treated�

Our Golden Rule Principles All employees should reflect these principles:

Family - Our employees are family. We strive to cultivate a positive, team-oriented environment where collaboration is key to success.

Our Golden Rule Principles All employees should reflect these principles:

Service - Products and services must be the number one priority. We ensure superior customer service by delivering products based on the white glove service model.

Our Golden Rule Principles All employees should reflect these principles: Community - We are dedicated to providing better products and services in the local communities around us.

Cultivating Innovation Continuous improvement and becoming more eďŹƒcient is our focus at Gold Star.

We encourage employees to share their ideas for more eďŹƒcient ways of doing things.

Innovation Starts With You!

Share your process improvement ideas with your direct manager and watch your team excel into the future!

Hours of Operation

Our Lock Desk support team is available until 8:00pm EST, Monday through Friday to address late request.

Normal Business Hours are 9:00am to 5:00pm, Monday through Friday

Due to the nature of the business - Please check with your manager regarding scheduled work days as we are also open for business on Saturdays.

Your First Day Action Items

All new hires must complete their New Hire Employment Documents no later than their 3rd day of employment.

Your First Day Action Items Required forms must be submitted to Human Resources at or fax to 734-272-4789:

•  Employment Eligibility Verification Form I-9, along with supporting document(s); •  Reference page 3 of the I-9 Form for a list of eligible supporting documents •  Federal W-4 Tax Form; •  State Tax Form (if applicable); •  Direct Deposit Form, along with supporting document; •  Gold Star Employee Handbook Acknowledgement Form; •  State Specific Employee Extended Handbook Acknowledgement Form (if applicable)

On Your First Day‌ Human Resources will email your Outlook email account username and temporary password to your manager and your company email address

Information Technology (IT) will email your direct manager your computer network username and password Important Memo:

Please change all of your initial passwords to a permanent password upon log-in. If you experience any technical issues, please contact IT directly at

Payroll Overview

Employees are paid semi-monthly on the 15th and 30th of each month.

•  If this day falls on a weekend or federal holiday, employees are paid on the preceding business day. •  Hourly wage employees will be paid according to the prior period cut off date that is in arrears. •  Salary wage employees are paid current.

Click here for a detailed payroll schedule

Log-In Information Employees will receive a Paychex Timekeeping log-in information once all New Hire Employment documents are submitted to Human Resources If you do not receive your Paychex log-in information by the 4th day of employment, please email for assistance.

Log-In Information •  All non-exempt employees who are eligible for over-time wages must log all hours worked in the Paychex timekeeping system •  All exempt employees, who are eligible for Paid Time Off (PTO) hours, must log all PTO use in the Paychex timekeeping system

Please reference your offer of employment letter to confirm whether you are an exempt or non-exempt employee

Paid Time Off (PTO) All regular, full-time non-commissioned based employees are eligible to use PTO following 60 days of employment.

•  Employees are allowed to borrow up to 56 hours of unacrrued future PTO with their immediate supervisor’s approval. •  All PTO hours will reset on an employee’s anniversary date.

Company Holidays Gold Star normally observes the following holidays during the year: –  New Year’s Day –  Memorial Day –  Independence Day –  Labor Day –  Thanksgiving Day –  Christmas Day

All eligible non-commission based, full-time employees will receive holiday pay in accordance with this policy.

Insurance Offerings Regular, full-time employees (working 30 or more hours per week) can complete an enrollment form during their first 60 days of employment for the following benefits: q Medical, Dental, and Vision – benefits effective on the 1st of the month following 60 days of employment •  We offer 3 comprehensive PPO medical plans through Blue Cross Blue Shield of Michigan that can be used throughout the U.S. •  We offer 1 medical Gap Plan through Assurant Health •  We offer 2 dental plans (1 EPO and 1 PPO) through Blue Cross Blue Shield of Michigan •  We offer 1 vision plan through Blue Cross Blue Shield of


Insurance Offerings q Flexible Spending Account (FSA) – benefits effective on the 1st of the month following 60 days of employment. •  Eligible employees can elect up to $1,000.00 annually for the Medical FSA •  Eligible employees can elect up to $5,000.00 annually for the Dependent Care FSA This benefit will allow employees to deduct pre-taxed dollars from their paycheck for FSA-eligible expenses that include but are not limited to: •  Medical co-pays and deductibles •  Dental co-pays •  Prescription drug co-pays •  Dependent care •  Bandages (over-the-counter and much more… Please remember to save all receipts in the event you need to substantiate a reimbursement with our plan vendor

Insurance Offerings q 401k Retirement Savings - benefits are automatically effective on the 1st of the month following 60 days of employment •  Employees may opt to participate as early as the 1st of the month following 30 days of employment

q All regular, full-time employees working 30 or more hours per week are automatically enrolled on the 1st of the month following 60 days in a: •  $15,000.00 Basic Life & Accidental Death and Dismemberment (AD&D) Policy •  Company pays 100% of the cost

q Supplemental Life Insurance - benefits effective on the 1st of the month following 60 days of employment

Benefits Question? Please contact Human Resources at for assistance.

Our Internal Support Teams Our operation centers in MI and CA are comprised of support teams that are here to assist you on the job. Some of these support teams include: •  Information Technology (IT) •  Branch Support •  Marketing •  Licensing

•  \

•  Closing •  Underwriting •  Redisclosure

Our IT Support Team Contact the Information Technology (IT) Department for assistance with:

•  •  •  •  •  • 

Computer or hardware questions Phone or internet connection questions Outlook Email questions Printer installation Computer and Email log-in assistance And much more…

Our Marketing Team Contact the Marketing Department for assistance with:

•  •  •  •  •  • 

Business cards Personalized Flyers Mortgage Returns Advertisement Creation Product Branding Advertisement Review

Start building your brand and contact the Marketing team at

Our Branch Support Team Contact the Branch Support Department for assistance with: •  Encompass 360 questions •  Loan processing questions

The team is standing by to assist you with getting acclimated and being successful with the Encompass 360 loan application process! If you have questions, contact the support team at

Our Licensing Team Contact the Licensing Department for assistance with: •  • 

Obtaining a new state MLO license Annual MLO license renewals

•  • 

Continued Education (CE) credit inquires Completing pre-licensing requirements •  (exams, continued education credits, application submission process, and etc.)

We offer employees in-house licensing assistance to ensure seamless and timely annual renewals. If you have licensing questions, contact the team at

Helpful Tips from Closing •  All Loan Estimates and Changes of Circumstance should be signed and uploaded prior to requesting CD •  Please review approval letters to ensure EMD and seller concessions are approved and accurate on the Final CD •  If closing in a trust or with a Power of Attorney, please make sure underwriting has approved and the documents are in the E-folder.

If you have questions, contact the team at

Our Disclosure Team Contact the Disclosure Department to inquire about:

•  Re-Disclosure process and requirement •  Questions related to TRID •  Fee placement on itemization

This department re-discloses for all loans originated at Gold Star. If you have any question, please contact the Disclosure team at

Internal Support Team Listing Department




To request a revision or check the status of an appraisal.

Branch Support

For assistant from Branch Support, questions on initial disclosure package, Encompass inquiries, and questions on general errors.




Direct Submissions

Human Resources


For technical support, computer, and Outlook email questions.

Lock Desk

For pricing or lock questions.


For licensing questions and to check the status of a license request.

Loan Status

For assistance with withdrawing loans and loan status questions.


For marketing materials, business card orders, and Mortgage Returns questions.


Processing Support


For new products and product development questions.


For any question regarding re-disclosure.



Underwriting Support

For status or closing document questions. For compliance, TIL/Mavent errors, and TRID implementation questions. For questions regarding direct submissions for a correspondent loan. For employee relations, recruiting, employee policies/procedure, benefits, onboarding, and o-boarding questions.

For timecard assistance or other payroll-related questions. For questions and issues related to loan processing.

To check the registration status of a settlement and any other question related to Secure Insight. For status updates, condition and indexing of conditions, and resubmittal questions.

Gold Star University Training and development are pivotal to the success of each employee and the Gold Star family as a whole! •  Employees have access to over 30 online, self paced mortgage industry related courses •  No cost trainings available to all employees •  All employees are required to take assigned trainings annually for compliance purposes Visit the site today: your future awaits!

Please note: These internal trainings do not count towards NMLS CE credits.

Gold Star University Assistance! Please email with your questions!

If you are interested in taking unassigned training(s), please complete the “ Gold Star U - Course Request Form� and return the signed document to

Our Commitment We are committed to providing you with the tools and resources that you need to grow professionally here at Gold Star.

If you have any new hire related questions, please do not hesitate to contact Human Resources at

Welcome to the Gold Star Family!

A Word From Our CEO, Daniel Milstein Welcome to the family of Gold Star employees, where your value and contributions cannot be overstated. You have become part of a team entrusted with providing exceptional service and the finest-quality mortgage products available. Recognized as one of the nation’s premier mortgage companies, we have spent decades creating an award-winning culture rich with camaraderie, teamwork, mutual respect and innovation. We’re proud to say we have a passion for serving our customers and one another.   I hope you will enjoy building a career here at Gold Star that is both rewarding and challenging! With Respect, Daniel Milstein, Chief Executive Officer

Meet Our Corporate Management Team

AJ Franchi, Chief Operating Officer Antonio Joseph (AJ) serves as the Department Head for our Information Technology, Marketing, Underwriting Human Resources, Branch Support, and our Secondary Marketing departments. He is also responsible for overseeing New Technology and Application Development, while also streamlining Branch Development initiatives.

Janet McClusky, Chief Financial Officer Janet serves as the Department Head for our Payroll, Finance, Funding/Collateral, Post-Closing and Servicing departments. She is also responsible for loan delivery, analytics assessment, and forecasting to ensure our long term fiscal health.

Ryan Kinch, Chief Compliance Officer and General Counsel Ryan serves as General Counsel, managing the company’s legal affairs and compliance operations. He oversees our Internal Audit, , Compliance, and Quality Control departments

Meet Our Corporate Management Team

Brittani McPherson, Vice President, Human Resources and Communications Brittani McPherson serves as Vice President, leading our HR, Licensing, Marketing, and Communication departments. She is also responsible for providing guidance and support to leaders and sta on all HR-related areas. Brittani and her teams ensure all employees have a rewarding onboarding and work experience.

Cristen Talbert, National Underwriting Manager Cristen leads our corporate and west coast Underwriting teams. She is also responsible for ensuring compliance with all federal and state underwriting regulations. Cristen and her team deliver high quality loan decisions to all branch locations.

Meet Our Corporate Management Team

Dave Christmas, Director, Capital Markets

Justin Esch, Branch Support Manager

Andrew Bezenah, IT and Security Manager

Dave leads our Capital Markets and Lock Desk teams. He is also responsible for managing front end pricing engines, preparing fi n a n c i a l r e p o r t i n g , a n d formulating corporate and branch strategies.

Justin leads our corporate and west coast Branch Support teams. Justin and his team ensures that our branches are trained on our Encompass 360 system, adhere to internal policies and procedures, and gain the necessary industry training needed for their position.

Andrew leads our Information Technology and Security teams. He is also responsible for managing internal technological infrastructures and ensuring that all internal systems run eďŹƒciently and eectively for all locations.

Organizational Chart

Learn the structure of the Corporate OďŹƒce in Ann Arbor, MI so you have insight on who to contact for assistance: You may view the Organizational Chart by clicking here!

NMLS: 3446 100 Phoenix Dr. Suite 300 Ann Arbor, MI 48108

Gold Star New Hire Orientation  
Gold Star New Hire Orientation