Mission Preserving the Dream of Home Ownership
Vision A Champion Mortgage Team Leading the New Era of Lending
Values Put People First Commit to Excellence Create Innovative Change Work with Passion Always do the Right Thing
Our Executive Team
Rick Thompson
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Pat Walden
David Zugheri
Dana Gompers
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Our Story Title
• Our company came to life in 1997 as First Houston Mortgage, founded by Dana Gompers and David Zugheri. • In 2008, with annual loan volume running at $700 million, and a staff of 350, David and Dana made the decision to bring on additional management talent: Pat Walden and Rick Thompson. • In 2010, we achieved a major, interim goal of becoming one of the top 50 mortgage lenders in the United States. That achievement is the foundation for our next tier of objectives.
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Our Story
Dates, facts, and numbers are our report card, but they don’t tell the whole story. Open, proactive communication and recognition of individual and team achievements are integral parts of our culture, and we are proud of them. Here are a few of the things we do: • Circle of Excellence — an annual retreat to reward and re-energize our top performers, and connect them to each other and to our objectives for the coming year. • Branch Managers’ Summit — an opportunity for our key field management team members to refine their skills, increase their knowledge, and share their strategies and tactics. • Advisory Council — a selection of our branch managers who serve as a sounding board for management initiatives and a distribution center for corporate communication.
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Our Financial Strength
In recent years especially, a company’s liquidity and ability to access warehouse lines of credit are critical to its success. At Envoy, our extremely solid financial position is one of our greatest strengths. As of January 2011, we have a capital position in excess of $20 million, giving us the ability to grow without fear of funding constraints.
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Where we lend — Envoy is Licensed to Lend in 42 States & DC with 2 Pending
WA MT OR
WY
CA
VT
MN
ID
NV
ME
ND WI
SD
CO
AZ
PA IL
KS OK
NM
AK
IN
MD
KY
AL
VA
MA
CT
RI
NJ DE
DC
NC
TN
AR LA
OH WV
MO
MS TX
MI
IA
NE UT
NY
NH
SC GA
Licensed Pending Branch Locations Corporate Headquarters
FL
Regional Underwriting Centers
HI
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Our Growth
We consider growth a natural result of doing business the right way, not an end in itself. Our rigorous selection process for new branches ensures controlled growth and high quality in every loan bearing our name. Envoy Volumes 2007 – 2011 (Proj.) Envoy up 7X
Envoy Locations 2007 – 2011
Envoy # Locations
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Envoy $ Millions
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Our Service Levels
We believe that the most effective way to compete in today’s market is through passionate commitment to delivering exemplary service at every step in the loan transaction. We are proud of the fact that in our customer service surveys, over 91% of respondents state that they would do business with us again.
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Our Service Levels
Envoy Mortgage uses a cutting-edge incident tracking system called Phaseware to process service requests from the branches. All field requests, from password re-sets to lock extensions, are submitted as tickets via the simple Phaseware Service Center screen. Users can monitor open tickets, and search closed tickets, as well as access a database of FAQ’s. This system permits us to track service levels, identify training needs, and staff to a level that allows us to respond from any production department (Underwriting, Closing, etc.) within two hours.
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Our Service Levels
Few things are more important to branch success than the support of an efficient, dependable accounting area. Corporate Accounting provides our branches with: • Accurate and timely P & L statements, indexed to an online General Ledger • Automated commission calculation and submission, with robust historical and reporting capability • Efficient processing of invoices and expense reports, almost always within 48 hours
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Envoy Mortgage Employees planting trees for the “Trees for Houston� Project; keeping true to their accomplishment of being Green Originator of the year.
Quality of Work Life
We recognize and respect the needs of our people for an integrated work environment that addresses their personal, as well as professional, needs. We offer responsive management, timely communication, competitive compensation, and a full suite of benefits that includes: • Company paid life insurance and long-term disability insurance • Dental and vision coverage • 401k with a company match and a wide variety of investment options • Choice of health care packages • Optional short-term disability and supplemental life coverage
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Compensation
“A CHAMPION MORTGAGE TEAM LEADING THE NEW ERA OF LENDING.” — Envoy Mortgage Vision, written 2008 Champions are ready at the gate when the starting bell rings, and champions lead the field when it comes to anticipating change and turning challenges into opportunities. The Envoy team has created a unique, fully-compliant compensation plan, built on months of research, and input from our 100+ branch managers. Our program empowers Branch Managers to create their own branch-level revenue targets with flexible compensation plans tailored to the specific needs of Loan Originators, Branch Managers, and Producing Branch Managers. We offer both tiered and fixed payout schedules that allow all producers to maximize their income based on their anticipated production level. Our compensation plan, and the state-of-the-art technology that drives our production and reporting process, are tools to power you to the home stretch of your production objectives.
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Sales Support: Technology
We achieved the Top 25 Tech Savvy Award four years running based on total development of e-mortgages and electronic document delivery. • We have partnered with Avista Solutions to create a customized system for all phases of Origination. From taking the application to imaging documents to funding the loan, every transaction happens in one system. • We have partnered with DocMagic to produce almost instantaneous disclosure packages, customized by state and product, and ready for borrowers’ electronic signature. • Our Remote Operations Center supports our Loan Originators and processors with efficient ordering of appraisals and verifications at no additional cost to the branches. This enables our processors to handle a greater number of files, and providing more personal service to our borrowers.
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Sales Support: Technology
At the recent annual MBA Convention, Envoy was awarded the 2010 Green Originator of the Year from Mortgage Technology Magazine for its electronic, paperless loan origination process. The award is granted to the mortgage lender best utilizing technology to create efficiencies – from both a business and environmental perspective.
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Sales Support: Processing to Funding
Our strategy is that the best way to compete for sales staff, satisfied customers, and repeat business is to provide fast, reliable, professional service to our sales force and to our borrowers from application to funding. We back this conviction with resources and management action.
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Sales Support: Processing to Funding
We have both local and centralized processing, with regular training sessions for all processing staff. We have regionalized underwriting centers to keep underwriters close to their originators. Underwriters undergo frequent training, and are staffed to be able to respond to direct calls from originators on a timely basis. Our centralized closing and funding departments deliver fast, accurate service on a highly consistent basis. Closing documents consistently are available within 24 hours. All staff members are carefully selected, relentlessly trained, and provided tools to get loans closed and funded.
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Sales Support: Marketing
A dedicated, professional marketing team is an integral part of our commitment to the success of our sales force. Our marketing area provides distinctive support materials, ensures compliance with corporate and legal standards, and manages our flagship marketing tool: Envoy Marketing Machine in Action (EMMA) This includes EMMA In Touch which is our Enterprise mortgage-specific CRM tool that includes a 3-year post-closing direct mail and email campaign for every loan file; the EMMA Flyer site, Branch and Loan Officer Web Sites, In-Process milestone marketing, and Customer Satisfaction surveys.
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The Support and Growth Plan for our Loan Officers
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Components 1. In- Process Marketing 2. Post-Closing Surveys 3. Loan Officer Websites 4. Marketing Services Agreements 5. Web-to-Print Marketing Flyer Solutions 6. Customer Retention Manager 7. Post-Closing Retention
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
In- Process Marketing •
Automated emails are sent to the Loan Officer, Realtors and Client at seven steps of the loan process – – – – – – –
• •
Appraisal Ordered Appraisal Received Submitted to Underwriting Initial Loan Approval Loan Docs Ordered Referral Request – sent twice Thank you
Email includes Loan Officers contact information No need for anyone to call and check progress – Your Realtor will love you for this! 3
EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Free Web-to-Print Store Envoy-branded store that hosts: • Sales flyers • Loan officer brochures • Corporate brochures • Open house flyers • Rate sheets • and future requests! Applicable offerings can be cobranded with partners. Flyers can be printed and shipped to branch or downloaded as a PDF and printed locally. 4
EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Marketing Service Agreements A Tool for Building Strategic Relationships & Profitable Loan Flow
What is an MSA? • A contractual services agreement between Envoy and a Business Partner, e.g., real estate broker (“Partner”) • Agreement calls for Partner to perform certain marketing services on behalf of Envoy • Envoy pays Partner a fee for certain marketing services performed • Envoy originates loans for Partner’s customers 5
EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Post Closing Surveys • Customer Service Surveys – Events –
–
Survey Invitation emails are sent out each morning to all borrowers with loans funded the previous day. The Survey Invitation Email thanks them for their business, notifies them of their first payment date, and asks for them to click a link to fill out a short survey. Responses can be used to post to marketing material or share with referral partners
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Relationship Management
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Relationship Management (continued) Loan officers can order the following directly from within each loan file within the CRM software: • Loan-related cards (Refinance, ARM Reset, Annual Check-up, etc.) • Consumer & Partner newsletters • Birthday cards • Holiday cards • Closing gifts • Partner and Lead direct mail programs • Past contact programs In this store there are many e-mail versions of cards (i.e. birthday card, refinance card, etc.) that are available at no cost. Only items that are printed and mailed are priced per piece; e-mails are part of the subscription. 8
EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Relationship Management (Marketing Store)
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Relationship Management Marketing Store-shipped to your clients and Referral Partners
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Post Closing Retention No charge retention program: 3-year postcard program (15 quarterly postcard mailings – five postcards mailed each year)
In addition to this, there will be email messages sent. This email campaign has not yet been designed but would include no more than one email per month.
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Post Closing Retention (Continued) Choice of three retention programs: 3-year postcard program (15 quarterly postcard mailings – five postcards mailed each year) – This is the base package - FREE •3-year card-only program (13 quarterly mailings consisting of 2 Boutique cards, 9 Postcards, and 2 Premium cards) -- $5.00 more than base package • 3-Year Gift & Card Program consisting of a gourmet confectionery closing gift, one year magazine subscription or personalized address stamp followed by 13 multi-format, quarterly mailings over three years - $30.00 more than base package 12
EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Personalization
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Sharpen Your Skills with Professional Loan Officer Training The XINNIX EDGE will empower you with proven tools and tactics designed to create an immediate impact in your business! If you desire to increase your production, seek new referral partners, develop a powerful business plan or implement a more effective marketing campaign, The EDGE is exactly what you need. The XINNIX EDGE will empower you to: •
Implement a simple system of daily disciplines to ensure your business operates more smoothly, your customer service is greatly improved and your referral partners become more loyal.
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Develop a comprehensive Business Plan consistent with your unique goals and objectives.
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Learn relationship building strategies used by top sales professionals to strengthen referrals.
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Discover profiling and research strategies to identify new referral sources!
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Leave with a specific list of action items you can immediately implement to increase your production and change your business.
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Gain inspiration to define your business and life missions to create positive change in both.
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Know exactly what steps you need to take in order to accelerate your business success.
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Become a Corporate Real Estate and Financial Wellness Director Math based on 1,000 employees •
Home owners = 690 – National Homeownership rate is 69%
•
Statistics show that a home owner needs you every 5 years
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NAR says a home owner needs a realtor every 6 years
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Renters – 40% of all home purchases were first time buyers.
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Baby Boomers – buying 2nd homes/investment properties at a record pace.
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690 / 5 = 138 potential loans per year
• • •
69 loans x $2,000 commission = $138,000 69 loans x $3,000 commission = $207,000 69 loans x $4,000 commission = $276,000
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Presentation Success Corporate Real Estate and Financial Wellness Director Our professionally designed material practically makes the sale for you.
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Your FREE Support and Growth Plan – – – –
In-Process Marketing Branch and Loan Officer Websites Post Closing Surveys CRM Software License • As part of base subscription: – Automated Weekly Partner E-mail to Realtors – InHome consumer quarterly e-newsletter – InMarket partner quarterly e-newsletter
– Web to Print 17
EMMA is Here to Help!!!Preserving the DREAM of Homeownership
We Want You To be Successful!
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EMMA is Here to Help!!!Preserving the DREAM of Homeownership
Sales Support: Training
One of our fundamental beliefs is the necessity of skill-centered, timely, professional training. Envoy utilizes four streams of active training delivery. • A dedicated staff of Branch Liaisons provides real time coaching on virtually any issue branches may encounter…fast access to a live person is always available • Corporate training provides regularly scheduled, live training sessions on our systems and procedures, and periodic webinars on procedures and system enhancements • A dedicated Scenario Desk provides expert guidance to Originators with “out of the box” situations • A highly experienced Training Liaison team provides in-branch, hands-on support for selected new branches as they work their first Envoy loans through our system
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“Envoy Mortgage partnered with XINNIX to produce measurable business results by helping improve the performance of their employees, with an emphasis on leadership, sales, team engagement, recruiting, customer service, presentations, process management, technical industry knowledge and other essential management and sales skills. We believe Envoy Mortgage’s leadership team has perfectly leveraged the XINNIX team and positioned us to deliver maximum benefits to every Envoy Mortgage associate.” — Casey Cunningham, XINNIX President & Founder
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Sales Support: Training
Our intranet site houses a robust and easily-accessible suite of training resources on a variety of topics. We have partnered with XINNIX to provide sales and leadership training. Their flagship offerings are a suite of leadership webinars for branch managers, and a series of 8 powerful webinars for loan originators, focusing on these key sales skills: • Prospecting • Time management • Call reluctance • Presentation skills
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www.join en voy.c om Š 2011 Envoy Mortgage, Ltd. All rights reserved.