branch news - AmCap Mortgage, LTD.

THE AMCAP CONNECTION
KEEPING YOU IN THE KNOW AS AN AMCAP INSIDER.
CENTER
FRONT
MARCH 2015
ABOUT THE AMCAP AMPERSAND
The ampersand symbol exemplifies a collaboration even greater than the word “and.” Moreover, it symbolizes the
attitude of inclusion and team work. Like all the exceptional pairings we use on our marketing material, we believe this
leads to positive brand recognition.
Combined with this fresh brand designed around the ampersand, our new tagline exemplifies our belief that building
strong relationships — both with our customers and with our loan officers — is the key to providing quality home loans.
For a companion through the lending process, you can count on AmCap to be your true partner.
MEET
Tor Hayward
& GREET
Brant Hayward
Ryar Hayward
Division President and Branch Managers of Major Mortgage
What is one thing most people don’t know about you?
TOR: I have been married 23 years and have five children.
I’m also an avid hunter and especially enjoy exotic hunts.
My favorite one was in New Zealand in 2013 where I took
a Himalayan tahr, a fallow deer and a chamois.
BRANT: I have been married 13 years and am the proud
father of 3 children. I was in a puppeteering group in high
school that traveled to other local high schools promoting
abstinence — I didn’t date much in high school. Looking
back, this group may have had an impact on my social life.
RYAR: I have been married 14 years and am the proud
father of 4 children. After Brant’s comments above, I am
leaving this alone!
What is your favorite quote?
TOR: “Come to me with a solution, not a problem.”
– Tor Hayward
I use that one all the time.
BRANT: “Hmmm, that sucks.” – Will Ferrell
RYAR: “Bend over and I’ll show you.” – Clark Griswold
What is one perfect pairing you cannot live without?
TOR: My wife & me sharing wine & cheese.
We love doing that.
BRANT: Exotic Cheese, Meats & Crackers.
RYAR: Beer & football. (In that order)
PEN
PAPER
A Letter From Our CEO
Setting the Stage
The best originators know how important
it is to set realistic expectations for their
consumers, while many newer or less
experienced loan officers constantly only tell their customers
what they believe they want to hear. When I personally
originate a loan, one of the very first things I discuss with the
consumer is how arduous of a process getting approved for
a mortgage is in today’s environment. Keep in mind, many of
our clients are first-time homebuyers who have no concept
of what is going to be asked of them. Perhaps, worst yet,
the last time they went through the mortgage process was
during the go-go days when getting a mortgage was as easy
as filling your car up at the gas station. Let them know not all
the news will be good news; then, when you have to deliver
some not-so-rosy news, it won’t be as hard. Remember, as
Peter Tunney says, “The truth always happens.”
Customer Feedback
As many of you are aware, AmCap has been conducting
follow-up customer satisfaction calls for several months
now and, for the most part, AmCap is getting rave reviews.
Still, on every single negative review we receive, poor
communication is cited as the number one culprit. We are
all busy (and hopefully trying to get busier), but if you do not
have a system in place to answer emails and voicemails in
a timely manner you are setting yourself up for failure. It is
human nature to not want to respond to someone’s question
or request until you have the answer. However, many times
just letting the person know it is being worked on and
someone will be in touch with them as soon as the situation
has been resolved can put them at ease.
Additionally, we are adding to the staff of individuals doing
our customer satisfaction surveys and have a system in place
wherein all results will be compiled and distributed. Please
make sure to inform your customers that they will be
receiving a call post-closing and ask that they take five
minutes to rate both your service and AmCap as a whole.
Junk Mail and Schemes
Along the same theme of setting the stage, it is imperative
you let your consumers know they will be solicited postclosing by numerous companies purporting to be either
associated with AmCap or able to help them in one way or
the other (e.g. bi-monthly mortgage payments, etc.). This
is unavoidable due to the reality that many people scour
public data to find new home owners on whom to push their
wares. Recently it has been reported that two customers
have engaged bi-monthly mortgage payment companies.
Unfortunately, the payments made to the companies were
never received by the servicer. Both customers are now
being posted for foreclosure and although AmCap has passed
along all of the information to the appropriate authorities,
there is not much we can do for these clients at this time.
As we enter the spring season, let’s renew our commitment
to providing the best customer experience possible through
honest communication, improved responsiveness and efforts
to increase awareness of mortgage-related scams. As always,
thank you for all that you do!
P. Garrett Clayton
THE AMCAP SOCIAL SCENE
WELCOME AMCAP WEST!
BOAST
BRAG
DIVISION HIGHLIGHT:
Major Mortgage
Major Mortgage is home to 96 employees, seven of
which are members of the Hayward family —Tor, Stacey,
Brant, Ryar, Bri, Kenyon and Bronte — and has a total
of nine offices spanning Colorado, Utah, New Mexico,
North Dakota, California, Wyoming and Texas. We’re
family-oriented, just like AmCap, which is a big part
of why we’re proud to be a part of the AmCap team.
Together, we share a common goal: to get the homebuyer
into a home or the re-finance closed on time. From
the secretary, the first person our customers meet, to
the shipper, the last person to touch the loan, we’re all
working to make that customer experience exceptional.
Since joining AmCap, we’ve tripled in size from
$10-12 million a month to a record of $34 million last
month. In fact, February 2015 marked our largest closing
month with 172 successfully funded loans! The support
we receive from Houston is truly second to none.
The Tor Team: Tor (from left), Stacey, Michelle,
Sarah and Amber
Celebrating in AmCap style with our new friends from
AmCap West!
PART OF SOMETHING GREATER
Waltrip RAM Baseball Golf Tournament
AmCap proudly participated in this golf tournament held
in support of the Waltrip High School baseball program,
which is entirely funded through sponsorship and the
school’s booster program. In addition to serving as a
meal sponsor and a hole sponsor, AmCap purchased
an ad in the Waltrip program as an additional show of
our support. AmCap division president Tom Boyd also
participated as a hole sponsor for the event. Golfing in
the tournament on behalf of AmCap were Mike Eichner,
Ryan Todd and Clay Culpepper, who were caddied by
Cameron Howe.
Mike Eichner (from left), Mark Howe, Ryan Todd,
Clay Culpepper and Cameron Howe
ABOVE
&
BEYOND
Rockin’ for a Good Cause
While attending the Encompass conference, Kate Smargiasso
spent her breaks between meetings building a rocking chair
for Camp Boggy Creek in Eustis, Florida. The camp offers
children with serious illnesses and their families a free, safe
and medically-sound camp environment.
HAVE SOMETHING TO CELEBRATE
AT YOUR BRANCH?
Submit your Brag & Boast story to nhill@myamcap.com,
and we’ll share your successes in a future edition of
AmCap’s internal eNewsletter, The AmCap Connection.
MOVING
& SHAKING
BRANCH NEWS: HOPE TREE LOANS
• Brooke Cisneros, of the formerly called Hope Tree
Loans, was elected as director of multimedia for the
National Association of Professional Mortgage Women
for the 2015-2016 year! Brooke is a fantastic addition
to the NAPMW Board, on which Chris Parrish (also
of Hope Tree Loans) serves as president-elect. He is
slated to take over as president in 2016.
Brooke Cisneros
HEADS
Chris Parrish
& TAILS
Hope Tree & Friends 3rd Annual
Realtor Crawfish Fest!
April 24 | 4 − 8 p.m.
VIEW THE INVITATION
SAVE THE DATE
presented by AmCap Mortgage
May 16 | 2 p.m.
Jones Plaza
600 Louisiana Street | Houston, Texas 77002
Discounted tickets coming soon!
TheTasteofNewOrleans.com
Here is Kate showing off her masterpiece.
&
TIPS
TRICKS
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