We are so excited for TOM Talk Episode Seven! Our President, Michael Kuentz interviews our Head of Secondary & Capital Markets – Aaron Bunn. Watch below – transcript added for ADA. We hope you’ll share these videos with your friends and tune in to learn more about our company and employees!

Transcript (Speakers: Michael Kuentz – President, Aaron Bunn – Head of Secondary & Capital Markets)

Words on screen; TOM TALK – POWERED BY TRINITY OAKS MORTGAGE

Aaron Bunn: Man, probably the biggest thing that motivates me is just this company. And one of the biggest things that I love the most is knowing that I’m not just adding to a bottom line. I mean it, and I know it might be cliche, but you really don’t understand how much of this company is helping and reaching other people because of that bottom line.

Words on screen; TOM TALK – Let’s talk with… Aaron Bunn

Michael Kuentz: Hey, TOM family. Welcome to another edition of TOM talk. And we’re very blessed today to be joined by one of our leaders in the company. Aaron Bunn. Aaron is going to tell us all about what he does within the company. But he’s going to tell us certainly a lot about him as an individual. And I kind of think of Aaron as the wizard. You know, and Wizard of Oz because he’s the guy behind the curtain that is probably talking to every single person in the company, but you never get to see him. So, now you get to see his face. Here’s Aaron Bunn. Aaron. Welcome.

Aaron Bunn: Thank you so much. I’m so excited to talk with you and get through this together.

Michael Kuentz: You got it. Well, so tell us, what do you do here at Trinity Oaks Mortgage?

Aaron Bunn: Oh, man, what do I not do? Now I’m the Head of Secondary and Capital Markets. So, and in normal people’s terms, I sell all of our loans to our investors. It’s very, very fun. It’s very exciting. But it also very stressful at times. As we know that that kinda, that role and responsibility adds a little bit of pressure, especially towards the end of each month. But, really what I love about it. It’s just the challenge. It never stops changing. The challenge is great. It’s, I’ve always been a mathematician. Math has always been my favorite and easiest subject. So, working with the market and the numbers and, and hedging, our pipeline is something that when I first got into it and it was first presented to me as an option I naturally gravitated towards it. I got super excited, but it’s one of those things that it keeps me on my toes day in, day out. The market keeps me on my toes. As we know, the market can change in a blink of an eye. So that is something that’s really exciting to me. I enjoy the challenge, but when it comes to pressure, the severity of the role is really just controlling our cash and our margins and preserving the value of each one of our loans. So we can hit our goals, our profitability goals. Month in – month out, quarter in – quarter out, and obviously the end of the year. So, there is a lot of pressure, but I’m very, very humbled and grateful to have the opportunity to be entrusted with it as well. So, thank you for that.

Michael Kuentz: Absolutely. Well, you know it’s like it’s its own additional part of the business, the secondary market, and everybody understands the loan side or for the most part, anyways, you know, there’s loan officers and there’s real estate agents and there’s borrowers and there’s processing and underwriting. But, but when that loan is funded, it takes on a whole new, a whole new angle.

Aaron Bunn: Oh it does.

Michael Kuentz: And that’s an important one. Yeah, for sure.

Aaron Bunn: Yeah. It’s like a whole second side that nobody really sees from the origination and operations side of it. Operation gets a glimpse from helping us clear conditions to get them purchased. But yeah, it’s a, it’s a whole nother manufacturing per se process on the back end to get these things off of our lines so we can fund more loans.

Michael Kuentz:  That’s great. That’s great. So tell me, how long have you been with the company? Cause I’ve heard, you know, back when the company started, it was like a few tables, so I believe you were one of the originals.

Aaron Bunn: Yeah. So looking back at our old Christmas. I was looking back at photos of my phone and I came across one of the ones from our very first Christmas party. I think it was the second one that we had. So we opened the doors may of 2016 and I didn’t start until August. But yeah, this August 29th will be five years with the company, and I started out as a, we were so small, I started out as a Lock Desk coordinator/Post-Closing coordinator. And then once, obviously we grew to where those departments had to be separated. I was kind of that’s when I was presented with which route do you want to go? And when I didn’t know, a secondary was, all I knew was lock desk. Lock stuff with our investors didn’t know this whole second side of it. I actually turned it down twice. I said I wanted to go to post-closing cause that’s what I had the most experience in. So, I am so grateful that he did not let me go that route because they knew I would one be not really that anybody, he knew that my talent, so it wouldn’t be yeah. So he said your potential is in secondary. I trust you there. I know what your talents are. I need you there. And so I took a shot in the dark and James Hinton came on board and he was really my mentor who got me into secondary. And I think that’s about two and a half, almost three years now. Yeah, that I’ve been in secondary. So, I still dabble in post-closing quite a bit, but just to help out and train and give those pushes at the end of the month. But. Yeah, it has been something that has been very, very exciting to learn.

Michael Kuentz: Well, it’s been fun too. First of all, speaking of somebody, you mentioned James Hinton, I kind of call him the father of mortgage and James, if you listened to this out there, we thank you for all that you’ve done for Trinity Oaks. But he is, he, as they say, he’s forgotten more about mortgage than I’ll ever learn. But I can, I can attribute you know, James’ mentoring of you it’s paid off in spades because you have, you’ve really grown into quite , quite a leader in the company. We lean on you pretty heavily every day, so we appreciate you very much. Yeah. So, so yeah, that’s a work side for a second, but tell us something about you that most people familiar with you may not know.

Aaron Bunn: Oh man, there’s quite a bit, but I would have to say one of my biggest hobbies and things that a lot of people who don’t really know my personal life is playing the guitar. I’ve got this daily reminder, that’s my therapy per se. I’ve got my guitar hanging there and I just sit here and play it and I sing it. And that is something that gets me through. I mean, yeah, I’m definitely guilty as everybody else can probably attest to, to turning your volume up very high and everybody’s in American Idol in their vehicle. I’m pretty sure that both of my neighbors on each side of me can attest that I’m the same way inside my apartment. So, poor things. There’s actually a cool little fun fact. There have actually been some times where the woman who lives right behind my back actually. She’s saying she has a very, very renounced gospel voice. She has started singing on a couple of occasions. I’ve been singing and playing in here and she starts singing the harmony to the songs that she knows. So it’s, it’s just, it’s really cool. Music is one of those things that just brings everybody together. I know you’re familiar with it and it’s a way to really be able to communicate to people through song. And it’s really helped me through. It’s always been the backbone of my life, through all of my ups and downs.

Michael Kuentz: Yeah, I miss our days of being in the office a hundred percent of the time when I had my guitar up there and you and I stress relief together.

Aaron Bunn: Well, I’m looking forward to being in a hotel lobby with you, with a guitar. Maybe I get to relive one of those old stories.

Michael Kuentz: You’ve heard that story. Well, so you know, you’ve learned a lot, you’ve come a long way in your career as an individual contributor as a leader. What motivates you to get up every morning and go to work?

Aaron Bunn: Man, probably the biggest thing that motivates me is just this company in a whole, one of the biggest things that I love the most is knowing that I’m not just adding to a bottom line. I mean it, and I know it might be cliche, but you really don’t understand how much of this company is helping and reaching other people because of that bottom line. And I actually got the pleasure of knowing that at the leadership, I’m sorry, the president’s club trip in Florida to know that number was just outstanding and it was so funny. I was talking to Heather about it and we had a really deep conversation and she said, I just don’t. I can’t believe it. She was like the fact that you have somebody not just from John Houston and the executive team, but it filters down to all the executives and every employee that’s, there is totally on board. Totally understands. It, it brings a whole new meaning because as somebody who has been on that opposite side that has needed that type of help. And to be able to reach people I have just a greater sense of, of gratefulness and admiration for John and this company and everybody that’s a part of it.

Michael Kuentz: Yeah, it’s you know, I’m, I’m constantly reminded because I live in the world of, we need to do our job and execute, but John is such a great reminder to me in my leadership growth. Is that remember, it’s not just about the. You know, the giving to the kingdom. It’s the reaching people too. And you know, we did a great job as a company last year, we’re going to continue to do more. God wants us to be amazing stewards of this gift of being able to guide this ship. I mean, he ultimately guides us, but he gives us the capabilities and the abilities, and we want to reach more people. We’ve got some pretty fun goals as a company over the next three years and the number we’re going to reach, and I’m excited about what, what doors God’s going to continue to open. So, let me ask you kind of a question that I think we’d all try to answer to ourselves sometimes, but if you could go back and talk to your old 16-year-old self, what advice would you give to your 16-year-old self? And what, what would that be?

Aaron Bunn: Man always be kind, always be caring. I would say to always look at the glass half full because I’ve been the negative Nancy before, but through everything that I’ve been through from age 16 to today which I won’t give that number away. But, one of the biggest things is what I always fall back on in terms of what I try to teach my boys what I try to teach people that I’m in contact with. And what I try to teach people who work for me and with me is to always choose love. I mean, quick, quick, the story back when I worked in the financial industry, we would have customers come in all the time that would get so angry and take it out on them. And then it would affect the rest of their day. That’d be talking about that customer all day long. And I finally just got to the point where I’d tell people, just choose love. You love people. It’s one of the greatest commandments. We are called to love people as God has loved us. And I mean, that’s, if you don’t choose love your, your day is going to be ruined. There’s so much joy. There’s so much wasted emotion. The joy that’s stolen from it. I spent a lot of years. It took me a long time to learn that. But I’ll tell you it has helped me not lose moments, not ruin my joy and let it be stolen. So, I’d say be kind, be caring, be positive and always choose love.

Michael Kuentz: Well, Aaron you know, you’re a constant reminder that you’re always telling those stories. You’re, you’re, you’re you live our core values. I appreciate you so much. And you’ve done amazing things. You’re going to continue to do amazing things for our company. I see. I see a lot of runway ahead for you and it’s been a pleasure getting to talk to you today for TOM Talk. And group, I hope you get to know Aaron like I’ve had the pleasure of knowing him and certainly world out there meet Aaron. We love him here at Trinity Oaks Mortgage. Aaron, Thank you, buddy. Appreciate you.

Aaron Bunn: Michael. Thank you seriously for everything you’ve done for me and continue to do for this company. It’s much appreciated.

Michael Kuentz: Take care guys.

Aaron Bunn: Bye.

Words on screen; TOM TALK – Thanks for watching!

Words on screen; TOM TALK – Connect with us on Facebook, Twitter, Instagram, and YouTube.

END OF TRANSCRIPT

Here at Trinity Oaks Mortgage we love being your lender! When dealing with your home financing, we are not only working with one of your largest personal financial investments; we also are handling one of your biggest dreams. Since we work with matters so close to the heart, we serve you from ours. Contact one of our loan advisors today – click here.

Connect with us on Facebook, Twitter, Instagram or Youtube.

The post TOM Talk Episode Seven appeared first on Trinity Oaks Mortgage.

We are so excited for TOM Talk Episode Six! Our President, Michael Kuentz interviews one of our Loan Processors – Ericka Thompson. Watch below – transcript added for ADA. We hope you’ll share these videos with your friends and tune in to learn more about our company and employees!

Transcript (Speakers: Michael Kuentz – President, Ericka Thompson- Loan Processor)

Words on screen; TOM TALK – POWERED BY TRINITY OAKS MORTGAGE

Michael Kuentz: Ultimately what I want to, what I’m, what I want to gain out of all of this is a more transparent, a healthier, you know, we, we were blessed to be named the number one place to work, but that’s a survey, right. I want to continue to see. It in action, not just on paper. I want to continue to see, you know, Ericka growing and developing in her career and, and then telling other people about this cause it’s truly the best game in town type thing.

Words on screen; TOM TALK – Let’s talk with… Ericka Thompson

Michael Kuentz: Hey, TOM family. Welcome yet again to another edition of TOM talk. And as I’m always excited each and every time I get to do this, I’m super excited because I haven’t seen Ericka in far too long. I feel like you know, when Ericka joined us, gosh, last year then COVID hit us. Right. And so it’s great to see her face and just get to talk with her.

But team we’re, we’re blessed to talk with Ericka Thompson today. Ericka is part of our operations team. And I’ve just enjoyed getting to know her, although it was short-lived when, when when we got to talk face-to-face and I learned about she’s like me, coffee is like you know, coffee has to be a certain way for us to drink it just right. Then you have your coffee the way you like it. Tell me about it. Tell us about your coffee.

Ericka Thompson: Well, I’ve changed now to a different. It’s I’m a woman and I’m allowed to change my routine. So, now I am taking it’s called elevate and it helps you with focus and to get started. And I add a little bit of dairy-free hazelnut to it.

And so it’s kind of, it’s really helped me. I’m not a morning person at all. So, it helps me to get going and to have more of a positive outlook.

Michael Kuentz: Good for you. That’s awesome. I know, I know that was a bit of a curveball, but I just recall that story of you and I meeting at the coffee.

Ericka Thompson: Yes. Seems like every morning.

Michael Kuentz: One of your first days, so, well, Hey tell us what you do for us.

Ericka Thompson: I am a loan processor for one of the greatest teams that I’ve ever worked with our leader, Kelly is awesome. And I think we have a great team of mature ladies. It makes a difference and no, not to younger people, but it just really makes a difference to work with more mature staff and you know, more understanding and we’re able to, you know, buckle down and know that we have a job to do so it’s been great.

Michael Kuentz: Yeah. That’s awesome. And you know you’re, you said it best right. Maturity in this industry is important. You know, you’ve got kind of the, been there, done that. You’ve seen it all. There are not many things that. That you haven’t been able to work through before and businesses that are growing need that type of maturity. But at the same time, what I love about it too, Ericka is when we do go and bring in. You know, folks that, you know, don’t understand that mortgage has two G’s in it, you become almost an immediate mentor because you’ve, you’ve been able, to work through all of those hurdles over the course of your career.

But I agree with you. We’ve got a tremendous, tremendous operations team in general and I was talking to Christine this morning about that as I. I feel like, you know, capacity where we’re looking good. Tenure, we’re looking good. Even folks that are growing up in the organization, they’re getting more confident and we’re starting to build some real stability and scalability too.

So. Yeah. So you’ve been with us for a year. And what a year that you joined, right. Had, I mean.

Ericka Thompson: I know.

Michael Kuentz: I mean here one, one minute, we’re in the coffee room and the next minute we’re remote. What have you experienced over the course of this last year?

Ericka Thompson: Well, I think the year has really taught me a lot.  As far as. The unknown and what you can and can’t handle. And then I’ve met a few new boyfriends along the way with the Amazon guy, the FedEx guy. Yeah.

Michael Kuentz: We know him by name don’t we?

Ericka Thompson: Yeah, I know him by name. Hey! The trucks that go down this street and during the beginning, my neighbor. On either side, one of us was getting a visit from one of those three companies every day, maybe from all three in a day. But yeah, it’s just really taught me of the unknown. And I’ve had so many friends who lost their jobs and to know that our business kept going was really a blessing because you think about the things that you were doing before that you could really do without.

You know, and it’s just really been a blessing. And so many lives were lost during that time. I’ve had friends in the beginning, it was kind of almost like, eh, it’s not real, it’s not going to happen. But then as time going around on Facebook, it would be, do you really know anybody who’s actually had COVID it took a few months.

I mean by the summer. And then surely by September, everybody knew somebody who had been affected by COVID in one way or another, whether there was a death or just being, you know, having tested positive from it. So it just really was an eye-opener and it taught us a lot of ways that we can do things whoever would have thought that so many things can be done via zoom or via video. There are so many adjustments that have been made.

Michael Kuentz: I agree. I, you know, it was we had to kind of trial by fire, right. Overnight. We go from a place where we liked coming into the office to now we need to make sure that we’re set up we’re secure. We’re able to do our jobs remotely, you know, in some respects.

I mean, I love the human interaction and I miss that on a more consistent basis. But in some respects, I think it forced our hand. To, to be ready for what the mortgage industry you know, is gonna move to, you know, more remote, more technology, more leaning on that, making our people better through the investment of technology.

And so I think in some respects, but you’re right, it was such a blessing to be. And essential business because there are so many folks who still to this day are trying to pick up the pieces. And so we can, we can thank our father for that. No doubt about it. Yeah.

Ericka Thompson: I think if this pandemic had happened 10 years ago, nobody would have been able to survive it. I don’t think technology just was not there. So I think God has his timing and everything. Even with this, you know, 10 years ago. It just would have wiped everything out. So everything is in his perfect time and I believe

Michael Kuentz: That’s good. I love it. So what is the, what’s the one thing that you wish you had known when you began your career?

Ericka Thompson: Oh, my gosh. I think, I mean, I started, I don’t want to date myself, but Kelly and I laugh about old things that we remember back in the beginning, but I think the main thing is to know that you can impact someone’s life either way, whether it’s, you know, getting them in that dream home. Or not being able to where you get, you know, halfway through the process or even at the end of the process.

And then something happens to where you’re not able to do that loan. And that’s happened to me several times, whether it’s a mistake on my end, companies end, or on the borrowers and where they go at the last minute and buy a home full of furniture and you don’t even have the house yet, or you, you know, you have a 30 day late and it just ruins the whole thing.

So, to know that you have someone’s life in balance and to have in the very beginning, I didn’t understand because I was not a homeowner, but having gone through the process yourself, it’s a whole different ball game you have. So your life is in limbo. You’re just waiting. You had your kids here, you got your husband.

You have movers, you have all this stuff, just laying in the balance, depending on this one transaction and you’re, their lives are in your hands and to not to be nonchalant about it is you just can’t be, it just can’t be. You have to put yourself in their shoes.

Michael Kuentz: Yeah, really it couldn’t be once again with our perfect timing of our Lord and savior. It’s you know, we just went through a rebranding, right? Trinity Oaks and, JHH went through a rebranding and our brand vision. Right. What you just talked about. It’s so critical that we’re joyful. We’re a hope-filled, loving guide throughout that because we’re in this business. We know it, we do it every day.

And sometimes, you know, we’re doing hundreds and hundreds and hundreds of these. But that one family on the other end is doing it one time, maybe three times in their life who knows. And we’ve got to remember that and we’ve got to be that joyful, hopeful, loving guide.

Ericka Thompson: And it takes a little bit of learning to get something out of a customer that you need. We want to hit our numbers.

Michael Kuentz: Yeah.

Ericka Thompson: They have their lives that they’re living and it may not be that important to them, but they still want to close. But they don’t realize, we need this, we need this. You know, you “Lady send me, what I need or you will not close,” but you gotta find better words to say it, you know, to get them to know the importance of it.

Because if you send it at the last minute and then we won’t meet your closing, but sometimes it just doesn’t seem that important to them.

Michael Kuentz: Who says you’re not in sales, right. You’re also, you’re making sure to keep the transaction moving and absolutely. And you’ve got to do it with balance and grace, all of that. So that’s good. So, what advice would you give to someone wanting to pursue a career in mortgage similar to what you’re doing?

Ericka Thompson: I think it takes a lot of organization and balance because you have to be able to have so many different things going on in your head. Oh, and one thing for sure, for sure. I learned the hard way you have to be able to turn it off.

At the end of the day, when it’s over, it’s over. I would find myself early on in my career laying in bed in the middle of the night and waking up, going ah! Did I do this? Did I do that? I mean, I would constantly be thinking about it and thinking about and thinking about it, but it took time for me to say, no, I can’t. I have to cut this off and now live my life over here. Not saying that you don’t still think about it.

Michael Kuentz: Yeah.

Ericka Thompson: But you have to, you’ve gotta be able to divide that up. Be organized enough in your day. And when you’re closing out your day, make a list of what you have to do that next morning, but then once you close it up, you’re on with your family.

Yeah. You have to make that time, your family, your, your husband, or your kids, or whomever. And if you don’t have that just for your life, you have to be able to make that separation. So that’s what I would tell somebody. Don’t get too caught up in. You know, the number of files that you’re doing, just so you make a bonus or whatever, you have to still be able to balance your life.

What good is making the money, if you’re not going to be able to enjoy it with your family?

Michael Kuentz: Amen. A hundred percent.

Ericka Thompson: Yeah. Yeah.

Michael Kuentz: So, what, what are some of the best resources that you have found or that helped you along the way while you’ve been in this business?

Ericka Thompson: I think staying in contact with. All the employees or managers that I’ve worked with to see how different companies are doing things, or they may have heard something new that’s coming down the line, or you may have had a scenario at a previous company 10 years ago, but you still have the contacts and you can call them and say, Hey, do you remember when XYZ happened?

How did we handle that? Or what would you do if this situation came about? So, it’s really helpful to keep those good contacts from past companies to fall back on or just to go back and, you know, see how they would handle a situation. Or even if you have a difficult situation with an underwriter on making a decision, it’s good to bounce an idea off of another underwriter with a different company to see how they would look at it. So, a lot of underwriting is based on their opinion of the situation. Anyway.

Michael Kuentz: Yeah, no, that’s, I, I love that because and that’s anything in life right. We want to, we want to learn from experiences. We want to take our history with us and be able to then build networks around that and be able to, I call it my bat phone.

You know, I’ve got five or six people that I, you know, that I can get on speed dial. And my hope is I add value to them, but I know they add value to me. But you got to build that network. It’s so critical, so important because it can help you grow and develop. It can help us get deals across the finish line.

Maybe we didn’t think we could and help that family that we weren’t quite sure or not. So that’s really good, Ericka. That’s good. Well, I have to tell you, I’ve enjoyed this. I really, really have enjoyed seeing you. It’s been too long.

Ericka Thompson: Yes.

Michael Kuentz: And I look forward to the day that we can get at least maybe a few days in the office here again. But it’s a, it’s a real pleasure having you on this team. It really means the world to me to have you guys and you’re doing a great job obviously, and I look forward to just great things, for you and your time here. And great things for Trinity Oaks Mortgage.

Ericka Thompson: Thank you. I really enjoyed my time here and the people that I work with, most of all.

Michael Kuentz: Amen to that.

Words on screen; TOM TALK – Thanks for watching!

Words on screen; TOM TALK – Connect with us on Facebook, Twitter, Instagram, and YouTube.

END OF TRANSCRIPT

Here at Trinity Oaks Mortgage we love being your lender! When dealing with your home financing, we are not only working with one of your largest personal financial investments; we also are handling one of your biggest dreams. Since we work with matters so close to the heart, we serve you from ours. Contact one of our loan advisors today – click here.

Connect with us on Facebook, Twitter, Instagram or Youtube.

The post TOM Talk Episode Six appeared first on Trinity Oaks Mortgage.

We are so excited for TOM Talk Episode Four! Our President, Michael Kuentz interviews our NRH Client Concierge – Kharis Hagen. Watch below – transcript added for ADA. We hope you’ll share these videos with your friends and tune in to learn more about our company and employees!

Transcript (Speakers: Michael Kuentz – President, Kharis Hagen – NRH Client Concierge)

(00:00-00:05): Words on screen; TOM TALK – POWERED BY TRINITY OAKS MORTGAGE

Michael Kuentz: [00:00:05] What I want every employee to know is what you get to do every day. We should always be looking for an opportunity. To meet somebody where they’re at, you know, what’s happening on the other end of the phone can be stressful. It can be overwhelming, you know, they’re, they don’t understand this process as well as we all understand it. And so to have that calming voice that you bring, but then also to, to be looking for opportunities to just make that experience better. I just love what we’re doing here.

Michael Kuentz: [00:00:43]Welcome to another edition of a, of TOM talk, where we get to meet some of the folks that are within our organization. And I’m really, really excited today. I have the pleasure of interviewing Kharis Hagan and Kharis is relatively new to the organization and someone that I haven’t had the pleasure of getting to know well enough. So. As you’re getting to know her out there in, in in the field. I’m going to get to know her a little bit today too. So Kharis, welcome to TOM Talk.

Kharis Hagen: [00:01:15] Thank you. Thanks for having me.

Michael Kuentz: [00:01:18] Of course. We’re glad to have you, so you got to, got to tell me a little bit about yourself. So let’s start with, you’ve been with us for how long now?

Kharis Hagen: [00:01:26] Five months.

Michael Kuentz: [00:01:28] Okay

Kharis Hagen: [00:01:28] Yeah, since September.

Michael Kuentz: [00:01:30] And you were out of the North Richland Hills location, is that correct? Yes.  It’s crazy. Todd just keeps hiring all these great people. So I love seeing Matt tell us about what you do for us here at Trinity Oak.

Kharis Hagen: [00:01:45] So my title is Client Concierge. And so really I think the heart of the position is to be that middleman, I think for the clients, at least when it comes to like little questions that they may have or if they don’t know exactly who to get in touch with, or, you know I just. Really reach out to them and see how they’re doing, how their experience has been how we can improve on things. If something didn’t go well or, you know so that’s been kind of a, a fun and interesting position. So yeah, I mean, we’re kind of just building on it as we go and figuring out what works and what doesn’t and it’s been fun.

Michael Kuentz: [00:02:25] I love it. No, I think it’s whenever I talked to Todd about this role, cause as soon as he shared just kind of the framework of it, I went, this is brilliant. This is a great idea. Because it just makes us better. It makes us better through the process. And I love concierge because to me, when I think of concierge, I think of a great experience at a great hotel walk in and it’s like, what can I do for you? And so it’s just so encouraging, and I will tell you you know, you were the first of our client concierge roles, and then we’ve taken that and expanded it even to our corporate location and other branches. We’ve got, we’ve got one of our folks out in Frisco now doing it. And I will tell you, I’m hearing nothing but positive from this. And I think we’re just going to continue to build on it. I’m a big white glove, you know, red carpet, customer service type person.

Kharis Hagen: [00:03:23] Totally.

Michael Kuentz: [00:03:24] And I think, you know, in this day and age, customer service is more of a cliché than a practice. And so I love, love, love to see and hear this from you.

Kharis Hagen: [00:03:35] Mhmm.

Michael Kuentz: [00:03:35] So that’s awesome. So have you, so have you Are there any stories that you’d come away with just experiences and customers you’ve dealt with? Good news, bad news, a little bit of everything.

Kharis Hagen: [00:03:45] Yeah. I thankfully have not had really any negative experiences so far. But I will say, and this was actually when I was out of town a few weeks ago. Amber had reached out and asked me to send a client something. I think his wife was having surgery and we try to find, and little things like that to just, you know, get in touch with the client it’s and stuff. And so I just ordered Tiff’s treats and had it delivered to their place. And I gave him a call ahead of time when I was like, Hey, just letting you know, expect something at your door. And I got a text maybe an hour later and he was like, How did you know that this was her favorite thing? It made her day all the better, like, Oh my gosh, thank you so much. And so sometimes it’s hard. Like when you’re reaching out to a customer you’ve never talked to you before. Like you never really know how it’s going to go and getting interactions. Like that was just, Oh my gosh. Like

Michael Kuentz: [00:04:41] It’s pretty rewarding. Yeah, no, I, I just, yeah. This is. Yeah, I think back about my time here at Trinity Oaks and you know, what I want every employee to know is what you get to do every day. We should always be looking for an opportunity. To meet somebody where they’re at, you know, what’s happening on the other end of the phone can be stressful.

Kharis Hagen: [00:05:07] Mhmm.

Michael Kuentz: [00:05:07] It can be overwhelming, you know, they’re, they don’t understand this process as well as we all understand it. And so to have that calming voice that you bring, but then also to, to be looking for opportunities to just make that experience better I just love what we’re doing here. So that’s great to hear. So Tell me about something that you do better than most people?

Kharis Hagen: [00:05:36] You know, I, I don’t know if I necessarily do it better than most people, but over the last few years in the different jobs that I’ve had, like. When things get really, really stressful, which, you know, it happens. I just feel like that is kind of my time to shine. I don’t know what it is, but it just, like, I put my nose to the grindstone and I like hunker down and I try to stay as level-headed, as I can. And I feel like that really works in my favor. You know, it’s inevitable and but yeah, I feel like I’m more motivated to work harder when things aren’t maybe going as great.

Michael Kuentz: [00:06:16] Wow. That’s, that’s a great attribute. And in the role you’re in, obviously you haven’t, you haven’t seen the other side of the coin yet. You’ve seen a lot of positive things, but as we always know, there’s. There’s going to you can’t please, everybody, even though our goal is to try to do that. So when those times come, you’re going to be very well equipped to to handle them. So that’s, that’s great to hear. I think it takes that kind of mentality to be in the service world. So that’s, that’s terrific. As, as my mentor said, when everybody else goes high, you go low with your voice. Calming, you go more under control. That’s great. So. What is the last goal that you achieved?

Kharis Hagen: [00:06:57] So over like the last few years, especially after college I just, you know, when you’re left on your own to kind of fend for yourself and figure things out I just kind of got on this path of really trying to improve on myself and take care of myself. And so over the last year, really, like I have. Falling in love with fitness. And so that has been a really fun journey. I’ve seen a lot of improvement, not just like physically, but mentally, like I’m just, yeah, it makes all the difference. So obviously it’s still a journey forever a goal really, but yeah, that’s kinda my bigger thing.

Michael Kuentz: [00:07:39] That’s great. Well you know, they say it’s 30 days, I think to break a habit, good, bad or indifferent, but that is really something I think we can all take stock and inventory, especially in a year where, you know, a virus that’s come through, like it has, and you start to think about the people it impacts the most. So health and wellness is so critical and I encourage just myself, our team, everybody to take inventory of that because. Yeah. Are we, are we going out to try to look like, you know, Adonis? No, but what we are trying to do is have a better internal feeling and a better, better mental experience because you’re right it sharpens your saw. And I think that is one of the greatest attributes of, of staying in shape. I did my Peloton this morning as a matter of fact.

Kharis Hagen: [00:08:25] Oh, very nice!

Michael Kuentz: [00:08:26] Very proud of myself. So, yeah.

Kharis Hagen: [00:08:29] That’s awesome!

Michael Kuentz: [00:08:30] So what was the last thing you were really excited about?

Kharis Hagen: [00:08:34] Well recently as of just a few weeks ago, I actually got to go skiing in Colorado.

Michael Kuentz: [00:08:41] Oh, nice.

Kharis Hagen: [00:08:42] And it’s been about 10 years since I’ve skied and I was not great back then, but I actually was pretty impressed at how well I could remember a few things. But yeah, I mean a blast of a trip. So it was. It was loads of fun.

Michael Kuentz: [00:08:56] Where about Colorado?

Kharis Hagen: [00:08:57] Pagosa Springs.

Michael Kuentz: [00:08:59] Oh yeah. Mr. Reynolds just got back from that general area. So that’s great. I gotta, I gotta take the family out there. I keep hearing good things. So that’s awesome.

Kharis Hagen: [00:09:10] Yeah.

Michael Kuentz: [00:09:10] So kind of moving back into the everyday realm of, of the client concierge role. What are some common misconceptions about your job?

Kharis Hagen: [00:09:22] I think, and I, it’s probably due to the fact that it is so new, so people really don’t know. I mean, you hear the name and you could probably think of a few things, but I think a lot of people kind of see me as more of a personal assistant.

Michael Kuentz: [00:09:38] Ok.

Kharis Hagen: [00:09:39] And that, you know, like I said, I think just comes with a lot of newness and not really knowing, but the, I mean, as we’ve talked about, the goal is really to like, love and reach out to clients and make sure that they’re doing well. And that’s really what it’s focused around, you know, just the client experience. And I may do a few things on the side. That’s not.

Michael Kuentz: [00:10:00] Yeah for sure.

Kharis Hagen: [00:10:01] That’s not, you know, The whole job.

Michael Kuentz: [00:10:04] That’s not the entirety. Yeah. Well, Hey, and, and that’s, you know, as I think about the service world, and I think about the business that we’re in, we compete against other independent mortgage bankers. We compete against big banks. We compete against big lenders. Is that our goal to try to. To, to beat or or, you know, win against them. Not necessarily our goal is to provide a great customer experience

Kharis Hagen: [00:10:31] Yep.

Michael Kuentz: [00:10:31] And something that differentiates us from everybody else. And whether it’s how we brand a product in the marketplace or it’s how we just hold their hand throughout the process and love on them because that’s it. We want from the first phone call, whether they come to us or we go to them or it’s through KLTY or, it’s through other lead sources that we’re able to pick that opportunity up and that customer relationship up. We want it to be a good one. And so what I believe you provide. Is you provide certainly the white glove service, but you provide where we can improve too, because you’re able to hear the things that maybe the customers are experiencing, identify that, bring it to Todd, bring it to me and go, Hey, this is a trend that we’re seeing. Let’s do better here or let’s expand on this because it’s really. Doing great things for the customer. So I, I think that that’s right. You were, you were more than a personal assistant. I can certainly speak to that. So that’s great.

Kharis Hagen: [00:11:32] And I, I have a friend who recently bought a house and I was telling her a little bit about what I was doing. And she’s like, man, I just wish so badly that we had somebody like you going through the process. Cause they have tons of questions and they, you know, so. Yeah.

Michael Kuentz: [00:11:49] And if I, if I, my assumption’s, correct. You’re not a mortgage banker, right. You didn’t come from the mortgage industry.

Kharis Hagen: [00:11:56] Right. Yeah.

Michael Kuentz: [00:11:58] And I think there’s some good in that too. And my mentor always talks about there’s no learning in knowing. And so sometimes because you don’t necessarily have 25 years of mortgage banking experience, but you have just a good heart and a willingness to help people being able to take that information in and say, I’ll go find an answer for you.

Kharis Hagen: [00:12:18] Mhmm.

Michael Kuentz: [00:12:20] That means the world to people in a lot of cases. So that’s great to hear.

Kharis Hagen: [00:12:23] Yeah.

Michael Kuentz: [00:12:24] So what’s something you’re looking forward to?

Kharis Hagen: [00:12:28] Something I’m looking forward to spring weather, certainly, which I think we’ve had a little bit of a taste of the last few days, Snowmageddon. So yeah, that’s been, that’s been awesome. And the same time I’ve, I’ve got a couple of weekend getaways. I’m planning with some college friends later on in the year, which is really exciting. And I’m excited about this year, so.

Michael Kuentz: [00:12:52] Good. Well, we’re we’re sure, excited about you and what you’re bringing to the team, what you’re bringing in North Richland Hills and. You know, we, we want to help you continue to grow and develop in your career here and and look forward to that growth and development too. So Kharis, thank you for being a part of TOM Talk today and we’ll we’ll talk soon.

Kharis Hagen: [00:13:11] Sounds good. Thanks for having me.

Michael Kuentz: [00:13:22] You bet. Take care.

END OF TRANSCRIPT

Here at Trinity Oaks Mortgage we love being your lender! When dealing with your home financing, we are not only working with one of your largest personal financial investments; we also are handling one of your biggest dreams. Since we work with matters so close to the heart, we serve you from ours. Contact one of our loan advisors today – click here.

Connect with us on Facebook, Twitter, Instagram or Youtube.

The post TOM Talk Episode Four appeared first on Trinity Oaks Mortgage.

We are so excited for TOM Talk Episode Three! Our President, Michael Kuentz interviews our Crowley Branch Manager – Amanda Benton. Watch below – transcript added for ADA. We hope you’ll share these videos with your friends and tune in to learn more about our company and employees!

Transcript (Speakers: [MK] Michael Kuentz, [AB] Amanda Benton)

(00:00-00:05): Words on screen; TOM TALK – POWERED BY TRINITY OAKS MORTGAGE

(00:05-00:23): AB – For me, it’s, you know, it’s the crowns. It is the legacy. What am I leaving behind? With you know, you know, every morning I pray that the Lord leads me to his people and he aligns me for his assignment.

(00:23-00:28): Words on screen; TOM TALK – Let’s Talk with… Amanda Benton

(00:28-01:05): MK – Hey, TOM family, happy Friday to all! I’m excited today because I get the opportunity to speak with Amanda Benton. For some of you who have not had the privilege of meeting Amanda, she is our branch manager in Crowley, and, just a few short miles away from me over here in Aledo. And unfortunately, we don’t get to see each other as much as we’d like, but, she continues to just do wonderful things out in the Crowley community and serving that community and her and her husband serving the Lord. And we’re just blessed to have Amanda. Amanda. Welcome.

(01:04-01:07): AB – Woo! Thank you for having me!

(01:07-01:13): MK – You’re welcome. You’re welcome. So how long have you been with, Trinity Oaks Mortgage?

(01:13-01:19): Almost three years. My anniversary is actually coming up on the 26th.

(01:20-01:27): MK – Good. I’ll make sure, and, I’ll make sure and send out a great, a great big celebration.

(01:27-01:27): AB – Thank you.

(01:27-01:44): MK – You’re welcome. So, let’s kind of bounce around a little bit. I want to learn all about you, but most importantly, I want the Tom family and the community to learn about Amanda. So, what is your greatest career accomplishment?

(01:46-03:18): AB – And that that’s a really hard question. Because there are so many that it’s like, what’s the greatest, it, it’s really hard to pick just one. I feel like it for me, like, probably it’s coming here. It was really, that was when my world changed. I’ve been, I’ve done this for 21 years, maybe 22. And everywhere I’ve been, you know, I’ve always worked for all the big banks. You know, I’ve worked for Wells Fargo, Chase Bank, Bank of America, Capital One, Citi Bank. But I was never able to, it was like living a double life. You know, compare, you know, when you went to work, you know, it was almost politically correct. And then you go home and then you have a home life. And since I’ve been here, my world is just, it is like night and day. It is like family here, within my own space, but also with the company as well, you know, it’s just, it was really starting TOM. And I used to actually pray every time I would pass the John Houston sign that is at the end of my street of my house. Every time I would pass it, I was like, man, I’m going to work with that guy one day. And the Lord literally brought me right here.

(03:18-04:20): MK – Yeah. I always, I try to. Every chance I get, because people ask the same thing is, you know, what brought you there? And obviously God brought me here, but for the first time in my life where, cause I worked for some of those big places, right. Those big brand names and, you know, having an equally yoked personal and business life is so unheard of, for a Christian walk and, you know, John and Tracy afford that opportunity for us to be safe in our walk with Christ. And, so it’s just an honor. I agree with you. This is a, an amazing place both professionally and personally. So, so tell me about. So that’s, that’s how you got here. That’s, that’s you being a part of this family, but tell me about a big mistake. That you know, has occurred in your life, how you dealt with it and really what you learned from that experience?

(04:20-07:08): AB – Well, I’ve made a lot of them and I think I’ve learned. I think I’ve learned more from my mistakes than I do from, you know, from not, probably one of the big ones that stands out was last year. We have a lot of people that are always coming in and trying to bring cookies or lunch or whatever. Right. You know, cause I got a big real estate team around me also.  and our title company brought in lunch one day and. I was like the last one to get in there and eat. So, they were already eaten. We had a room full of people and, and I ran in there, hurried up and grabbed me a plate. And then my phone rang as soon as, and I’ve been waiting for this call and expecting this call, but it rang like as soon as I put some food in my mouth. Right. And, I tried to hurry up and swallow and get the call. Cause I didn’t want to miss this guy. And I like choked so bad. Like they had to do Heimlich maneuver on me. Like I turned blue, like it, it was like a scary experience too. And, and you know, that was the scary part with it. But, you know, obviously I’ve made it through or whatever. And then, I called my husband, like as soon as it happened and I’m like, babe, I almost died today. I just want to tell you, I love you. He does like kind of thing. And he’s like, you know, he’s not like, how are you? Are you okay? You know, I didn’t get any of that kind of response. You know, his initial response was – who prayed over the food? And I was like, I was the last one in to eat. I, I really, it hadn’t crossed my mind yet. You know, I’m still getting over with the experience of choking. Right. And he’s like, who prayed over the food. And then he literally makes me put him on speaker and like do a video call and he makes me go around and ask who prayed over the food. And. Everybody, you know, like we just had the rah rah, the title company introduced them. No one had actually prayed over the food and he immediately went into prayer. And rebuked, you know, the experience and all this stuff, and thank you for our meal. And, and I was like, I was just repenting right then. And then, you know, my husband, “I have an irritating way of being right.” And I’m like, of course you do?

(07:08-07:13): MK – So, I love your husband. He’s a good man of God.

(07:13-07:15): AB – I pray now, for sure.

(07:16-07:40): MK – That was good stuff. So, Yeah, I believe we can all learn something there. God is good to us, not just for a few minutes in the morning and a few minutes before we go to bed. He’s good throughout the day and we need to be thanking him, especially when it comes to sitting down and having a meal. So that’s great. How do you evaluate success in your life?

(01:27-09:05): AB – Man. For me, it’s, you know, it’s the crowns. It is the legacy. What am I leaving behind with? You know, you know, every morning I pray that the Lord leads me to his people, and he aligns me for his assignment. And. You know, every day, you know, like I walked into this office two days ago and I had so many things planned for my day. And I had three people in the waiting room that I was not expecting. It was the whole day like that. I had people come in to see me that were not planned from nine o’clock in the morning until 9:30 that night, I was all day long. And it’s just. You know, what kind of legacy am I leaving with every person, you know, for me success, you know, the money with this career, you know, a lot of people measure their success by money. And I just feel like that is, like a bonus. It’s a side effect to what we get to do, and we get to bless others, you know, through our walk. But for me it truly is, It’s it. What kind of impact am I making?

(09:05-09:44): MK – Yeah. You know, that’s a good reminder because, you know, I, I know we never liked to have to go to funerals and, and, and, but when you start to hear about the legacy that people left, I always take inventory at that point, start to see, okay, how am I making a difference in people’s lives? What value am I injecting into their lives? Versus, you know, life giving versus life taking. And so, it’s good, Amanda, that’s a good way to, to think about it. So, tell me about a time where you went over and above the call of duty to get the job done.

(09:44-01:44): AB – Well, I, I, I do it every day. I would have to say.

(09:52-09:52): MK – That’s right.

(09:52-01:44): AB – Probably the one, you know, one that sticks out. His last month at month end, which feels like it was yesterday. Cause our time goes by so fast in this career. Last month, like the day before closing. I always call him pre-close all my buyers and make sure that they know all the important stuff that. They should know before they ever walk in the door, called pre closer, you know, pump her up, get her excited, you know, never know if the title company is going to let you go to a closing anymore. So, you know, I get ’em all cheered up and ready to go, get off the phone. Everything’s good. And she’s an executive at a large company. Hour later, this is the day before the last day of the month to close later, we get a hit that they opened up a new account.

(10:48-10:48): MK – Yep.

(01:27-11:22): AB – And I’m like, Oh, that’s nice. Okay. And I call and ask about it and she did not know anything about it. And she calls her husband on three-way and puts him into the call. And he was like, I only called to, to. Be ready to buy the fridge for after the closing, but not, I didn’t do anything wrong, Amanda. I was like, Oh, I wish it was that easy. Hahaha. So.

(11:22-011:22): MK – Yep.

(11:22-11:32): AB – You know, we go, we actually, you know, this is the beautiful part of our, our job here in our career here that we, we went into prayer immediately.

(11:32-11:32): MK – Good for you.

(11:32-11:40): AB – Lord make a way, you know, it. You know, her house was already going to be rented. Like she was already in temporary housing.

(11:40-01:44): MK – Wheels were in motion. Yep.

(01:27-12:18): AB – A U-Haul. The whole bit. And, she, three hours later, she’s on the phone trying to get an account number so we can get a credit supplement to get her credit updated and no bueno. And you know, she calls me back in tears. Doesn’t know what she’s going to do. You know, it’s, it’s, it’s working on one, two o’clock in the afternoon at this point. And I’m like, this is not looking so good. And I just, the Lord hit me. I used to work for that bank. And I know a guy.

(12:18-12:22): MK – Wow. Not what you know, not what you know.

(12:22-13:14): AB – Okay. But she could not get her own account number. I was like, I just need the account number. And so, I called my friend and I got what I needed and we were able to get her credit updated with all three agencies. Get it back, get it signed off on, you know, our. Our underwriting team and my processor. I mean, Laura Glenn and Erica. I mean, it, it just couldn’t have worked out any better. It, we didn’t skip a beat. We didn’t change our closing time. I mean, we all looked like rock stars and. It was showing up and showing off is exactly what just happened. It was just, I think it was one of the moments where the Lord winks at you and says, yeah, I still got it.

(13:14-13:31): MK – I love those moments, those are some of the best. So, that’s, that’s actually a really good segue to my final question for you. You could write a book about your life.  what would the title be and why?

(13:31-14:18): AB – Hmm. You know, it’s funny that, you’re asking that we, you know, did my office, and even at my church, we always do, kind of goals for the year. And that was one of the things that we had said this year is like, if you had a book, what would it be? And I’ve actually added a little bit to mind since then.  but I started this year with, treat them with honor. And you know, as the years went on, it’s in, don’t give up, never give up. Because sometimes you do have to keep treating them with honor. Even whenever your mind, your flesh tells you, you know, even when you have to fight it.

(14:19-14:19): MK – That’s good.

(14:20-14:41): AB – But, you know, everything we go through is, is our, you know, our history is really his story. And it’s, you know, treating them with honor. Like, I remember that every day, because it’s every day, it’s just a, what do you got in store for me today? Lord.

(14:42-14:50): MK – That’s a good way to live life right there. I would love for that to spread like wildfire and.

(14:50-14:52): AB – It’s actually my shirt. You see?

(14:52-14:55): MK – Love it! Yes. Not on my watch.

(14:55-14:56): AB – Not on my watch buddy.

(14:56-14:58): MK – That’s great. Well.

(14:58-14:59): AB – It’s actually a ministry.

(15:00-15:01): MK – Is it really? That’s awesome.

(15:01-15:16): AB – Yeah. That’s, that’s what we do. We, we give with every loan that I do, we give to The Answer International.  And it’s, you know, we are the answer.

(15:16-15:17): MK – The hands and feet.

(15:18-15:20): AB – Mhmm. Yeah. Good stuff.

(15:21-15:29): MK – Well, I see that you have, a little Valentine’s Day there. It looks like so happy early Valentine’s day.

(15:29-15:29): AB – Yeah.

(15:30-15:50): MK – At least that’s what it looks like. So, you and John enjoy that time together and Amanda, thank you. Thank you for doing this with me, but also just thank you for loving the Lord. Thank you for loving the TOM family, the JH Family of Companies, and I’m just excited for what God has in store for you and what God has in store for this company.

(15:50-15:50): AB – Yeah.

(15:50-15:55): MK – Yeah, we just need to keep trusting in everything He’s got in store and everything will just be fine.

(15:55-15:56): AB – Everyday, man.

(15:56-15:58): MK – All right. Thank you, Amanda. Take care.

(01:27-01:44): AB – Happy Valentines to you too. And the team.

(16:03-16:03): MK – Thank you.

(16:03-16:06): AB – Y’all come out to Crowley. Anytime.

(16:06-16:08): MK – Come on. Come West.

(16:08-16:08): AB – Yes.

(16:09-16:09): MK – Take care.

(16:10-16:13): Words on screen; TOM TALK – POWERED BY TRINITY OAKS MORTGAGE

(16:13-16:17): Words on screen; Thanks for watching! Connect with us on Facebook, Twitter, Instagram, and YouTube.

END OF TRANSCRIPT

Here at Trinity Oaks Mortgage we love being your lender! When dealing with your home financing, we are not only working with one of your largest personal financial investments; we also are handling one of your biggest dreams. Since we work with matters so close to the heart, we serve you from ours. Contact one of our loan advisors today – click here.

Connect with us on Facebook, Twitter, Instagram or Youtube.

The post TOM Talk Episode Three appeared first on Trinity Oaks Mortgage.

We are so excited for TOM Talk Episode Two! Our President, Michael Kuentz interviews our General Manager – Marci Webb. Watch below – transcript added for ADA. We hope you’ll share these videos with your friends and tune in to learn more about our company and employees!

Transcript (Speakers: [MK] Michael Kuentz – President, [MW] Marci Webb)

(00:00-00:05): Words on screen; TOM TALK – POWERED BY TRINITY OAKS MORTGAGE

(00:05-00:46): MK – You know, I want to spend so much more time this year, getting back to reaching people and through reaching people, this business we’ll keep doing what we know God has intended for it to do.  I do feel like we, we got busy being busy again and in the virtual world that we’re in now.  we can still, God can still do amazing things and he can,  not only reach our employees, reach vendors, reach people that show up on LinkedIn and go, who is this company again? What are they doing?

(00:46-00:51): Words on screen; TOM TALK – Let’s Talk with… Marci Webb

(00:52-01:38): MK – Hey, TOM (Trinity Oaks Mortgage) Family.  Welcome to our second edition of  TOM Talk. And today, we all have the privilege of getting to know Marci Webb just a little bit better. I have had the pleasure and joy of being able to work with Marci now for almost two years. And I can tell you, there are special people in this company. But she is definitely at the top of my list in terms of special people. Her heart is just as big as gold and, she wants nothing but success for Trinity Oaks, for the JH Family of Companies and really her heart is to reach people. And so we’re just blessed to have Marci today on the call. Marci. Welcome.

(01:39-01:43): MW – Thank you so much, Michael. It’s a joy to be here.

(01:43-01:56): MK – Terrific. So. Yeah, we’ll just kind of go all over the map a little bit.

(01:48-01:48): MW – Sure.

(01:49-01:55): MK – And, but let’s start with a real easy one. How long have you been with Trinity Oaks Mortgage?

(01:56-02:15): MW – Four and a half years.  Trinity Oaks Mortgage opened its doors in March. Five years ago. And I came along the following August. So, we were brand spanking new when I came in the door and, have been working for the kingdom ever since.

(02:16-02:46): MK – Yeah. So, you got to see it when it was itsy bitsy. And now, now we look at us,  gosh, it’ll be five years, I guess, coming up here soon. And we are, gosh, we did, you know, almost $400 million last year in production. You know, our giving to the kingdom was just, through the roof. God’s blessing there, come a long way in a very short amount of time. Haven’t we?

(02:46-04:33): MW – It’s amazing to think. It’s such a God story. How I landed at Trinity Oaks to begin with. I was brought on board with absolutely no mortgage experience whatsoever.
35 plus years in human resources. And, I’m very good friends with Christine Walton and then even better friends with her parents. And I remember being at her parents’ house for dinner, and she was telling me about this brand new company that she was thinking about going to work for. And they were really Christ centered and I specifically remember her saying, “and they even give bibles after the closing.” And so fast forward, she reached out to me and said, we’re looking for the compliance person. And I said, well, Christine, you realize, you know, I have no mortgage experience at all. And she said, we’re looking for the right kind of people and we’re going to train you. And so after several more disclaimers, I came on board without ever interviewing with anybody and there were about 12 of us. And of the 12 of us, six were sitting in one room, almost literally shoulder to shoulder. And I remember the first month that I was there, I believe we sent out 21 Bibles to our customers, and fast forward to now, it’s been absolutely a joy to watch. Trinity Oaks just thrives as we continue to be obedient, as we continue to all do whatever it takes. And I’m kind of one of those, whatever, do whatever it takes kind of people. So I’ve done everything. Including emptying the trash. I mean, you know, whatever needs to happen to make this company grow is why I get up in the morning.

(04:33-05:17): MK – Yeah. And I can, I’m a witness to that. I have seen you roll up your sleeves, you know, I call you the get it done, girl, cause you really can. You find a way, no matter what the task is and you truly try to learn it. And so that, that we, as a company are protected. I can’t thank you enough because through this growth period, you know, as the general manager, but then also as a part of our compliance team,  you’ve had to wear many hats. You’ve had to do many things from licensing to ordering stuff for the office to handling, you know, some of our credit card charges too.

(05:17-05:17): MW – Yeah.

(05:17-05:31): MK – To talking with our compliance attorney. So you really do a little bit of everything. What is, what is one thing that you are currently trying to make a habit out of?

(05:37-06:39): MW – On a personal level? I’m trying to, redouble my efforts to memorize scripture. I have kind of fallen by the wayside on that habit, to be honest with you. And then I realized that, that was not where I wanted to be. So, I’ve been making an effort to memorize scripture, not just, Oh, I know that’s somewhere Philippians, but to actually know where it is and the context of it and then commit it to memory.  It’s kind of arrows in my quiver for throughout the day. If I lose my focus or lose my joy, I can pull one of those out and say it to myself and contemplate on it. And, that’s really something that I strive to do regularly. It’s not, not always easy. I find myself I’m getting the gist of it, but not necessarily all the words, but I’m on the right track.

(06:39-07:11): MK – Yeah. And, and that’s the great thing about our relationship with God too. Is,  you know, when we, as a company have a mission to reach people for Christ,  because of your faithfulness to that, wanting to commit yourself to that, when those opportunities present themselves, where you can share your heart or share the good news of Christ. He’ll provide you with the exact scripture and you’ll be prepared. So that’s an awesome habit, that I pray for you on this year.

(07:11-07:11): MW – Thank you.

(07:11-07:15): MK – So what energizes you outside of work?

(07:16-08:53): MW – Well, several things. Primarily my, focus in life, if you will, is to try to bring joy. Whether that be by helping somebody, whether that be by making them smile, giving them a helping hand.  I would love to know that when my time on earth comes to an end, that people associate me with, with joy. So that’s the overall mission. And, on a personal level, I have a weekly virtual Bible study with my ladies at church, and that energizes me just to keep me connected and focused. I’ve also started, this has kind of been interrupted by COVID. But, once a week, I have dinner with someone in my life with whom I don’t want to lose contact. Whether it be a college roommate, a childhood friend, a brother-in-law, my sister’s widowed husband. Whoever it is, I just rotate, and just try to keep in contact with those people, just so that I don’t lose them in my life and that I’m able to spread joy to them. And of course, lastly, but certainly, certainly not at least is my family.  They are, you know, the fact that I’m a mom, is the reason I’m here on earth. My husband and I have been married 33 years, so we have a wonderful loving family home. And that also energizes me.

(08:53-09:14): MK – Awesome. So good. So, you’ve worn many hats inside the organization. I know that you have goals and desires to really start to narrow that focus. So, talk to me about some professional goals this year.

(07:16-10:06): MW – Right now, I am, deeply in the midst of obtaining my mortgage compliance professional level one. And, that is something that I’d like to finish in 2021, so that I can then begin level two. It’s something that benefits the company, certainly, but it also benefits me because it gives me a greater context of what I’m doing for compliance. It’s giving me a lot of background education that I didn’t come with, and it makes me feel accomplished to get through those modules and move on to the next one. So I’m trying to narrow my focus to compliance. Although, I will always be the person that does whatever. But, I would like to improve my skills in the compliance field.

(10:06-10:33): MK – Well, that is an, I think that is, news and noteworthy for everybody that, that will hear this message is you’re investing in yourself. You’re sharpening your saw if you will. I think that’s great. I think, I think we need to be constantly looking at our trade and the skills that is required to be better at that trade. So what drives you?

(10:37-11:36): MW – I want to be a part of a team that is doing the right things. At all times. And I found that in Trinity Oaks. I want nothing more than to see this company succeed. I’ve literally  put, blood, sweat and tears into it, like many, many people. So, every day that I come to work, I want to learn how to do something better. Learn how to do something more efficiently.  You know, reach out to someone. I’m kind of a behind the scenes person. So, I don’t often interact with customers, but when I do have the chance to do that, I want them to have a great experience. So, that’s what drives me on a professional level. And of course, on a personal level, it’s to do what we do professionally, and that is to reach people for Christ and give to the kingdom. Whether that, that pretty much sums it up both personally and professionally.

(11:36-11:43): MK – That’s good. Good stuff. So, if you could snap your fingers and become an expert in something, what would it be?

(11:48-12:24): MW – The obvious answer is the Bible. But that’s actually more of a quest that I’m enjoying learning about. If I could snap my fingers and be an expert, it would definitely be mortgage law. Because, oh my goodness, there is so much to learn and it’s ever changing and which is what keeps it interesting. But, it would benefit everyone if I could snap my fingers and be a mortgage law expert. But, short of that, that’s why I keep striving. But, yeah, that’s, that would be wonderful to be able to do that.

(12:24-12:41): MK – Yeah. I think everybody that’s in this business and you as someone who, you know, didn’t know mortgage at all to now four and a half years later, you’ve been in this business.
I’ve been in this business for 22 – 23 years, if not a day, that I’m not learning something.

(12:41-12:41): MW – Right.

(12:42-13:41): MK – And I think that’s the joy of this industry is that it’s ever changing. But, you know, at the end of it all, we’re serving a pretty great purpose and that is helping people realize their American dream. So, Marci. You’re a joy to work with. You’re a joy to have on this team. I know that there’s so many people on this call that know that to be true. And hopefully those that haven’t had the pleasure of, of, getting to know you personally, feel a little bit more of what we all get to feel on a regular basis. So, I want to thank you for everything you do for Trinity Oaks, the (JH) Family of Companies, for individuals within the four walls of this company every day. And even though you don’t necessarily talk to customers, because you are such a great partner, throughout the organization that love is felt then by the customer for what you show to people internally. So, thank you.

(13:41-13:52): MW – Thank you Michael. It is my honor and privilege to be here. And, I just look forward to every day where we get the chance to work together and it’s a blessing to be led by you. So thank you very much.

(13:52-13:54): MK –Awesome. All right. Thanks Marci.

(13:54-13:55): MW – You bet.

(13:55-14:00): Words on screen; Thanks for watching! Connect with us on Facebook, Twitter, Instagram, and YouTube.

END OF TRANSCRIPT

Here at Trinity Oaks Mortgage we love being your lender! When dealing with your home financing, we are not only working with one of your largest personal financial investments; we also are handling one of your biggest dreams. Since we work with matters so close to the heart, we serve you from ours. Contact one of our loan advisors today – click here.

Connect with us on Facebook, Twitter, Instagram or Youtube.

The post TOM Talk Episode Two appeared first on Trinity Oaks Mortgage.

We are so excited for TOM Talk Episode One! Our President, Michael Kuentz interviews one of our amazing loan advisors at our Red Oak Branch, Matt Bassett. Watch below – transcript added for ADA. We hope you’ll share these videos with your friends and tune in to learn more about our company and employees!

Transcript (Speakers: [MK] Michael Kuentz – President, [MB] Matt Bassett)

(00:00-00:05): Words on screen; TOM TALK – POWERED BY TRINITY OAKS MORTGAGE

(00:05-00:10): Words on screen; TOM TALK – LET’S TALK WITH… Matt Bassett

(00:10-00:38): MK – Well, Hey Tom family! Happy 2021. I’m excited about what 2021 is going to hold for this group. I’m excited about what we did in 2020. You guys were amazing and in an unprecedented year you came and you stepped up and you delivered. You delivered for the family of companies. You delivered for yourselves and met a lot of your personal goals, but you delivered for our customers.

(00:39-01:27): MK – And that’s quite an accomplishment. Our goal of reaching people for Christ and giving to the kingdom is job one. That’s our number one mission. And you guys absolutely held up your end of the bargain. So thank you very much. You know, I’m excited about this communication plan that we’ve got going on. You know, you should have received yesterday, the email from our marketing team who does just an amazing job, but, this is going to be a great opportunity, to get to know our employee base, you know, it’s an opportunity for me to get to know some of them better and some of you better. But, ultimately we’re in a different world. Obviously we’re more virtual than we’ve ever been. And, and to see, to see the faces with the names that we hear about on a regular basis is what I really want to accomplish through this.

(01:28-01:51): MK – So, this should be a lot of fun and really to kick things off. I’m excited to welcome Matt Bassett to the hot seat. I don’t want to call it the hot seat. It’s the fun seat, but Matt, welcome, man. Thank you for, for being our first employee interview through the Tom Talk Communication plan.

(01:52-02:01): MB – Man, I’m excited. I feel like, you know, I’m on a game show pretty much. You know, hopefully I can meet expectations on this great venture for this!

(02:02-02:25): MK – I think you’ll succeed, and your life’s a game show for you sometimes. So you’re always keeping us, you’re keeping all of us on our toes as I know too well. And possibly even Christine Walton knows too well, judging by some of the videos. But, hey, turning attention really to you. Why do you believe that Trinity Oaks Mortgage is different than other mortgage companies out there?

(02:26-03:35): MB – I mean, in complete honesty. I think that we treat our customers as customers. So, it’s not in the sense of, they’re just another number, basically, you know, not another tally on the Mark or anything like that. They are basically almost, that best way to explain it is, we treat them as if they’re family to us. You know, we send a keepsake family Bible to them. I mean, the countless number of customers who send me texts, emails, or phone calls, just how grateful they are for that. And how that next family Christmas, you know, they’re going to have that laid out for them, for their family to see. And so, I mean, I think, you know, we’re not just trying to touch their lives. You know, financially, obviously, which is our job, but we want to touch their lives personally as well. And as John Houston’s motto is literally build lifelong relationships with them. I mean, I’ve had one customer, I think I’ve done like four or five, either Purchases or Refi’s with. And so something like that just, it makes you feel good on the inside and makes you feel like, you know, hopefully I’ve made an impact on their lives and maybe I’ll do four or five more with them.

(03:36-03:58): MK – That’s good. Now, I just got a letter today from another one of our customers that was thanking us for remembering them with the family heirloom Bible and said that each time they read it, they’re going to remember our generosity and that’s just important and makes my heart happy. How’d you get in this business? How’d you get in the mortgage business.

(03:59-05:13): MB – So I actually worked at John Houston before this. I started at John Houston when I was a senior in college. I was a superintendent, believe it or not. And that was a very, very stressful job. When you’re a senior in college, it was, it was hard. And then I spoke to Chad (Chad Miles), who’s the CFO over there and you know, and when I graduated, I started as a financial analyst. I love the company. It was just, felt like home. And then whenever TOM (Trinity Oaks Mortgage) started, I was actually working the payroll and just miscellaneous invoices to the accounting system for TOM, and the president at the time came to me, was like, Hey, I think you’d be a good fit. I’ve known him for a while. I knew him for awhile. I was like, you know, we just had a baby. There’s a lot, that’s a big jump. And so we just put our trust in God and we said, let’s do it. And we took the jump. Definitely, obviously when you’re going from a salary position, two commission based, I mean, yeah. That, you know, there’s, there could be some scariness on that. But, luckily we had, you know, great leaders, in the company, great employees who helped me, taught me and the proper way and everything like that. And I mean, it’s been a blessing, honestly.

(05:14-05:47): MK – Yeah, man. There’s, for those of you and for those on the call that have experienced going and taking that leap from the comfort of salary, into the, you know, the eat what you kill type situation. It can be, it can be a leap. And so I commend you for, for taking that, but putting your trust in God throughout that process. That’s great, Matt. All right, so 2021 is here. You had a great 2020. What’s one of your personal and/or professional goals for this year?

(05:48-07:09): MB – I think honestly, personal and professional. So professional, would be to exceed what I did last year, by at least two or three million. So, we had a great year last year. I think with, you know, everything with COVID, refinance boom, everybody knows about that. And so is that going to happen in 2021? We don’t know. We hope so, obviously. But, I think that just, you know, I think a two or three million would be good jump. Probably put me at about 160 loans or 150 loans for the year. So, that’s a lot of people that, you know, we can touch and, you know, hopefully make a difference and build a continuous relationship off of. Personal goal. I would love to lose 15 pounds. That would be nice. You know, I mean, I feel like COVID definitely did a number on me. So, but, you know, I have, you know, with a 10 month old, I have the excuse – a 10 month old and a five year old, but I have with a 10 month old, I can have the excuse of the Dadbod. That’s okay. I can still, you know, still use that. So, you know, lose about 10-15 pounds would be nice, just healthy weight. Maybe not go to McDonald’s as much during the day would be good too. But just, just a little healthier lifestyle basically would be the best way to say it.

(07:10-08:03): MK – I agree with you. I’m also on that, on that journey to lose a little bit. But, I liked the way when you talk about your goals, how you specifically talk about the number and the units where you want to be. I think that’s great counsel for anybody out there, that’s setting your goals. It can’t be a wish. Can’t be a dream. It needs to be, you know, something that you’re really writing down and holding yourself accountable to. So. Ah, Matt, I wish you the very best in that venture too. And so does the company. We want to see do very well because that does reach more people for Christ and that’s our mission. So that’s awesome. So I guess on your, on your journey, you know, you’d come across a lot of, folks that have been influential in your life, but you know, who has influenced you the most when it comes to how you approach your day to day at Trinity Oaks?

(08:04-09:50): MB – So there’s two answers on that. Both will be from a more of a business perspective, I guess. Outside the company would be my Mom. She was very successful in the corporate world and she kind of laid the stepping stones for me, you know, from a young age, basically how to approach business. And pushed me to be the best I can in everything. And so, obviously, there’s been times where we get in disagreements, but she is a very, very, very smart individual and I strive to hopefully be as successful as she was, in the business world. I mean, she definitely. She definitely pushed me when I was younger and to be as successful as possible. And I’m very grateful for that. Within the company, and I’m sure many employees would agree with me on this. Daniel Campa has pushed me to be the best loan officer possible. He is there for moral support. He is there for personal support. He’s there for businesses support. It doesn’t matter. I mean he gives 150% every single day. He will answer your phone call or text message, no matter what he’s doing, even if he is literally just bogged down and just buried, he will put us first. And I think that is definitely the definition of a servant leader, basically. Yeah, I hope one day. Yeah. I hope one day, honestly, I can, you know, develop the same CLT has. You know, he’s definitely somebody I’m trying to model off of. He’s been in business a lot longer than me, but I think, you know, he’s definitely somebody who has been a good role model to other loan officers as well.

(09:51-10:27): MK – Yeah. You know, it, when we talk about our, our family, we hear the saying that the Apple may not fall too far from the tree. Well, I can, I can say that, you know, what Daniel is doing for you all within the Red Oak branch is, is tremendous because he’s definitely taking pieces of who he is spreading that out to the team and it shows in the output. So I agree with you. He’s, he’s quite a, he’s quite an example of leadership. So what’s the biggest misconception that people have about the loan officer position?

(10:28-11:04): MB – So that’s kind of a funny question. It depends on who you ask. If you ask my five-year-old daughter, she thinks that for a living, I roll pens all day. So I don’t know what that means. And I don’t even have pens around me most of the time. So, but hopefully I’m making a bigger impact than that on her life. But she’s actually a very, very smart little girl. And so she will sometimes sit with me when I stay home and we’ll work together and everything like that. So maybe we’ll have another loan officer in the TOM family, you know, 15 years down the line.

(11:05-11:08): MK –It’s never too early to to recruit. It’s never too early.

(11:09-11:21): MB – So I’m saying, I’ll have her, I’ll have her start her resume now. And we’ll just update it every year. Basically we’ve already got, we’ve already got the Fannie Mae guidelines. We have it on tape. So when she goes to sleep every night, they’re just replaying in their head basically.

(11:21-11:22): MK – Just playing.

(11:22-12:41): MB – Playing and playing and playing. But I think, more from a customer perspective,  a lot of people think that we’re, you know, sometimes we’re just the eight to five basically company or, job position basically. When really honestly, you know, we try to be there for the customer 24/7. Weekends, after five, and everything like that. Obviously, you know, there’s family situations where we can’t. But you know, the biggest goal is to go above and beyond and above and beyond is beyond 5 o’clock basically working. So, I think, you know, we’re just, we’re not a normal hourly basically job, is best way to explain it. And I think, you know, customers, you know, they appreciate the extra mile where if it’s 8:30 o’clock and they send you a text message or something like that. And you respond, they’re like, Whoa, that’s, you know, that’s, I wasn’t expecting a text messages until the next morning, basically back. And they truly appreciate that. I believe. And that kind of just all separates us from other mortgage companies where, you know, sometimes you may or may not even a person, a loan officer may not even give you their personal cell phone to text or anything. So I think that’s definitely a separator between us and other companies as well.

(12:41-12:48): MK – And I think that is, you know, you’re, you’re living up to what you talked about with John (John Houston) and that’s building lifelong relationships.

(12:48-12:48): MB – Mhmm.

(12:49-12:48): MK – So that’s very good. Obviously there’s the balance, right? We need to be. dads and husbands and brothers and sons and all of that too, but obviously we want to, to serve our customers too. So I appreciate that.

(13:05-13:05): MB – Sure.

(13:05-13:13): MK – So what’s a random fact about you that most people do not know. Remember this is G Rated.

(13:13-14:02): MB – So, this (laugh) this a hard one. So I mean if, honestly, actually, if you know me, a lot of people who know me. I’m pretty open about everything. So I got to say, I had to think of stuff that maybe a lot of people didn’t know about me. So, one is, I mean, I guess the best way to think about that, you know, fun is essentially, I have my dual citizenship. So, I’m a citizen of Canada and the United States. My dad was born in Canada. All my family is from Canada, except for my mom. She’s from New York, upstate New York. So yeah, I mean, I’m definitely, if anything happens to me in the United States, you know, I can go up to Canada, eh,  get my maple syrup and, you know, see all my family up there. So, yeah.

(14:02-14:04): MK – That is a fun fact.

(14:04-14:21): MB – Yeah you know, they all actually, you know, some of them actually harvest their own maple syrup from their trees and they ship it down to us. And so it’s actually, I look forward to it every Christmas. So this it’s the best maple syrup. I mean, we’ve got some true Canadians in our family up there, so.

(14:21-14:45): MK – That is awesome. Well, Hey Matt, we appreciate you. We appreciate what you do for this company. We appreciate the fact that you live out our core values daily. You keep us on our toes. You make you make work fun and, I wish you the very best this year in 2021. In your personal goals, your professional goals. And just all the great things you’re going to do for us. So thank you for your time today, buddy.

(14:46-15:15): MB – I appreciate that, Michael. And I appreciate you guys having me. Last thing is, I just want to say that. You know, I really do love this company. I think we do make a big difference. And,  just the appreciation you guys have for us. I mean, a lot of times we, you know, either loan officers or just higher up individuals in the company will go above and beyond for us. And we don’t even know about what’s going on on the back end. So, just thank you guys for everything.

(15:15-15:21): MK – You’re welcome. All right, buddy. Have a great rest of your week and weekend and, good luck to you.

(15:21-15:23): MB – I appreciate it. Thank you sir.

(15:23-15:24): MK – Okay, bye.

(15:25-15:30): Words on screen; TOM TALK – POWERED BY TRINITY OAKS MORTGAGE

(15:35-15:35): Words on screen; Thanks for watching! Connect with us on Facebook, Twitter, Instagram, and YouTube.

END OF TRANSCRIPT

Here at Trinity Oaks Mortgage we love being your lender! When dealing with your home financing, we are not only working with one of your largest personal financial investments; we also are handling one of your biggest dreams. Since we work with matters so close to the heart, we serve you from ours. Contact one of our loan advisors today – click here.

Connect with us on Facebook, Twitter, Instagram or Youtube.

The post TOM Talk Episode One appeared first on Trinity Oaks Mortgage.

We are so excited to introduce a new video series: TOM Talk: Powered by Trinity Oaks Mortgage. Our vision is to show our community and customers a glimpse of the TOM culture at work.

We hope you’ll share these videos with your friends and tune in to learn more about our company and employees!

Twice a month, we’ll share TOM Talk videos over various topics relating to mortgage. A majority of the videos will be in depth employee interviews that show our character, culture and core values. We are so proud of the community we have built over the years at Trinity Oaks Mortgage.

Who We Are

Our mission is to reach people for Christ and give back to the Kingdom. We are strategic about who we have join our team with regards to how they hold our core values and culture. Our core values are Generous Love, Honest Communication, 2nd Mile Service, and Relentless Pursuit of Excellence.

From the time you begin the application, our objective is to uncover your financial goals and create a home buying experience that is easy to understand and tailored specifically to your home financing needs. While we have a well-earned reputation in providing support for our customers through all stages of the home buying process, we continually strive to build lifelong relationships that last well beyond the funding of your dream home.

The Bottom Line

Here at Trinity Oaks Mortgage we love being your lender! When dealing with your home financing, we are not only working with one of your largest personal financial investments; we also are handling one of your biggest dreams. Since we work with matters so close to the heart, we serve you from ours. Contact one of our loan advisors today – click here.

Connect with us on Facebook, Twitter, Instagram or Youtube.

The post Introducing TOM Talk! appeared first on Trinity Oaks Mortgage.