2. 1
A Message
from the CEO
At Fairway Independent Mortgage Corporation,
we pledge to provide distinctive quality and unparalleled customer
service. Whether we are serving a customer, a supplier or our branch
network, we strive to provide a quick, precise and helpful response.
We believe in instilling confidence in those around us, building
knowledgeable consumers and self-assured team members.
At Fairway, we trust and depend on the expertise and efficiency of our
personnel, since the organization’s success is determined by the depth
of our commitment to perform as a unified team. Our flat organizational
structure empowers them to be creative, make decisions and think
outside the box.
Fairway’s management team is committed to the individual success of
every employee, which means we will always support you in reaching
your career goals.
Steve Jacobson
Steve Jacobson
Founder & CEO
Hear more from Steve: https://vimeo.com/156335470
3. 2
Table of Contents
A Message from the CEO.............................................1
Our Vision/Core Values................................................3
Company History.......................................................... 4
Why Fairway?...................................................................5
Our Leadership Team....................................................6
Marketing..........................................................................7
Home Buyers Marketing...............................................9
Learning & Development.......................................... 11
Branch Support............................................................ 12
Operations.................................................................... 13
HR & Benefits............................................................... 15
American Warrior Initiative........................................ 17
Notes.............................................................................. 18
For more information about Fairway Independent Mortgage Corporation,
please visit www.FairwayIndependentmc.com.
Onboarding at
Fairway is designed
to connect a new
branch with all
the departments
by providing a
Point Person and a
Trainer from day 1
to help navigate the
transition.
Over the course of 120
days, the new branch
will not only have an
on-site training visit
ranging anywhere
from 3-5 days, but
will also be connected
with all departments
at the time that
makes the most sense
for the branch. Our
onboarding is NOT
one size fits all – we
customize it to fit the
specific needs of a
branch.
4. 3
Our Vision/Core Values
At Fairway, it is our responsibility to create a fun,
safe environment where the team can live out our
Core Values. We aim to make our team members
and customers feel part of the Fairway family while
providing the best customer service, speed and
support by being kind, humble and giving 100%
every day – it’s WHAT we do and it’s WHO we are.
Fairway’s Core Values define who we
are and what we strive to accomplish
every day. These values define how we work, how we interact with each other, and guide
us in determining how we best serve our customers and team members.
COREvalues:
1 Humility First
We are grateful for the opportunities we haveand
continue to work hard, always striving toBE better and
DO better.
6 Seek Wise Counsel
We value the input and perspective of others,so we can
make the best decisions possible.
2 Foster Growth Knowledge
We understand the importance of education and
training and provide extensive on-boarding support for
new team members and deliver access to discounted
industry events further nurturing professional growth.
7 Respect, Listen Stay
Balanced
We understand the importance of open communication
between our originators, also known as “The Street”, and
support staff. Major decisions to policies and procedures
are always vetted first, before implementation.
3 Have Fun
We enjoy where we work and the people we work with
so we always strive to have fun each and every day.
8 Committed To Serve
We are committed to serving our branches and
origination teams, allowing them to focus on originating
and closing loans.
4 Create An Amazing
Experience For You
From the day a new team member walks through the
door, it’s our goal to provide a smooth and seamless
transition for you, your team, customers and business
partners to ensure an amazing experience.
9 Consistent, Honest
Communication
Communication to our team members and
management is fully transparent with daily posts being
sent to communicate events, trainings, underwriting
guideline changes, new programs and more.
5 Speed To Respond
This is the mantra of Fairway’s Support Teams, which
continuously distinguishes us in the marketplace.
10 Family Focused
We are committed to protecting the well-being of our
team members and consistently promote a healthy
work/life balance.
Culture is how a company thinks, check out this video about
our growth and culture: https://vimeo.com/156335423
5. 4
Company History
Learn more about our humble beginning: https://vimeo.com/156335239
Since opening our doors in 1996, we have not only been dedicated to providing unparalleled customer service but
also to our continuous growth. Starting out with a staff of only 16 people, Fairway now employs more than 3,200
team members including over 1,300 producers and over 250 branches nationwide. Our team has helped thousands
of Americans achieve their dream of homeownership throughout the years, funding more than $50 billion in loans
since the company started and more than $11 billion in 2015 alone.
WE ARE PROUD TO BE VOTED THE
#1 BEST MORTGAGE COMPANY TO WORK FOR
2 YEARS IN A ROW
BY MORTGAGE EXECUTIVE MAGAZINE
BASED ON LOAN OFFICER VOTES
APRIL
1996
Fairway Independent
Mortgage was
Incorporated
MAY
1998
Fairway Opened its 1st
Warehouse Line
JULY
2004
Second Corporate
Location Opened in
Plano, TX
APRIL
2010
Hello to Fairway’s
AMC, Frisco Lender
Services
APRIL
2012
1st Military Mortgage
Specialist Boot Camp
and Home Giveaway
OCT
2013
Began Servicing
Loans
NOV
2014
Hired our 2,000th
Team Member!
MAR
2015
First $1 BILLION
Month in Funding
DEC
2015
$11+ BILLION
FUNDED IN 2015
52,433 UNITS
For a branch location near you, visit www.fairwayindependentmc.com.
donated to the
American Warrior Initiative to
support Veterans since 2013
Ranked for Total
VA Purchase Loan Volume in
Fiscal Year 2015 by the VA
#8
2015 VA Purchase Loan Amount: $819,199,449 • 2015 VA Purchase Loans: 3,737
$1.5M
6. 5
Why Fairway?
“Being in the mortgage industry for
26 years and working at what I
thought were a few great places –
my only regret is I didn’t come to
Fairway years ago.
There is not another mortgage
company that compares to Fairway
– here at Fairway we definitely
know we have our own small slice
of ‘Mortgage Heaven’.
”-Sarah Middleton,
EVP National Production Marketing
Quality of Loan Process
We are dedicated to maximize our time and efficiency
through the entire loan process, including processing and
underwriting, as well as expedited decision making.
Early Delivery of Closing Documents
Loan Funds
Our CEO has maintained his steadfast commitment to
loan officers, branch managers and customers for more
than 20 years. This commitment is what drives our Closing
Department to consistently provide early delivery of closing
documents and loan funds.
Extensive Products
At Fairway, we continuously listen to our loan originators,
also known as “The Street,” to add cutting-edge products to
ensure our customers have the right options for all situations.
Commitment to Providing
Outstanding Service
We understand that customer service is imperative within
every aspect of the organization. Our commitment to
providing exceptional customer service to “The Street” flows
through to every customer, ensuring an exceptional home
loan experience.
Speed Support
We provide our branches with some of the fastest turn times
in the industry giving a clear advantage in each market.
Our dedication to making every effort to respond quickly is
second to none.
Branch Support
Branch Support is our frontline and gateway to the entire
organization. Understanding urgency and making every
effort to respond in minutes allows each branch to sustain
maximum efficiency.
Marketing Support
Our full, in-house Marketing Department consistently serves
“The Street” by offering a one-stop shop for ALL marketing
that is efficient, creative and always evolving. The department
includes design, communications, events and support team
members to assist with each and every request.
American Warrior Initiative
Fairway’s American Warrior Initiative strives to educate,
encourage and inspire Americans to give back to the
wounded heroes who have served in the United States
military. For more information about the organization,
please visit www.americanwarriorinitiative.com.
We’re dedicated to providing an AMAZING EXPERIENCE for YOU every day.
facebook.com/FairwayMortgage
@fairwayimc
linkedin.com/company/
fairway-independent-mortgage-corporation
Check out what some of our team members have to say about us: https://vimeo.com/120413221
7. 6
Our Leadership Team
Founded in 1996 by Steve Jacobson, and named by a childhood best friend, colleague and forever member of
the Fairway family, Randy Cross, Fairway Independent Mortgage Corporation is a mortgage lender headquartered in
Madison, Wisconsin and Carrollton, Texas. At Fairway, customer service is a way of life. Fairway is dedicated to finding
great rates for customers and also offers some of the fastest turn times in the industry. The goal is to act as a trusted
advisor, providing highly personalized service and helping through every step of the loan process. It’s all designed to
exceed expectations, guarantee satisfaction and earn trust.
Steve Jacobson,
Founder and
Chief Executive
Officer
Paul Walnick,
President,
Mortgage
Originations
Len Krupinski,
Chief Operating
Officer
Sarah Middleton,
Executive Vice
President,
National
Production
Marketing
Todd Gavinski,
Chief Financial
Officer
Tom Dixon,
Executive Vice
President,
Operations
Scott Fletcher,
Executive Vice
President,
Underwriting
Credit Policy
Paola Kielblock,
Executive Vice
President, Retail
Products
Bob Orkis,
Chief
Information
Officer
Julie Fry,
Executive Vice
President,
Human
Resources
Eric Brown,
Executive Vice
President,
Business
Development
Michael Blake,
Executive Vice
President,
Secondary
Marketing
Sally Stoffels,
Executive Vice
President,
Recruiting
Elizabeth
Steinhaus,
Chief Legal
Officer
Joy Knoch,
Senior Vice
President,
Branch Support
Teresa Cornell,
Senior Vice
President,
Learning
Organizational
Development
Joe Wilson,
Vice President
Advanced
Technology
Ron Kluk,
IT Business
Analyst
Our leadership team combines well over 150 years in the mortgage industry. Learn more about our team:
http://www.fairwayindependentmc.com/AboutUs/OurLeadership.aspx
9. 8
Fairway My Way
Fairway My Way is a free marketing portal available exclusively to Fairway team members. With dozens of customizable
flyers, emails and automated campaigns to choose from, you can grow your business while using your own
personalized marketing strategy.
Choose from a wide variety of customizable collateral options including:
Announcement Collateral HBM Materials Greeting Card
Brochures Postcards Signage
Business Cards Presentations Social Media Images
Co-branded Collateral Recruiting Collateral Stationery
Emails Flyers
Automated Email Direct Mail Marketing Campaigns
Fairway My Way offers several direct mail campaigns and FREE email campaigns to help you stay top of mind with
prospects, past clients and business referral sources.
Business Campaigns Customer Campaigns
• Business Drip Campaign • Newly Closed Loan Campaigns
• Bi-weekly eNewsletter • Quarterly eNewsletter
• Referral Postcard Series • Referral Postcard Series
• Holiday Birthday eCampaigns • Holiday Birthday eCampaigns
Marketing Support
Need assistance with your marketing efforts? Contact the Marketing Support Team for one-on-one help or attend one
of the weekly Fairway My Way training webinars.
Marketing
12. 11
Learning Development
At Fairway, you and your staff will experience one-on-one hands on attention by industry experts. With our NEW
Fairway University, your training can be completed anytime and anywhere!
You will not only be immersed into our company culture, you will
experience a FUN, engaging work environment like no other.
- 120 day on-boarding plan with training and business mentors
(Partnership for Success!)
- On-site Trainers (WE will come to YOU!)
- On-demand training videos (Clear, concise, targeted resources
available on YOUR time!)
- Live Webinars (Questions answered immediately!)
- Monthly processing boot camps (process like a PRO!)
- Branch Manager Training Program
- AskTraining.com – team of trainers at your service to help you through files
You will be fully equipped with the tools and knowledge you need to be successful. Fairway’s training platform allows
you to focus on building your business, while learning our systems and the “Fair Way”. Our service delivery model is to
partner with you to input files quicker and cleaner for faster approvals and closing.
“Fairway’s philosophy of ‘Excellent Service’
is as true for their branches as it is for their
customers. We are so fortunate to have a
group of extremely dedicated individuals
supporting us every step of the way.
Dedication is a way of life at FAIRWAY.
”-Ruth Hudspeth Bill Reynolds, Winston Salem, NC
No Limits to Learning!
13. 12
Branch Support
“Branch Support is like the lifesaver ring on
a boat when you need help. When you need
help, someone from Branch Support throws
out the ’lifesaver/lifeline’ really, really fast
because they know you need help and want
assistance now. Fast, effective and useful
day-to-day help for the Loan Officer.
”-Ken Pederson, Branch Manager, Lancaster, PA
We are a unique, one-of-a-kind support department that you will only find at Fairway. We
support the entire network in a quick, efficient and friendly manner with any and all types of questions. We work
closely with our branch managers, sales force and processing teams to aid in continual success and growth of our
growing Fairway Family.
1. We guarantee a confirmation email that we have received your request within three minutes. This is a personal
email that lets you know we are working on your question and will have a final answer for you shortly. We resolve
80% of email requests within 10 minutes, while the other 20% of requests are more department-specific and are
directed seamlessly to the appropriate team.
2. We are staffed 12 hours a day Monday through Friday, plus an additional 10 hours on Saturdays.
3. Our team consists of industry experts with over 10 years of mortgage experience ranging from processing to
mortgage broker owner.
Transition Processing Team
We are your hands on, boots on the ground, Processing Team that works with new branches for the first 60 days. We
ensure your loans continue to close on time during your team’s transition period, which allows your processing staff to
be properly trained during your transition. We assist with getting your files entered into Encompass all the way through
to funding, and we work with each branch based on their individual needs.
14. 13
Operations
Products
Fairway Independent Mortgage Corporation is a Direct
Seller/Servicer to all Agencies!
- FNMA Seller Servicer
- FHLMC Seller Servicer
- GNMA Seller Servicer
Fairway offers a wide variety of products!
- FHA
- VA
- USDA
- Jumbo Financing for all occupancy types and
transaction types
- FNMA
- FHLMC
- Bond Program Offerings
What makes us unique?
- Delegation for all Product Offerings which include:
Government, Conventional and Jumbo Products
- The ability to partner with Specialty Lenders to
offer products not available through normal
agency product offerings
- Our Product Support Specialist Team that will
respond in one hour or less
- Our Development Team dedicated to support NEW
Product Requests from “The Street”
- Our Construction Team specializing in Renovation
and Construction Product Offerings
- Our Product Training Team providing continued
training for existing/new products and assisting our
branches through the onboarding process
- Our Broker Team providing flexibility for non-retail
loan programs
- Our Bond and Housing Team that supports over 45
State Housing Agency Programs
- Our Strategic Product Sales Specialist supporting
the branches in their local market
Because mortgage
loans are uniquely
individual, we
offer a wide range
of residential loan
programs tailored to
fit your specific needs.
15. 14
Operations
Servicing
Premium, Private Label SERVICING Platform
- Easy to use website and phone app
Concierge Customer Relations Team
- Welcome calls on every new loan
- Automated notifications when loan is sold
Underwriting
- Experienced team consisting of more than
90 Underwriters
• Conventional
• FHA
• VA
• USDA
• Jumbo
- Condo Desk
- Scenario Desk
- 48-hour turn times, on average
Lock Desk Secondary Marketing
The Secondary Marketing and Lock Desk Teams
are comprised of seasoned capital markets and
pricing specialists. The Lock Desk Team is available
by phone or via email to address all pricing/lock-
related questions involving new locks, relocks,
renegotiations and extensions.
- Overnight rate lock protection
- Dedicated, toll-free number to address time-
sensitive matters
“Fairway’s
commitment to
extraordinary
customer service
to their employees
and our clients
is unparalleled.
Fairway is a TEAM
in every sense of
the word.
”- Eric McMillan, Branch Manager,
Indianapolis, IN
16. 15
HR Benefits
At Fairway, your dedicated Human Resources Team is your partner every step of
the way. Your employment experience is our #1 PRIORITY!
We ensure our team members’ best interests are at hand, cultivating the Fairway core values, supporting career and development
aspirations, and always listening to our team members for continuous satisfaction. Fairway’s HR Team is here to SERVE!
Health Insurance
Full-time team members have access
to comprehensive medical, dental
and vision plans effective on the first
of the month following or coinciding
with 30 days of employment. Fairway
understands that everyone has different
medical needs and concerns, which is
why we offer four different health plans;
two traditional copay plans and two
high-deductible/HSA plans.
401K Retirement Plan
Fairway team members are encouraged
to participate in our 401(k) Retirement
Plan through Fidelity Investments. Both
traditional (pre-tax) and Roth (after-tax)
contributions are allowed, and employer
matching contributions are also
provided. Rollovers from other 401(k)
plans are welcome. All team members,
including part-time (employees), are
eligible for participation on the first of
the month following or coinciding with
30 days of employment.
Life / ADD Insurance
Full-time team members receive a
$10,000 employer-paid life/ADD policy.
There is no cost to the team member
for this benefit. Supplemental voluntary
coverage is also available for the team
member, spouse/domestic partner and
children for an additional out-of-pocket
expense.
Supplemental Benefits
Fairway team members also have the
option of electing voluntary, employee-
paid supplemental benefits, including
short-term and long-term disability
products, critical illness and accidental
injury programs.
Flexible Spending Account
Fairway team members can participate
in qualified Flexible Spending Accounts
(FSA). These plans allow you to pay for
out-of-pocket medical/dental/vision,
daycare and transportation expenses
with pre-tax dollars.
Team Member Relief Program
We understand that some of us face
trying times, which is why Fairway
offers assistance to team members with
financial concerns due to unforeseen
events.
Payroll
Fairway has a biweekly payroll calendar,
and commissions are paid on each
payroll throughout the year. Commission
payments are made in a very timely
manner following the loan funding date.
Employee Stock Ownership Plan
Fairway has an Employee Stock
Ownership Plan (ESOP) that allows
employees to not only accumulate
additional retirement savings, but also
have ownership in the company. The
ESOP is company-funded, and eligibility
is based on several different factors.
Learn more about our company ESOP: https://vimeo.com/156335405
17. 16
HR Benefits
Discount Programs
Fairway constantly strives to add more benefits for our team.
Currently, Fairway team members have access to discounts through
Enterprise, National, Dell, ASPCA, Hyatt Hotels, ATT, Sprint,
T-Mobile and more!
Giving Back by Serving Those Who Serve
“Giving back” to wounded heroes through payroll deduction is
encouraged, because it is through the generous donations of
Fairway employees, that Fairway branches nationwide have been
able to fund dozens of local initiatives helping hometown heroes
when they come home from war.
Wellness
Fairway encourages and supports team Wellness initiatives. Fairway
offers 30 days of FREE healthy living supplement programs through
Isagenix. Team members who feel better, do better.
Team Member Coaching
Fairway promotes lifetime learning by offering industry specific,
professional coaching to originators at a discounted price.
Monthly Marketing Calls
Special guests are invited to address staff on topics for continuous
improvement as well as business building ideas. These are calls you
will NOT want to miss!
Monthly Manager Calls
Each month managers are able to dial in and hear the latest updates
on “all things Fairway” and organizational initiatives. Communication
is KEY to helping our team members succeed!
Weekly Friday Calls
Fairway ends each week with organizational updates hosted by our
CEO and President.
18. 17
AWI Education
Education is a big part of the American Warrior Initiative. Louise Thaxton, Director of the
Military Mortgage Specialists, a designation exclusive to employees of Fairway, and Sean Parnell, New York Times best-
selling author of the book, “Outlaw Platoon”, are the co-directors of the American Warrior Initiative.
For the past few years, Thaxton and Parnell have spoken to thousands of real estate professionals and hundreds of
Fairway team members around the country at Certified Military Residential Specialist (CMRS) and Military Mortgage
SpecialistTM
(MMS) Boot Camps to bring awareness of the challenges facing our men and women in uniform upon
their return home from war.
Certified Military Residential Specialist - CMRS
CMRS Boot Camps are hosted by local Fairway branches throughout the nation for real estate
agents to not only receive continuing education credits, but also the certification of “Certified
Military Residential Specialist”. The objective of the American Warrior Initiative in offering the CMRS
Program is to provide a platform whereby real estate professionals are trained and equipped to
handle the home purchase needs of active and former military clients with excellence.
Military Mortgage Specialist - MMS
Exclusive to Fairway Loan Originators, Processors, Closers, Loan Officer Assistants and Branch
Managers, the Military Mortgage Specialist Designation thoroughly trains and equips our loan
professionals to handle the home loan needs of active
and former military clients with excellence.
AWI Accomplishments:
- Made company history by independently funding a mortgage-
free home for a wounded hero in Atlanta
- Donated thousands of dollars in grants to wounded veterans
ready to start their own businesses
- Provided service animals to help with Post-Traumatic
Stress Disorder
- Donated funds for home upgrades and repairs
- Partnered with other non-profit organizations to fund a
variety of give-back programs, including the sponsorship of
27 mortgage-free homes for veterans and their families
- In 2015, Fairway team members donated almost $300,000
to the American Warrior Initiative.
TM
RE
SIDENTIAL SPECIALIS
T
Check out some highlights of our team giving back to our
wounded heroes across the nation: http://bit.ly/1R4ES2D
