Wells Fargo 2012 Annual Report Download - page 17


Listening and earning
yourtrust.
When Maria Marquez visited a WellsFargo banking store
with questions about her mortgage, it started a conversation
that paid o with a lower payment— and anew friend in
JosephMillhouse.
.million
Since 2009, WellsFargo has helped 4.7million
customers take advantage of historically
lowinterest rates to refinance their mortgages.
Not all conversations begin smoothly. Maria Marquez of
SanAntonio, Texas, stopped in a WellsFargo store with
questions about her monthly mortgage payment. She was
referred to Home Mortgage Consultant Joseph Millhouse, but
was skeptical he could help her. She even joked, “How can you
help me when you can’t even grow facial hair yet?”
But she quickly saw that Millhouse— who had joined
WellsFargo as a summer intern several years before and
worked his way up— was an expert who knew the ins and outs
of mortgage products. During their first meeting, she shared
the details of her financial situation and what she wanted to
accomplish. Millhouse put together a package with options to
refinance her mortgage and reduce her monthlypayments.
He kept in touch with her throughout the process.
“Oncewe obtained the loan approval,” he said, “Icalled her
right away to share the news.”
Now Marquez is putting away additional cash each month
for retirement savings.
“Iwas treated with dignity and respect and was always
encouraged whenever Igot discouraged,” she said. “Joseph
and the mortgage processor who helped with my loan make
a great team. They patiently dealt with me throughout
theprocess.”
Millhouse joined the company through an internship
program that gives diverse college students exposure to the
mortgage industry and WellsFargo. He said, “I love helping
customers. You quickly realize that what you’re really doing
is assisting them with one of the biggest and most important
financial transactions they’re likely to experience in a
lifetime— paying for a home.”
Ʉ