Thomas Hengels - Customer Service - Great Mortgage, LLC

Summary

Customer relations professional with 25+ years of experience delivering fast, accurate, high-volume support in deadline-driven environments. Known for fast response times and high-volume support (80–100 customer contacts/day) while maintaining strong accuracy and deadlines. Recognized for calm issue resolution and building long-term client loyalty through trust and follow-through. Strengths include inbound/outbound customer support, de-escalation, documentation accuracy, workflow coordination, and CRM-based case management. Transitioning from the mortgage industry into a customer service/customer success role where reliability, professionalism, and customer-first execution drive standout results.

Overview

9

years of professional experience

1

Certification

Work History

Senior Mortgage Broker

Great Mortgage, LLC

Naperville, IL

01.2018 - Current

Delivered high-touch customer support in a deadline-driven environment, consistently managing 18–25 active
files/cases at a time while maintaining service quality and meeting the timeline.
Served as the primary point of contact for clients and business partners, providing end-to-end case management
(intake through close), including status updates, documentation collection, and clear next-step guidance.
Responded to most client inquiries within 2 hours (or by theend of thebusiness day), ensuring fast resolution, consistent follow-through, and a strong customer experience.
Handled 80–100 inbound/outbound contacts per day via phone calls, texts, and emails while maintaining
professionalism, accuracy, and calm communication under pressure.
Maintained monthly outreach to a database of 495 clients to strengthen relationships, improve retention, and
generate repeat business.
Maintained high documentation accuracy and a low error rate, supporting quality standards and protecting the
customer experience in a compliance-focused process.
Improved average turnaround time by 28% by tightening workflows, clarifying requirements earlier, and
coordinating faster handoffs between processing and underwriting.
Coordinated schedules, deadlines, and required documents across multiple stakeholders to reduce delays,
prevent rework, and minimize escalations.
Met 95%+ of deadlines and maintained a strong on-time close rate by proactively identifying missing items,
resolving issues early, and keeping stakeholders aligned through frequent updates.
Consistently generated repeat/referral business as a major source of monthly results, closing 3–7 loans per month
through relationship-based service and reliable follow-through.

Senior Residential Loan Officer

Crosscountry Mortgage Inc.

Rolling Meadows, IL

10.2016 - 01.2018

Streamlined the loan approval process by proactively collaborating with underwriters to reduce turnaround times and ensure accurate submissions.
Built strong client trust and loyalty through clear, empathetic, and solution-focused communication techniques.
Mentored and trained junior loan officers, guiding mortgage procedures, compliance, and industry best practices.
Ensured timely and smooth loan closings by coordinating directly with realtors, attorneys, title companies, and internal departments.
Resolved complex borrower issues and documentation challenges with efficiency, significantly improving customer satisfaction and retention.
Cultivated a strong referral network by maintaining relationships with Realtors, homebuilders, and financial partners, driving consistent new business growth.

Education

Some College (No Degree) -

DeVry University

Colorado Springs, CO

Skills

Customer Experience & Relationship Management:

Client Relationship Management & Retention
Customer Service & Conflict Resolution
Customer Relationship Management (CRM)
Conflict Management
Call Center Oversight & Support
Customer Relations & Engagement

Operations & Office Management:

Document Management & Risk Assessment
Mortgage Compliance & Loan Origination
Efficient Time Management & Task Prioritization
Call Center Management
Microsoft Office Suite (Excel, Word, Outlook – Advanced)

Financial & Analytical Skills:

Financial Analysis & Reporting
Credit Evaluation & Underwriting Expertise
Risk Identification & Mitigation

Communication & Leadership:

Effective Communication & Problem-Solving
Team Leadership & Sales Strategy Development
Staff Training & Development
Goal-Oriented, Self-Motivated Mindset

Technology & Marketing:

Tech-Savvy Nature with Quick Learning Curve
Social Media Marketing & Digital Outreach
CRM Tools & Loan Origination Software Proficiency

Affiliations

Volunteer Experience

VFW Post 2801 – Villa Park, IL
Volunteer, Social Services | July 2010 – Present
15 years of dedicated service to veterans and the local community

Serve as a go-to volunteer at VFW Post 2801, contributing time and effort to a wide range of duties from event coordination and fundraising to logistical support and veteran outreach.
Assist fellow veterans with navigating resources, benefits, and emotional support networks.
Bring the Marine Corps spirit of service and camaraderie to every aspect of the Post’s community mission.

Welcome Home All Veterans – Chicagoland Area
Event Volunteer & Organizer | 2010 – Present

Support a large-scale annual event honoring U.S. veterans, held on the last Saturday in September, drawing thousands of attendees.
Assist with planning, organizing, and executing the event—including vendor coordination, logistics, set-up, and veteran engagement activities.
Advocate for veteran access to services, benefits, and appreciation through hands-on service and community collaboration.

Accomplishments

Career Highlights & Achievements

Nominated for "Mortgage Broker of the Year" by the Illinois Association of Mortgage Brokers (2004)
– One of only three brokers statewide recognized for excellence that year.
Top Revenue Producer
– Consistently the highest revenue-generating loan officer for 7+ months per year, six years running.
"Million Dollar Producer"
– Earned the title over 20 times throughout career, reflecting consistent high-volume loan production.
#1 Producing Loan Officer
– Out of a team of 300+, ranked as the top-producing loan officer in both 2021 and 2023.

Certification

Licenses & Certifications

NMLS Mortgage Loan Originator License
Nationwide Multistate Licensing System (NMLS)
License ID: 1146106
Issued: April 2008 – Present
State of Illinois Mortgage Loan Originator License
Illinois Department of Financial & Professional Regulation
License ID: 031.0037037
Issued: April 2008 – Present

Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Timeline