Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Timeline
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Thomas Hengels

Downers Grove,IL

Summary

Versatile and results-oriented professional with over 25 years of experience in customer service, office operations, and relationship management. Proven ability to lead teams, streamline processes, and provide exceptional client experiences in fast-paced, high-demand environments. Known for being a self-starter and a natural problem solver, with a knack for building trust and loyalty among customers, coworkers, and leadership. Strong background in office coordination, administrative support, client communications, and conflict resolution. Seeking to transition from the mortgage industry into a customer service or office management role, where strong interpersonal skills and operational know-how can drive team success and customer satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Mortgage Broker

Great Mortgage, LLC
Naperville, IL
01.2018 - Current
  • Cultivated and maintained strong client and Realtor relationships to ensure seamless service delivery and drive repeat business.
  • Collaborated closely with real estate agents to streamline transaction processes, improving speed and reducing errors across multiple stages.
  • Facilitated end-to-end mortgage applications, ensuring full compliance with federal and state regulatory guidelines.
  • Guided clients through complex mortgage options, enhancing their understanding of products and processes to support informed decisions.
  • Conducted thorough financial assessments to align clients with the most appropriate loan products for their goals and qualifications.
  • Utilized industry-standard loan origination systems for efficient documentation, file tracking, and communication with underwriting.
  • Provided expert guidance on fixed-rate, adjustable-rate, FHA, VA, and conventional loan programs, tailored to each borrower’s needs.
  • Built and maintained relationships with lenders and financial partners to expand financing options and improve loan placement outcomes.

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

Timeline

Senior Mortgage Broker

Great Mortgage, LLC
01.2018 - Current

Senior Residential Loan Officer

Crosscountry Mortgage Inc.
10.2016 - 01.2018

Some College (No Degree) -

DeVry University

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