Who We AreQuicken Loans Inc. is the nation’s largest mortgage lender. It is also the nation’s largest FHA lender and a premier Veteran Affairs (VA) lender. Products and TechnologyQuickenLoans.com offers: Direct access to mortgage specialists. The company’s seasoned lending professionals can answer questions via email, fax or phone from application to close. Rocket Mortgage: The first completely online mortgage experience which gives consumers the ability to import and verify financial information, customize their mortgage, get approved and lock their rate without speaking to a human being. Comprehensive home-financing education. Quicken Loans provides information regarding purchasing, refinancing or home equity loans and finding the loan that fits your needs. Diverse loan options. Quicken Loans specializes in plain vanilla mortgages, including conventional, FHA, VA and USDA programs. Real-time loan status information: throughout the mortgage origination process, clients can use Rocket Mortgage to immediately find where their application stands on a real-time basis at any time. Closed Loan VolumeQuicken Loans closed nearly half a trillion dollars of mortgage volume across all 50 states from 2013 through 2018 Team Members17,000 based in Detroit, Michigan; Cleveland, Ohio; Phoenix, Arizona; San Diego, California and Charlotte, North Carolina. WhyThe online mortgage process offered by Quicken Loans saves time and money by: Allowing consumers to apply for and check the status of a loan from the convenience of their own home or office, 24 hours a day/7 days a week Eliminating paperwork, “middleman” steps associated with the traditional process Using online pre-qualification to accelerate the application process Offering low rates, reduced fees, instant comparisons and real-time quotes Providing immediate answers through personal consultation with a loan officer and interactive tools 96% of clients would recommend Quicken Loans based on closed client surveys Where Awards and Accolades Mortgage Lending Accolades: J.D. Power named Quicken Loans the Highest in Customer Satisfaction for Primary Mortgage Origination ten straight years, 2010 through 2019. Quicken Loans was ranked highest in the nation for client satisfaction among mortgage servicers by J.D. Power for six consecutive years, 2014 through 2019. 96% of our clients would recommend Quicken Loans based on closed client surveys. #1 for Fannie Mae’s Star Rating Scorecard and a 5-Star Servicer #1 for Freddie Mac’s Servicer Success Scorecard QuickenLoans earned Freddie Mac’s RISE Award for Greatest Volume in the Home Possible program. Workplaces Awards – National: Quicken Loans has ranked in the top-30 companies on FORTUNE magazine’s annual 100 Best Companies to Work For list for 17 consecutive years. Quicken Loans ranked #1 on Essence magazine’s 10 Best Workplaces for African Americans list in 2015, and was ranked #9 on FORTUNE magazine’s inaugural list of 50 Best Workplaces for Diversity in 2016. Quicken Loans has been recognized as one of Computerworld’s 100 Best Places to Work in IT the past 14 years, ranking #1 for six straight years (2013-2018). Quicken Loans was ranked #4 on Glassdoor’s Highest Rated Companies for Internships list in 2015, based completely on intern feedback. Quicken Loans was recognized by Forbes magazine on its Best Employers for Women list, ranking #13 in 2018. Quicken Loans was ranked #17 on PEOPLE Magazine’s 50 Companies That Care list for 2018. Quicken Loans was named to the Training Top 125 by Training Magazine for excellence in training and development for six consecutive years, 2011 through 2016. Quicken Loans received the National Best and Brightest Wellness Award in 2015. Workplace Awards – Regional: Quicken Loans was named one of the Detroit Free Press’ Top Workplaces in Michigan for the past eight years, 2010 through 2017. The Quicken Loans Cleveland Web Center has been a named a top-10 company on The Plain Dealer’s Top Workplaces in Northeast Ohio list for the past nine years, 2011 through 2019 – and was named Cleveland’s best mid-sized workplace in 2019. Quicken Loans Mortgage Services was ranked #1 on the Charlotte Business Journal’s Best Places to Work list for three straight years, 2015 through 2017. The Quicken Loans Arizona office ranked #1 on the Phoenix Business Journal’s Best Places to Work in the Valley list in 2018 and has been on the list for eight straight years, 2011 through 2018. Quicken Loans has been named a Michigan’s Best and Brightest in Wellness Winner for six straight years, 2012 through 2017. Leadership Dan Gilbert Founder and Chairman Bill Emerson Vice Chairman, Quicken Loans and Rock Holdings, Inc. Jay Farner Chief Executive Officer Bob Walters President & COO Linglong He Chief Information Officer Julie Booth Chief Financial Officer Casey Hurbis Chief Marketing Officer Shawn Krause Executive Vice President Bill Banfield EVP, Capital Markets Heather Lovier EVP, Client Experience Operations Nicole Beattie EVP, Servicing Aaron Emerson Senior Vice President, Communications Always raising our level of awareness.As Yogi Berra said “You can see a lot just by looking.” Keep your head up. Look. Be curious. Notice what is actually happening around you. Really notice. Listen. Listen to your clients. In fact, listen to everyone. Everything starts with awareness. Being alert. Being awake. Tuning in to the frequency. It’s a perpetual choice to both stay aware and raise your level of awareness. Our future, growth, innovation and success start with the thousands of eyeballs of our team members. That’s you. The inches we need are everywhere around us.If a company does one big thing better than their competition, it becomes fairly easy for their competition to level the playing field: they can just imitate that one thing. But, if a company does thousands of little things better than anyone else, they become nearly impossible to imitate. We call those thousands of little things “inches.” We’d never be able to foresee all the things that should be noticed or improved. Instead, we drive a culture that motivates our team members to find the inches we need all around us. We are all empowered to find the opportunities to make an impact everywhere; one inch at a time, these inches all add up to greatness. Responding with a sense of urgency is the ante to play.Urgency is your inner compulsion and drive to get things done in a timely, yet thoughtful, manner. On this team, we return all phone calls and emails the same day. We’re on the lunatic fringe. We’re obsessed with answering inquiries ASAP. Not just to clients and partners, but to each other! There’s no other way, and no other option. Urgency motivates us to ensure we communicate all news fast, both good and bad. We take care of things, especially our clients … NOW! Every Client. Every Time. No Exceptions. No Excuses.Clients don’t care how much you know until they know how much you care. Could it be any clearer? A great company is built one client at a time. If you AMAZE every client every chance you get, then they are satisfied and so are you. There’s no feeling good around here because 90% of our clients were satisfied. Every client means 100% of our clients, and not some of the time. Amaze them EVERY TIME. No exceptions. No excuses! Obsessed with finding a better way.Our never-ending mission is to find a better way for every process and everything we touch. If it’s good, let’s make it great. If it’s great, let’s take it to an even higher level. Don’t settle for less. In fact, don’t settle at all. Finding a better way is not something we do on the side or when we get the time. Rather, it’s a key priority for every one of our team members. It’s our passion … our way of living … our obsession. We don’t just work IN our business – we work ON our business. Ignore the noise.We’ve found it’s not always skill and long hours that lead to greatness. It’s also the ability to ignore the noise. Noise could be from naysayers, something going wrong, sun in your eyes, ball took a bad bounce, dog ate your homework, someone cut you off on the way to work, etc. A lot of things that seem serious at first glance turn out to be noise. Will you allow it to keep you from winning? The noise may fluctuate in volume, but your determination to press on in spite of it (ignore it!) will make all the difference to you and our Family of Companies. It’s not about WHO is right; it’s about WHAT is right.There is no place at our company for typical corporate arrogance. WHO is right (or WHO is wrong) is irrelevant and inconsequential to WHAT is the right decision or best outcome for the issue at hand. All decisions should be made with a single motivation: the right or best decision for our clients, team members and company. Think about how much a company compromises itself by basing decisions on WHO is in favor or against something instead of WHAT is the best and right decision. The WHAT trumps the WHO in our shop. We are the “they.”There is no “they.” We are the “they.” Just open minds and an open culture rooted in trust. The leaders within the Rock Family of Companies trust you. We trust you to make decisions, and, if you make an honest mistake, it’s OK! We trust you will learn from your mistakes. It’s a foreign concept to most organizations, but for us, it’s crystal clear. You have to take the roast out of the oven.Perfection is not the goal when it’s time to make a decision. Focus instead on constant improvement and innovation. Over-analyzing can kill an idea and make you miss an opportunity. Don’t fear failure. If our environment did not tolerate failure, then innovation would die, creativity would die, and eventually, so would our business. When there’s a decision to be made, there are three possible outcomes: 1. You make the right one – Great! 2. You make the wrong one – Hopefully you learn something valuable from it. 3. You make no decision – You haven’t made the right one, and you haven’t learned a thing. Always make new mistakes. Make decisions. And, when you believe that roast is pretty much done, pull it out of the oven. You’ll see it when you believe it.Nothing significant in this world has ever happened without someone believing in it first. It’s only the passive observers of life who say “I’ll believe it when I see it.” We take the opposite approach, and lead with our hearts and minds. We know the truth: If we truly believe in something, we can – and will – affect the outcome. If we believe in ourselves first, we dramatically increase our odds of success. If we believe it can happen, then it will. We’ll figure it out.We don’t need to have all the answers before we take on a project or launch a new and innovative idea. We have faith that when it comes to some of the details, we’ll figure it out along the way. If we wait to cross every “t” and dot every “i” before proceeding with an idea, concept or improvement, then we wouldn’t make much progress at all. It’s our belief in each other and ourselves that gives us the confidence to find new solutions to keep us moving forward. Sometimes a game-changing project will be held up because of a small detail that doesn’t matter. Should we solve for the exception and delay the launch of a project that could otherwise make a huge impact? No! Instead, we take the roast out of the oven and figure out the exception as we go. That’s how we roll. We know that building something new or creating something special is messy, and that greatness doesn’t always come in nice, tidy packages. This is an advantage, not a hindrance. As long as we continue to love the idea and trust the process, then we truly believe we’ll figure it out. A penny saved is a penny.Your uncle’s advice, “A penny saved is a penny earned!” is the worst financial advice ever given in history. Choose to value your time. Invest it chasing pennies, and you will find pennies – and pennies never add up. Invest it in ideas, improving your skills, innovation, developing your talent, design, marketing, and technology, and your return will be more than just pennies. Stop wasting your time with the silly pursuit of pennies. Instead, invest your valuable time creating dollars. The choice is yours. Numbers and money follow; they do not lead.Money and numbers are a measurement of actions. They are neither the ends nor the means. Ironically, the vast majority of those who chase money will never end up with much of it. Instead, chase the skills that will make you great. Those who are motivated by building, improving and developing unique skills, trades and knowledge are the ones who acquire wealth. Become an expert. Pursue your vision with uncompromising passion, and become the best. Numbers and money follow successful accomplishments. Become great at something or build something great. Chasing numbers and money first will leave you chasing your tail. We eat our own dog food.Tying the threads and leveraging ideas and connections within our Family of Companies is what it’s all about – that’s eating our own dog food. The basis of all wealth is found in the strength of the relationships you make. Create them. Seek them out. Build upon them. Be loyal to them. If your level of awareness is high, you will find an endless amount of “dog food” around you. The more you give to these relationships, the more you will get from them. So start giving – now. Simplicity is genius.Sometimes the “intellects” of the world believe that if it’s too simple, it can’t be good. Nothing could be further from the truth. Simplifying things in this fast-moving, complicated world isn’t just good – it’s GREAT. Simple design. Simple process. Simple communication. When we communicate with others, we cannot assume they know exactly what we know. You are you, and they are them. We must start at chapter one, not chapter five. Simplicity doesn’t just clarify; it creates wealth in the process. Because if there is anything in this world that everyone can agree upon (outside of the “intellects,” of course), it’s that simplicity makes things better for everybody. That’s why simple is something we strive for in everything we do. All day. Every day. It’s as simple as that. Innovation is rewarded. Execution is worshipped.Ideas are fundamental to who we are. We encourage them. We love them. But ideas alone don’t mean much. It takes both ideas AND execution to make things happen. Great ideas get you to the 50-yard line; outstanding execution gets you into the end zone. Do the right thing.The high road is not a shortcut. Stick to the highest standard of integrity, without compromise. Character is what you do when no one is looking over your shoulder! Doing the wrong thing is never worth it. How can you go wrong doing the right thing? Remember, eventually three things always come out: the sun, the moon and the truth. Every second counts.You will always invest your time somewhere doing something. As long as you are alive, it’s not a choice whether you invest your time or not; the only choice is what you will do with it. Time, not money, is the most valuable commodity of all. Time can never be replaced. Never trade significant amounts of time for small sums of money. How will you invest the 31,536,000 seconds you are gifted each year? Choose wisely. Yes before no.It’s critically important that we live the culture of YES. This does not mean that every single idea, question, suggestion or recommendation will ultimately be met with a big thumbs-up. It means that we respond to all curiosity with the mindset of YES first. Our bias is to the YES side of life. This is in stark contrast to the too common approach of an automatic NO to any expression of an inquiring mind. Saying NO is easier, but the status quo is not our favorite state. We live in the land of growth, possibilities, ideas, innovation, positive impact and results. The only path to that place is through openness to the unknown. So YES before NO, and NO only if we have done the work and exhausted all the potential of YES first. 1985Dan Gilbert founded Rock Financial in 1985, which would become known as Quicken Loans. October 1997In October 1997, Rock Financial became affiliated with title insurance company, Title Source Inc. (now known as Amrock), to help support its residential lending business. May 1998In May 1998, Gilbert took Rock Financial public, launching a successful IPO underwritten by Bear Stearns, Inc. and Prudential Securities. January 1999Initially a branch-based lender, the company launched Rockloans.com in January 1999, which quickly positioned the company as one of the fastest growing online direct mortgage lenders on the Internet. December 1999In December 1999, Intuit Inc. (makers of market-leading software TurboTax and QuickBooks) purchased Rock Financial. The company was renamed Quicken Loans. August 2002In August 2002, Gilbert led a small group of private investors in purchasing the Quicken Loans Inc. subsidiary back from Intuit; Quicken Loans has been privately held since. The company retained all Quicken Loans branding and marketing initiatives. 2008 & 2009During the turmoil in the mortgage industry in 2008 and 2009, Quicken Loans was able to grow its market share significantly, due in large part to the company’s past refusal to originate sub-prime mortgages. August 2010In August 2010, Quicken Loans moved its headquarters and 1,700 full-time team members to downtown Detroit. November 2010Quicken Loans receives its first J.D. Power award for client satisfaction in mortgage origination. To date, the company has earned 16 total J. D. Power awards – ten for mortgage origination (2010-2019), six for mortgage servicing (2014-2019) – the most of any mortgage lender in the history of the report. October 2011In October 2011, Quicken Loans moved an additional 2,000 team members to Detroit. Later that year the company completed the move of all its Michigan-based team members to the city. Today, more than 17,000 team members from the Rock Family of Companies call Detroit home. End of 2011 Quicken Loans ended 2011 with a company record of $30 billion in closed loan volume. End of 2012 Quicken Loans closed $70 billion in residential mortgages in 2012, beating the previous record set in 2011 by more than 133 percent. The organization also significantly entered the mortgage servicing business, announcing it had built an $80 billion – and growing – servicing portfolio as of the end of calendar year 2012. March 2013 In March 2013, Quicken Loans announced it purchased $34 billion in mortgage servicing rights from Ally Bank, expanding its servicing portfolio to exceed $125 billion. June 2014Quicken Loans became the largest provider of Federal Housing Administration (FHA) mortgages for the first time. A distinction the company still holds. July 2014Quicken Loans was ranked highest in customer satisfaction among home loan servicers included in a study by J.D. Power. The award is Quicken Loans’ first for mortgage servicing and it came in the company’s first year of being eligible for the honor. To date the company has earned 16 total J. D. Power awards – ten for mortgage origination (2010-2019), six for mortgage servicing (2014-2019) – the most of any mortgage lender in the history of the report. June 2015 In June 2015, Quicken Loans opened the doors of its state-of-the-art technology center in Detroit’s Corktown neighborhood, the company’s first ground-up development. August 2015Quicken Loans partnered with the Detroit Land Bank on “Rehabbed and Ready” public-private campaign to renovate homes, increase occupancy and bring pricing stability to Detroit’s neighborhoods. To date, 60 homes have been renovated through the program. November 2015 Quicken Loans introduced Rocket Mortgage, the first end-to-end completely online mortgage. Rocket Mortgage users can go from application to approval and lock their rate online, without having to talk to anyone. October 2017Quicken Loans partnered with the United Community Housing Coalition (UCHC) and eight community development organizations to launch an extensive education effort addressing the pervasive issue of tax foreclosure in Detroit. This door-to-door outreach attempted to reach all 60,000 residential properties behind on property taxes and connect residents at risk of tax foreclosure to resources. December 2017Quicken Loans introduced a new skill for the Amazon Alexa, allowing clients to make their mortgage payment with just the sound of their voice. Q4 2017 Quicken Loans became the nation’s largest residential mortgage lender in the 4th quarter of 2017 – surpassing close to 30,000 lending institutions (commercial banks, savings and loans, credit unions, mortgage bankers, mortgage brokers) across the country. January 2019Quicken Loans unveiled a new logo for Rocket Mortgage, the first completely online mortgage experience. Additionally, Quicken Loans’ sister companies Rocket Homes and Rocket Loans – and the newly launched Rocket HQ – also unveiled their new branding marks. This new look to the brands serves a visual reminder of the partnership between the separate companies, each of which leverage the power of the Rocket brand.