The document provides information on various topics, including a new SWBC service center in San Antonio, volunteer activities with Meals on Wheels and blood drives, upcoming races and walks, and employees of the quarter from different SWBC locations. It also highlights length of service awards for employees who have worked at SWBC for 5, 10, 15, 20, 25, and 30 years.

1. 15
San Antonio Rock ‘n’
Roll Marathon
32
A Story of
Determination: Mystel
Duke’s Journey
4
New Service Center
in San Antonio
34
Emerging
Professionals
Update

2. EDITOR-IN-CHIEF
Lisa Pinto
EDITOR
Grace Gonzalez
CREATIVE DIRECTOR
Brian Badillo
WRITERS
Ashley Guzman
Grace Gonzalez
Kathryn Dinnin
Lisa Pinto
Mason Rodriguez
Roxanne Lujan
Tara Kelley
Taylor Cunningham
Victoria Penn
PHOTOGRAPHY
Brian Badillo
Melissa Webb
GRAPHIC
DESIGNERS
Jessica Molina
Juan Ginez
Melissa Webb
Robin Ingram
18 The Call of Duty:
You Answered, and We Thank You
ANNOUNCEMENTS
4 Service Center 5
IN THE COMMUNITY
6 Meals on Wheels
7 Scottsbluff Blood Drive
8 Jingle Bell Walk/Run: MLK Walk; Walk to
Defeat ALS
9 Giving Thanks
EMPLOYEES OF THE QUARTER
10 3rd Quarter, 2015
12 Length of Service Awards
HEALTH WELLNESS
14 Upcoming Races and Walks
15 2015 Rock ‘n’ Roll San Antonio Marathon
17 Health by Design Wellness Center
FEATURES
26 SWBC Investment Services:
On The Rise
30 Racing For Success
32 A Story of Determination
TRAINING AND DEVELOPMENT
34 Emerging Professionals
SOCIAL MEDIA
36 Establishing A New Form of
Social Marketing: The Customer
Experience
38 SWBC Mentoring Program Update
39 Microsoft Home Use Program
Discount
IN THE LOOP
40 Division Highlights
Our innovative payment solution accepts borrower payments through several channels and by various methods;
administers many of the compliance requirements, such as preparing and recording NACHA disclosures; and features
multiple settlement options, including same-day loan level processing.
SWBC’s payment processing technology makes accepting payments convenient and secure. It’s as simple as that.
To learn more call 866-316-1162 or visit swbc.com/easy today.
SWBC provides risk management, income generation, and business solutions for financial institutions of all sizes.
© 2015. SWBC. All rights reserved. 52440-1280 0415
EASY PAYMENT PROCESSING
It’s not just a good idea, it’s a viable solution.

3. announcementsSWBC
SWBC is growing! We now have more than 3,200 employees across the country,
and with a growing client base, we needed more space…so we purchased
another service center in San Antonio: SC 5—Centerview. On October 5, more
than 200 LPO, IT, and TED employees moved into the building.
SC 5, which sits on 11.15 acres, is located at 4300 Centerview, near the
intersection of 410 and Babcock. It’s a four-story building with more than 93,000
square feet, 650 workstations, and 950 parking spots. It also has eight training
rooms (with five of them in a centralized training center) and multiple employee
dining/breakrooms. SC 5 has a full emergency back-up generator and a 3,000
square-foot data center. Charlie and Gary have made significant investments
toward building improvements, including carpet, paint, lighting, HVAC upgrades,
building security to include an access control system, physical security officers,
and very soon a perimeter fence with controlled access.
SC 5 has plenty of room for us to grow into, and a number of different divisions
will eventually have employees located there.
A very special thanks to Margaret Coughlin, Steven Gray, and their teams for a
job well done in preparing the building for operation and executing the move!
Service Center 5
David Horne
Executive Vice President
4 5

4. communityIn
the
Meals on Wheels
This fall, Meals on Wheels of San Antonio expects to serve its one millionth meal. Christian Senior Services, which
operates Meals on Wheels of San Antonio, is a non-profit organization which has served senior residents of Bexar County
for more than thirty years. The agency began by serving eight meals a day to homebound seniors. It is now one of the
largest non-profit organizations in Bexar County. Without the support of SWBC’s volunteers, this would not have
been possible.
Thank you to each of our SWBC employees (aka Wheelers) who participate in delivering the meals on their own lunch
breaks. Each corporately sponsored delivery route is crucial to elderly clients in need of meals.
If you’re interested in volunteering, contact Sylvia Arizola at sarizola@swbc.com
Scottsbluff Blood Drive
The West Nebraska Blood Center is in dire need of Type A and Type O blood.
In an effort to assist, Community Involvement Committee Member, Lisa Nunn,
helped facilitate a blood drive at SC 4 in conjunction with the Regional West
Medical Center in Scottsbluff. We are grateful for the 58 employees who
contributed and made it possible to raise more than 58 pints of blood to
donate to the center. In addition, we want to thank the employees who helped
check people in, fill out paperwork, and perform blood pressure checks. We
appreciate your kindness and efforts in actively participating in the drive. If you
were unable to donate, and would like to, please visit RWHS Blood Donation.
Recap Of Events
“I have been involved for about 2 1/2
years, and I love it! I have a
soft spot in my heart for seniors, so I am so happy to be able to
help them in this simple way.” —Vicki Chapman
Walk to Defeat ALS,
San Antonio Walk
Earlier this year, former Sr. VP
of Finance, Dennis Carolin, was
diagnosed with ALS (also known
as Lou Gehrig’s Disease). In an
effort to show support, an SWBC
Accounting team was formed by
Cindy Jorgensen, and walk captain
Tom Whitmore stepped up in honor
of Dennis. Together, we raised nearly
$20,000 for the walk, which was
held on Oct. 31 at Woodlawn
Lake Park.
We’d like to thank everyone who
participated in the Jeans Day
campaign launched in September.
Through your direct contributions,
you helped ALS in its mission to
build hope and enhance the quality
of life, while aggressively searching
for new treatments and a cure.
6 7

5. communityIn
the
MLK Walk
On Monday, January 18, 2016, the MLK March of San Antonio
will take place, and several educational, inspirational, and
celebratory events will come together to honor one of the
nation’s most revered civil rights leaders. SWBC encourages
you to participate in this event and wear your SWBC Cares
t-shirt. The march will begin at 10:00 a.m. at the MLK
Academy, located in the 3500 block of MLK Drive. It will end
at the Pittman-Sullivan Park. More than 200,000 adults and
children are expected to take part in the march, making it
one of the largest in the United States.
To learn more about the activities and the march, visit:
https://www.sanantonio.gov/mlk
Giving Thanks
SWBC was honored to participate
in the 8th Annual Alpha Media
Radiothon which raised funds for
the 36th Annual Raul Jimenez
Thanksgiving Dinner. The event
raised a total of $114,748 which will
help feed more than 25,000 senior
adults and those less fortunate on
Thanksgiving Day.
To ensure a successful event, the
organization recruits more than
5,000 volunteers to greet guests,
prepare and serve meals, and clean
up at the end of the day.
For more information on how you
can volunteer on Thanksgiving Day,
please visit:
www.rauljimenezdinner.com
Jingle Bell Walk/Run
On Saturday, December 12. The Financial Institution
Group will be participating in the largest holiday 5K
race series aimed toward fighting arthritis. Chosen as
one of the “Most Incredible-Themed Races,” this walk/
run is a fun and festive way to kick-off your holidays
by helping others! Wear a holiday sweater of your
choice, put reindeer antlers on your pet, tie jingle bells
to your shoes, and bring your whole family to help find
a cure for the nation’s leading cause of disability.
If you’re interested in participating or joining the
team, please contact Andrew Lenz at
extension 17280.
Coming Up
Lisa Pinto, KTSA’s Trey Ware, Patricia Jimenez, and photo bomb by
KENS 5’s Bill Taylor
KTSA’s Sean Rima Interviews Lisa Pinto
Debbie Marino’s Commercial
SWBC is a proud sponsor of King Week in San Antonio.
Check out Connect for volunteer opportunities for week-long
activities leading up to the event. For up-to-date information,
like and follow the MLK Commission on social media!
Facebook: https://www.facebook.com/mlkcommission
Twitter: @MLKCommissionSA
8 9

6. quarterEmployee
of the
Service Center 2
Holley Sorenson
Client Support Manager, AutoPilot
Holley exemplifies Integrity, Service, Commitment, and Teamwork. She can be
counted on to identify concerns and ways to improve. She assists major clients
with special handling of their files/process. She logs in during her time off to test
system upgrades that impact the team. And, she was able to lead her team to
present clear and vital communication to our clients during recent ECM outages.
Service Center 3
Joshua Schafner
SharePoint Site Admin/Process Developer, LPO
Josh is a master at identifying needs, adding value, and delivering results. When
approached with a new project, he makes a concerted effort to identify and
understand the project’s objective. He helps his business partners articulate what
they need by asking the right questions and really listening. Josh has made more
great impressions in the short time he’s been with SWBC than some people make
in their entire career. He truly lives our core values.
Service Center 4
Becky Spencer
Customer Service Supervisor, LPO
Since joining SWBC, Becky has represented the core values to her peers, direct
reports, and management. She honestly exemplifies them all. Customer Service
Reps know that they can go to her anytime, and she will help them. When she
encounters issues, she is diligent to report them to the appropriate parties and
she sees them through to resolution. She also spends time on the Community
Involvement Committee. She makes “going above and beyond” a normal part of
her everyday work.
Congratulations to our employees recognized
for their Length of Service and the Employees
of the Quarter—Sasha Castillo, Tate
Delottinville, Ernest Pena, Holly Sorenson,
Joshua Schafner, and Becky Spencer.
Headquarters
Sasha Castillo
Reporting and Analytics Lead, Insurance Services
Sasha Castillo is a quiet, loyal, talented employee that helps SWBC Insurance
Services perform our jobs at the highest level. She continually steps up to the
plate on difficult projects. She comes in early and stays late on a regular basis,
just to go the extra mile for our clients. When our team has members like Sasha
working together, it gives us the confidence to know that SWBC clearly exceeds
our customers’ needs.
Field
Tate Delottinville
In-house Loan Officer, Mortgage
Tate Delottinville demonstrates Teamwork on a daily basis. Whether he is helping
with IT issues, guideline questions, making a valid point with underwriters to get
a condition cleared, or fixing the coffee dispenser, Tate always has solutions.
He is extremely knowledgeable and is always willing to help. He also has great
understanding of the products we offer. His strong work ethic pushes others to be
the best they can be.
Service Center 1
Ernest Pena
Supervisor, LPO
Ernest Pena has a high level of personal accountability and focus on excellence.
He will exhaust all options when completing his work and can work well
independently. His foundation of selflessness, engagement, and diligence forms a
powerful model for others to follow. His peers would be the first to share that he is
a willing teammate that fosters Trust because of his commitment to excellence. He
prefers working in the background, which only highlights his conviction.
10 11

7. Length of Service—5 Years
Annmarie Anderson
Kristie Arocha
Vance Blew
Jennifer Campbell
Philip Capitano
Maipou Chao
Pamela Cleghorn
Monika Cook
Maria Cooper
Allison Curry
Richel Darrah
Andrea Davis
Christopher Durand
Travis Ellis
Bradley Ferguson
Steven Garcia
Pedro Gonzalez
Christina Hernandez
Frederick Holmes
DeLee Ingram
Lonna Major
Phillip Miller
Christopher Moffat
Paula Moten
Melissa Nanez
Margaret Pappas
Joshua Paredes
Jackie Perez
Length of Service—30 Years
Nancy Ayotte
Length of Service—25 Years
Amy Bailey
James Crowley
Cindy Jorgensen
Paul Lawler
Charlie Mangan
Sharon Washington
Length of Service—20 Years
Tammera Farzaneh
Judson Gallagher
Cynthia Gutierrez
Connie Miles
Length of Service—15 years
Jennifer Webb
Length of Service—10 Years
Wendy Blankley
Lacie Brown
Yolanda Garcia
Heather Harrington
Angela Ingalls
Roxanne Lujan
Pedro Maldonado
Cecilia Martinez
Marcy Quick
Judith Santa Anna
Pamela Velasquez
Want to nominate an outstanding employee?
Complete the EOQ Nomination Form
and return it to Human Resources.
Janet Prado
Claudine Quiroga
Richard Simpson
Nicki Strickland
Sharon Thompson
Stacey Thomson
William Wittman
TEAM UP with SWBC
For nearly 40 years, SWBC has been teaming up with people, companies
of all sizes, and financial institutions in Texas and across the country.
© 2015. SWBC. All rights reserved. Securities offered through SWBC Investment Services, LLC, a registered broker/dealer. Member SPIC and FINRA. Advisory
services offered through SWBC Investment Company, a registered Investment Advisor. Loans are subject to credit and property approval. Restrictions and conditions
may apply. Programs and guidelines subject to change without notice. Rates change daily. SWBC Mortgage Corporation NMLS #9741, Corporate office located
at 9311 San Pedro, Suite 100 San Antonio, TX 78216. NMLS #9741 (www.nmlsconsumeraccess.org) 5380-6176 0915. * Maximum loan limits may vary based on the
investors loan program guidelines. 5380-6176 10/15
Individuals
Auto Insurance
Home Insurance
Life Insurance
Mortgages (up to $3M)*
Retirement Planning
Wealth Management
Businesses
Commercial and
Life Insurance
Employee Benefits
Workforce Management
Property Tax Services
401(k) Plans
Financial Institutions
Collections
Income Generators
Insurance Tracking
Default Risk Mitigation
Payment Technology
www.swbc.com | swbcinfo@swbc.com
12 13

8. wellnessHealth
November 13 Blacklight Run 5K—San Antonio, TX
November 14 Be a Hero: Cape Race 5K
Sugar Land, TX
November 14 Nashville Marathon and Half
Marathon—Nashville, TN
November 14 Corner Store Country Run 5K
San Antonio, TX
November 14 Los Luchadores 5K—San Antonio, TX
November 14 Stache Dash 5K—Dallas, TX
November 14 DAV 5K Run to Honor Veterans
Atlanta, GA
November 21 Frozen Turkey Trot 5K—Hastings, NE
November 21 Chosen: Marathon for Adoption 1M, 5K,
Half and Full Marathon
New Braunfels, TX
November 21 Pumpkin Pie 5K/10K—Denver, CO
November 21 Viva la Diva 5K/10K—Franklin, TN
November 21 Shiner Beer Run Half Marathon
Shiner, TX
November 26 Turkey Rock Trot 5K—Castle Rock, CO
November 26 Atlanta Half Marathon and
Thanksgiving Day 5K—Atlanta, GA
November 26 Boulevard Bolt 5M—Nashville, TN
November 26 Turkey Trot 5K—Franklin, TN
Upcoming Races
and Walks
Here’s a list of races and walks from across the nation.
These events are challenging, fun, and often support
a great cause.
The SWBC Running Team wants you to be a part
of the San Antonio Rock ‘n’ Roll Marathon! Sign
up today, and get $10 off at sign-up (use code
CORPSWBCSA). This discount applies to the
half or full marathons ONLY. Send your receipt to
ghermanson@swbc.com and get an additional
$25 reimbursement for participation in ANY event.
(This includes the full, half, relay, 10k and 5k.) Have
questions or want to join the team? Send an email to
runningteam@swbc.com.
Training Tips from your SWBC Running
Team Coordinator
Whether you’re already registered or are still
contemplating, the decision to run a full or half marathon
is a big decision! Here are some tips from fellow SWBC
employee and Running Team Coordinator, Melissa Webb.
1. Drink More Water, Less Soda
An optimal performance starts with good nutrition and
a well-hydrated body. That means you’ll have to start
feeding your body with micro and macro nutrients and,
unfortunately, give up the soda and burgers. While this can
be an extremely difficult task, you would be surprised at
your overall performance and mental readiness with minor
changes to your diet.
2. Practice Makes Perfect
During your run, an enormous amount of stress is put
on your mind and body. Your muscles will tire, ache,
and you may feel like quitting, but by implementing a
well-calculated training program leading up to race day,
you will be that much more prepared for the strenuous
morning. Everyone has a different background and
experience level, but I recommend a six-week training
program leading up to your official run. This gives you
ample time to begin working on your nutrition, pace, and
endurance. Stick to a plan, and watch how quickly you
can improve!
3. Dress for Success
Be prepared for the unexpected. Marathons are long,
time-consuming, and taxing on your body.
Minor obstacles like blisters from ill-fitting socks/shoes
or the weather can take its toll over the course of a 13.1-
or 26.2-mile run. Gear up the right way, and overcome
those setbacks to finish the race. For me, it all starts with
the right pair of shoes. Be sure to wear the right size,
accompanied by a cushioned pair of socks. And, rack up
some miles well ahead of the race to break them in.
With this year’s run taking place in December, you never
know what the weather will be like on race day. Thanks to
San Antonio’s unpredictable and sudden climate changes,
you could be running in shorts and a t-shirt or bundled up
in a headband, jacket, and warm pants. Do your research
leading up to the run, and plan accordingly.
4. Find your Motivation
Find what gets you off the couch and running down those
streets. You may run for a family member, in memory of
someone, or simply to be healthier. For me, I run to be a
better version of myself. Whatever the reason, look within,
and carry that through to the end of your run.
5. Keep Going
Finally, just do it! This entire process is going to be an
uphill climb (especially when you encounter the zoo hill),
but believe me, there is no better feeling than setting a
goal and accomplishing it. You don’t have to be the fastest
participant or beat a certain time, but if you don’t register
and participate, you’ll never know what you’re capable of.
Good luck to all of our participants!
2015 Humana Rock ‘n’ Roll
San Antonio Marathon
By Mason Rodriguez and Melissa Webb
For the second year in a row, SWBC is the Official
Financial Partner of the 8th annual 2015 Humana Rock ‘n’
Roll San Antonio Marathon and Half Marathon. You can
find our team of volunteers at the Health Fitness Expo
passing out SWBC swag, posing at our photo booth, and
at the finish line festival on race day!
Starting at the former home of our San Antonio Spurs,
runners will kick off their full or half marathon at the
Alamodome, jogging and exploring the heart of downtown
San Antonio. Thinking about participating? Continue
reading below for a schedule of events, running tips, and
registration details.
Schedule of Events
Friday | Dec. 4 | 12:00 p.m.–7:00 p.m.
Health Fitness Expo
Saturday | Dec. 5 | 9:00 a.m.–5:00 p.m.
Health Fitness Expo, 10K, Subway Kids Rock
Sunday | Dec. 6 | 7:30 a.m.–2:00 p.m.
Marathon Half Marathon, 5K, Two-Person Relay
All SWBC employees who register for the 2015
Humana Rock ‘n’ Roll Marathon or Half Marathon will
receive a complimentary race jersey. Be on the lookout
for more information.
November 26 The Great Turkey Challenge 5K
San Antonio, TX
November 26 Drippin’ with Thanks 5K—Austin, TX
November 26 Turkey Trot for Hope 5K—Mobile, AL
November 26 Fort Worth YMCA Turkey Trot 5K
Fort Worth, TX
November 26 Houston Turkey Trot 5K—Houston, TX
November 28 Toys for Tots 5K—Schertz, TX
December 4–6 Humana Rock ‘n’ Roll Marathon Series
San Antonio, TX
December 5 Deck the Trails 3M—Coppell, TX
December 5 Christmas City 5K—Minden, NE
December 5 Jingle Bell 1M/5K—Franklin, TN
December 5 Houston Methodist St. John Hospital
Reindeer Run—Houston, TX
December 12 Jingle Jog 1M/5K—Papillion, NE
December 12 Jingle Bell 1M/5K—Atlanta, GA
December 13 Dallas Marathon Half and Full Marathon
Dallas, TX
December 19 Ugly Sweater Run 5K—Denver, CO
December 19 Rudolph’s Red Nose 5K—Nashville, TN
December 19 Illuminations Half 5K/Half Marathon
San Antonio, TX
December 22 Dallas Jingle Bell Run 1M/5K—Dallas, TX
December 31 Resolution 5K—Denver, CO
January 3 Eat My Dust 5K/10K—San Antonio, TX
14 15

9. wellnessHealth
To SWBC employees,
We are very excited to be a part of the new Health by Design Wellness Center
at the SWBC Tower and know from our experience that this will be a great
benefit for SWBC employees, and even save lives for some. Because the
Wellness Center is a new concept with SWBC, I want to share something that
happens in every new Center we open.
The Wellness Center is a benefit that is so significant that many employees
wonder why the company would do something like this for their employees.
There is often suspicion by some employees that health information is being
passed to the company from visits in the clinic. I want to assure you that this
does not happen. Health by Design staff follow very rigid guidelines regarding
the privacy and security of your protected health information. We must comply
with all federal and state laws regarding the protection of this information in
the same manner as any other health care provider you might visit. Those
laws prohibit all health care providers, including us, from giving any protected
health information to your employer except under limited circumstances
specified in these laws, such as if an employee is threatening another
employee or considering suicide. Our computer and electronic medical record
systems have no connection to SWBC IT systems, and we maintain strict
security standards on our IT systems.
From a more practical standpoint, the Wellness Center would not be
successful if we passed information to the company. We see ourselves
as your trusted advocate in medical matters and that would violate that
trust. Furthermore, no one would come to the Center if they knew this was
happening, and Health by Design would never participate in a Wellness
Center with a company who wanted this information.
You can feel secure that we are here to help you manage your health and
provide the highest level of medical expertise and customer service so you
can remain healthy and productive. Your privacy and confidentiality are very
important to us. We look forward to getting to know you all, and we are
honored to be here.
Sincerely,
James W. Ogletree, MD
CEO and Medical Director
The primary physician for the HBD
Wellness Center for SWBC is Board
Certified Physician, Dr. Marijan D.
Gillard. Dr. Gillard is a native of San
Antonio, graduating with her Doctor of
Medicine degree from the University
of Texas Health Science Center at
Houston (UTHealth) in 1999. She
completed her Family Medicine
residency at the University of Texas
Health Science Center at San Antonio
(UTHSCSA) in 2002 as Chief Resident.
Dr. Gillard began her career in private
practice with a local family practitioner.
In 2005, she joined the faculty of
UTHSCSA and was the Medical
Director of Primary Care from 2008
through September 2014. Dr. Gillard
joined the Health by Design physician
team as a Wellness Center physician
in July 2015. She has 13 years of
experience taking care of patients of all
ages, which she thoroughly enjoys. She
has a passion for preventive care and
women’s health issues.
Marijan D.
Gillard, MD
Health by Design Wellness
Center for SWBC
Wellness Center
THE EFFECTS OF
ON YOUR HEALTH APPEARANCE
EXCESSIVE
SODIUM
9 out of 10 Americans
consume too much sodium
WHERE DOES IT COME FROM?
Excess levels of sodium/salt
may put you at RISK for:
YOUR HEALTH
• Stroke
• Heart Failure
• Osteoporosis
• Stomach Cancer
• Kidney Disease
• Kidney Stones
• Enlarged Heart
• Muscle
• Headaches
KIDS who have a high-sodium diet are TWICE as likely to develop high
blood pressure compared to kids who have low-sodium diets
10%other
sources65%supermarkets
25%restaurants
YOUR APPEARANCE
Excess levels of sodium/salt may cause
increased water retention, leading to:
• Puffiness
• Bloating
• Weight gain
HIGH BLOOD PRESSURE is a leading risk
factor for death in WOMEN in the United
States, contributing to nearly 200,000
female deaths each year
77.9 million American ADULTS have
high blood pressure. That’s nearly FIVE TIMES
the 42,000 annual deaths from breast cancer
5X
200k
Heart.org/sodium
©2014, American Heart Association 8/14DS6324
Wellness Center Extended Hours!
Nurses are now available Monday–Friday from
7:30 a.m. to 2:00 p.m. (with a 30-minute break from
12:30–1:00 p.m.)
Based on employee utilization, we hope to
expand the center’s hours in the near future, to be
able to include all San Antonio-based employees.
Currently, all full-time employees, part-time
employees, and interns working at Headquarters
may use the Wellness Center.
16 17

10. SWBC EMPLOYEES
SGT AARICA EVANS, Army
Data Integrity Representative, Lender
Placed Operations
SPC AARON SPOONER, Army
Customer Service Associate, Lender
Placed Operations
SSGT AMBER MING, Navy
Wealth Advisor, Wealth Management
CPT ANTHONY ‘TONY’ WILSON, Air
Force
Business Systems Analyst, Lender
Placed Operations
MSGT BENNY GARCIA, Air Force
Mail Operations, Mail Operations
SSGT BLAKE ENNIS, Air Force
Senior Network Engineer, IT
SPC CARLA DUDLEY, Army
Customer Service Associate, Lender
Placed Operations
SP5 CHUCK FRAWLEY, Army
Independent Insurance Broker, Insurance
Partners
CPT CLIFTON CONNER, Air Force
Audit Manager, Lender Placed
Operations
PO3 DARIN STORDAHL, Navy
Vice President, Lender Placed
Operations
SPC DAVID FORREST, Army
Resource, Education, and Development
Manager, AutoPilot
LT COL DEBORAH DIVICH, Air Force
AVP IT SQA Tester, IT
A1C DEL RICHO JONES, Air Force
Early Stage Collector, AutoPilot
SGT DENNIS FRECKLETON,
Marine Corps
Application Support Lead, Lender Placed
Operations
SGT GARY DUDLEY, Marine Corps
President and Co-Founder
LT GARY BIRDWELL, Army
VP of Operations, Employee Benefits
Consulting Group
1SGT GENE WELLS, Army
Corporate Concierge, Facilities and
Administration
CW2 GIBBY RODRIGUEZ, Army
Facilities and Administration Support
Coordinator, Administration
SGT GIL CASTILLO, Army
Wealth Advisor, Wealth Management
PO1 HECTOR LOPEZ, Navy
Senior Data Capture Representative,
Lender Placed Operations
PO1 HECTOR PAREDES, Navy
Telecom Manager, IT
TSGT JACKI CAMERON, Air Force
Personal Lines Manager, SWBC
Insurance Services
PO1 JAMES POWELL, Navy
Facilities and Admin Support
Coordinator, Facilities and Administration
PO1 JERRY HERNANDEZ, Navy
CPI Refund Processor, Lender Placed
Operations
SGT JIMMY ALEXANDER, Army
Assistant Branch Manager and Sr. Loan
Officer, SWBC Mortgage, Killeen
MSGT JOHN BUCKNER, Air Force
Implementation Manager, Lender Placed
Operations
MSGT JOHN SHEAR, Air Force
Web Developer, IT
CPL JOHNNY STARR, Marine Corps
Exceptions Processor, Lender Placed
Operations
My friends, my shipmates, and my service. In the military, your friends
become your family, and you build a bond so tight that it can never be
broken. We all made the sacrifices, as well as our families, to serve
our nation during a time that was very scary for our country following
the attacks on 9/11. Nearly seven years later and many miles apart, my
friendships with those sailors is stronger than any I have ever had.
—Amber Ming
To many people, November 11 is
just a typical day. To those who
served in the armed forces, it is
their day. It is Veteran’s day.
Originally meant to honor service
members who fought during
World War I, Armistice Day (as
it was first recognized) was
scheduled to coincide with the
date in which the Allied Forces
and Germany unofficially ceased
fighting. This fell on the eleventh
hour of the eleventh day of the
eleventh month, or Nov 11. Following World War II, which is perhaps the greatest mobilization of service
men and women our nation has ever experienced, President Dwight D. Eisenhower ensured that Armistice
Day would be meant to recognize all service members from all wars and would forever be known as
Veteran’s Day.
SWBC is proud to be the workplace of many of our nation’s finest and their family members. This Veteran’s
Day, we wish to recognize those employees and offer a resounding “Thank You” for their selfless service
and for answering the call of duty.
To us in America, the reflections of Armistice Day will be
filled with solemn pride in the heroism of those who died
in the country’s service and with gratitude for the victory,
both because of the thing from which it has freed us and
because of the opportunity it has given America to show
her sympathy with peace and justice in the councils of
the nations…
—President Woodrow Wilson
18 19

11. FAMILY MEMBERS
TEC3 ALVIN J. REINDERS, Army
Grandfather of Veronica Reinders,
Product Implementation Analyst for
Mortgage and Bank
A1C ANDREW JORDAN GROVE, Air Force
Son of Andrew Grove, VP of Sales for
the Employee Benefits Consulting Group
CPO ASHLEY KELLY, Navy
Husband of Maria A Kelly, Client
Services Specialist for Lender Placed
Operations
TSGT A’ZHIA ANTOINE, Air Force
Daughter of Bernadine BJ Antoine, Mid-
Late Collections Lead for AutoPilot
MSGT BILLY J. BOLLING, Air Force
Father of Lisa Bolling, Senior Accountant
for PEO
SPC BRAULIO RODRIGUEZ BERRIOS,
Army
Husband of Emily Rodriguez,
Commercial Lines Manager for
Insurance Services
CCM BRENT S. SHEEHAN, Air Force
Father of Josh Sheehan, Marketing
Analyst for Marketing
SPC CARLOS GIOVANNI GARCIA, Army
Husband of Michelle Miguez-Garcia,
Retirement Plan Administrator for PEO
MAJ CHARLES A. PINTO, Army
Brother of Lisa Pinto, AVP Marketing
Public Relations for Marketing
GYSGT CHARLES J. ARNBRECHT JR.,
Marine Corp
Father of Cyndy Stewart, VP Business
Development for The FI Group
PO3 CHRISTIAN L. GOLD, Navy
Son of Susan Barker, Client Service
Specialist for Lender Placed Operations
SFC CHRISTOPHER TILLMAN, Army
Brother of Christine Tillman, Collections
Counselor for AutoPilot
SFC CLINTON SALZMAN, Army
Father of Denise Salzman, Workday
Project Manager
SPC CURTIS D. MOFFETT, Army
Father of Quiana McPherson, Customer
Services Representative for Lender
Placed Operations
PFC JOSE CARDONA, Army
Escrow FI Support Representative,
Lender Placed Operations
SFC LEE BARROLL, Army
Sr. Loan Officer, Mortgage, Nashville
SPC LEROY PICKETT, Navy
Collection Agent, AutoPilot
PFC LYSANDRA MATYAS, Army
Outbound Escrow Customer Service
Associate, Lender Placed Operations
MSGT MARGARET PEGGY PAPPAS,
Air Force
Sr. Operations Specialist, Operations
SMSGT MARTIN BARRON, Air Force
Software Developer, IT
SGT MARY BEARSE, Army
Mortgage Refund Processor, Lender
Placed Operations
SGT MATHEW MEADOWS, Army
Customer Service Associate, Lender
Placed Operations
CPT MICHAEL WISE, Army
Director of Security, Facilities and
Administration
SRA MIKE DUNCAN, Air Force
Asset Recovery Manager, Lender Placed
Operations
SGT NANETTE ELAINE JEFFERSON,
Army/Navy
Data Capture Representative, Lender
Placed Operations
SPC NATHAN VALDEZ, Army
Customer Service Associate, Lender
Placed Operations
CPL OLIVER JACKSON, Marine Corps
Systems Analyst, IT
SSGT PAUL CHAPA, Air Force
Excess Flood Coordinator, Mortgage and
Bank
CPL RAYMOND CUEVAS, Marine Corps
Outbound Escrow Account
Representative, Lender Placed
Operations
AMN ROB FLORES, Navy
Branch Manager, SWBC Mortgage,
Blanco
SPC ROSA THOMPSON, Army
Client Service Specialist, Lender Placed
Operations
CPL RUDY ALVA, Marine Corps
Application Support Supervisor, IT
MSGT SCOTT MCCULLOCK, Air Force
IT Manager- Enterprise Content
Management, IT
SN STEVE MIKULAS, Navy
Consultant Support, Ad Valorem Tax
Advisors
SSGT TANYA PINDELL, Army
Distribution Clerk, Mail Operations
PO3 TIM BALL, Navy
Senior Programmer Analyst, IT
PFC VICTORIA PEREZ, Army
Data Integrity Specialist, Lender Placed
Operations
CPT WAYNE JURESKI, Army
Senior Applications Developer, IT
My most memorable experience was during the Persian Gulf War;
I was with The XVIII Airborne Corps as a camp on the border of
Iraq and Saudi Arabia. We had been waiting for the air war to
begin when we were woken up around 3 a.m. by the gas sirens
letting us know we had to get in full chemical gear. We didn’t have
the Internet like we do now, and our most advanced technology
was our hand-held stereos. Just then, we started hearing the
bombs exploding in the distance. You could feel the ground shake
and see the explosions in the far ahead in the distance. Just then,
we heard over our radios, CNN’s Peter Arnett say those famous
words that I can still hear, ‘The liberation of Kuwait has begun.’
—Gil Castillo
I joined in June 1990, and the Gulf War started two months
later in August 1990. The dynamics and tone of our training
and operational exercises increased, and everything was in a
heightened state due to the war. I really remember the support
we received from the civilian population during my service, and
I love how it has continued to be a focus by the general public.
As a disabled Veteran, the support from our communities is
very important and is greatly appreciated by Veterans and
active duty military members.
—Darin Stordhal
20 21

12. SGM EDWARD GARZA, Army
Father of Sarah Garza, Senior
Operations Specialist for Lender Placed
Operations
PVT ERVIN RICHARD SCHNEIDER, Army
Son of Jeff Schneider, Account VP for
The FI Group
MAJ FRANK LEE MELTON, Army
Father of Akela Melton, Mortgage
Refunds Processor for Lender Placed
Operations
CPT FRANK MOLINA, Army
Father of Jessica Molina, Graphic
Designer for Marketing
MAJ GEN FRANK P. RAGANO Army
Father of John Ragano, Mortgage Loan
Officer for Mortgage
COL FREDRICK AUSTIN STINSON,
Air Force
Grandfather of Lisa Stinson, Marketing
Programs Developer for Marketing
SSG GARY B. PHAN, Army
Husband of Everalyn Phan, Sr. Loan
Processor for Mortgage
MAJ GEN FRANK P. RAGANO, Army
Father of John Ragano, Mortgage Loan
Officer for Mortgage
PO1 GENE GAYLON GRAY, Coast Guard
Brother of Deborah Gray Marino, VP
Community Relations
COL H. D. SMITH, Air Force
Father of Laurie Smith, Check Processor
for Lender Placed Operations
SSGT HENRY E. LEWIS JR., Air Force
Brother of Henrietta Lewis, Early Stage
Collector for AutoPilot
TSGT HENRY E. LEWIS SR., Air Force
Father of Henrietta Lewis, Early Stage
Collector for AutoPilot
WO2 JASON YATES, Coast Guard
Brother of Tara Kelley, Business Systems
Analyst for IT
MSGT JEFF MARQUEZ, Air Force
Husband of Stefanie Marquez,
Commercial Lines Account Manager for
Insurance Services
MAJ JEROME EDWIN KLEINBURG,
Air Force
Father of Sarah Kleinburg, Operations
Representative for Lender Placed
Operations
CMSGT JOHN C. MAPLES, Air Force
Husband of Janie Maples,
VP Post-Closing
SGT JOHN CREEL, Navy
Husband of Kathy Creel, Mortgage
Underwriter for Mortgage
SN JOHN BERNARD BENCH, Navy
Son of John Bench, Collections Lead for
AutoPilot
TSGT JONATHAN CARL FEDORKOWICZ,
Air Force
Son-in-law of Carol Dylla, Sr. Processor
for Mortgage
SFC JOSE SAMUEL VILLANUEVA, Army
Brother of Rebecca Leal, Data Integrity
Specialist for Lender Placed Operations
PFC JOSEPH WALTER JACKSON, Army
Father of Colton Jackson, Sr. Loan
Officer for Mortgage
SPC JOSH JOHNSON, Army
Brother of Courtney Johnson, Sr. Loan
Processor for Mortgage
SPC JUAN PABLO RIVERA JR., Army
Brother of Anna Rivera, Customer
Service Associate for Lender Placed
Operations
SGT JUAN REYES JR., Army
Brother of Elizabeth Reyes, Collector for
AutoPilot
SFC JUAN MEDRANO, Army
Grandfather of Veronica Medrano, Client
Service Specialist for Lender Placed
Operations
SFC KATHLEEN HENDERSON, Army
Mother of Annmarie Anderson, Quality
Control Specialist for Lender Placed
Operations
GYSGT KENNY GOSS, Marine Corp
Brother of Pam Goss, Client Services
Specialist for Lender Placed Operations
SN KEVIN ULCH, Navy
Son of Diane Ulch, Mortgage
Underwriter for Mortgage
BM3 LARRY LOWE, Navy
Father of David Lowe, Mortgage Loan
Officer for Mortgage
SSGT LA’TISHIA BARNES, Air Force
Sister of Ebony Barnes, Client Services
Specialist for Lender Placed Operations
WO3 LAWRENCE LOOKABILL,
Marine Corp
Son of Janette Lookabill, Exceptions
Processor for Lender Placed Operations
SSG DANIEL V. GONZALES, Army
Husband of Rose Gonzales, Data Integrity Team Lead for
Lender Placed Operations
CPO DANIEL YATES, Coast Guard
Brother of Tara Kelley, Business Systems Analyst for IT
SPC DAVID J. CAMPOS JR., Army
Husband of Melissa Campos, Mortgage Refunds Processor
for Mortgage
SPC DAVID J. GOLD, Army
Son of Susan Barker, Client Service Specialist for Lender
Placed Operations
COL DAVID ROBERT STINSON, Army/Air Force
Father of Lisa Stinson, Marketing Programs Developer for
Marketing
PO3 DAVID J.W. KINNAMONT, Coast Guard
Husband of Victoria Kinnamont, Client Services Coordinator
for SWBC Life Insurance Company
SSG DEREK V. BAKER, Army
Husband of Madelyn Baker, Senior Project Manager for
AutoPilot
SGT DESMOND HAGGRAY, Army
Husband of Chelsea Haggray, Product Implementation
Analyst for Mortgage and Bank
CPT DONALD J. MALONEY JR., Air Force
Husband of Denise Maloney, Senior Product Specialist for
Mortgage and Bank
CMSGT DOUGLAS CAMPBELL, Air Force
Husband of Cindy Campbell, VP Financial Reporting for
Accounting
SMSGT EARL J. GOULAS, Air Force
Father of Dana Goulas Garth, Sr. Loan Processor for
Mortgage
My most memorable part of my service was the camaraderie
and personal closeness and belonging to something that was
bigger than myself.
—Martin Barron
22 23

13. MAJ LEANDER J. BRANDT, Air Force
Son of Elizabeth Howard, Business
Systems Analyst for IT
GARY LEE ALLEN, Army
Grandfather of Kayla Weideman,
Customer Service Associate for Lender
Placed Operations
SPC LINCOLN T JOHNS, Army
Son of Katherine Johns, Loss Draft
Processor for Lender Placed Operations
SHELLY LYNN STINSON, Air Force
Mother of Lisa Stinson, Marketing
Programs Developer for Marketing
SPC MACARIO C. HERNANDEZ, Army
Father of Marisa Hernandez, Mortgage
Refunds Processor for Lender Placed
Operations
PO3 MARC RAMOS, Navy
Son of Patty Garcia, Payroll Specialist for
Human Resources
SGT MARK HOLSINGER, Army
Father of Krystina Holsinger, Customer
Service Associate for Lender Placed
Operations
SSGT MATTHEW BRETT DYLLA, Air Force
Son of Carol Dylla, Senior Processor for
Mortgage
PFC MAURA MCKINNEY, Army
Mother of Krystina Holsinger, Customer
Service Associate for Lender Placed
Operations
SGT MAURICE W. MENDOZA, Army
Husband of Melissa Mendoza, Quality
Control Representative for Lender
Placed Operations
SGT MELVIN MARION MEHLING, Army
Husband of Margaret Mehling, Customer
Service Representative for Lender
Placed Operations
SSG MITCHEL ANDREW STONE, Army
Son of Robert Pippin, Sr. Loan Officer for
Mortgage
MSGT NICHOLAS J. FALLETTA JR., Army
Father of Nicholas Falletta, Accounts
Services Representative for AutoPilot
MSGT RAFAEL AGREDANO JR., Air Force
Father of Erika Agredano, Operations
Representative for Lender Placed
Operations
SN RALPH CAMILO CALIENDO JR., Navy
Father of Marie Gaitan, Customer
Service Associate for Lender Placed
Operations
COL RANDALL KELLEY, Army
Father of Tara Kelley, Business Systems
Analyst for IT
TSGT RAUL G. PEREZ, Army
Father of Sonia F. Ervin, Client Services
Specialist for Lender Placed Operations
PVT RAYMOND A. PAGE, Army
Brother of Julie Page, Customer Service
Associate for Lender Placed Operations
SFC ROGER BROADBENT, Army
Father of Kelli Broadbent, Sr. Loan
Officer for Mortgage
1LT RONALD MORGAN, Army
Husband of Irene Morgan, Mortgage
Branch Manager for Mortgage
“I was stationed in Germany for a majority of my time in service.
While I was there, I heard stories about World War II, Hitler, the Jews
and the oppression, and how we, Americans, had impacted the war.
It reminded me of what we should really be fighting wars for.”
—Victoria Perez
Honor to the soldier and sailor everywhere, who bravely bears his country’s cause. Honor, also, to the
citizen who cares for his brother in the field and serves, as he best can, the same cause.
—President Abraham Lincoln
CPO RYAN D SIMPSON, Navy
Son of Frances Fischer, GAP Claims
Adjuster for Lender Placed Operations
SSGT SCOTT GONZALEZ, Air Force
Husband of Kerri Gonzalez, Customer
Service Representative for Lender
Placed Operations
A1CAIC SHANTE PALILLERO, Air Force
Daughter of Henrietta Lewis, Early Stage
Collector for AutoPilot
SMSGT STEVEN EDWARD VREEKE,
Air Force
Son of Tracy Romero, Operations
Representative for Mail Operations
COL THOMAS F. TAPMAN, Air Force
Father of Tamara Tapman, VA Liaison for
Mortgage
PO1 THOMAS WHITLATCH, Navy
Husband of Sharon Whitlatch, Mortgage
Branch Manager for Mortgage
SSG WALT SMITH, Army
Grandfather of Brittany Huston,
Customer Service Associate for Lender
Placed Operations
MAJ WILLIAM G. DIPPO, Army
Father of Michael Dippo, SVP for Lender
Placed Auto
SGT WILLIAM MARTINEZ, Army
Husband of Tara Kelley, Business
Systems Analyst for IT
PO3 WILLIAM RYAN DEUVALL, Navy
Son of Donna Deuvall, Mortgage
Underwriter for Mortgage
SGT WILSON H. SCOTTY LANDRY, Army
Father of Vicki Chapman, Executive
Assistant for Charlie Amato
SWBC Employees and family members were submitted in response to a survey sent globally. We are
proud of all our Veterans and family members who put their lives on the line for our freedom.
24 25

14. Top Row, Left to Right:
John Tuohy, Managing Director of
Capital Markets
Kelly Tramontano, CEO
Jake Palmer, COO
Scott Rykert, Managing Director of
Capital Markets
By Grace Gonzalez
While most employees are arriving for
work, the men at the Fixed Income desk are
presumably on their third cup of coffee. With
a start time of around 5:30 a.m. on most days,
the team of bond traders are scoping out the
market, preparing for what they want to buy,
and getting bids out into the marketplace.
Bottom Row, Left to Right:
Ryan Riffe, Fixed Income Trader
Sean Tuohy, Fixed Income Trader
Chris Elbrecht, Fixed Income Trader
26 27
Not Pictured, PK Marshall

15. , SWBC added
inventory trading to its Fixed
Income desk under the leadership
of Kelly Tramontano. The Investment
Services division welcomed three of the
top bond traders in the industry to help launch
this new initiative: Scott Rykert, John Tuohy, and
PK Marshall.
“This was a goal of mine for many years. I started
my career working on a Fixed Income desk,
and I knew we could eventually grow enough
to support one. We worked on it (hit and miss)
for about three years to get it up and running.
Finding the right talent and the right skillset to
make that happen changed the game and has
made a tremendous impact,” explained Kelly.
The trio brings more than 47 years of combined
experience in Fixed Income trading to SWBC.
They formed a camaraderie at a former firm
and were able to use the knowledge and skills
learned to hit the ground running during the
launch of the new venture.
“This is the first time we have the expertise
on our team to participate in the underwriting
market, so when a municipality or school district
does a bond issuance, we can actually be a part
of that underwriting process for distribution—it’s
an entirely new market that we haven’t been
able to participate in prior to completing the
team,” shares Kelly.
f Finding the right talent
and the right skillset to
make that happen changed
the game and has made
a tremendous impact.
“
”
As you can imagine, no two days are ever the same behind the trading desk. At times, the desk can get
intense, as bids are being put out into the marketplace—sometimes, as many as 2,000 a day. This role is
definitely not for the shy and meek. A commonality the traders share is a love and passion for their job. To
be successful in this type of environment, one must be able to comprehend the multi-interaction, the data,
and how they affect each other, because the bond market is so multi-faceted. In risky situations, it’s easy to
be discouraged, especially when a lot of money is at stake. However, one thing is certain, these men surely
put their best foot forward on a daily basis.
money to the entity for the
period of time until the bond
matures. At maturity date,
the bond is retired, and the
original principle paid for the
bond is returned to the lender
from the issuer.
There are three main types
of bonds that make up the
bond market: federal bonds,
municipal bonds, and corporate
bonds. If a bondholder wants
to sell their bond before it
matures, they have to find a
buyer who is willing to pay
them the price of the bond in
exchange for the future interest
payments, and once the bond
matures, the new owner will
receive the principle back. This
“exchange” is what makes up
the “secondary market” for
Fixed Income. The primary
market is when an issuer puts
its bonds out to the market for
the first time and receives the
borrowed money as principle.
The secondary market is where
buyers exchange the bonds that
have not yet made it to maturity
date, but still pay interest.
So, in a nutshell, Fixed-Income
Traders assist with the trading
of bonds among bondholders,
and they earn profits by buying
them at a discount, and selling
them to new buyers for a
fair price. Our desk has the
ability to participate in both
the primary and secondary
Fixed-Income markets. When
an entity, like a school district,
needs to raise money to build
a new school, they can offer
a bond issuance to build the
school, which is done in the
primary market. We participate
by helping the school district
find buyers for their bonds.
Once the school is built
and the bonds mature, the
taxpayers fund the operations
of the school through property
tax assessments. Until the
bonds mature, however, they
will trade in the secondary
market among buyers such
as individuals, mutual fund
companies, investment
advisors, money managers,
and much more. The team
competes against broker/
dealers all across the country,
from big corporations like
Merrill Lynch and Goldman
Sachs, to smaller corporations
like ourselves. When they
prepare for the day-to-day,
they are looking at anywhere
from 12-15,000 bids and
50,000 offerings.
Preparation is key to meeting
their goals; keeping up with
the latest trends, interest rates,
economic data, and the stock
market are essential, as it
influences their strategy and
outcome for the day.
Learning the ins and outs
of bond trading is just
like learning to trade any
other security; you have to
understand what it is you’re
trading and the value behind
it. For further clarification on
common bond terminology,
check out the Bond Basics.
What do bond traders do?
In order to understand what they
do, you first have to look at what
defines a “Fixed-Income security,”
commonly referred to as a
“bond.” Most people have heard
of the stock market; it’s where
public companies issue “stock”
to raise capital to fund their
operations. In simplistic terms,
the stock trades in the open
market based on what it’s worth,
what price someone will pay to
own it, and what price someone
will sell it for. Your earnings are
based primarily on the value of
the shares.
A “Fixed-Income” security, or
bond, is different than stock. It
is a security that is issued by
an entity to borrow capital, or
money, to fund a specific project
or need. They are called “Fixed
Income” because each bond
(security) has a stated interest
rate (a fixed rate that produces
income), a maturity date, and a
face amount; the buyer (owner)
of the bond receives the
interest payment for the period
of time they hold it, as a return
for lending the face amount
they paid for it to the issuer. In
essence, buyers are lending
Types of Bonds:
ŠŠ Federal Bonds are issued by
the US government. The interest
earned from them are exempt from
federal, state, and local income
taxes, and the interest payments
are backed by revenue and taxing
power from the government.
ŠŠ Corporate Bonds are issued
by a corporation. The interest
earned is taxable and the
interest payments are backed by
revenue from the company.
ŠŠ Municipal Bonds are issued
by a city, state, county, or other
municipal entity to build schools,
highways, hospitals, and other
projects for the public. Interest
earned from municipal bonds
are exempt from federal income
taxes, and in most states, exempt
from state and local taxes within
that state. Interest payments are
backed by the revenue or taxing
power of the entity and differ
from bond to bond.
Terminology
ŠŠ Coupon—an interest payment
you get on a semi-annual basis
ŠŠ Maturity date—the date the bond
becomes due and is repaid to the
investor and interest payments stop
ŠŠ Fixed Income—the income
produced from the coupon is
a fixed payment and does not
fluctuate (i.e., if you buy $10K on a 5%
coupon, every year you get $500)
ŠŠ Primary market— the market
where an issuer works with
investment bankers, syndicates,
and managers to create the bond
issuance and distribute it to the
market for the first time
ŠŠ Secondary market—is a market
where bondholders can buy and
sell bonds that still pay interest
payments and have not matured
or come due because their
maturity date is in the future
ŠŠ Underwriting market—a firm has
to be approved to participate in
underwriting as a business line
by FINRA, the industry regulators.
Once you have obtained this,
then you have to submit for
approval by each underwriting
entity that you would like to
participate with. The underwriting
market is made of primary
offerings that come to market,
but an entity that offers them
and firms that are approved, help
distribute the bonds.
28 29

16. I
n the world of race-car driving, where
only 19 thousandths of a second sets
you apart from the winner of the race,
to participate among these types of
competitors is a feat on its own. That
was the case for rookie, Sallie Sylvester,
at the Les Schwab Challenge at
Woodburn Dragstrip, Woodburn Oregon,
on the weekend of July 18.
Sallie joined SWBC in February of
2013; she is the Vice President of Sales
for The Financial Institution Group’s
Mid-Tier client market for Oregon and
Washington. When she’s not building
relationships with clients and prospects,
identifying their business needs, and
offering products and services to help
them manage their lending portfolio
risks, you can find her at the race track
working on improving her time, studying
race routines, and working on her
dragster engine.
“When I was a little girl, my dad and I
would run errands—anytime we got in
the family car to go to the grocery store
or church, his imagination would kick
into high gear to make the trip in the car
feel and sound like we were on the race
track, imagining the excitement of the
crowd cheering as we were winning the
race. Also, I would watch my childhood
best friend, Angela, and her husband,
drag race their motorcycles at 150 mph
in the quarter mile. Whenever I watched
them race, I would think, someday I want
to do this. I also watched NHRA Drag
Racing on television and at various race
tracks—that’s where I had the vision and
the dream of racing a dragster down the
track someday,” Sallie remembers.
She began her racing career in 2000,
where she participated in sand-rail
racing for more than ten years. Sand-rail
racing specifically operates on sandy
terrain, on a straight track of 300 feet,
whereas the racing she does now is
four times the length (a quarter mile) and
operates on cement and asphalt.
Sallie recalls the first sand-rail race in
which she participated. She made every
mistake you could think of and lost
the race, but that didn’t stop her from
competing; quite the opposite, it only
fueled her flame for the next race. Her
second sand-rail race was a ‘shoot-out’
race–which is an elimination process
giving the racer with the most consistent
reaction and elapsed time down a
straight 300-foot course. She took first
place overall against 40 competitors.
Some might call it beginner’s luck; others
will call it skill, but Sallie went on to win
every sportsman race she competed in
and took home Rookie of the Year award
that season. In 2002, she continued
her winning streak, and the races in
which she won first place throughout
the season qualified her for entry into
the ‘King of the Hill,’ where she won first
place, along with bragging rights.
She also enjoys building and working on
the vehicles. In 2010, she and a friend
spent their weekends building their very
own dragster. It took nearly three years
to complete the dragster, Red Thunder.
It was named with her first sponsor’s
name in mind, Thunderbolt Racing Fuel.
With no previous experience building
a dragster, it was one they felt they
could undertake since her friend was an
aircraft mechanic by trade. They both
worked on it and installed engines in
classic cars before that.
“I’ve always been intrigued with how
engines function and like working
on them,” Sallie states. “I have been
truly blessed and fortunate to have
various people in my life to teach
me and show me how to work on
engines and the electronics. I consider
myself a ‘gearhead,’ and I really enjoy
motorsports of all types.”
by Grace Gonzalez
THE RACE
After completing the NHRA License requirements, which consisted of
a physical and mental examination, a special cockpit orientation test
(“blindfold” test), and test-runs on the track, Sallie earned her NHRA License
in 2014 and has been racing ever since.
The drag racing season typically begins in June and ends in September,
leaving room for Sallie to race only two weekends a month.
With hands gripped to the wheel, cresting 192 miles per hour in 7.05
seconds in a ¼ mile toward the finish line, Sallie came in second against
professional driver, Dan Provost, at the Les Schwab Challenge race
July 19th. Leading up to this final race, she was up against 68 other
competitors, winning multiple rounds of racing to meet Dan Provost face-
to-face in the finals. Sallie’s friends, sponsors, and crew were very proud
of the achievements and Sallie could not have been happier with a second
place win.
THE TEAM
When it comes to racing, it truly is a team sport. Sallie has entrusted a
number of long-time friends with roles on the Red Thunder team.
Currently sponsored by Thunderbolt Racing, Sister Fruit Company,
Tarabochia Motor Sports, and Waddington Machine, the team is fortunate to
receive many perks to include an unlimited supply of race fuel.
HER INSPIRATION
Sallie finds inspiration from many race car drivers to include John Force,
American NHRA drag racer and 16-time Funny Car Champion Driver. His
daughter, Courtney Force, is also someone whom she admires. Sallie has
been very fortunate to have mentors since she began drag racing with Red
Thunder, Mark Tarabochia and Joey Severance. They have given her key
advice to help her improve her racing skills, build her confidence, and most
importantly, help her get down the track safely.
According to Sallie, the dream of driving as a professional NHRA drag racer
is not far-fetched. In fact, it is a goal of hers.
“My vision and dream of racing a dragster so long ago was never lost, and
now that it has come to fruition, I am excited for the next chapter in my
racing life. People ask me, ‘Are you scared when you go down the track?’
My response is that I honestly am not. I don’t know if it’s because it happens
so fast—seven seconds and I’m down the track—or, if my passion and love
for this sport makes it so very exciting, rather than scary. Someday, I would
love to do this professionally; I hope I can be consistent in winning many
races to be able to prove to my friends and sponsors that I can do just that.
Without the support of my friends and sponsors, I would not be ‘Living the
Dream,’ and for that, I am humbled and grateful.”
Her advice to anyone who may ask? Believe in yourself and work every moment
you can toward making your dreams become a reality—it is an incredible and
awesome feeling.
30 31

17. that rewards accountability and
commitment, Mystel feels as though
it gives her energy to get things done
and help the company to be the best
it can be. Plus, when surrounded with
a talented team and colleagues who
have the same commitment to success
as you do, anything is possible.
There has been quite a bit of
transformation over the last 27 years
that Mystel has worked for SWBC—
both personally and professionally.
The company has grown, as has
Mystel’s family. She is married to
Dwain, whom she has known since 3rd
grade. And the loving couple has two
daughters, Delaney and McKenzie, in
addition to a sweet dog named Jerry
Lee. Besides work, Mystel’s family
is her hobby. Both her daughters
are very active in athletics, and she
enjoys being their cheerleader at
sporting events such as softball.
McKenzie will soon be entering high
school, and Delaney is currently
applying to colleges while finishing
her senior year. Mystel’s family is
quite philanthropic and is dedicated
to raising awareness of early cancer
detection and prevention through
regular physicals and screenings. This
has become an important mission
for Mystel—in recent years, she was
diagnosed with Triple Negative Stage
3 Breast Cancer. It was actually one
of Mystel’s colleagues who pushed
her to get the physical where the
cancer was discovered. Now, she is in
remission, and she openly attributes
much of her recovery and positivity
during such a difficult time to SWBC.
The company completely supported
her throughout her treatment.
Looking back at her journey, Mystel
believes the best part, the most
memorable, the most rewarding…is
being able to experience that journey
at SWBC. Mystel enjoys coming
to work every day because of the
wonderful people who work for this
company. However, she admits, if she
has one area to improve, it would be
a better work/life balance. For Mystel,
work is fun (in addition to being her
hobby) and sometimes she tends to
work too much.
Over the years, Mystel has coined
the phrase, “Crazy just might work!”
And looking back at her life, both
personally and professionally, crazy
did work. While she may believe
her accomplishments are luck, it’s
definitely more than that. She is a hard
worker. And, as for us? We are the
lucky ones. We have the privilege of
working with Mystel and experiencing
her leadership, dedication, and loyalty
each and every day.
I
f anyone were to ask Mystel
Duke to describe her life in one
word, she would say “lucky.” But
those around her would say luck
isn’t what got her where she is
today–it was her talent, hard work,
and determination. Although many
events in her life where unplanned,
and Mystel attributes several
occurrences to luck, her life has more
often been impacted by her sheer
tenacity and a loving support system–
both at home and at work. Mystel
was born in Rochester, New York,
and she was adopted by wonderful,
loving parents. Her mother and
father were the two most influential
people in her life. They worked
very hard themselves–often times
handcrafting pieces for their home,
such as furniture and art. Mystel’s
father was a professor and worked in
education. His job eventually moved
them from New York to Kingsville,
Texas. Throughout her childhood,
Mystel’s parents continued to teach
her the importance of hard work in
order to be successful throughout
her life. She took this lesson to heart
and has carried it with her to this day.
In the late 1980s, Mystel graduated
from Texas AM University with an
undergraduate degree in industrial
psychology and business, moved to
Austin, and began looking for work.
But luck or fate, as it were, took
the wheel after an unfortunate car
accident. Money was tight, and she
was looking for any position, with
any company that would just give her
a chance. It was then that a friend
referred Mystel to SWBC to take a
typing test. With little experience
in the financial sector, she did well
enough to secure an interview, and
that same day, Mystel was offered
a job. She happily accepted—sight
unseen, with no clue as to what she
would be doing, in a brand new city.
Mystel started her career with
SWBC as a Customer Service
Representative–part of a three-
person team. Mystel worked hard
and was very loyal to SWBC. She
was rewarded for her dedication and
worked her way up from a service
rep to leading her own department.
After 27 years, Mystel is now the
Senior Vice President of Human
Resources and is the 7th longest-
tenured employee. Over the years,
she has been an integral part of the
company’s growth—watching the
number of employees expand to more
than 3,000. Mystel is most proud of
her role in helping automate many
processes for the company, most
recently launching Workday. Prior to
that, Ultipro, TOM, and Wingspan were
spearheaded by Mystel and her team;
all of which have improved employee
efficiency and helped make jobs
easier. For example, at one point in
time, each manager was responsible
for conducting annual reviews for
each employee on the anniversary
of their hire date. Thanks to Mystel’s
leadership and influence, SWBC
streamlined this process, and the
company now conducts all employee
appraisals on an annual basis via an
automated online tool.
While she may call it luck, Mystel has
put in long hours and is extremely
passionate about SWBC. She
attributes the huge driving force
behind her dedication, to the respect
and loyalty shown by company
leadership—especially Charlie and
Gary. By providing a work environment
By Kathryn Dinnin
“Mystel is an
inspiration and joy
to everyone she comes
in contact with. SWBC
and every employee are
fortunate to have her
leading the HR team.”
—Mandy Smith, VP, Training
Development
“I have
worked for
Mystel for the past
23 years and she has
always been there,
readily available to assist
in any situation, at
any time.”
—Jean Neumann,
Generalist, HR
“On any given
day, Mystel’s
contagious laugh will
light up a room and
leave you no choice but
to join in.”
—Liliana Montes, Benefits
Manager, HR
“My one word
definition of Mystel:
Tenacity”
—Bobby White, VP,
Financial Strategy
“Mystel is an
absolute joy to
work with, and she
models our Core Values
in everything
she does.”
—David Horne, EVP
32 33

18. Emerging
Professionals
developmentTraining
and
The 2015–2016 Emerging Professionals kicked off August 20, with introductions
and committee selections, followed by a meeet and greet at Rosario’s. For the
upcoming season, Emerging Professionals were allowed to select from three
committees: Brand Awareness, Community Involvement, and Recruiting. Under
the leadership of Candy Ferdin and the Core Champions, each of the committees
will spend the upcoming year focusing on projects to further the goals of their
respective committees.
If you are interested in joining the next group of Emerging Professionals, keep
an eye out for the application email in July 2016.
By Tara Kelley
Members:
Angelina Montanez—Excess Flood
Coordinator, Mortgage Bank
Hadear Shafei—Product
Implementation Analyst Supervisor,
Mortgage Bank
Cristina Ponce—Personal Lines
Agent, Insurance Partners
Santiago Gutierrez—Ocwen Client
Services, LPO
Patrick Pena—Claim Service
Administrator, LPO
Reanna Galicia—Data Capture
Representative, LPO
Emily Morrison—Talent Acquisition
Specialist, HR
Ashley Fertig—Customer Service
Supervisor, LPO
Shae Brost—Exception Supervisor,
LPO
Melissa Kersenbrock—Loss Draft
CSR Supervisor, LPO
Members:
Antonio Rosales—Director of Client
Relations, SWBC Lending Solutions
Ramiro Jaime—Data Research
Analyst, Data Integrity
Lisa Stinson—Marketing Programs
Developer, Marketing
Carla Sanchez—Quality Lead
Specialist, LPO
Armando Vara—Training Design
Development Specialist, TED
Brand Awareness
Committee
The Brand Awareness Committee’s
goal is to encourage recognition of
SWBC as a trusted business leader
in the financial services industry. By
promoting both internal and external
awareness of SWBC products and
services, Emerging Professionals
hope to increase business and
reflect a positive image in the
communities it serves.
Tara Kelley
Business Systems Analyst, IT
Members:
Alexandra Story­—Talent Acquisition
Specialist, HR
Christine Silva—Collections
Counselor, AutoPilot
Blanca Gonzales—Communications
Manager, Employee Benefits
Breanna Smith—Asset Protection
Program Underwriter, Insurance
Services
Scott Stewart—Loan Officer,
Mortgage Corp.
Sonia Ervin—PennyMac Client
Services, LPO
Core Champion
Core Champion
Community Involvement
Committee
The Community Involvement
Committee’s goal is to provide
service to the community, while
enhancing awareness of SWBC in
a productive and positive light. In
order to accomplish this goal, we
will find local charities, partner with
them, and spread awareness and
goodwill of SWBC throughout
the community.
Core Champion
Bryant Chandler
LMS Administrator, TED
Recruiting Committee
The Recruiting Committee’s goal is
to represent SWBC as an innovative,
growing company, and valuable
place to work among college
students by participating in events
at various colleges and universities,
student organizations, job fairs, etc.
Committee members are also tasked
with providing a fresh perspective
for attracting and retaining
millennials, while building
strong relationships.
Angela Rios
Excess Flood Underwriter,
Mortgage and Bank
34 35

19. So what does providing world-class customer service
have to do with social media? How many of you reading
this would classify yourselves as working in financial
services? What about marketing? In management or
leadership? How many of you are in customer service?
It is my hope that everyone, no matter your role or title,
said yes to customer service. And, if you didn’t, shame
on you because you should have. Remember, customer
service should be in every aspect of your job—and
all parties, from the CEO and owner to the company’s
courier, should align their behaviors to that statement.
What companies once allowed paid advertising to do
(i.e., promote the company name, culture, and products/
services) has now been replaced with the power of
social marketing, and the most powerful, most impactful
promotion is when your clients are touting your customer
service. A positive, shared customer experience is, by
far, the best marketing that money
cannot buy. But, it must be
noted, that when it doesn’t
meet the standard of
world class, it can often
be the worst kind of
marketing that exists.
See, social media has
turned referral-based
marketing upside down.
While we’ve all known that
word of mouth is extremely
powerful, it doesn’t hold a
candle to the power that “word of
mouse” can achieve, blowing previous
referral methods out of the water.
What do people do when they’re upset at something—
at anything? They vent. And, 20 years ago, the act of
venting consisted of telling your story to anyone within
earshot. While still damaging to a company’s brand,
realistically, it was usually a story-telling experience
that was contained to only the ears in the room. Fast
forward to today’s world—social media is
prevalent among the communication
channels that customers are
engaging with to consume
and cast to the world. Those
once-held-in-the-kitchen-
conversations now have the
potential to be blasted to
2,786 Facebook friends; 1,255
LinkedIn connections; and 3,989
Twitter followers—instantaneously
and simultaneously. And, let’s not
even get started on the shares, retweets,
and potential amplification that comes with that teeny,
tiny, measly little post. The power that consumers now
hold in their arsenal is staggering.
So, what does this all mean? Well, what we all know
is that consumers are going to take to social media to
chat about their experience, so let’s fuel them with the
content to fill those status updates and tweets. Give
them a reason to tout the SWBC name in a positive light.
Customer service is the new marketing! By having a
workforce of 3,000+ brand soldiers provide
the best customer service they possible can,
SWBC is destined to retain the hearts, trust,
and loyalty of their customers. And, we’ll
have you to thank for it!
Establishing A New Form
of Social Marketing:
$
$
$
¢
¢
The Customer Experience
Establishing A New Form
of Social Marketing:
mediaSocial
Y
ou’ll hear it over and over again. The number of
products and services available under the SWBC
umbrella are common products and services
that can be acquired by working with another company
with similar offerings. But, when you do a side-by-side
comparison of us versus them for like-products, often
time, the differentiator points back to customer service.
Good customer service and, better yet, the expectation
to provide world-class service starts at the top of an
organization. Companies like Amazon, Zappos, Apple,
and Starbucks quickly understood the need to establish
a powerful, meaningful, emotional connection with their
customers. When all was said and done, everything
pointed back to customer service.
“...word of mouth is
extremely powerful, it
doesn’t hold a candle to
the power that ‘word of
mouse’ can achieve...”
Word of Mouse = Click Sharing
It’s our customer service that sets us apart.
By Roxanne Lujan
36 37

20. knowDid
you
The SWBC Mentoring Program is in full swing, and it doesn’t seem to be
slowing down anytime soon. The year-long program is entering its ninth month,
and all of the mentors have shown a ton of dedication and commitment to the
program, their partner, and their goals. Mentors and mentees are continuing
to meet frequently to discuss the mentee’s goals and potential development
opportunities. “It’s been a very rewarding experience having a mentor this
year. I’ve learned a lot from Kellie (Lowder) and really cherish the relationship
we’ve been able to develop, both professionally and personally. Her continual
support has made me feel extremely confident that I will accomplish the
goals we set together at the beginning of the mentoring program,” said
Jessica Molina, a Graphic Designer in the Marketing Department and mentee
in the program. It will be exciting to see what all the participants will have
accomplished at the closing ceremony in December!
SWBC
Mentoring
Program
Update
By Taylor Cunningham
Take advantage of the huge savings on Microsoft Software! As an SWBC
employee, you can purchase a licensed copy of Microsoft Office Plus 2010 to
install and use on your home computer for only $9.95! In addition, Office 2008
for Mac is also available for $9.95! The option to purchase a backup DVD is
also available for an additional $12.
To purchase Microsoft Home Use Program:
1. Go to http://hup.microsoft.com/
2. Select USA for the country, and choose the language for viewing the order.
3. Enter your SWBC email address and type in the following program code:
59A2CA7785
4. You will receive a confirmation email with a link to place your order online.
5. Follow the steps to purchase online. If you choose to purchase the backup
DVD, you will be prompted to enter a shipping address.
If you have questions regarding the Home Use Program, call 877-237-3165 or
visit https://www.microsofthup.com/hupus/contactus.aspx
Microsoft
Home Use
Program
Discount
38 39

21. AUTOPILOT
Collections
Through August, gross revenue for
Collections has now crossed the
$7M threshold, which puts us on
track to reach $10M by year end.
In addition, at $905K in net income
through August, Collections expects
to cross $1.5M by year end. August
monthly revenue was $997K, so
the $1M per month level is within
our sights. Several large clients are
on the horizon as well, including:
Security Service FCU, Randolph
Brooks FCU, and SchoolsFirst
FCU—3 of the top 10 largest credit
unions in the country.
Electronic Cash Management
Our launch plan is coming together
for our newest additions, which
include Internet PIN Debit and a
single sign-on with Digital Insight
home banking. We continue the
development of our mobile app with
features such as Personal Finance
Management (PFM), bill pay, and
ECM. We look forward to sharing
more in the coming months!
AutoPilot Software
With several new clients coming
on board, fall has become one the
busiest time for our collections
software implementation team.
Looking to maximize efficiencies
and lower overall operating costs, a
number of these new partners are
also choosing to use other AutoPilot
products, proving the single desktop
concept, AutoPilot, works!
Asset Recovery
With our first significant
enhancement deployed and a new
partnership integration well under
way, our Asset Recovery application
is getting ready to undergo a re-
architecture. This will pave the way
for several major enhancements in
the coming year, including multi-
provider and the exposure of
remarketing fields.
loopIn
the
In an effort to keep employees up-to-date with the
latest happenings, we went straight to the divisions to
see what was going on. Here is what we found out:
EMPLOYEE BENEFITS
CONSULTING GROUP
When we were young, we all
heard the phrase—“Faster than a
speeding bullet. More powerful
than a locomotive. Able to leap
tall buildings in a single bound...
It’s Superman!” Well, this isn’t a
story about Superman, but rather
about the SWBC Employee Benefits
Consulting Group (EBCG) whose
employees are doing “super” things
for their clients and for SWBC.
Beginning in the summer of 2013,
the SWBC EBCG began re-tooling
the way they did business—bringing
on best-in-class talent from across
San Antonio and south Texas to
help build the strongest benefits
consulting practice in the region.
Since that time, EBCG has grown
by more than 60 new clients (faster
than a speeding bullet), retained
over 98% of existing clients (leaping
tall buildings), brought on 10 highly
talented new employees (they’re
super!), and added innovative and
exclusive products and services to
complement its existing
product lineup.
If that’s not enough, SWBC EBCG
has been busy with quarterly
“Thought Leadership” symposiums
for our clients, bringing them the
latest news and updates in the
health, wellness, and compliance
arena. We also continue to expand
our presence in three key markets—
Austin, Corpus Christi, and the Rio
Grande Valley.
So, no time to rest on our laurels as
we close out 2015 at a record-setting
pace. We already have our sights set
on a strong 2016 and beyond. SWBC
Employee Benefits Consulting Group
is shaking up the market by giving
client companies everything they are
looking for in a benefits consultant—
and more!
FACILITIES AND ADMINISTRATION
The summer was definitely not
vacation time for the Facilities and
Administration team! The continuing
stand-up of our Service Center in
Scottsbluff highlighted an action
packed quarter for the team. The
building is now housing more than
300 employees with room for future
growth. Part of the effort this quarter
was to “re-brand” the building which
meant changing paint schemes,
posting SWBC-specific artwork and
signage, and giving it the “SWBC
feel.” Charlie and Gary visited the
facility and brought back some great
ideas for future improvements after
meeting with the staff there. One of
the key ideas was providing on-
site food service. We hope to have
some form of food service offering
available at the building after
the New Year.
The Facilities and Administration has
also been managing the extensive
refurbishing and mechanical
repairs required at SWBC’s latest
acquisition, a new Service Center on
San Antonio’s Northwest side. The
building was purchased at the start
of the summer, and the team has
worked feverishly to get the building
ready for occupancy. This building
will relieve the overcrowding at
two of our San Antonio service
centers and also provide room for
continued company expansion to
meet the superior service levels our
clients and customers have come
to expect from SWBC. The building
required quite a bit of cosmetic and
mechanical work to bring it to the
standard they Charlie and Gary have
set for our facilities. The building is
open to nearly 200 employees with
additional employees moving in over
subsequent months.
KANSAS CITY PORTLAND
SERVICE CENTERS
Members of the Kansas City Service
Center and Portland Service Center
made a trip to San Antonio to
participate in the Annual FI Group
Sales Meeting. Our participation
included an in-depth presentation
describing the features and benefits
of the Sure-Track Tracking system to
all in attendance. Feedback showed
that many questions were answered
about the system. That familiarity
has resulted in both offices adding
lender portfolios to the systems from
large tier AVPs. We are also pleased
to announce that both locations
reported record months in August
for premium production. With the
pipeline in place, it is likely that more
records will be set in the coming
months. Several enhancements
are slated for fourth quarter, further
solidifying Sure-Track as a robust
tracking solution. In addition, new
staff is being added to both centers
to handle the increased workload
and to ensure that lenders receive
the high-touch customer experience
for which we are known.
INVESTMENT SERVICES
SWBC’s Investment Services
Division continues to grow and,
earlier this year, successfully
added a new team to its bench, the
Investment Services Capital Markets
(ISCM) team led by Managing
Directors Scott Rykert and John
Tuohy. In just four short months, they
have executed more than 17,000
trades, and traded more than $1
billion dollars in volume, generating
nearly $1 million in gross revenue
while opening move then 420
accounts (through June 2015).
They have added two more
members to the team: Fixed Income
Traders Sean Tuohy and Ryan Riffe.
“This group is hard-working, and
they have a great vision for future
growth”, says Kelly Tramontano,
CEO of SWBC Investment Services.
“We are proud to have them on our
team.” ISCM will continue to build up
a full fervice trading desk for both
tax-free and taxable bonds, as well
as Agencies, CMOs, and other fixed
income products.
SWBC LENDING SOLUTIONS
In October 2014, SWBC acquired
the valuation companies of
Equi-Trax Asset Solutions and
Quality Valuation Service (QVS)
and combined the expertise of
those companies with its own
LendingXpress platform, creating
SWBC Lending Solutions. The
company is designed to meet all the
settlement service needs involved
in real estate loan originations
and default management. Lending
Solutions was recently recognized
by Morningstar Credit Ratings, which
distinguishes Lending Solutions
from other valuation providers and
recognizes its focused quality control
and guided policies and procedures.
“SWBC Lending Solutions’
organization benefits from a
comprehensive quality control- and
performance-driven culture arising
from a solid training regimen,
comprehensive and client-specific
policies and procedures, internal
performance monitoring and
reporting, and proactive vendor-
management protocols,” Morningstar
noted in its ranking.
Lending Solutions continues to
discover new opportunities to serve
the mortgage industry.
“We will look for ways to grow our
business, both organically and
through acquisitions—and at the
same time, improve our operational
procedures,” said Guy Taylor,
President of Lending Solutions.
40 41

22. Accounting and Procurement Teams
With all of this new business and the
maturation of our existing business,
our Claims area continues to operate
on all cylinders. The team has been
doing a terrific job of reviewing
claims quickly and efficiently. We
will be looking to add a few more
individuals to this team in early 2016
to match up with the anticipated
increase in claims from the
new accounts.
The Optional Products division
of the life organization saw some
changes these last few months.
I regretfully accepted Colleen
Bartee’s retirement, yet was
delighted to move Morgan Chapin
to lead the division. We, then, hired
a new associate, Victoria Kinnamont,
and she, Elvi Garcia and Morgan
continue to assist the sales teams
with presentations and management
of the multitude of optional products
distributed to our customers. In order
to further provide the SWBC sales
teams with expert sales assistant,
Alan Strickland moved over from the
Mortgage Bank division to be VP,
Business Development within the
Optional Products group. I know that
Alan will continue to make sure our
pipeline is full as we enter the 4th
quarter of 2015 and move into 2016!
With all of the growth the Life
Insurance organization has
experienced so far this year, as well
as what is on the plate currently,
Melissa Piehl joined us from the FI
division to be the dedicated project
manager for the group. With her
knowledge of our products and our
customers, she will be a tremendous
help to the team from the start.
As we look at only 10 weeks left
in the year, the Life Insurance
Organization will be extremely
busy with multiple program
implementations scheduled each
month throughout Feb. 2016. We
are excited about all the activity and
grateful to the fantastic partnerships
we have with our sales teams and
various areas throughout SWBC!
SWBC LIFE INSURANCE COMPANY
SWBC Life is continuing to have a
very good year, adding on a record
12 sold payment protection cases so
far. Eleven of these are Credit Life/
Disability sales, and one is a Debt
Cancellation sale. Most importantly,
the pipeline continues to be very
full with sixteen proposals currently
in the works. The FI sales team is a
tremendous partner for us!
We also accomplished a significant
feat this year—the Texas
Deptartment of Insurance granted
SWBC Life a Credit Involuntary
Unemployment Insurance (IUI) line
of authority and also approved our
Credit IUI product. We are THE
ONLY life insurance company in the
state of Texas that can now write
Credit IUI, a product typically written
by a Property Casualty insurer.
The team is extremely proud of this
accomplishment, and we anticipate
that it will allow us to further set us
apart from our competitors in Texas.
Speaking of Credit IUI, we are
just about ready to implement
a very unique program with
Nationstar Mortgage. They have
put together a very unique offering
for their customers whereby new
mortgages come with a Nationstar-
paid involuntary unemployment
benefit for the first two years of the
mortgage, and we are providing
them that protection through
Great American. The program is
anticipated to launch late this year
or early next, and we expect it to be
very successful for both Nationstar
and SWBC.
loopIn
the
SWBC PEO SERVICES
Twenty-Fifteen has the makings for
another record year for SWBC PEO!
In the last month alone, we have
signed two of the largest accounts in
the history of the company that will
take us to more than 9,000 worksite
employees. Our PEO sales team
under the new leadership of Michael
Gugliotti has been instrumental in
landing these two new
exciting accounts.
We are pleased to announce the
addition of Kristine Edge to our
MORTGAGE
The Mortgage Division held its first
annual Sales Rally in September.
Attendees spent time in breakout
sessions focusing on Encompass,
Capital Markets, Operations, and
Marketing. Our top seven producers
participated on a QA panel where
the attendees could learn from
their expertise. We also had several
external industry speakers. The
group came away ready to boost
their production to the next level.
Thanks to all who participated
and presented!
ACCOUNTING AND PROCUREMENT
Earlier this year, Nancy Ayotte, SVP,
Financial Accounting, was diagnosed
with Pancreatic Cancer. In an effort
to show support, the Accounting and
Procurement Teams are participating
in “Purple Wednesdays” for the
remainder of the year. The team
will don their purple shirts, ties,
socks, and purple “Find a Cure
Pancreatic Cancer” wristbands every
Wednesday to support Nancy’s
unimaginable fight against
Pancreatic Cancer.
The color purple was adopted by
many advocacy groups as symbols
of support or awareness; the team
hopes to spread the message and
raise awareness across SWBC.
TED
It’s no surprise the growth we’ve
seen over the past year. Training
and Employee Development (TED)
has seen first-hand how many
employees continue to join SWBC
through the various new hire classes
in the Lender Placed Operations
division, to the countless training
and teambuilding events facilitated
by the Headquarters training team.
If you haven’t had an opportunity
to take advantage of the resources
TED has to offer, you are missing
out! Take some time to read one of
the many articles updated weekly
on the Class Pages of the TED
Connect Page. Glance through the
Library Catalog in the Learning +
Performance Center (training.swbc.
com) to find the right book to read
at lunch, or an audiobook for your
commute to and from work.
TED is actively involved in planning
for the launch of Workday. Take hold
of your learning by participating
in Workday training opportunities,
including classroom training and
web-based courses as they
become available!
sales leadership team. Kristine will
head up our new product offering
of Payroll and HR Services. All
of our operational teams under
the leadership of Kim Pollok,
VP of Operations, have worked
tirelessly in the last month both in
our presentations to these very
important prospects, but also in
the implementation process. We
are especially grateful for the
outstanding efforts of our HRIS team,
Hillary Stone and Kate Walzel, joined
by our new sales associate, Bryce
Fegley, and Ashley McCullock, our
new Project Coordinator, who have
done an outstanding job onboarding
these two very important
new clients.
We are pleased to also announce
that Michelle Miquez has joined
the SWBC PEO team as our 401(k)
Retirement Plan Administrator.
Michelle and the rest of the Benefits
Team have been extremely busy,
not only onboarding our latest
clients, but also serving the ongoing
benefits needs of our existing clients
and shared employees. Finally, our
loss control team members, Melissa
Velentzas and Jason Collins, have
had tremendous success managing
workers’ compensation claims and
maintaining client relationships
by providing training and other
resources to foster a safe
work environment.
First Annual Mortgage Corporation Sales Rally
42 43

23. S O M E T H I N G D I S A S T R O U S I S C O M I N G ! — W I L L Y O U B E P R E P A R E D ?
IN A TIME WHEN WE FEAR THE UNEXPECTED,
SWBC IS THERE TO SAFEGUARD THEIR CLIENTS’ REAL ESTATE ASSETS. WHETHER IT’S LENDER PLACED
HAZARD, FLOOD, OR REO INSURANCE THAT IS NEEDED, SWBC ENSURES THAT EVERY PROPERTY IN
THEIR CLIENTS’ PORTFOLIO IS FULLY PROTECTED AGAINST POTENTIAL THREATS. BECAUSE DISASTER
IS NOT JUST IN THE MOVIES—IT’S REAL LIFE.
CALL 866-925-4595 OR VISIT WWW.SWBC.COM TODAY TO LEARN MORE.
© 2015 SWBC. All rights reserved. 1340-1257 MGT NAT 0415
FLOODNADO INFERNO