The Q1 2012 customer service scores are in, and they show that we’re maintaining our excellent marks from 2011. Surety asks every borrower to participate in a satisfaction survey at transaction’s end. Here are the latest results:

• Recommend Surety to a friend: 98%
• Satisfaction with LO: 96%
• Ease of obtaining a loan: 91%
• Overall satisfaction with lending process: 93%

Congratulations once again to our superb LOs and back office staff. Surety has a better plan, and that plan is all about upholding the quality approach to lending! Our latest customer service results show our plan is working!

Surety has added correspondent lenders to diversify its portfolio and improve service. The new lenders provide a broad range of loan products with competitive pricing and terms. Surety is also working with existing correspondents to match the best rates and terms provided by new partnering companies.

To take full advantage of this increased portfolio, Surety is expanding delegated underwriting ability and is underwriting more loans in-house than ever.

More correspondent lenders. Better rates and terms. Enhanced in-house underwriting. Surety has a better plan!

For more information, contact Robert Pepito, rpepito@suretyfinancial.com.

Surety held its first annual sales retreat on March 3 and 4 at the beautiful Terranea resort in Rancho Palos Verdes. It was a time to celebrate top production by our superb loan officers (partnering with our magnificent back office) and discuss our company’s exciting plans for 2012 and beyond. As Surety grows, our celebrations will grow too. See you in 2013!

Loan officer Jennifer Rodriquez has joined the Excel team in the South Bay. Jennifer began her lending career in 1995.  She processed loans for several years and has more than 12 years of originating experience, giving her extensive knowledge of the process from start to finish.  She received her BA from CSU Long Beach in 1997 and was a notary public from 1998 to 2006.

“What I find most rewarding is being able to help a family purchase the home that is a perfect fit for them,” said Jennifer.  ”Making sure that the payment and financing is comfortable for them is a huge part of the process. I always strive for a stress-free closing.”

When she is away from the office, Jennifer enjoys playing with her girls, camping, boating and relaxing poolside. Welcome, Jennifer!

Cathy Archulet has joined the Surety family as a loan officer. With more than three decades of lending experience, Cathy learned the business from the ground up beginning in loan processing, progressing to underwriting and management.

For the past 21 years, she has been a Senior Mortgage Consultant for two prominent mortgage brokers. She serves her clients with a variety of programs including Conventional, FHA and VA . Cathy has built her business on referrals and repeat customers and attributes her success to integrity, knowledge and dedication.

Cathy has lived and worked in Southern California for the past 31 years and specializes in loans for Los Angeles and Ventura County properties. She also provides loans for properties throughout California and several other states. Cathy and her husband Ken have a son, Aaron. She has been involved in Boy Scouts with Aaron for many years and is a PTA Board member at CAPE.  Welcome, Cathy!

Surety Has a Better Plan, Step 8

Our better plan is based on these eight key steps:

1. Surety Banks
2. Surety Brokers
3. Surety Listens
4. Surety Learns
5. Surety Leads
6. Surety Partners
7. Surety Teams
8. Surety Closes

8. Surety Closes:

Closing depends on three “Ps,” product, process and people. Surety is relentless in each. When it comes to product, the first two steps in our better plan have it covered: “Surety Banks” and “Surety Brokers.” Whether it’s our in-house programs, correspondent options, or hard money loans, we will deliver the required product every time. In terms of process, Step 7, “Surety Teams” explains our approach. Production in lending is a lot like production in manufacturing. Efficiency, cooperation, specialized technology and constant monitoring are required for peak performance.

It makes sense that the final step in Surety’s better plan is about closing. It is the professional and emotional culmination of all we do. A satisfied client has received the right loan to fulfill his or her goals. Our real estate partner hands over the keys. Someone sets up a bottle of champagne and a couple of Dixie cups on top of a moving box. One of life’s great moments.

At Surety, we never forget the close. In fact, we “reverse engineer” all our procedures from that end point. The close must always come sooner and be more satisfying than the previous benchmark. Our customer satisfaction surveys are setting those benchmarks and charting our growth—98% of our clients would recommend us to a friend. Click here to read the summary of our latest survey. The numbers are strong and getting better. The areas for improvement are evident as well. Closing loans means closing any performance gaps, however small they may be.

Then there is the final and most important “P.” People. Every step in Surety’s better plan emphasizes our people. Listening, learning, and leading comprise Surety’s constant mission. Partnering is our model for dealing with everyone inside and outside the company. Surety serves its people, not the other way around.

Closing is about people. Surety closes. Surety has a better plan.

Forget about Kate and William…here’s the big wedding of the year! Our own Melissa Castillo married Alex Delgadillo on November 25 (talk about giving thanks!) The wonderful ceremony took place at the Lighthouse of Faith in Hacienda Heights. Melissa promises more pictures soon, but she wants to release the VERY, VERY best ones, so she asks for your patience. In the meantime, check out this dramatic shot of the beautiful bride and handsome groom (and a most fortunate groom too, because we all know what a catch Melissa is!) Blessings to the happy couple!

As we enter an exciting new year, we look back fondly on the Surety 2011 Holiday Party, which took place on Dec. 9. It was the very definition of high-end fun at Mr. C overlooking Beverly Hills and the beautiful city lights of downtown LA. Our thanks to everyone responsible for planning this great event. Our Surety family earned this party with its hard work in 2011. Looking forward to an even bigger blow-out at the end of 2012. See you then!

Mike Izquierdo has joined Surety as a loan officer. Mike has more than 25 years experience serving the San Gabriel Valley and Greater Los Angeles markets. He is proficient with today’s real estate finance leading programs and computer technology, and is bilingual in English and Spanish (he also speaks some French). Mike is an expert in FHA and HomePath progams.

When he’s not at the office, Mike is active in AYSO, dating back to when his three children were playing youth soccer. He is a member of NAHREP, the National Association of Hispanic Real Estate Professionals, helping Hispanic mortgage and real estate pros grow their careers. Welcome Mike!