2016 Top 25 Mortgage Loan Originator for Customer Satisfaction: Monica Madrid

SocialSurvey has declared Monica Madrid as one of the Top 25 Loan Officers in America. Monica performed within the top 1% of loan originators for customer satisfaction in 2016. Her passion to provide her customers an effortless experience has set her apart among more than 10,000 loan officers. Monica attributes her success to her educated approach and exceptional communication. Her secret sauce must be effective as she has landed herself an overall rating of 4.9 stars within 115 reviews.

Monica lives in California and is a diehard 49ers fan. She has two little dogs, Mini and Prince, and a great family. She has dipped her toe in the Nashville music industry but still ended up in mortgage lending and has been there since 1997. With 15 years of home loan experience you can bet she offers a lot of knowledge to her customers. Monica’s most recent notable achievement was being a 2015 President’s Club member, a prestigious group of high performing specialists in the industry at Churchill Mortgage.

Aside from her multiple industry awards as a top producer, she finds her greatest achievement to be becoming debt free. An experience which she takes pride in obtaining for her customers. Monica not only wants the best for her clients but she also goes to great lengths to ensure each customer’s success, whether she is a part of the equation or not.

Customers praise her availability and communication. Most importantly, it’s clear Monica values every individual that comes to her. She is a motivated and wholehearted top originator, deserving a place among the Top 25 Loan Officers in America in 2016. Big congratulations to Monica on achieving unparalleled success in the mortgage lending industry!

Monica and her staff truly exemplify excellence in service. From my first phone call until I completed my refi they were always accessible. Monica even provided me with unsolicited step by step updates on my loan process. She made my loan experience pleasant and flawless….

Reviewed by Doris H. / September 2016


We were curious about Monica’s journey to consistently happy customers. Here’s what she had to say about success in the lending industry.


In order to be successful, you often must juggle multiple customers and priorities. How do you show each and every client that you really care?

I touch each file at least once daily, and keep them posted all the time…

Artem ensures that his clients are never left in the dark and always up to date. He recognizes that walking his clients through each step of the process is crucial to their comfort and showing them he cares.

Without this trust I wouldn’t know what to do.

Tell us how valuable SocialSurvey has been in helping you grow your business?

By posting all the reviews directly to my social media accounts, it makes others more aware of what I can do. Being top 10 also helps promote my abilities!!

 


Your customers have reported that you can be trusted with their most important financial decision, what do you do to continue to earn that trust?  What does that trust mean to you?

My 1st “Always” is, I always get back to my clients the same day. I never shut down until every single client or realtor has been contacted. My goal is for my client to sleep well at night, knowing exactly where they stand. If they have questions they are answered within 30 minutes or less. If I don’t know the answer, I still respond and let them know that I am researching their answer. This can be a very stressful time for many families and it’s my job to make this as stress-free as possible. I am dealing with lives, not files and they deserve the utmost attention.  My 2nd always is, to always let them know where they stand “BEFORE” they ask. – I send updated status throughout the process without being asked. The updates give timelines and what they can expect next so not only do they know where we are in the process but they know exactly what is next and how long that should take. My 3rd always is, I am always available after hours and on the weekends. However, I tell them Sundays must be an emergency if it’s football season! Priorities. There are many more but these little things seem to help build trust and I love making my people feel important and at ease. Everything. The fact that people trust me with their finances is huge. We affect their livelihood and I do not take that lightly. Sometimes the trust comes from saying “You are better off to stay where you are. As much as I’d love to do business with you. You don’t need to refinance at this time.” That kind of honesty goes a long way and they remember that. So the next time someone asks “Do you know a loan officer?” I usually am the one they refer. I come from a place of “The Heart of a Teacher.” I look to educate whether we do business or not. I aim to have every client leave with something, advice, suggestion or a loan. Whatever it is that is in their best interest. I think that is what people feel from me on the other end of the phone. When clients send me referrals it means the world to me because it says, they trust me with their closest people, (best friends, co-workers, family members etc.) It’s a huge compliment and it just doesn’t get any better than that.



 

What does your current lender do that helps you be successful?

Give me all the tools I need. Mortgage Coach, Dave Ramsey what else do you need?

Monica also takes pride in Churchill’s philosophy. She says, “I am proud to say that I work for the only mortgage company, who wants you to pay off your mortgage as soon as possible, for as little money as possible.”

What activities do you do to retain your customers and earn referrals? 

I always call them back NO MATTER WHAT even if I don’t have the answer yet. I don’t go home until everyone that called that day or emailed is contacted…I return all emails and calls as they come in!! Everyone is a priority.

Monica and her team did an excellent job on our house refinance. They were very honest, sincere and compassionate during the entire process. Definitely would recommend Churchill Mortgage to my friends.

Reviewed by Earnest T. / November 2016

Is there anything else you would like to share with other loan originators. Tips? Words of wisdom? Advice?

Treat people like people not like a loan number. These are people’s lives we are dealing with. We affect livelihoods and I take that very seriously. Love what you do. Put them in a better position or don’t do the loan.

Monica tells a story about a difficult loan she received. At first she told her client that she could be approved for a loan but it didn’t feel good because her debt was so high. She decided it was best to advise her to wait so she wouldn’t get in over her head. She waited and will move into that home, with no other car or bill payments. Monica tells us, “She is forever grateful that I took that time and didn’t do what was best for me but what was best for her!”

Customers praise feeling taken care of and communicated with. Results like Monica’s only come when there is a personable and caring individual driving them.

…I love making my people feel important and at ease. Everything. The fact that people trust me with their finances is huge. We affect their livelihood and I do not take that lightly.

Article Written By Rebecca Harris