Want to know how to win in today’s competitive marketplace?

“Wake up at 5am, and give every client 110%,” says Valentina Estes, Benchmark Branch Manager in Imperial County, California.

Estes started her career in the mortgage industry as a processor and worked her way up to leading her department for 10 years. Then, she became an underwriter, who eventually turned loan officer. She has been part of the Benchmark family for 8 years.

She quickly learned 15 years ago how NOT to work with a client thanks to her “coach” at the time who handed every borrower off post application and didn’t stay involved throughout the entire loan process.  

“I always meet with the client, whether it’s in person or virtually,” said Estes. “I always call within 24 hours of receiving an application and give them 30-45 minutes of my time. If a client doesn’t hear from me, I let them know it’s because everything is good, and we have everything we need.”

Estes’ LOA helps in handling paperwork, but she remains very hands on with each of her loans.

“I do follow ups every day,” said Estes. “I contact the listing agent and the buying agent, to make sure everyone knows the status of the file and I confirm the closing date to reiterate the commitment to close in 30-45 days. Even though it can be painful to stay involved start to finish, it’s my reputation at stake so I stick it out.”

Every text, Facebook message, or phone called is answered by Estes. Even on the weekends.

Estes shared that the secret to her success is to not let uncontrollable circumstances hinder quality customer service.

“Whether we’re navigating through a pandemic, or dealing with this catastrophe of low housing volume, customer service has to be above and beyond,” said Estes.

“Clients are frustrated they can’t find a house, so I make a point to talk to the borrow, and the agents to stay involved with them as they search for a home.”

Estes prides herself on having constant open communication with her clients, and shared that she hasn’t had a denied loan since she started at Benchmark.

“I’ve had one loan denied in my career,” said Estes. “I don’t like to give pre-approvals unless I know it’s a good file.”

Estes works on her social media every day. “I’m always posting something,” said Estes. “And I try to like at least 15-20 of my clients or agents’ postings. I also work on my google review page which I’m aiming to have 100 soon, with almost all 5-star ratings.”

Estes describes how difficult it is to get borrowers to write reviews, but she doesn’t let that discourage her since she knows that a google review is key to getting new business these days.

“I’m a pain in the neck,” said Estes. “I text every client that I close each month and ask them to write a review. Out of 10, I typically get 3. Agents are usually more willing to write reviews.”

Estes shared that 99% of her business is by referral, and 95% of her business currently are purchases.

“Even with the scarcity of inventory, we’re still getting clients into homes every month,” said Estes.

“I know we all get busy, but the relationship and communication with the client is everything. When I was nominated for best loan officer in Imperial County, we texted and posted on social everyday so my customers would vote for me. Clients emailed telling us they voted for me and took pictures to show they voted.”

Imperial County is a small town, so Estes makes sure she’s very involved with the community to keep focus and give back.

• 

• 

• 

Estes and her team took over organizing and coordinating the Prom for the local high school, as well as providing lunch, back to school events, and a “special day” for students.  

“Pre-pandemic, I used to walk around events introducing myself to everyone,” said Estes. Shaking hands and engaging, so everyone knows who I am. My clients become my friends.”

Estes is the only loan officer in her branch, but one of many in the community. “I have to stand out, so my team makes sure to send birthday and thank you cards,” said Estes.

Estes is consistent with touch points and typically goes to each signing. “We have two dedicated notaries, and my assistant helps make a specialty basket for every closing,” said Estes. “We take a picture with the client to put on the “wall of fame.”

“My goal is to do $24 million a year,” said Estes. “As of this month, we’re at $14 million. I aim to fill the pipeline, and close 10 files a day. Reality is, I don’t reach my goals every month, but I set the bar high to try and close every deal on time, even if that means answering agent’s phone calls at 10pm.”

Ironically, Estes’ best year was the year she lost her biggest builder relationship. This builder wanted her to start paying for closing costs, so she felt forced to cut ties.  

“This relationship provided for 95% of my income,” said Estes. “I worked with them for 3 years, then we had to part ways.”

Estes thought to herself “What am I going to do, I have two kids to take care of!”

“I reinvented myself,” said Estes. “I talked to some real estate agents, and they told me that borrowers didn’t see me as a loan officer that did regular loans, they thought I only did construction loans.”

 As fate would have it, Estes’ friend at the time was the President of the Board of Realtors. She told Estes not to worry, that she would make sure everyone knew that I could help with many loan products.

“I did better that year than I ever did with the builder relationship,” said Estes.

“I felt panic (and pain from a broken shoulder) again last year at the start of the pandemic, so I called my Todd Duncan coach at 6am and shared my fear of a dry pipeline.”

Her coach worked with her on innovative methods to supply loans as the world navigated the uncertainty. “I was recording videos every day and streaming live from restaurants to promote supporting local businesses,” said Estes.

• 

• 

• 

“I have friends who own restaurants, so we sent food to doctors and nurses at the hospital. Our little town was hit very hard. I wanted to go above and beyond to partner with business owners in the community.”

Estes shared that she had a client whose wife was admitted to the hospital just after they closed on their home amid moving.

“She was very sick and underwent a major surgery,” said Estes. “I told my restaurant owner friend, who discounted and delivered a meal to them from me. It’s all about relationships and helping one another.”

Estes shared that her Tod Duncan coach has referred FHA clients to her and has become a close friend. “She keeps me accountable, and I learn so much from her closing abilities.”

Estes shared that her numbers are higher this year than last year, and she knows that’s because of her consistent communication and strong relationships.

• 

•