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Inside Features: Tony Faulkner Evergreen Realty HomeSmart

Justine Howard

Bob Mirman

Zip Realty

Laura Neves imortgage

Nicholas Nguyen Prism Link Properties

Liana Norman RE/MAX Coastal Homes

Scott Shinedling Greenpath Funding


Let your buyers lock in today’s low rates while they shop for a home. Finding a home for your clients can take longer than expected. And while you’re looking, the threat of rising mortgage rates could add another twist and turn to the rollercoaster ride of buying a home. But what if your buyers could protect themselves from adverse rate movements while they’re looking? Not only would they get immediate peace of mind, they’d also be able to maintain critical focus on the task at hand: Finding Their Dream Home!

Introducing the Lock-N-Shop program from imortgage… ● Lock a low-interest rate today while continuing to shop for a home ● 120 and 150-day locks available* ● An accepted home-purchase contract is not necessary ● If rates drop, use a one-time float-down feature to get an even lower rate! Your buyers enjoy protection from rising interest rates along with the flexibility to capture an even lower rate, if available. Use the imortgage Lock-N-Shop program to remove interest-rate worries and get happier, more-focused buyers.

Find out how our Lock-N-Shop program can help your buyers! Call today!

Marlene Veal Branch Manager (714) 422-1852 NMLS ID 450765

Mark Martinez Sales Manager (714) 422-1856

(714) 422-1840

Wendy Buettner (714) 422-1858 NMLS ID 485094

Holly Frost (714) 422-1863 NMLS ID 483931

Laura Neves (714) 422-1840 NMLS ID 267679

NMLS ID 302745

imortgage ● 2400 E. Katella Avenue, Suite 150 ● Anaheim, CA 92806 Rates, terms, and availability of programs are subject to change without notice. Licensed by the CA Department of Business Oversight CRMLA 4131040. Corporate NMLS ID 174457. All rights reserved. 05012014. * Interest-rate locks require a buyer-paid deposit equal to 0.50% of the loan amount. Buyer will receive a credit at closing for the lock deposit. If buyer does not close the loan with imortgage, there will be no reimbursement of the lock deposit.

Teresa White (714) 422-1870 NMLS ID 209710


Southern California’s Publication for the Real Estate Professional



June, 2014

N. Orange County

Cover Story


36 - Linda Brakeall: I Love Complaints!

32 - Sheila Murray Bethel: The Service Boomerang

Fred Arrias Executive Publisher PO Box 73384 San Clemente, CA 92673 Ph: (949) 366-3349 Fax: (949) 266-8757 Email: Web:


10 - Jim Rohn:

Eagle Home Mortgage......................39

Creating Opportunity

Evergreen Realty...............................13

16 - Joan Stewart:

Editors Love Briefs, Fillers, & Quizzes

Mike Ferry...........................................6 Greenpath Funding..............................7 imortgage.......................................2


imortgage HB..................................33

Bob Mirman

i Photography Studio........................25

Executive Agent of the Month

Kinecta Federal Credit Union....28 & 29 PWAOR......................................28 Realty ONE Group............................40 The Termite Guy...............................38

14 Tony Faulkner

30 Nicholas Nguyen


34 Justine Howard

Laura Neves


26 Liana Norman

Scott Shinedling

ExecutiveAgent Magazine

Wells Fargo Home Mortgage...........12 Photography: i Photography Studio, Ian Wiant, Rob Paino Graphic Designer: Garon T. Arrias Editorial Manager: Trudy Van Writers: Lalaena Gonzalez–Figueroa, Shannon Hartsoe, Haley Freeman, Julie Brown, Juliet Meredith © Copyright 2014 Executive Agent Magazine. All rights reserved. Reproduction in whole or in part without written permission is prohibited. Although every precaution is taken to ensure accuracy of published materials, Executive Agent Magazine cannot be held responsible for opinions expressed or facts supplied by its authors.




Laura Neves ExecutiveAgent Magazine


We have a loan for every home... simple as that.® Written by Lalaena Gonzalez-Figueroa


or years, Laura Neves has distinguished herself as a loan consultant with exceptional communication skills and a client-centric business model. Her proactive approach minimizes unexpected challenges that might otherwise delay or derail transactions, and her comprehensive knowledge base serves as a solid foundation for success. Laura’s goal-oriented methodology allows her to help consumers and real estate professionals in accomplishing their unique objectives, and she maintains a focus on establishing relationships geared towards achieving long-term success. Laura honed her customer service skills before transitioning into the lending industry, where she gained invaluable experience in a variety of positions. “I had the opportunity to work internally for years,” she explains. “Through cross training, I was responsible for everything from stacking files, to providing support to processors, to drawing documents.” Through industry contacts Laura capitalized on an opportunity to move into new home sales, which also allowed her to expand her professional network.

Laura joined imortgage in 2009, and lauds the organization’s philosophy of business. “I’ve seen so many colleagues and company leaders who truly believe in what we’re doing, who care about our customers’ futures and our well-being,” she states. “imortgage is so far removed from the big banks; we enjoy a productive, enthusiastic and collegial atmosphere marked by open communication and a desire to do the right thing. It’s clear that at imortgage, everyone is working toward a common goal: to successfully fund loans.” In addition to the platform of technological tools and systems that imortgage offers, Laura is also able to provide her consumer and Realtor® clients with an array of lending products at competitive rates. One of the fastestgrowing privately held retail companies in the Western United States, imortgage maintains a commitment to offering sound resources and to operating with a sense of responsiveness and agility. Laura looks forward to continuing to provide exceptional care to her consumer clients and collegial partners throughout Orange County and the surrounding areas.

“I built relationships with real estate agents, builders, CPAs and business owners,” she recalls. While she enjoyed the hands-on work with clients, she realized that they were being sorely underserved in their lending needs. Laura eventually found her way back to traditional lending, where she committed herself to providing the utmost in customer care. Priding herself on her open communication and excellent follow-up, Laura says that she is hands-on with consumer clients and industry partners. “I’m not trying to sell products,” she explains. “My aim is to identify, clarify and meet the needs of others.” She works with a range of consumers, from first-time buyers to seasoned investors seeking to build wealth through rehabilitated and rental properties. “Each file is created with a sense of the individual’s short- and long-term goals,” she says.

ExecutiveAgent Magazine

Laura Neves imortgage 2400 E. Katella Ave., Ste. 150 Anaheim, California 92806 Telephone: 714.422.1840 NMLS ID 267679

imortgage is licensed by the CA Department of Business Oversight, CRMLA 4131040. NMLS ID 174457. Equal Housing Opportunity. All rights reserved. 2014.


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The Premier Purchase Lender • Purchase focused lending • Turn times unmatched by other lenders • Mortgage solutions to meet your buyers needs Brian Liebman President 949-860-3495

NMLSR ID 519190

Brian Fraser Sales Manager 714-488-2245

• Experienced local professionals who deliver exceptional service

Josh Lander Sales Manager 619-602-1587

NMLSR ID 653793

NMLSR ID 766437

Doc Spaulding Sales Manager 858-750-9110

David Gaylord Sr. Mortgage Consultant 949-939-6011

J. Horacio Herrera Sr. Mortgage Consultant 619-646-5800

Daniel Healy Sr. Mortgage Consultant 760-271-8243

George Radlick Sr. Mortgage Consultant 760-579-1998

Joel Berman Sr. Mortgage Consultant 619-279-2935

Steve Meier Sr. Mortgage Consultant 619-890-4103

Mark Joplin Sr. Mortgage Consultant 619-368-1294

Jenna Tolman Mortgage Consultant 949-702-0532

Dreama Brown Sr. Mortgage Consultant 619-890-3037

NMLSR ID 657535

NMLSR ID 653795

NMLSR ID 257383

NMLSR ID 450464

Greg Wickstrand Sr. Mortgage Consultant 619-471-1708 NMLSR ID 664707

©2013 Greenpath Funding, LLC. All Rights Reserved. NMLSR ID 996608.

NMLSR ID 347564

NMLSR ID 653792

Tim Fiero Sr. Mortgage Consultant 619-223-4184 NMLSR ID 681631

NMLSR ID 340107

NMLSR ID 999566

Charlie Burkett Sr. Mortgage Consultant 858-254-5774 NMLSR ID 240342

NMLSR ID 681674

NMLSR ID 512330

Margarita Georgieva Sr. Mortgage Consultant 858-699-2396 NMLSR ID 346669



ExecutiveAgent Magazine


Scott Shinedling Greenpath Funding By Shannon Hartsoe


time of expansion is an exciting time for any company, but unless the right people are at the helm, it can also be a time of extreme challenges. Scott Shinedling of Greenpath Funding, hopes to ease those potential growing pains while positioning Greenpath as one of the most successful home mortgage lenders in the Southern California area. Prior to coming to Greenpath, Scott spent 25 years honing his managerial skills in a wide variety of industries -- from hospitality and telecom to advertising and marketing. As he was searching for his next venture, Greenpath was looking for someone to help take the organization to the next level. The timing couldn’t be better “I was waiting for an opportunity to leverage my skills into building and managing a new type of sales system, using my entrepreneurial passion with a new company, and Greenpath Funding was the perfect match,” says Scott. “With their vision and my experience, I knew we could build an already stellar organization into an industry leader.” Since coming on board as Greenpath’s Director of Sales, Scott’s sales team has been busy revolutionizing the way loan officers cultivate new business, setting the stage for growth that will sustain the company for years to come. By creating new sales systems, and new ways of cultivating leads, Scott says Greenpath is in full growth mode. Over the next 5-10 years, Greenpath expects to close billions of dollars in home loans with plans to add nearly 90 new agents and sales networks. If it sounds like a lot, Scott is undaunted and big changes are already underway. “We will be putting new training programs in place to build loan officers the right way, establishing true and valuable relationships with referral partners and clients alike,” he explains. “The loan officers will not be order takers, waiting for calls to come in like most mortgage companies have been doing for years. Our team will be knowledgeable, trust worthy, outside sales professionals, unmatched by the competition and have the tools and support they need to continue to be successful.”

to build a stronger, leaner, more responsive company. At Greenpath, Scott joins a leadership team with a combined industry experience of more than 150 years, a foundation he’ll be building on to increase market share. “I believe the most successful sales group can be built with basic fundamentals, similar to what we have at Greenpath,” he says. “But it has to begin with a great work ethic and availability. Loan officers need to be able to be reached at any time by the clients and real estate agents they work with, or at the least, expect a call back within 30 minutes if they are on the line with someone else.” By working with loan officers who are as excited, dedicated and ready to take on new challenges as he is, Scott believes that clients will be better served. As customer service increases, so too does customer satisfaction. By turn, their relationships with the Realtors® they serve will be built on a solid foundation of trust and accountability. “This type of customer service is paramount in our industry. They have to have a great personality, the kind of personality that makes others smile when they are in the room. Lastly they need to be trustworthy, when they tell you something they mean it. When they make you a promise they follow through with it,” says Scott. The goal? To rebuild a broken industry and create a system of checks and balances where Realtors® and loan officers work side by side in the perfect partnership. “This is an area that is already primed for exceptional growth,” says Scott. “But growth for the sake of growth is a mistake. At Greenpath Funding we have plans to grow market share throughout Southern California by developing a highly professional and skilled sales team unmatched by competitors that believes the customer experience is the most important aspect of the transaction.” Scott Shinedling – Director of Sales Greenpath Funding 26800 Aliso Viejo Pkwy., Ste. 100 Aliso Viejo, CA 92656 Tel: 949-643-4500 Web: NMLSR ID 996608

But Scott isn’t necessarily building from scratch. In fact, one of the things that first drew him to the company was its reputation as a direct lender with strong pricing, products, and efficient closings. What he saw in the company was a leadership willing to invest in its team ExecutiveAgent Magazine


Creating Opportunity


f those pursuits were good enough for the framers of our venerated Constitution, is it safe to presume they are more than good enough for us sales professionals who nobly endeavor to feed, clothe and house our kin with the money we earn through the listing and sale of real estate. One need only walk a week in the shoes of a productive, successful agent to know how truly challenging, stressful, exhilarating, frustrating and fulfilling the profession of real estate is today. To be enterprising is to keep your eyes open and your mind active. It’s to be skilled enough, confident enough, creative enough and disciplined enough to seize opportunities that present themselves...regardless of the economy. A person with an enterprising attitude says, “Find out what you can before action is taken.” Do your homework. Do the research. Be prepared. Be resourceful. Do all you can in preparation of what’s to come. Enterprising people always see the future in the present. Enterprising people always find a way to take advantage of a situation, not be burdened by it. And enterprising people aren’t lazy. They don’t wait for opportunities to come to them, they go after the opportunities. Enterprise means always finding a way to keep yourself actively working toward your ambition. Enterprise is two things. The first is creativity. You need creativity to see what’s out there and to shape it to your advantage. You need creativity to look at the world a little differently. You need creativity to take a different approach, to be different. What goes hand-in-hand with the creativity of enterprise is the second requirement: the courage to be creative. You need courage to see things differently, courage to go against the crowd, courage to take a different approach, courage to stand alone if you have to, courage to choose activity over inactivity. And lastly, being enterprising doesn’t just relate to the ability to make money. Being enterprising also means feeling good enough about yourself, having enough self-worth to want to seek advantages and opportunities that will make a difference in your future. And by doing so you will increase your confidence, your courage, your creativity and your self-worth - your enterprising nature. Jim Rohn knows the secrets of success - in business and in life. He has devoted his life to a study of the fundamentals of human behavior and personal motivation that affect professional performance. He can awaken the unlimited power of achievement within you! Copyright© 2003, Jim Rohn. All rights reserved. For information about Jim’s keynote presentations and seminars, contact the Frog Pond at 800.704. FROG(3764) or email;


ExecutiveAgent Magazine


Written By Jim Rohn

ExecutiveAgent Magazine


Why Wells Fargo

We want to be the key to your success We’re dedicated to helping you put more buyers into homes with more mortgage options to suit more buyers • Buyer ConnectionsSM: Connects buyers and sellers not working with a real estate agent to professionals in their local market. • Full service lender: We provide financing for conventional, FHA, VA, renovation, relocation, and more! • PriorityBuyer® Preapproval: You’ll know you’re dealing with serious buyers.

Call us today to find out more.

J.J. Ballesteros Branch Manager 714-934-7388 NMLSR ID 404462

Steve Silvestri Sales Manager 714-476-3000 NMLSR ID 419052

Mark Preston Sales Manager 714-585-6444 NMLSR ID 490912

My Hoang Home Mortgage Consultant 714-356-8991 NMLSR ID 453285

Nathan Lindsey Home Mortgage Consultant 714-394-0506 NMLSR ID 665133

Jenn Levin Home Mortgage Consultant 714-904-9424 NMLSR ID 448482

Robert Rabano Home Mortgage Consultant 714-906-8824 NMLSR ID 420527

Mark Brown Home Mortgage Consultant 714-241-1251 NMLSR ID 448078

Mark Wayne Bowman Home Mortgage Consultant 866-531-3229 NMLSR ID 450934

Elli Nguyen Home Mortgage Consultant 714-408-8245 NMLSR ID 448027

Kathy Niemczyk Home Mortage Consultant 714-934-2065 NMLSR ID 433497

Mary C. Lee Home Mortgage Consultant 714-308-8576 NMLSR ID 420573

Michael Ahn Home Mortgage Consultant 714-580-9412 NMLSR ID 237058

Renee Settas Home Mortgage Consultant 714-474-5275 NMLSR ID 251469

Cindy Tran Home Mortgage Consultant 714-328-3510 NMLSR ID 892531

Rishant Taneja Home Mortgage Consultant 714-655-8861 NMLSR ID 473697

Robert Michael Garin Home Mortgage Consultant 714-483-5504 NMLSR ID 490240

Christopher James Preston Home Mortgage Consultant 714-323-8825 NMLSR ID 490895

This information is for real estate professionals only and is not intended for distribution to consumers. Wells Fargo Home Mortgage is a division of Wells Fargo Bank, N.A. © 2014 Wells Fargo Bank, N.A. All rights reserved. NMLSR ID 399801. AS1013525 Expires 4/2014



Tony Faulkner ExecutiveAgent Magazine

Written by Shannon Hartsoe


hen you’ve earned about as many awards for real estate production as you possibly can and you’re at the top of your game, what’s next? For Tony Faulkner, the answer was easy. “Mentoring became a natural next step for me once I had reached a place where I had a fair amount of knowledge under my belt,” he says. “Managing an office and helping other agents grow into their full potential is something I love doing.” With more than 20 years of real estate sales experience, Tony has a wealth of knowledge to pass on to others. In that time he’s seen market shifts and implemented systems and protocols to help keep him on track and successfully serving his clients. As he looked back over his own career, Tony knew he wanted to make a difference for other agents, but he wanted to partner with the perfect brokerage. Today, as the managing broker of the new Laguna Niguel branch of Evergreen Realty HomeSmart, he has that chance. “The culture at Evergreen Realty is just phenomenal,” he says. “I couldn’t ask for a better place with more forward-thinking ideas. Their respect for their agents, the tools they have available, all of it is exceptional and we’re looking forward to taking the company to the next level.” A New Era in Real Estate Evergreen Realty has a 20-year history in Orange County real estate. What started as a “mom and pop” operation has grown to eight offices and more than 1,100 agents throughout the area. As one of the fastest-growing real estate companies in the nation, it would be easy to assume the company has lost the personal touch that contributed to its early growth. Nothing could be further from the truth. For five years running, the company has been voted one of the Top Workplaces in Orange County by the Orange County Register, and it remains family-run. “That family-run feeling is one of the things that attracted me to the company,” says Tony. “The company values its agents as part of that family.” Passionate, trustworthy and hard-working (as a young boy, he would mow lawns and clean windows for extra money. He went on to serve 22 years and retired from the United States Marines and AirForce), Tony says that Evergreen’s philosophy of customer service closely matches his own. Having helped build two previous brokerages from the ground up, he’s looking forward to working closely with Evergreen’s agents and building a greater market share. His open-door, collaborative management style keeps him

on the floor and interacting with agents every step of the way. “If they need me for anything, I’m here,” he says. One of the most exciting things for him is the ability to attract real estate talent through unique and cuttingedge technology. “The reason many agents get into the business is the ability to have a flexible schedule and to maintain a healthy work/life balance,” Tony says. “When they realize they’re spending too much time at the office and the balance isn’t as healthy as it should be, we lose them. Evergreen has some of the most advanced systems in place so that agents can work from anywhere they choose. It’s a flexible and paperless system. This is just another way the company shows appreciation and respect for its agents.” The company is also 100 percent commission. “Too many agents are spending too much of their hard-earned commission by giving it back to the brokerage,” says Tony. “We want to see agents keep more of what they earn and experience more success.” A True Community A man who describes himself as “Faith, Family and Service, Tony has been married for 20 years to his wife Maria and they are proud parents of 5 children and 3 grandchildren.” Tony also believes in giving back to the community, something he says is also reflected in Evergreen’s mission statement. He is a member of the Laguna Niguel Chamber of Commerce as well as the Prince Hall Masons. He is also on the board of directors and the past president of the 100 BMOC, the local chapter of a national organization dedicated to mentorship and support to at-risk youth. “Our goal is to come alongside these young men and give them some direction,” he says. “Our goal is to get them to go to college and keep them off the streets because so many of our young men today don’t have strong role models. We want to change that.” For Tony, working at Evergreen Realty HomeSmart has provided him the perfect opportunity to do what he does best – help others. “I like to see people go from being good to being great and this is the perfect place to do that!” Tony Faulkner – Managing Broker Evergreen Realty HomeSmart 24050 Aliso Creek Rd., Ste. C Laguna Niguel, CA 92677 Tel: 949-230-1597 – 949-600-8932 Email: Web: CalBRE # 01182716

ExecutiveAgent Magazine



ick up any national magazine, flip through the pages, and count the number of short articles you see. They can include those little 3-inch fillers, short quizzes, 400word “how-to” articles or resource boxes. Editors love them. And you can generate some fabulous publicity for yourself by writing them. 1. Because they are so short, editors often rely on them to “fill a hole” on the page. A 75-word brief stands a much better chance of being published than a 750-article. 2. Briefs help portray you as an expert in your field. 3. They appeal to readers with short attention spans and can be skimmed quickly. 4. They’re easy to write. And you don’t need to submit a query letter to editors. Simply snail-mail, fax or e-mail the copy. 5. Unlike a story idea pitch, or a longer article you are submitting, you can usually submit briefs to editors at a variety of non-competing publications at the same time. Editors don’t expect exclusivity on these items and usually don’t care if they appear in other publications. 6. You can promote yourself, or your product, service, cause or issue much more in a brief than you can in an article you would write. 7. Briefs are an excellent way to promote a new book, particularly if you are willing to give away free advice in the brief that ties into the book. You can include a web site


URL or contact information where readers can buy from you. Types of Briefs Briefs come in all shapes, sizes and formats. They include how-to articles, tips sheets, quizzes, new product announcements accompanied by a photo, and polls and surveys. If you work within a particular industry that has its own jargon, you can also supply a list of industry words and definitions so readers can better understand your industry. Sometimes all you need to do is provide editors with a list of resources on a particular topic. If you write books on marketing, for example, you might provide a list of the top three marketing web sites, top three marketing magazines and top three audio tapes on the topic of marketing for small-businesses. This brief can be used as-is, or it can be used as a sidebar to accompany a longer article on marketing that someone else has submitted. Joan Stewart is a speaker, trainer and consultant specializing in developing and maintaining good relations with the print and abroadcast media. Reprinted from “The Publicity Hound’s Tips of the Week,” a free ezine featuring tips, tricks and tools for generating free publicity. For information about Joan, Copyright© 2006, Joan Stewart. All right reserved. For information contact FrogPond at email

ExecutiveAgent Magazine


Editors Love Briefs, Fillers & Quizzes

Written By Joan Stewart

ExecutiveAgent Magazine





Nominate a fellow REALTOR速 to be featured in one of our feature stories; on the cover as Executive Agent of the Month, or as a special feature story. All candidates must be nominated by a real estate professional. The selection process includes a questionnaire, personal interview, reference check and final approval by the Advisory Council. Candidates are evaluated based upon professionalism, length of service and uniqueness of story, as well as industry and community involvement.

I Nominate: Name:___________________________________ Company:________________________________ Address:_________________________________ _________________________________________ City/State/Zip:____________________________ _________________________________________ Phone:___________________________________ Email:___________________________________ Submitted By: Fax/Email nomination to: Executive Agent Magazine PO Box 73384 San Clemente, CA 92673 Fax: 949.266.8757 Email: Tel: 949.366.3349

Name:___________________________________ Company:________________________________ Phone:___________________________________ Email:___________________________________



Cover Story

Bob Mirman

ExecutiveAgent Magazine

By Shannon Hartsoe - Ian Wiant Photographer

The Four Masterminds of Eliant (L to R): Guy Walker, VP of Technology; Jex Manwaring, VP, Client Improvement; Bob Chapman, Director, Eliant Certification; Bob Mirman, CEO


hether it’s counseling emotionally disturbed children or providing motivational counseling to businesses, Bob Mirman’s career has always been about helping people improve their lives. Today, as CEO of Eliant Inc., Bob’s mission is to help real estate professionals get the absolute best results they can. “My specialty is showing sales associates how to make a sale today and a referral sale tomorrow,” he says. “The customer experience during the sales process is what drives referrals to your doorstep, not your product.” Based in San Clemente, Eliant is a leading provider of customer experience solutions for hundreds of North America’s top homebuilders. The company Bob started in 1984 is considered the nation’s largest customer experience management company that caters exclusively to the real estate industry. Eliant conducts more than 100,000 homebuyer surveys annually. What Does That Mean To Clients? “With Eliant’s consumer-tracking tools and training, Realtors® and builders get timely, actionable information

and strategies to improve the customer experience, and dramatically improve their sales from referrals,” Bob explains. “We recognize that a Realtor’s® lifeblood is referrals. The impact of the mortgage and closing experience on the buyer’s evaluation of the Realtor® is immense! That’s why firms like imortgage, Chicago Title, and Fidelity National Title have retained Eliant to train their representatives to deliver extraordinary customer experiences, with Realtors® and builders benefitting from an impressive gain in referral business. The imortgage partnership with Realtors® is based on more than just great products. In fact, the new imortgage slogan is “We want to help you sell more homes…from referrals!” From Counseling To Surveys Born in the Bronx, New York City, Bob earned a bachelor’s degree from the University of Vermont then did a two-year clinical psychology program and internship at Western Michigan University. While working on his Ph.D. at the University of Kansas, Bob was offered a job from the consulting company run by NFL Hall of Fame quarterback Fran Tarkenton.

ExecutiveAgent Magazine

The Eliant Management Team After 18 months, his consulting client, General Mills, offered Bob a full-time job as staff psychologist for their 1,100-person sales team, where he led sales training, motivation programs, sales incentive contests and performance evaluation. The beginnings of what would be the core of Eliant began during this time, as Bob used customer surveys to evaluate the performance of General Mills’ sales people, which he calls “a novel concept in those days.” “I found that I enjoyed business consulting more than psychological counseling,” Bob says. “Why? I could see more immediate changes.” In 1984, after eight freezing Minneapolis winters, Bob decided to move to sunny Irvine, Calif. He started National Survey Systems on his dining room table, specializing in conducting customer satisfac-

tion surveys for BMW, Pontiac, Toyota, IBM, Beckman Instruments and others. “I started this company because I have always liked working for myself,” Bob recalls. “Even when working for General Mills, I worked it out so I was totally independent (in a tightly structured traditional business). I had an idea to use customer surveys as a tool to improve future sales; I wanted to use the customer surveys to hold sales people accountable for delivering an extraordinary customer experience.” He changed the name of the firm to Eliant in 2002 to underscore its expansion from just doing surveys to using surveys as a tool in monitoring customer satisfaction and help clients use the survey information to improve the customer experience.

ExecutiveAgent Magazine

Bob Mirman and Bob Chapman with two ‘Eliant Silver Certified’ Executives: Marlene Veal, imortgage Branch Manager; and Kelly Nuno, Fidelity National Title The company grew to 48 people in 2006, contracted during the recession, and is experiencing dramatic growth once again. “From the purchase experience through years after move-in, Realtors® and builders follow Eliant’s proven blueprint for creating referral-based sales,” Bob says. Bob credits his staff for making the company such a success. So much so that 90 percent of Eliant’s new business comes from referrals, including from home builders, resale sales people, escrow officers, tract sales people, design associates and customer service professionals. Eliant uses its surveys to figure out what it took to create large number of referrals from a group of homebuyers. “We have created a ‘secret sauce’ for driving referral sales, and it really works,” says Bob. “How do we know? Because when we survey new homeowners, the first question we ask is ‘Were you referred to this builder (or Realtor®) by a friend or relative?’” The result: Many of his home-builder clients are averaging 45-50 percent “Yes” to this question, which is extraordinary considering that the national average percent of sales from referrals in the new home industry is 6-8 percent. “Our clients averaged 26.8 percent for 2013,” he says. Eliant Certified Sales, Lender, And Escrow Firms Since homebuyers’ experience plays such a critical role in their willingness to refer their Realtor® or builder, Eliant offers an opportunity for firms to become “Eliant

Certified.” This includes a half-day customer experience workshop, a Certification Exam, and Bronze, Silver, or Gold Certification of each agent based solely on ongoing customer survey ratings. One highly rated Eliant Certified firm, imortgage, has recently become the nation’s #1 ranked lender for customer satisfaction. That’s Welcomed News To Clients Marlene Veal, Anaheim Branch Manager of imortgage, an Eliant Certified lender, says “Eliant Certification has created a way of differentiating ourselves from other lenders. It also provides a motivational edge for each of our Loan Consultants: they all want to get high survey ratings to become GOLD Certified!” (See article about Laura Neves, one of imortgage’s GOLD Certified Loan Consultants, on page 4 of this issue). As president of Brookfield Residential, Adrian Foley has been using Eliant’s services for over 10 years. “Eliant’s surveys and training have helped us deliver a Nordstrom-like customer experience, and highly motivated, customerfocused team members. Hands down, Eliant is the best annual investment we make in creating customer referrals, now over 32% of our sales!” Today, Eliant is actively assisting over 125 real-state clients in the U.S., Canada, Dubai, and Saudi Arabia. “We have ongoing ‘Customer Champion’ training programs with sales agencies, escrow and design firms, lenders, builders, and property management companies,” says Bob.

ExecutiveAgent Magazine

The Customer Experience Another popular offering is the Eliant Homebuyers’ Choice Awards, given to North America’s highest-rated builders on the basis of survey ratings collected by more than 75,000 new home buyers each year. Hard Work, Long Hours, Great Rewards. After more than three decades as a successful businessman, Bob still loves using his psychological training coupled with an innovative business sense to move Eliant, his staff and their clients forward toward higher levels of achievement and satisfaction. And he’s the first to tell anyone – staying on top is a demanding existence that requires discipline and a willingness to prioritize every day. “I am an early riser, usually start working about 6:30 a.m. and sometimes will work until midnight or 1 a.m.,” Bob reveals. “You can’t own a business and not be on top of things, DRIVE actions, don’t just let things happen. I love coming up with new ideas, presenting them to my staff and then let them expand and own the concept. All of our programs have started this way! And with my psychological background, I am able to include much of what I have

learned about human behavior into our training, our survey questions, our consulting, our certification programs, etc.” While Bob may sound like he’s all business, he does have hobbies: piano, golf, skiing, writing and making speeches. He has also put two kids through college (including law school), with a third child now attending college. He also has two grandchildren and another on the way. His favorite books are “The Source,” and “Grapes of Wrath.” Bob says his favorite authors range from Vince Flynn to a “little known guy named Hemmingway.” Looking back over his career, which also includes more than 100 published articles and speaking engagements around North America and the Middle East, Bob cites three highlights: -- Starting Eliant, coming up with its unique concept for the building industry; -- Keeping it alive during the downturn, “When all around us were going down,” he says. -- Eliant’s annual national conference, National Roundtable on the Homebuying Experience, which occurs for the sixth time at Disneyland, October 23-24, 2014.” “We began working with home builders and building industry-related firms in 1986. It’s the best decision I ever made,” he says, adding: “I love this industry and the people in it.”

Bob Chapman is Eliant’s Humorist and Trainer Extraordinaire ExecutiveAgent Magazine

Eliant Bob Mirman 638 Camino de Los Mares Suite H130-457 San Clemente, CA 92673 Tel: 949.753.1077 ExecutiveAgent Magazine



Written by Shannon Hartsoe


he perfect house starts with the perfect foundation, and the perfect sales career starts with knowledge. So it is with Liana Norman of RE/MAX Coastal Homes in San Clemente. Long before she even thought of

She took a job as an assistant in a very productive RE/ MAX office and learned everything she could. Under the mentorship of the broker, Liana learned the basics. “As the assistant to the real estate broker I learned the behind-the-scenes of real estate before I even obtained my license,” she says. “As I got into the business side of things, I became interested in working with people on a more personal level.” By 1989, Liana had obtained her license and transitioned to a partner rather than an assistant. There could be no doubt – Liana Norman was going places.

top producer awards, sales records or Internet marketing, Liana was building a solid foundation in real estate. Her mother was a successful loan officer, so it was natural for Liana to gravitate toward lending at first. “I thought I’d be a loan processor, frankly,” she says. “But I decided I wanted to be out in the field helping people so eventually I decided real estate would be a better fit.”

ExecutiveAgent Magazine


Liana Norman Going Above & Beyond

Now, one of the top producers in her office, Liana is a perennial favorite in San Clemente real estate. She has earned the coveted Platinum Award and is a member of the RE/MAX Hall of Fame. Sales came easy during her first few months in the business, Liana says. As a member of one of the area’s most successful teams, she had a head start. Coupled with her background in real estate and her knowledge of the industry, she shot to the top almost immediately. After taking a few years off, she restarted her career in Northern California. “That was a little bit more challenging,” she laughs. “It was an entirely different market.” Undaunted, Liana jumped in with both feet and within the first month she had three homes in escrow and had sold 40 homes at the end of 10 months. That’s an impressive feat for anyone, but even more impressive in a new market. “I guess it just comes naturally to me,” she says. Liana and her family moved back to Southern California and she picked up where she left off – as successful as ever. Her formula for success includes exceptional customer service, extensive knowledge and a dedication to continued education. “There’s always something to test your skills,” she says. “No two real estate transactions are the same and there are lots of different aspects to each one. Negotiations, psychology, law, a lot goes on and it’s important to stay on top of the things that help make me a better Realtor®.” Liana is dedicated to the needs of her clients, ensuring that each one gets her undivided attention. “I pride myself in going above and beyond for all of my clients and their referrals,” she reveals. “Though I now have full-time listing coordinators and assistants, I’m extremely ‘handson’ so that no detail is missed.”

keting trends keeps her – and her listings – in the public eye. A far cry, she says, from her early days. “Back then a consumer had no choice but to rely on signage or on a Realtor® for information on available properties,” she recalls. “Today’s consumer has a wide range of options available to help them look for homes or to learn about the market. But they still need a reputable, knowledgeable Realtor® to help make it all come together and make sense. They appreciate the expert guidance I and my team provide.” And it looks like the family business is growing once again. Her oldest son, Justin, is now a member of her team. “I still count my mother, Lana Facinelli, as one of my mentors,” she says, “along with Mike Vanni one of my first colleagues. Even though their styles are completely different, both have had long careers in the business and have taught me so much. With Justin here now, I hope to pass on the same knowledge I gained from them.” What’s next for Liana? “I hope to obtain my broker’s license some time this year,” she says. “Even if I never open my own office, but all of my experiences and knowledge have led me to this point and will help me continue to be a better Realtor® for my clients – I don’t think you can ever have too much education!” Liana Norman GRI, CRS, CNE RE/MAX Coastal Homes 118 S. El Camino Real San Clemente, CA 92672 Ph: (949) 690-6906 CalBRE# 01054256

Her years of experience ensure that her clients get the best service available anywhere. And as a certified negotiation expert, she’s able to help take the stress out of what could be an otherwise emotional situation. She’s focused on building relationships and earning referrals from her satisfied clients and keeps in touch with them long after the transaction has closed. A focus on ever-changing mar-

ExecutiveAgent Magazine

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The Kinecta Difference: Not-for-profit • Member-owned • Over 70 years in business 14573-05/14



Written by Shannon Hartsoe

Nicholas Nguyen ExecutiveAgent Magazine


ick Nguyen didn’t set out to be an entrepreneur. In fact, he says his skill for business was forged out of necessity rather than choice. But that doesn’t mean he wasn’t good at it. As one of five siblings born to Vietnamese immigrants, Nick says his family didn’t have much in terms of material things. What they did have was a strong work ethic, a drive to succeed and a faith that kept them positive even when times were hard. As a result, he learned the sales skills necessary to support himself, long before he even knew what an “entrepreneur” was. “I didn’t have the luxury of depending on my parents for financial help like a lot of my friends,” says Nick. “So even at a young age, I was creating little businesses for myself to make extra money. I’d go into the garage at the age of six or seven and look for things to sell.” That self-reliance remained with him even as a high school student, when he would ride his bike from his neighborhood to the Nellie Gail neighborhood to wash cars for the spending money so many others took for granted.So when the opportunity to work with a successful real estate agent presented itself, Nick didn’t hesitate. His parents introduced him to a family friend who was a Realtor®. After learning about what she did, Nick was intrigued. She helped him get started and from there, he was off and running. “She really took me under her wing and taught me the basics of financing and how to handle more difficult transactions,” says Nick. “Right from the beginning I was fascinated and it turns out that real estate was an ideal match for my personality and for my work ethic.” Nick spent a number of years honing his real estate skills while using them to start his own personal real estate portfolio. Building his own home from a lot to finished product helped Nick gain an even deeper understanding of the entire real estate process – something he uses to his clients’ advantage today. “I tell my clients that real estate is like a game of chess – it’s all strategy,” he explains. “Fortunately, I’m a very detail-oriented person.” But he had a decision to make – keep working in real estate part time, or settle in and get serious? He chose the latter. That single decision has led to Nick establishing himself as one of the area’s most successful Realtors® and owner of Prism Link Properties.

By working closely with his clients and treating each transaction as if it was his own, Nick says he’s able to give a level of customer service that is unmatched anywhere. His goal is not simply to meet expectations, but to exceed them. “I’m very passionate about what I do,” he states. “I have a good read on situations and I’m always thinking outside of the box to find and manage creative ways to seal the deal without sacrificing the interests of my clients. I’m not satisfied unless they are.” As the owner of Prism Link, Nick is acutely aware of the value of the transaction to the client, and takes his responsibility very seriously. One mistake, he says, could prove costly, so he leaves nothing to chance. He’s constantly looking for ways to improve upon his past successes and to learn from every real estate sale or purchase. “It amazes me how an agent can help alter the course and outcome of their clients’ deal,” he says. “That’s why it’s important for consumers to work with the right agent --- one who knows how to maneuver carefully throughout the transaction in order to maximize and protect their clients’ needs. Like an attorney, the agent’s negotiation skills are vital in order to create that personal advantage.” Nick’s agents, each with their own strengths and areas of specialization, all follow the same philosophy of customer service that has made Nick so successful. His hard work, determination and unwavering commitment to a job done well have made him an Orange County favorite. That dynamic approach to business has earned him the respect of his colleagues and clients alike, but Nick says it’s his faith that keeps him motivated. “The one constant that keeps me going is my faith in Jesus Christ,” says Nick. “It makes me more accountable for any actions that I take and helps me to stay strong when the going gets tough. I serve Him by serving my clients well and create a positive reflection of His work in me. Nothing is more important.” Nicholas Nguyen Prism Link Properties Tel: 949-374-3957 Email: Web: CalBRE # 01364249

ExecutiveAgent Magazine


The Service Boomerang


emember the expression, “People don’t care how much you know until they know how much you care.” They want to know if you are willing to give of yourself, to serve their needs and wants.

They’re not interested in your title, your college degrees, or how much money you have. First, they want to know if you care about them as a person, if you care about helping them solve their problems. Then your knowledge and experience become important. When you are considering the idea and process of giving “good service”, ask yourself, “What would I want if I were dealing with me?” That really brings it home. When you think of service in personal terms you feel the accountability involved. It becomes a personal responsibility, not just a nice idea or phrase. That kind of thinking turns into a philosophy about the service concept. And, that is where you find the real benefit, in both receiving and giving excellent service. We have intelligence quotients and personality quotients. If there were a service quotient, an SQ, how would you score? How would your organization score? It is a very powerful concept to build a life, a career or an organization on the knowledge that good service always boomerangs. Sheila Murray Bethel is a best selling author, television personality and globally acclaimed professional speaker. Sheila’s expertise is Change, Leadership, and Personal Excellence. She is the author of the best-selling book, Making A Difference: 12 Qualities That Make You a Leader, host of the new Public Television Specials, “Making A Difference”, and business woman. Copyright© 2003, Sheila Murray Bethel. All rights reserved. For information about Sheila’s Leadership Seminars and Workshops, contact the Frog Pond at 800.704.FROG(3764) or email;

Written by Sheila Murray Bethel 32

ExecutiveAgent Magazine

imortgage is excited to hit the beach in Surf City USA!

The #2 lender for purchase business in California in 2013* is coming to Huntington Beach! At imortgage, we understand that in today’s market, home financing requires a company with a proven track record, financial strength and integrity. Our unwavering commitment to excellence in these three key areas has earned us a reputation as one of the most well respected companies in the industry. And we cannot wait to bring our outstanding service to Huntington Beach. *Based on MarketracŽ Lender Profile Report | Total number of 1st Mtg Loans/Trans | Jan. 1, 2013 through Dec. 31, 2013.

John Wellsandt Branch Manager Direct (949) 705-0550 Mobile (916) 835-8129 NMLS ID 448583

Rates, terms, and availability of programs are subject to change without notice. Licensed by the CA Department of Business Oversight CRMLA 4131040. Corporate NMLS ID 174457. All rights reserved. 05012014.



imortgage 7755 Center Avenue Suite 1200 Huntington Beach, CA 92647



Written by Haley Freeman

ExecutiveAgent Magazine


Justine Howard “Treat Everyone Like You Would Treat Your Family”


ustine Howard is a California girl who grew up in Pacific Palisades. Her father was a successful physician for Paramount Studios. Her parents loved to entertain, so she spent her childhood socializing with a houseful of celebrities and interesting people. “One of the things I learned from my father is that he treated everyone the same, whether they were celebrities or not. My sweet mother had a zest for life and cared about people. She always remembered others at Christmas time. She relished life, and I think she was kind of my hero. I also have five sisters, and they have been a real inspiration to me,” Justine recalls. “I have always been very people-oriented, and love helping people. When I was 16, my father took us on a cruise around the world. I saw many things that opened my eyes. I saw poverty, but I also saw that most people have the same qualities of warmth and love no matter where you go. It gave me a great appreciation for the diversity of cultures and how easy it was to take for granted what I had growing up in this country. I like to think that my life is about giving back.” At the start of her professional life, Justine served a mission for a year and a half and obtained her degree in social work. She went on to work as the special assistant to U. S. Senator Jake Garn. “He was humble, down to earth and caring. He always stressed to all of us to keep balance in life and put family first. He had a lot of integrity, and I had the utmost respect for him. People like that had great influence on my life,” Justine says. One of Justine’s sisters is a retired commercial broker. “She is the one that said I should get into real estate with my love of people, and this is a field where women can really excel. My mother became terminally ill, and I needed flexibility to care for her. I believed in real estate. It was my mother’s financial salvation. After my father passed away, the appreciation helped her financially, as she lived to be 87. I also saw the opportunity to help people.” Justine currently works with ZipRealty. “It’s only the second company I’ve ever worked with in real estate,” she says. “They have the number one brokerage website in the U.S. We attract a tremendous amount of leads online. About 65% of my business comes from those leads.”

do everything over the internet by electronic signature. Our clients can click through their contracts just using their cell phones. My clients can go on our website and enter their questions, and I receive them by text. Then I can give them immediate service and be more responsive to their needs. Our company also really stresses ethics, which is important to me.” Justine is the mother of five children, four of whom she adopted, and she has seven grandchildren. Her oldest and youngest sons have both given military service overseas. “It is so gratifying to have them back home. I am very proud of all of my kids and their accomplishments.” “Family is always first, but I also love good, wholesome theater and good food. I love taking local trips in California and walking on the beach and swimming. I love to entertain, probably because my parents entertained so much when I was growing up. I am very involved in my church, and I am committed to giving ten percent of my income back to charity,” Justine says. “My whole business philosophy is to work hard, be honest and treat everyone like you would treat your family. I am not a high pressure sales person. I tell them honestly what I think the benefits are and then it’s their decision. Whether I have a client who is extremely wealthy or struggling just to get into a VA loan, I treat everyone the same. I appreciate people for their quality.” Justine has been selling real estate for over ten years now, and she values the way her experience enhances the service she can offer to her clients. “Knowledge is power. I’ve made mistakes and learned from them. I’m always seeking out more knowledge so that I can be more diversified in my service. I don’t work for a commission; I work for my clients.” Justine Howard Zip Realty 4940 Campus Drive, Ste. E Newport Beach, CA 92660 Tel: 949-500-1376 Email: Web: CalBRE # 01399556

The technology at ZipRealty also helps Justine to give her clients efficient customer service. “We are paperless and high tech. We have clients all over the world who ExecutiveAgent Magazine


I LOVE Complaints!


hether you’re selling loans, homes, computers, widgets, or are a stay at home Mom, your own personal person-to-person “customer service” when there is a problem is a benchmark of your ultimate success. How do you react when someone complains to you? There are several typical approaches: 1. Some people take it personally; get defensive and aggressive. 2. Others simply ignore complaints. 3. Some blame it on others. 4. Some get efficient and solve the problem without dealing with the person’s feelings. 5. And others greet all complaints with delight. DELIGHT! Delight? Why? How could you be delighted when someone complains? Because, she said confidentially, people only complain to you when they want to continue the relationship! Isn’t that delightful? (Well, except for Mr. X , but that’s a story for another day.) Think about the last time you had a problem at a retail store with maybe a slow check out. If it’s a store where you seldom shop, for a product that you can easily get


elsewhere, you may very well just leave the product on the counter and walk out. But if you encounter a slow check out at a store that is usually efficient, you may be quietly understanding; knowing that this is the exception not the rule. Or you might talk with the manager. Even if you are aggravated and angry about the slow service, the only reason you’d take your time to talk with the manager is if you wanted to continue to shop there. In essence you are giving them a second chance to apologize, make it better and win you back. This is the single biggest area where you have a chance at increasing your profitability, repeat customers and referrals. This is the place where you build lasting relationships and a better bottom line because repeat customers are responsible for 8 times the profit of a new customer! Anyone can give good customer service when things are going well - at work or at home. It’s when things go wrong, systems break down, or unforeseen obstacles pop up, that you have a chance to demonstrate your commitment to the relationship. Just what are you willing to do to make this work? To make this right? To forge a stronger bond?

ExecutiveAgent Magazine


Have you ever broken a bone? It HURTS! But if you give a little extra care and coddle it for a few weeks, it is stronger because that bone has been reinforced as it healed. Broken relationships are like that too. If the store manager says, _Thank you for telling me. Let me get another clerk up at the front and let me personally check you so you can get on your way. “You’ll think, WOW! He actually cares!, and he didn’t get mad. HE THANKED ME?!?! And you’ll continue to shop there. And you might tell your friends. With your customers, when you can “make it better”, they often tell their friends, “We had a nasty thing happen while we working with Pat and Pat made sure it was fixed in no time. It’s good to know people who can efficiently deal with problems when they come up. We’ll use Pat again.”

clients, marriages and parenting, are never problem-free, but the people involved have learned how to confront issues and deal with them with some charm and grace. The next time an inevitable problem arises, greet the complaint with delight, deal with the problem efficiently, the people considerately, and you will maintain the relationship. Linda Brakeall, GRI, CRB, is a nationally recognized expert in sales and marketing for Realtors®. Linda, a Realtor® for 13 years, three of which were as an award wining sales person, spent the next ten years as a manager and corporate trainer. She has been speaking professionally speaking, training and consulting since 1992. Copyright© Linda Brakeall. All rights reserved. For information about Linda, contact the Frog Pond at 800.704.FROG(3764) or email;

Relationships that last a long time, including customers, ExecutiveAgent Magazine





More Control. More Deals. At Eagle Home Mortgage, our world revolves around the relationships we’ve cultivated with the real estate community. Our culture is geared toward support and empowerment of our loan officers, in order to provide the best possible service to you and your clients. Everyone at Eagle Home Mortgage is focused on the importance of closing loans and closing on time. Unlike other lenders, we process files locally, use in-house underwriters and have our own appraisal management team. This results in more control, improved communication and a faster, more efficient process; so as partners, we can make more deals happen.

Four Southern California locations: Torrance NMLS #804830

Phone: 310.602.3900

NMLS #839289

NMLS #849059



Scott Criss

Brett Smith

Karen Virgil

Branch Manager / Sr. Loan Officer

Branch Manager / Sr. Loan Officer

Branch Manager / Sr. Loan Officer

Phone: 619.929.0102

Phone: 949.892.2422

Phone: 951.750.7952

San Diego

NMLS #210975

NMLS #483930

NMLS #944511

NMLS #613337

Member of the Lennar Family of Companies

Universal American Mortgage Company dba Eagle Home Mortgage. Universal American Mortgage Company of California dba Eagle Home Mortgage of California. Licensed by the Department of Business Oversight under the California Residential Mortgage Lending Act. RMLA #4130443, NMLS #1058. Copyright 2013 Lennar Corporation. Lennar and the Lennar logo are U.S. registered service marks of Lennar Corporation and/or its subsidiaries.

June 2014 n orange county  
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