Lailene Torres
“Keeping things moving, keeping you informed.”
Lailene is often the person making sure nothing falls through the cracks. With a background in customer service and loan processing, she keeps clients updated, files progressing and details in order. Known for her warmth and energy, she brings a people-first approach to every conversation and every application.
About Lailene
Lailene is the person who notices the missing document, follows up before it holds anything up and keeps a loan file moving without making clients feel chased.
She has spent five years working with customers and three years behind the scenes of loan applications, so she understands both sides of the process. She knows the paperwork needs to be right, but she also knows there is a person waiting for an update, wondering what happens next or trying to find one more document in an already busy day.
Part client champion and part loan-processing wiz, Lailene brings warmth, energy and a sharp eye for detail to her work. She keeps track of the moving pieces, explains what is needed in plain English and stays close to a file until it crosses the finish line.
Away from work, Lailene is usually pampering her cats, heading out with family or friends, or deciding between a good book and a movie. She is naturally attentive to the people around her, and that carries into her work. Clients can expect someone who remembers the details, keeps them in the loop and genuinely wants to make their part of the process easier.
The little things matter. A timely update, a returned phone call, a document checked twice. Most people only see the milestone at the end, but I believe the experience in between matters just as much.
Lailene Torres
Client Support
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