For five consecutive years, Chase Home Finance has given its top originator award to a doctor who says she strives to be the “Ritz-Carlton” of the mortgage industry.

The company named Sarasota, Fla.-based Penny Hill its No. 1 loan officer in the United States once again for 2005.

Hill, who holds a doctorate degree in Naturopathic medicine, said after discovering that holistic medicine was not as lucrative a practice as she had hoped, entered the mortgage industry in 1989 and attended a three-month training program for loan originators — after which her average loan amount was $65,000.

Fast forward to 2005, Hill’s average loan amount was $580,000 and, with the help of two other loan originators on her team, closed $290 million, she said.

Hill told MortgageDaily.com that her team’s sales philosophy is based on a famous hotel chain’s customer service policy.

“Four years ago when the Ritz Carlton opened (in Sarasota), we used to joke that we would strive to be the Ritz Carlton of the mortgage industry,” Hill told MortgageDaily.com. “We still keep that in mind, stay positive, let everyone know it’s a pleasure to work with them, and if you can maintain that concept even during frustrating moments with demanding clients you will still come out a winner,” Hill advised.

Hill said most of her clients are high-end A-paper applicants that she has learned to communicate well with over the years.

“You have to have that comfort level, talk their language, a lot of people are intimidated,” she said. “The fun part is individualizing the program and the concept (for each client); I ask a lot of questions and listen very carefully — the client tells me what they need, if I ask enough questions.”

And when some loan originators might want to hide from clients that have complaints or concerns, Hill said she would rather take it head on and let them know she cares. “If you show that you care, they will feel that; there are a lot of emotional aspects.”

Hill said that her team was also rated No. 1 in the United States for customer service and satisfaction.

photo of Penny Hill

“We look at those surveys and actually go back to the client to make sure it is a happy ending,” Hill told MortgageDaily.com. “We try to keep a positive work environment and pass that motivation on through the phone to the client. “It’s not about one happy client, but a happy client that refers us to others — that’s our goal, that’s the easiest way to succeed.” And Hill is taking her success and giving back to the community. She said most of her evenings are spent at one of about a dozen different charitable events that she donates to, including the Moffitt Cancer Center, the Florida Holocaust Museum, the Ringling Museum, the Boys and Girls Club and the American Red Cross. “It’s a good way to meet like-minded people,” she said.