We’re proud to celebrate the extraordinary efforts of Loan Consultant Toy Eng and Production Assistant Ivette Padro, who recently went above and beyond to ensure one of our customers, a Combat Veteran and Purple Heart recipient, received the very best care on his path to homeownership.

Check out Dr. Tean Chai’s glowing review of the expertise, commitment and care he received throughout the homebuying process from our phenomenal teammates. This is exactly what best-in-class customer service looks like!

"As a combat veteran and Purple Heart recipient, I know there are many options available when it comes to financing a home. I reached out to several military credit unions and the VA, and moments later, by chance, I came across the SONYMA loan page. I decided to email three of the five listed loan officers. It was a weekend, past 8 p.m.—so I fully expected to wait until Monday for a reply. To my surprise, only three minutes after sending the email, I received a phone call from Toy Eng.

From that first call, Toy’s dedication to my success was undeniable. She not only guided me through the process but also took the time to educate me on the loan products I was applying for, showing a genuine commitment to creating the best possible outcome. After a year and a half of searching for a home, I finally felt progress and relief—knowing I was supported by someone who treated my journey with integrity and respect.

Toy’s insight on when to lock my rate and what programs I was eligible for reflected her expertise and a daring drive to find the most effective solutions. The results amazed my attorneys and realtors—in the best possible way—and proved that she was willing to go above and beyond to exceed expectations. Acting with urgency and positive energy, she turned what could have been another long, uncertain wait into immediate forward momentum, embodying the kind of dynamic action that builds trust.

Friends and colleagues often ask how I found Toy, and I always tell them the truth: I didn’t find her—she found me. She answered my email on a weekend, in the late hours of the night, and chose to go above and beyond when others waited. Her choice not only set me up for success but also left me with a lasting sense of gratitude.

Because of Toy, I never felt like just a customer, but a true partner on this journey. Even while on vacation, she continued to push things forward with the support of Ivette, for whom I am also deeply thankful. Together, they were the dream team who made my American Dream of homeownership possible. For that, I am forever grateful.

With appreciation,

Dr. Tean Chai"