Mortgage Broker Intake
Call intake for mortgage brokers
A boundary-conscious phone intake guide for mortgage brokers collecting borrower goals without turning a first call into advice.
Start with the borrower’s goal
Ask whether the caller is exploring a purchase, refinance, renewal, or investment property. Capture the property location, intended timing, contact method, and whether they already have a file. These facts help a broker prioritize the next conversation without making a lending assessment.
Avoid premature promises
A phone specialist should not estimate approval, rate, borrowing capacity, or closing timing. Those statements depend on information and review by the broker or lender. Use neutral language: record the question, explain who will respond, and identify any requested documents.
Handle document questions safely
Record the document category rather than sensitive account details in a general call note. Direct the caller to the broker’s approved secure channel. A Philippines-based call specialist can explain where to send information but should not request passwords or full financial data by phone.
Build a useful handoff
Repeat the borrower’s goal, timeline, property context, preferred contact method, and outstanding question. The broker then receives a focused conversation starter instead of an incomplete lead.