Customer Communication Checklist for Mortgage Brokers

Realtors and buyers often call multiple brokers; if you don't answer, they move to the next person on the list. Using SkipCalls ensures an AI receptionist captures their details 24/7 so you never lose a $3,000+ commission to a competitor.

Buyers need to know exactly what to gather (W2s, pay stubs, bank statements) to start the pre-approval process.

A 15-minute call to discuss goals, budget, and loan products (FHA, VA, Conventional) builds trust early.

Send a quick text to the agent letting them know you are speaking with their client to solidify your professional relationship.

Clients are anxious after sending sensitive financial data; a quick confirmation email settles their nerves.

Verbally warn clients not to buy a new car or open credit cards during the process, as this can kill a loan approval.

Keeps the client informed of the milestone and explains that the underwriter may ask for more 'conditions' or documents.

Appraisals are a common bottleneck; tell the client when it's ordered and when to expect the report.

A mortgage industry standard: call the client and the Realtor every Tuesday with a status update, even if nothing has changed.

Provide a written summary of the locked interest rate, the expiration date, and any points paid.

When an underwriter asks for a document, call the client immediately to keep the file moving toward the closing date.

Ensure the title company has everything they need to prevent delays in the final week.

This is the most exciting call in the process; tell the client they are officially approved to buy their home.

Ensure the client understands their final 'Cash to Close' amount and that there are no surprises with the fees.

Explicitly tell clients to never wire money based on an email without calling the title company first to verify the instructions.

Re-verify the appointment with the notary or title office and remind the client to bring their ID.

A small gesture after a $10,000 commission goes a long way in securing future referrals.

Ask for the review 24-48 hours after closing when the client is at their peak happiness.

Schedule a reminder to check in one year later to discuss potential refinances or market changes.

Send a final update to the agent thanking them for the partnership and asking for the next lead.