New Customer Onboarding Checklist for Mortgage Brokers

If a buyer needs a pre-approval letter to make a Saturday offer, waiting an hour means they will call another broker.

An AI receptionist can identify if a caller is a Realtor needing an immediate pre-approval or a general inquiry, ensuring you never miss a $10,000 commission opportunity while in a meeting.

Knowing if it is a primary residence or a fix-and-flip helps you immediately set the tone for document requirements.

Always log which Realtor sent the lead so you can send them a thank-you text immediately, reinforcing the referral loop.

Instead of playing phone tag, use a booking tool to get 15 minutes on their calendar to discuss credit and down payment.

Provide a clear list requesting 30 days of paystubs, 2 years of W2s, and 2 months of bank statements.

Clients should never email sensitive documents like tax returns; give them a secure link to your Point of Sale system.

Explain clearly that they must not buy a new car, quit their job, or move large sums of money during the loan process.

Explain the difference between a soft pull for pre-qualification and a hard pull for a formal pre-approval.

If the client prefers Spanish, ensure your intake materials and AI answering service are set to their preferred language.

Show the client that they have a valid automated underwriting approval to give them confidence in their offer.

Explain how their student loans or car payments affect their maximum monthly mortgage payment.

Explain that rates fluctuate daily and discuss when it makes sense to lock vs. float.

Warn the client that the underwriter will almost certainly ask for more documents later; this prevents future frustration.

Send a PDF copy to both the client and their Realtor so they can start shopping immediately.

Tell the client exactly who will be calling them for additional documents so they don't ignore the 'unknown' number.

Commit to a weekly update call or email to the client and Realtor, even if nothing has changed, to keep anxiety low.

Ensure every call transcription and note is logged in your system for compliance and tracking.

Collect the appraisal fee and explain the timeline for the third-party inspector to visit the property.

When you are on the phone with an underwriter, use SkipCalls to handle incoming client calls so they never feel ignored.