Phone Etiquette
Phone Etiquette Guide for Mortgage Brokers
In the mortgage industry, a missed call isn't just a nuisance—it is a lost commission that could range from $3,000 to $15,000. This guide helps you master the phone techniques needed to secure referrals from realtors and keep your pipeline moving through every rate lock and closing deadline.
The Speed of the Spring Market
Realtors refer clients to the mortgage broker who answers the phone first. If you are in the middle of a complex underwriting review and let a call go to voicemail, that homebuyer will likely call the next broker on their list. Aim to answer within two rings to show you are ready to handle their urgent pre-approval needs. If you are tied up with a closing, an AI receptionist like SkipCalls can handle the intake so you never lose a $5,000 refinance opportunity to a faster competitor.
Key takeaway: Answering quickly is the most effective way to protect your referral relationships with local realtors.
The Professional Broker Greeting
Your greeting sets the tone for the entire loan process. Start with your name, your firm, and a clear offer of help. For example: 'Thank you for calling Elite Mortgages, this is Sarah speaking, how can I help you with your home purchase today?' This immediately identifies you as a professional and encourages the caller to share their specific scenario, whether they are a first-time buyer or looking for a jumbo loan.
