Virtual assistants for mortgage brokers & lenders

Document collection, pipeline updates, condition chasing, appointment confirmations and partner updates, in that order of volume. The assistant starts the shift with your pipeline open, calls or emails borrowers with outstanding items, logs every response in your LOS, books signings and application calls, and sends an end-of-day report listing what was handled, what is waiting on a borrower and what is waiting on you. Between those tasks the assistant answers your line and works your lead list with lawful consent and do-not-call scrubbing.

Yes, about logistics: which documents are outstanding, when the appraiser needs access, where to sign the Closing Disclosure acknowledgment, what time the notary arrives. The assistant never discusses rates, terms, program eligibility or whether a borrower qualifies. Those questions are transferred to the licensed loan originator or logged for a callback, and every script says so. That line is written into the onboarding checklist and checked on the monthly QA scorecard.

Yes. The assistant works in your loan origination system under a user account you create with the permissions you choose, plus your borrower portal (Floify, Blend or the LOS's own) and your CRM (Jungo, Salesforce, HubSpot, Total Expert or similar). During onboarding we document your milestone names, condition codes and naming conventions so status updates look the same whoever entered them. Access can be revoked by you at any time.

Borrower files stay in your systems. The assistant views documents inside your portal or LOS on a managed device with MFA and no local storage, under an NDA and background check, and never emails a pay stub or bank statement as an attachment. That approach maps to the FTC Safeguards Rule under GLBA. Wire instructions are only ever confirmed through your secure channel, never by phone or email, and the assistant is trained to recognize wire fraud attempts.

Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. For orientation, PayScale puts the average US virtual assistant at $19.45 an hour and an in-house executive assistant at $4,700 to $9,100 a month fully loaded (PayScale and Indeed via Wishup, 2026); offshore managed assistants are typically published at $640 to $2,400 a month full-time. A dedicated AssistBPO assistant is priced per person for a block of hours, so a refi surge does not change your bill.

We only text or call leads who gave prior express consent through your web form, application or a recorded verbal opt-in, and we scrub every list against the National Do Not Call Registry and your internal suppression list before each campaign. Calls stay inside 8am to 9pm in the borrower's local time, and state rules in Florida, Oklahoma and Washington are applied to numbers in those states. Consent records live in your CRM so you can produce them if asked.

Yes. Most brokerages start with one dedicated assistant and add a second or a pod of 3 to 5 with a team lead when rates drop or the spring pipeline fills. Because the new assistants are trained on the same checklist and LOS setup, ramp takes days rather than weeks, and when volume settles the pod shrinks on notice. Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day.

Yes, with the local vocabulary and hours. For UK advisers that means decision in principle chasing, conveyancer updates and product transfer reminders under FCA rules, with PECR and TPS screening for any outbound calls. Australian brokers get document chasing through the aggregator's portal and DNCR washing before campaigns, with AEST-shift coverage available on request. Canadian brokerages get provincial rule awareness, CASL consent handling and bilingual French support available on request.