Client intake services for mortgage brokers & lenders

AssistBPO's client intake services for mortgage brokers make the first 24 hours of a new borrower relationship consistent. The same questions asked, the same documents requested, the same consent captured and the same welcome sent, whoever the loan officer is.

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This page Mortgage brokers & lenders Client intake services for small business

How does client intake work for mortgage?

AssistBPO gives you a named intake specialist who takes new inquiries by phone, web form and referral, collects the logistics a licensed originator needs before the application call, such as purchase or refinance, property state, timeline, co-borrowers, preferred contact and consent to call and text, sends the portal invitation and initial document checklist, and books the application call. Every intake is logged in the CRM with the referral source, and the referring agent receives a thank-you the same day. Partial intakes are followed up on a cadence with lawful consent and do-not-call scrubbing until the borrower completes or opts out. The result is an application call that starts with the file already open, the documents already requested and the borrower already expecting the next step.

What tasks does client intake cover for mortgage brokers and lenders?

  • Take new borrower inquiries by phone, web form and referral
  • Collect logistics: purchase or refi, property state, timeline, co-borrowers
  • Capture consent to call, text and email in the CRM
  • Send the portal invitation and first document checklist
  • Book the application call with the right loan officer
  • Log referral source and thank the referring agent same day
  • Follow up partial intakes on a set cadence with consent
  • Hand the completed intake to the loan officer with notes

The KPI that matters here

Intake completion rate: the share of new inquiries that reach a booked application call with consent captured and the document checklist sent within 24 hours.

What rules does client intake follow for mortgage?

  1. TCPA and state rules for borrower follow-up. Under the TCPA and FCC rules, calls and texts to a borrower's cell need prior express consent, fall between 8am and 9pm local time and are scrubbed against the National Do Not Call Registry. Florida, Oklahoma and Washington add their own consent and hour rules. Every outbound touch runs with lawful consent and do-not-call scrubbing.
  2. No licensed advice: SAFE Act, NMLS, FCA, ASIC. Only a licensed loan originator with an NMLS ID quotes rates, discusses terms or takes an application under the SAFE Act. UK mortgage advice sits under FCA MCOB rules; Australian credit assistance under the NCCP Act and ASIC; Canadian brokering under provincial regulators such as FSRA. Assistants collect, confirm and update. They never advise.
  3. GLBA Safeguards Rule for borrower data. The FTC Safeguards Rule (16 CFR Part 314) requires brokers and lenders to protect nonpublic personal information. Assistants work inside your LOS and portal with least-privilege access, MFA and managed devices, and never download borrower files locally. UK GDPR and the Australian Privacy Act cover files handled from the second office in Pakistan.
  4. TRID and ECOA clocks. Regulation Z requires the Loan Estimate within 3 business days of a complete application and the Closing Disclosure at least 3 business days before consummation. Regulation B requires notice of action within 30 days of a completed application. Assistants track these dates in the pipeline and flag them; your lender issues the disclosures.

Mortgage software we work in

Also in use

  • Encompass
  • Arive
  • Calyx Point
  • Floify
  • Jungo

See all 80 tools we work in

More for mortgage brokers and lenders

Other services for mortgage

Client intake in other industries

Frequently asked questions

What questions can the intake specialist ask a new borrower?

Logistics only: purchase or refinance, property state and city, timeline, whether there is a co-borrower, current lender if refinancing, how the borrower found you, and preferred contact method and times, plus consent to call and text. The specialist does not ask about income, credit, assets or debts and does not pre-qualify; those belong on the application call with the licensed originator. The script is written with you and stays inside the SAFE Act line.

Can intake be different for purchase and refinance?

Yes, and for reverse, construction or investor loans if you offer them. Each loan type has its own checklist and portal template, so a purchase borrower is asked for the contract and agent details while a refinance borrower is asked for the current mortgage statement and payoff intent. The specialist picks the path from the first two questions and the CRM records which path was used for reporting.

How fast is a new inquiry contacted?

Web and referral inquiries during your hours are called within 5 minutes where consent allows, and web-form submissions get an automatic acknowledgment plus a personal follow-up. After hours, inquiries are picked up by the after-hours desk or first thing next morning, by your choice. Speed to first contact is reported daily, because most borrowers proceed with the first broker who responds like a person.

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