Virtual assistant services for mortgage brokers & lenders

AssistBPO's virtual assistant services for mortgage brokers give your loan officers a named, employed assistant who does the unlicensed work around every file. Document requests, pipeline updates in your LOS, condition chasing, signing coordination and partner updates, in your hours.

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The loan officer keeps the borrower conversation and every licensed decision; the assistant keeps the file moving.

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A named person replies within 1 business day

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  • A named assistant proposed within 72 hours
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This page Mortgage brokers & lenders Virtual assistant services

How does a virtual assistant work for mortgage?

Most brokerages start with one dedicated assistant covering 3 to 5 loan officers, then add a second when monthly fundings pass a level the first cannot keep up with. Onboarding takes a week: we document your milestone names, your condition codes, your partner update format and the exact words the assistant may and may not say to a borrower. From then on the assistant opens the pipeline each morning, sends the day's requests before 10am, calls borrowers who have not uploaded, and ends the shift with a report listing every file touched. A trained backup covers leave, and a team lead reviews the pipeline notes weekly against your standard.

What tasks does a virtual assistant cover for mortgage brokers and lenders?

  • Send borrower document requests through Floify or your LOS portal
  • Chase outstanding pay stubs, statements and ID every 48 hours
  • Update milestones and next actions in Encompass or Arive daily
  • Order VOEs, payoffs, HOA questionnaires and insurance binders
  • Book appraisal access, notary signings and closing appointments
  • Send milestone updates to agents and referral partners
  • Flag lock expirations and contingency dates inside 5 business days
  • Prepare the Friday pipeline report for each loan officer

The KPI that matters here

Document turnaround: days from the first request to a complete borrower package in the portal. It is the number that decides how fast a file reaches clear to close.

What rules does a virtual assistant 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

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Frequently asked questions

Does the assistant replace my processor?

No. The assistant does the unlicensed, repeatable work around the processor: requesting and logging documents, updating milestones, chasing conditions with borrowers and third parties, booking signings. Your processor stays on the licensed work, file review and underwriter communication. Most brokerages find one assistant frees a processor to carry 30 to 50 percent more files, because the phone and email chasing that ate the afternoon is gone.

How does the assistant learn our loan process?

During onboarding we build a one-page desk manual with you: your LOS milestones, condition codes, document naming, portal links, partner update templates and the borrower-facing scripts. The assistant shadows your processor for the first files, and the team lead checks the first two weeks of pipeline notes against that manual. Anything new, such as a lender overlay or a changed disclosure step, is added to the manual so the backup follows the same process.

What hours will the assistant work?

Your hours. Assistants are staffed on US Eastern to Pacific, UK and Australian Eastern shifts, so a Texas brokerage gets 8am to 5pm Central and a Sydney broker gets an AEST shift, available on request. If loan officers work evenings, the shift can start later. Weekend and evening phone coverage comes from the after-hours desk rather than the dedicated assistant, so the assistant is fresh for the Monday pipeline.

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Next step

Your desk, staffed. Wherever you are.

Tell us what is overloaded. A named person replies within 1 business day with a staffing plan, and we propose your assistant within 72 hours.

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Or call +1-657-777-0006 during US, UK or Australian business hours, or hear our demo receptionist.

  • A named assistant proposed within 72 hours
  • Employed, screened and managed staff, never freelancers
  • Your hours, your tools, your data
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