Virtual receptionist services for mortgage brokers & lenders

AssistBPO's virtual receptionist services for mortgage brokers put a named receptionist on your published number who answers in your brokerage name, knows which loan officer owns which file, and routes borrowers, agents, appraisers and title companies to the right person the first time.

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This page Mortgage brokers & lenders Virtual receptionist services

How does a virtual receptionist work for mortgage?

Loan officers are in cars, at closings and on video calls; every unanswered call is an agent who calls the next broker on the list. The receptionist greets in your script, checks the pipeline to see who owns the caller's file, transfers warmly with a whisper, or takes a message that lands in your CRM and the loan officer's phone within minutes. Borrower questions about outstanding documents get answered from the file; questions about rates, terms or eligibility get transferred or logged for a licensed callback, never answered. Between calls the receptionist confirms tomorrow's signings and clears voicemail. You get one voice, a trained backup and a team lead who scores a sample of calls each month.

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

  • Answer in your brokerage name during your business hours
  • Route agents, borrowers, appraisers and title to the right loan officer
  • Look up file status to answer document and timing questions
  • Transfer rate and eligibility questions to a licensed originator
  • Take messages into the CRM and text the loan officer
  • Confirm signing and application appointments by phone
  • Screen vendor and solicitation calls per your rules
  • Clear voicemail each morning and build the callback list

The KPI that matters here

Answer rate during business hours, with average speed to answer alongside it. Agents judge a brokerage on whether a person picks up.

What rules does a virtual receptionist 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

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Frequently asked questions

Can the receptionist answer borrower questions about their loan?

Logistical ones, yes: whether a document was received, when the appraisal is scheduled, where to sign the disclosure acknowledgment, what time the notary arrives. The receptionist looks these up in your LOS. Anything touching rate, terms, program choice or whether the borrower qualifies goes to the licensed loan originator by warm transfer or logged callback. The script draws that line clearly, and the team lead checks recordings against it monthly.

How does the receptionist know who owns a file?

Read access to your pipeline in Encompass, Arive, Calyx Point or your CRM, under a user account you control. When a borrower or agent calls, the receptionist searches by name or property address, sees the loan officer and processor assigned, and transfers accordingly. For new callers with no file, the receptionist follows your lead-routing rule, whether that is round robin, by branch or to the loan officer of the day.

Will agents notice the receptionist is remote?

They hear your brokerage name, a greeting you approved and a person who knows your loan officers by name and can pull up a file. We match accent and pace to your caller base during the 72-hour match, and the receptionist works from a softphone on your existing number through RingCentral, Dialpad or your provider. The published number, the greeting and the hold music do not change.

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