Hi, Mr/Ms__________ how are you doing this evening? Great!

My name is ______ from Network Refinance. I’m just calling in reference to the mortgage that you have on your home. We have our Specialist Loan Officers waiting to talk to you RIGHT NOW, to help you lower down the monthly expenses on your mortgage. The best part is that in a few moments you’ll get to know the lowest rate that you can qualify for RIGHT NOW!!

Before I put your call to them, just need to ask you a few questions on your mortgage:

What is your interest rate on your first mortgage?
Is that Fixed or Variable?
And what’s the Current Balance? (Get 1st Mortgage Balance)

• Do you have a 2nd Mortgage on your home Mr. /Mrs. ______?
• OK what are the rates on that? (Get rates)
• How much do you still owe on that? (Get 2nd Mortgage Balance)

Mr/Ms_____ Do you have any need for additional cash? Maybe you would like to do some home improvements. If customer says yes- How much is the amount that you’re looking?
Do you have some credit card debt or other loans that you wish to pay-off? Are there any of these that need to be taken care of?
So how much in total do you think you would need?

Sounds great Mr/Ms____.
I just need to quickly verify two things before I put you on to the Loan Officer.
Is your house listed in the market for Sale?
Are you in the process of refinancing with another lender?

If the answer to all these questions is NO then please proceed to transfer to a Loan officer, other wise do a courtesy close and end the call.

Mr/Ms_____, thank you for answering these questions. Now please hold while I transfer you to a loan officer, you may hear a click and a pause, but don’t hang up… one of our Loan Officers will be on the line to speak to you.

1. Put the customer on hold/mute
2. Call the Client’s Routing Number
3. A Loan Officer will pick the phone and identify herself / himself.

This is what the Rep will say to the Loan Officer

Hi this is _____ from Network Refinance
I have a customer Mr/Ms__________ on the line here,
His/her phone is:____________ (Please be very slow while saying the number)
The tracking No. is ____________ (give the 8 digit Tracking No.)

After giving these details please ask the LO- "Have you been able to pull up the customer’s details?"

If the LO is able to pull the details then tell the LO
Ok - Mr. Mrs. ______ is primarily interested in seeing how you can help him / her to __________ (state the purpose and amount of cashout / home improvements or the amount in case of consolidate debts / change adjustable to fixed rate etc.)
So now I’m conferencing the customer in now.

If the LO could not pull up the Lead information on his webpage, then the rep will need to give out the mortgage details of the customer to the LO

He/she is paying ___ % on the First Mtg & ___ % on the Second
His/her mortgage Balance is ______ on the First and _______ on the Second.
…. Is that correct Mr./Mrs _________ (Customer Name).
Wait for the customer to answer in the confirmatory tone, then go ahead and give out the rest of the information to the LO.

Mr. / Mrs. ______ home value is _________
In case the customer had filed for Bk previously and has been discharged now, please give out this information to the LO.

Mr. Mrs. ______ is primarily interested in seeing how you can help him to __________ (state the purpose and amount of cashout / home improvements or the amount in case of consolidate debts / change adjustable to fixed rate etc.)

Ok! So now I’m conferencing the customer in now.

Important Notes:
When the Loan Officer picks up the phone he should identify himself so rep can make a note to which LO the call was transferred.

However if the Loan Officer forgot to identify himself, rep should remember to ask the LO’s name before transferring the customer.

If the customer hangs up, the call gets disconnected while on hold for the LO, rep will attempt to re-connect customer again to the LO.