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Mortgage broker phone script template (copy and paste)

InfiVoice ยท 2026-11-14

A prospective borrower calls a mortgage broker while comparing options, and the first office that answers often gets the conversation. A written script makes sure every caller is greeted well and every inquiry is captured for the right person to follow up. Copy the one below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Decide a few things first. Which loan types and clients you serve, which areas you are licensed in, who takes new inquiries, how consultations are booked, and your callback window.

Keep one rule at the top. Never quote rates, approvals, terms or eligibility on the phone. Those come from the licensed broker after reviewing the borrower's real situation. The script only gathers information and books the conversation.

1. Greeting

> "Thank you for calling [Company Name], this is [Name]. How can I help you today?"

After hours, say so and stay useful.

> "Thank you for calling [Company Name]. We are closed right now and open again [Day] at [Time]. Tell me what you are looking for, and I will make sure [Name] gets back to you."

2. Understand the request

> "Are you looking to buy a home, refinance, or something else?"

> "Is this your first time working with a mortgage broker?"

> "Do you already have a property in mind, or are you just starting?"

Write down the caller's own words. A first-time buyer and a refinance need different follow-up.

3. Qualify the inquiry

> "What area is the property in?"

> "About when are you hoping to move forward?"

> "Are you already working with a real estate agent or another lender?"

Collect only what the broker needs for a first conversation. Do not ask for sensitive details such as full Social Security numbers, account numbers or passwords on the phone.

> "For privacy, we will go over the personal details with [Name] directly. I only need the basics right now."

If a request is outside what you offer, say so kindly.

> "That one is outside what we do. I would rather tell you now than waste your time."

4. Rate and approval questions

> "Rates and options depend on your situation, so [Name] will walk you through them. I can book a time for that conversation."

Never invent a rate, a fee, a timeline or a pre-approval outcome. If it is not decided by the broker, do not say it.

> "I do not want to guess on that. I will have [Name] cover it with you."

5. Book the consultation

> "I can set up a call with [Name] on [Day, Time] or [Day, Time]. Which works better?"

> "Can I have your full name, the best number to reach you and your email?"

> "Would you prefer a phone call or a video meeting?"

Repeat the name, the day and time, and the callback number.

6. Existing clients and changes

> "No problem. What name is the file under?"

> "I will pass your message to [Name] right away, and they will follow up today."

For urgent closing-day questions, route to the number your team designates.

7. Goodbye

> "Thank you, [Name]. I have you booked with [Broker Name] on [Day] at [Time]. If anything changes, call us at [number]. Talk soon."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while the team is on other calls, in meetings or after hours.

Start with the call flow. Paste the greeting, then add the questions in order: loan purpose, property area, timing, current agent or lender, name, phone and email. Set rate questions, approval questions and anything sensitive as a branch that sends a message to your team and promises a callback.

Then add a knowledge base with your services, areas, hours and consultation process. InfiVoice answers from that content instead of guessing. Connect your calendar so consultations land in the right slot.

Finally, test by calling it. Try a first-time buyer, a refinance, someone asking about rates and an existing client. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should a receptionist ask when someone calls a mortgage broker?

The loan purpose, property area, rough timing, whether they work with an agent or lender, and their name, phone and email. Then confirm the details out loud and book the consultation.

Should the script quote rates?

No. Rates and eligibility come from the licensed broker after reviewing the borrower's situation. The script gathers information and books the conversation.

Can an AI voice agent handle a mortgage inquiry?

It can ask the questions above, answer from your services and process, and book a consultation on your calendar. Decide in advance who handles rate and approval questions.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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