Mortgage Broker Scripts

Here you will find example scripts for mortgage brokers to help you get the conversation going, gather the relevant details you need, and close that deal.

Introducing yourself

We recommend starting things off with the following:

“Hello is it convenient to speak with (Mr/Mrs ****) it's (your name) calling from (company name), in relation to your enquiry on getmeamortgage.co.uk/remortgage-deals.uk (change as applicable). How are you, okay? Good. It’s just a quick call with regards to your (mortgage/equity release etc) enquiry.

“I believe you were looking on the internet (to get yourself a better mortgage deal/for advice on your pension/to arrange a will/advice with equity release etc…). All I need to do is just check a few bits of information with you just to make sure you do qualify for a free initial consultation.

“Just to make you aware that this call may be monitored or recorded for training purposes and (your company) are regulated by the FCA for advising on and arranging mortgages and insurances (provided you are regulated by the FCA).

“Here at (company name) we have access to the whole of the market along with broker exclusives, so I am confident I can provide you with not only the service you require but the best deal out there in the market depending on your circumstances. Unlike high street banks I am contactable 7 days a week.”

Next steps

After you have acquainted yourself with the client, confirm the following with them:

• That the mortgage/funds they require are all correct

• Whether they have spoken to any other parties prior to making the enquiry

• What they were quoted elsewhere (if applicable)

Then you should run through figures and what you can potentially do for them.

Closing

“The good news is that it’s evidently clear this is going to be well worth your while to have a free initial consultation with one of our local consultants.

“All we need to do now is to arrange a convenient time where we can sit down with you both for about an hour so we can go through some options with you. What would suit you best, would you prefer a daytime or evening appointment? Right, the appointment is booked for (give date and time), the consultant that will come and have a chat with you will be (namedrop here). My name is (your name) and I will send you a text message confirmation of the appointment now to (mobile number). That way, if you have any questions you can call me back.

“We will also give you a quick call a day before the appointment just to make sure everything is still OK and if you need me in the meantime you’ve got my name and number so feel free to give me a ring at any time.

“Now can I just have a quick word with your partner, because it’s in joint names and I have some of their financial details and for data protection reasons and company policy reasons I just need to confirm some of their details and obviously if they have any questions or queries for me then I’m there to answer them for him/her as well.”

If A PARTNER IS UNAVAILABLE

If a partner is unobtainable then try to get an alternate number explaining that the call will literally take 30 seconds and then you can secure their appointment. If they provide you with a contact number, ask that you get them to give them a call before you call them.

This will ensure that they are prepared to take a call and know who's calling. If you do not do this you run the risk of having to explain the call and this is an unnecessary headache so ensure that you do this.

Post-completion

After completion, you will need to check in with the client to ensure nothing that is in your control was overlooked during the mortgage process, but there are also golden opportunities to cross-sell and encourage the customer to leave a testimoninal at this point.

When checking back in with the client, we suggest using the following script to let them know your services are still available, and that this will still be the case when they come to remortgage down the line...

“Hi [client's name],

“It's [your name] here from [your firm's name if applicable]. I am calling now that your mortgage has completed just to make our final checks and make sure nothing has been overlooked.“

• Residential purchase question: “How are you settling into your new home?“
• BTL Purchase question: “How is the investment property going? Have you got a tenant lined up?“

“Here's what will happens next: you will receive a letter from your mortgage lender confirming details about your payments and mortgage terms. Just a reminder that we will contact you five months prior to your mortgage deal ending to help with the next one, but if anything happens in the meantime and you need any mortgage or protection advice, feel free to call me.“

Encouraging the client to leave a testimonial

Assuming you/your firm sends a review prompt to clients upon completion, add the following during your post-application conversation: 

“Did you get our review email? It would be great if you could share your experience and help others by leaving a review on Google/ReviewCentre/Facebook.“

You could also encourage them to refer friends and family to you/your firm at this point, and mention any incentives your firm offers for this (if any).

Maximising cross-selling opportunities

Now is the perfect time to upsell home, protection and other types of insurance you can advise on, as well as discuss any other services you can provide, such as referrals for will writing.

If home insurance was not discussed with the client during their application, you could add:

“I can see you didn't speak to us about home insurance. Can I ask who you are with and we'll run the figures and see if we can beat that quote for you. For us, it’s all about making sure our clients get the best value for money in every area we can help with.“

If your client is reluctant to take out protection cover with their mortgage, try adding:

“It's our duty to give you the best advice at all times and I can see you didn’t take our recommendation for covering your mortgage debt. Was this down to budget? Would you mind if I take another look for you?

“Firstly though, what is important to you? Family, job, leisure activities?

“What kind of legacy would you leave if you left your family with a mountain of bills and big mortgage debt with no money to pay them?“

This also presents an opportunity to discuss will writing, trusts, inhertiance tax advice or investment advice (if applicable to you and what you can advise on).