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Refinance Questionnaire

If you are an assistant, DO NOT talk about rates. If asked, simply say, "Let me gather some basic information about your refinance, and I'll have my manager send over a quote with the latest rates."

LENDINGTREE Script
"Hi, my name is _________ with Triumph Lending, and I'm calling about the interest rates you requested from LendingTree.com. I just need to confirm a few details, and we can EMAIL you a quote. Is that OK with you?"

OTHER LEAD SOURCE Script
"Hi, my name is _________ with Triumph Lending, and I'm calling about the interest rates you requested online. I just need to confirm a few details, and we can EMAIL you a quote. Is that OK with you?"
  • Combine any second loans to this amount.
  • Also list the loan term, and if fixed or adjustable.
  • Eg. July 2012
    If they've cashed out before, we need to know to make sure the quote is accurate.
  • Eg. July 2012
    Only if they haven't modified the exterior of the home with something permanent, like a pool.
    Don't talk about rates. If they ask, say that the rate will be sent when you send the quote request to "my manager".
    If they want to manage taxes and insurance with their payments or pay it themselves at the end of the year.
  • Indicate per year or month (eg. 1200 per year)
  • Indicate per year or month (eg. 1200/year)
  • Type "I don't know" if they can't figure it out.

  • Ask them to verify their Name, Phone and Email

    Go into Leads360 and make sure their name, phone, and emails are right. Replace name with nickname if nickname is preferred.
  • So we can reference later.

  • BEFORE HANGING UP: Attempt to HOT transfer

    SCRIPT: "Thanks for helping me get this all together. I'm going to see if [YOUR LOAN OFFICER] is available. Hold one moment." Attempt a hot transfer, if the LO is not available, let the borrower know that we will contact them as soon as the estimate is ready.
  • If added, you'll be BCC'd on the questionnaire when it's sent to the loan officer.
  • Include any notes you want to pass along to your loan officer.
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