Mortgage — Refinance Lead Qualification
Inbound refinance inquiry. Captures current loan details, equity position, and goals before LO callback.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
Confirm the property state — we need a licensed LO in that state.
urgent“What state is the property in?”
Field: State of property (licensing)
Ask what they're trying to accomplish — different goals drive different products.
important“What's the main goal — lowering your monthly payment, pulling cash out, paying it off faster, or something else?”
Field: Goal (lower rate / cash out / shorter term / consolidate)
Get the current rate — we need to know if a refi actually saves them money.
important“Do you know your current interest rate?”
Field: Current interest rate
Ask about second liens — subordination adds complexity.
important“Do you have a second mortgage or a HELOC on the property?”
Field: Second mortgage or HELOC in place
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Quote a specific rate without locking.
Guarantee loan approval before underwriting.
Pull credit without explicit verbal consent on a recorded line.
Promise specific monthly savings before full analysis.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- Schedule loan officer callback
- Set application link expectation
Then creates a service request with:
- Caller name
- Callback number
- Property address
- Current lender
- Current interest rate
- Current loan balance
- Estimated home value
- Current loan type (conventional / FHA / VA / ARM)
- Goal (lower rate / cash out / shorter term / consolidate)
- Cash-out amount needed (if applicable)
- Estimated credit score range
- State of property (licensing)
- Second mortgage or HELOC in place
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