Mortgage Coach Scripts and email templates

This document has been compiled using different resources, not limited to the following: Josh Mettle, Wally Elibiary, Todd Duncan, Tim
Braheem, Jeremy Forcier, Danny Horanyi, etc.

Borrower Scripts

Borrower Introduction Script:
• “One of the things that differentiates me from most lenders is that I use a Total Cost
Analysis to show you how to potentially save tens of thousands of dollars during the life
of your loan.”
• “Has your lender provided you a Total Cost Analysis to show you how you can save
potentially tens of thousands of dollars in unnecessary expense over the life of your
loan?”
• "Do I understand that you're looking to get pre-approved for a home loan? Here is exactly
what's going to happen to ensure that you have the greatest level of success throughout
the process. Number one, I'm going to email you a customer questionnaire link
(application, 82% of people will fill it out when you call it a questionnaire). This is
literally just a link where you're going to fill out your basic information. It is really really
really easy to fill out. It should only take you about 15 minutes. Once that is filled out,
that is going to be given to us directly into our processing system. One of my team
members is going to be assigned your file and call you just to clean it up and to make
sure we have accurate information. What's going to happen after that is you're going to
get a video presentation from me explaining all the different loan options, specific to you.
When you get this, you can click on the link, whether it's from a mobile device or
whether you're in front of your computer, and I'm going to layout several options that are
specific to you that you can choose from and I'm going to explain that in a video that will
be embedded as well. All you have to do from there is email me back which option you
want to move forward with or if you have any questions and we can go from there. Do
you have any other questions at this time?"
• "Please share with me what your goals are so that we can see if our team is going to be a
good fit for you." Let client share with you. "It really does sound like our team is going
to be a good solution for you. Our goal is to make sure that you have all the information
you need to make a good decision around your options. After you spend about 15 minutes
with one of my team members, they'll need about 15, 20 minutes of your time to gather
up information that we'll need to analyze in order to come back to you with those options.
With that, we'll have a side by side comparison of the main options we recommend that
you take a look at and we'll review those together."
• "Jeremy, I'm not a fan of throwing a bunch of rates, payments, closing costs, tax
deductibility, principle prepayment strategies, and things of that nature at you over the
phone. In fact, I find it to be really unprofessional when other people that do what I do for
a living do just that because I realize that this is the most important financial indebtedness
decision that you're ever going to have to make in your life. It's critically important that
you're well versed and extremely well educated. What I want to do is take the time to put
together a very comprehensive spreadsheet that is specific to your needs and to the
conversation that we just had. I'm going to send it to you in the form of a video and I'm
going to narrate it for you. When you're done watching it, I want you to give me a call so
we can go over it to make sure that if there's any confusion or questions that you have,
that I can clear them up for you. This is an important financial choice and it's critically


important that you're well versed and understanding of what choices you have in front of
you."
• “Mr./Mrs. ____, I would like to share with you my perspective on the mortgage industry.
Purchasing a new home is one of the biggest financial decisions we can make in life,
would you agree? Yet, most consumers and most loan officers treat a mortgage like a
commodity…the only consideration they make are rate & fees. While rate & fees are
certainly important, they are just a component of the loan and what you should consider
when choosing a mortgage. I invite you to look at me not as a loan officer, but a
mortgage planner, and rather than provide you with just a quote, I take a consultative
approach, and after learning what your personal and financial goals are, I will provide
you several potential solutions and strategies that will help you achieve your short and
long-term financial goals.”
• “My commitment to you make informed choices about your financing options when
buying a home. There are many different ways to finance a home, but to find the best
option, you we must take into consideration your long and short term financial and
investment goals as well as your payment principal equity, tax, and cash flow objectives.
I’m going to ask you a few questions to help me get a better understanding of your goals
with your home purchase, then help to determine your current purchasing power and
recommend several different strategies that will enable you to achieve those goals.”
Asking for the referral:
• End of Initial meeting: “I’ll be sending you a list of items so that we can send your file
through our underwriting system to verify all of your credit, income, and asset
documents. This will just contain a few simple items such as paystubs, etc.…. Also the
list will include a Key Advisor page. Do you currently work with a financial advisor?
CPA? Great well one of the benefits that we do for all of *Buyer agents* buyers is
actually be proactive and reach out to your Financial Advisor to make sure that we are in
line with your short and long term financial strategy and even your CPA so that we can
do some legwork for you and send them a copy of your final Closing disclosure to ensure
you are maximizing all of your tax advantages. Is that something that you feel you would
benefit from?
Oh and one last thing, most lenders would stop right here, if even taking the time to call
you and unfortunately would just tell you to call when you find a home. I see my job as to
walking you through the entire home buying process and educate you along the way and
I’ll even call/text/email the listing agent to make sure that once you find the home you
love, I’m in the trenches with you to make sure we do everything possible to secure that
home. I do this because I truly care about you and your family. In order for me to
continue to devote the extra time in serving you at a higher level, *buyer agent* and I
operate solely off of referrals. So throughout the process, I’ll be asking you two simple
questions- 1. Is there anything else that I can do to help serve you at a higher level? And
2. Do you have any friends or family members that are looking to purchase or refinance a
home? Does that sound like a plan? Great so let’s try it out- 1. Do you…? 2…?”


Borrowers who are rate shopping:
• "Tim, that's great that you're talking to other people. I think it's really important that you
work with the right person, but I want to share something with you. I'm not going to offer
you anything different than anyone else is. The reality is that all of our interest rates, fees,
etc. that aren't niche products, they're the basic products you're looking for are really
going to be within an eighth of a percent of the interest rate on any given day and $200 in
fees. If anyone else tells you different, Tim, if someone tells you that they can absolutely
get you the best rate, better than anyone, no matter what, you should run away from that
person because that's not how our industry works. What I'm going to do is give you a
comprehensive spreadsheet with a video that's going to explain all of your options and
what they are today. I want to tell you something else too because I believe in being
transparent is that when you get this, if my rates and fees are better than whoever else you
were talking to, that doesn't mean that I'm better than them. That means that maybe I got
a better day. These rates and fees change on a daily basis for all of us. If I'm higher than
the other person, on a different day, broker or person you were working with, will likely
be likelihood be higher as well. I believe in 100% transparency and just be on the lookout
for if someone tells you they can do this and it's better than anyone else no matter what
and they're going to beat it, run away from that person. If I am a little bit higher and/or
lower, just know that you need to work with who you feel most comfortable”
Borrower Opening TCA email:
• “Please click here, link, and see attached for some mortgage options available to you.
Please let me know if you have any questions and we look forward to serving you."
• “Dave, thank you so much for taking the time to provide us all the information so we can
do a really thorough analysis of your options. This Link details out the three solutions
that we feel are going to be the best for your family. There's a lot of information here and
as we discussed in our first conversation, the decision to finance a home and purchase a
home, it touches so many parts of your financial life that it's really important that we talk
about this together so let’s work together to determine which of these is going to be the
best option for you. Please give me a call at your convenience. You can reach me on my
cell phone during regular business hours. I look forward to speaking with you soon."
• “First of all, I want to say thank you for the opportunity to work with you. You could
have chosen hundreds of lenders out there and we really, really thank you for giving us
this opportunity.
Second thing I want to say is- I’m not sure where you met *AGENT* but they are
one of the best negotiators out there and they sincerely care about their clients, so kudos
for the opportunity to work with them.
I want you to kind of focus on the upper left hand corner. We’ve put together a
few options for you “XYZ” price points *ex: both with monthly mortgage insurance
and without monthly mortgage insurance* So if you click on that “more info” button,
that will take you behind the scenes and show you the payments, interest rates, and
closing costs plus an amortization schedule.
If you look at that yellow bar, that’s your tax benefits. That means on your
personal tax returns you’ll be able to write off via your IRS interest expense and tax
bracket. The other three boxes are going to show you your short term savings over the


next 5 years, your monthly savings starting on the first payment, and even your net worth
calculator via your principal and interest structure through your amortization schedule.
I know this can all look confusing, but just remember: you have my personal cell.
So even if you find yourself not being able to sleep at 8:30pm on a Saturday night after
*AGENT* shows you your perfect home, I’m here to help you any way I can. Thank you
so much for allowing us to help you and please let me know if you know anyone that is
looking to purchase or refinance a home and we would love to help them as well!”
• Dear Jessica,
Thank you for the opportunity to earn your business. It was a pleasure speaking
with you and I look forward to helping your family get the best program possible for your
particular situation.
Please click on the following link to be taken to an online presentation that will
go over the loan options we spoke about earlier. Also please note that you can click on
any of the “More Info” tabs located on the report for a more detailed breakdown of
payments and programs, as well as closing costs associated with each program.
Click here to view your Total Cost Analysis:
I will be calling you later as a follow up to address any questions you may have,
as well as walk you through the report online to make sure that you fully understand the
numbers and what they represent. My goal is to exceed your expectations in every way
and provide you with the best mortgage experience possible!
I have also included a list of documentation necessary to get the loan process
started, so please feel free to start gathering these as soon as possible.
Thank you for your time and I will look forward to speaking to you soon,
Borrower Setting Client for Life Mentality:
• “Mr./Mrs. ____, I would like to share with you my perspective on the mortgage industry.
Purchasing a new home is one of the biggest financial decisions we can make in
life, would you agree? Yet, most consumers and most loan officers treat a mortgage like a
commodity...the only consideration they make are rate & fees. While rate & fees are
certainly important, they are just a component of the loan and what you should consider
when choosing a mortgage.
I invite you to look at me not as a loan officer, but a mortgage planner, and rather
than provide you with just a quote, I take a consultative approach, and after learning what
your personal and financial goals are, I will provide you several potential solutions and
strategies that will help you achieve your short and long-term financial goals. I will also
not just walk away after the transaction, but I will continue to advise you throughout the
life of the loan.”


Realtor Scripts

• "My number one goal is to make sure that your clients are never sold anything. The
reality is that we're not in sales. We're educators and we're facilitators. I'm always going
to include you on communications, especially something called a mortgage coach edge
spreadsheet. I need you to know what that is. It's actually a video presentation that is
always going to explain all the different options that are available to our clients so that
they can make an informed decision. I'd be more than happy to send you a copy of one
when we're done with this appointment so you can see what it looks and feels like. You'll
always be included on those when they're sent to the clients as well. If you note, when
you take a look at one, I always reference you in the video as well. If you have any
questions about that, let me know.”
• “Let me start by addressing your need for communication. I believe communication is the
lubrication to a well-run partnership, and smooth transaction. My team and I review
every file every day and if it has it one of the following milestones (add) you will be
notified that day by me or my team. Monday afternoon at 4:00pm a complete status
report is sent to you via email on all transactions in process. My commitment to you is to
provide honest and timely communication with no surprises. I know this is important to
you because of your desire for peace of mind.”
• “Let me address your need for working with a loan officer with experience. While I
might be new to the mortgage business, I’m not knew to taking great care of customers.
For the last 5-years I did that at a sporting goods store. My goal was to blow their mind in
their in-store experience. The reason I chose ABC Mortgage is they have successfully
closed over 20 Billion in homes loans. Their expertise in mortgage combined with my
expertise in customer care is a one-two punch guaranteeing closed loans and faster
commissions to you. I know this is important to you because you want to delight your
customers and earn referrals.”
• “Let me introduce you to the Consumer Referral Program. This program is a based on the
Circle of Cash Flow concept. (show) Essentially, every buyer we close, we strategically
build unique and customized approaches targeting their centers of influence. Depending
on the potential of a relationship, this could be as many as 12 cooperative contacts a year.
Each is designed to create deeper loyalty for you and me, but more importantly, gain
access to that person’s sphere of influence. From there, my goal is to bring you buyer and
seller leads. I know this is important to you because of your desire for financial security.”
• “[Lori], as you know from working with me, one of the key things that differentiate me
from most lenders is that I’m not just an “APP TAKER”. I work with our clients as a
trusted advisor using the Mortgage Coach Total Cost Analysis to show our mutual clients
how they can potentially save tens of thousands of dollars over the life of the loan. Also, I
provide total transparency, and most importantly I ensure smooth closings by
communicating with all vested parties in the transaction throughout the process with
Mortgage Coach notifications, video and email from our initial conversations through
close of escrow.”


Realtor emails:


Interview Questions to meet the Goals
Conversation
ü What are your financial objectives over the next 5-10 years and how does home
ownership factor into those objectives?
ü There is a big difference between getting pre-approved for the maximum purchase price
vs what you actually want to pay. On which would you like to focus?
ü What is the highest monthly payment with which you will be comfortable and are you
willing to consider any mortgage product that will get you there?
ü Is a 30 year fixed strategy the only option you will consider or are you open to other
cost-saving strategies?
ü Are you aware that the lowest rate with the wrong mortgage strategy can cost you more
than a slightly higher rate with the right mortgage strategy?
ü How long do you plan on living in the new home?
ü Realistically, how much do you expect your household income to increase or decrease
over the next 2 years? 5 years?
ü Do you plan on making any other large or major purchases in the next 12months or so?
ie.. A car, home improvements or a rental property?
ü In a perfect world, how long would you like to take to have this mortgage completely
paid off?
ü Have you talked to any other lenders yet? If so, which loan program have you liked the
best so far?
ü In order of most important to the least, how would you rank the following?
o Lowest interest rate, lowest overall cost, lowest up-front cost
ü When you decide to move from this house in ___ years, do you see yourself turning this
property into an investment property or do you think that you’d use the equity that you
build in this home towards the next home purchase?
ü What is the most important thing to you about working with a lender?
ü A few days after we close your loan, we will call you to ask how we did. What would
need to happen for you to be so thrilled with us that we couldn’t stop you from
recommending us to all of your family and friends?


MORTGAGE COACH VIDEO REVIEW CHECKLIST!!!!
CORE QUESTIONS
o Did I mention the names of the borrower?
o Did I endorse mention referral sources?
o Did I repeat the top goals of the borrower?
o Did I CHALLENGE and EDUCATE the client?
o Did I highlight the key benefits of the options?
o Did I explain the options in a way that aligned with their goals?
o Did I emphasize benefits over time to align savings to big goals and life
style like paying off your debt 10 years after and saving X over 10-20 years?
o Did I mention any other key members of the buying team and recommend
sharing the MC link with other family members, friends or trusted advisors
in the mortgage decision?
o Did I close with a simple call to action and excitement about working
together?
VIDEO ANALYSIS
o How was my energy?
o Is video less than 2 minutes and did I keep eye contact from start to finish?
o Does message align with the borrower and Realtors goals?
o How simple did I describe their loan options?
o How much do they perceive I really care about helping them make a
confident decision?
o How much did I really honor the referral partner?
o Did I tailor, teach and provide leadership to this client at the highest
possible level?
o Is the background simple and professional? (reduce distractions and
unprofessional stuff)

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