The best phone system for mortgage and commercial finance brokers
The first broker to get through takes the case: Skipcall puts you at the front of the queue.
Hundreds of companies use 
to make every call pay off
The situation
What holds you back today
Leads sold to several brokers at once
Endless chasing before the documents arrive
A record expected of every client conversation
The answer
What Skipcall changes
Specific to your industry
What the rules put on a broker's calls
A broker speaks to consumers and to business owners, often on the same day. The rules are not the same depending on who picks up, and on the consumer side the FCA is explicit about the telephone.
The unsolicited call to a consumer is restricted
The FCA's mortgage rules prohibit an unsolicited real time promotion of a mortgage unless the customer already has a relationship with the firm in which they expect that kind of call. On top of that, a live marketing call to an individual cannot go to a number registered with the Telephone Preference Service or to someone who has objected. A bought list is not consent in itself: you have to be able to show where, when and for what the person agreed to be called, and the broker who dials the number answers for it, including when the lead came from an introducer.
Commercial finance follows different rules
Asset finance, invoice finance, commercial mortgages: prospecting a business stays lawful, with a documented lawful basis under UK GDPR, information given about the source of the details, screening against the Corporate Telephone Preference Service and objections acted on. Separating the two lists at the point of import is what stops a consumer file ending up in a campaign written for business owners.
Authorisation and the firm reference number get said out loud
A broker is authorised by the FCA and appears on the Financial Services Register, directly or as an appointed representative. Giving the firm's name and its reference number early lifts the first layer of suspicion, and the customer can check it while you are still on the line.
The fee is disclosed before anyone is committed
The customer has to be told whether a fee is payable, how much it is and when it becomes due, in writing and in good time before they are bound to anything. The Consumer Duty adds that the customer must actually understand it, not merely have been told. This is a sentence worth being able to say on the phone, because it separates you immediately from the outfits that ask for money up front.
Recording is announced before you speak
Recording calls helps evidence the information gathered and the advice given. It means telling the other party at the start of the conversation, having defined the purpose and the retention period, and being able to answer a request for access. A recording is a means of evidence, not a justification in itself.
The thread running through all of it is the same: being able to show, case by case, where the contact came from and what they were told.
The script
The script for calling back a consumer who asked to be called
This script is for the inbound lead: the person has filled in a finance enquiry and agreed to be called. It does not transfer to a cold call to a consumer, which the FCA's mortgage rules effectively rule out, nor to calling a business owner about asset finance, which opens onto entirely different questions. The call goes out within minutes of the enquiry.
The opener, within the minute
“Hello [full name], this is [your name] at [firm], mortgage broker, authorised by the FCA under firm reference [xxx]. You sent a finance enquiry through [site] a few minutes ago. I should say that the call is recorded, so there is a record of the advice I give you. Have you got five minutes?”
Quoting the time of the enquiry removes any doubt about where the call has come from, and giving the reference number up front separates you from the people who do not have one.
If they have applied elsewhere too
“Very common, most people make two or three enquiries. What matters is that the same case does not go to the same lender twice, and that you do not end up with a run of hard credit searches in a fortnight. Tell me which lenders have already been approached, by you or by your bank, and I will work on the ones that are left.”
Duplicate submissions and repeated hard searches are a real mechanic of the job. The question makes you useful straight away, where a competitor simply promises something better.
If they ask for the rate immediately
“I can quote you a rate, but until I know your deposit, your income and what credit you already have, it is a number in the air. Give me ten minutes of questions and I will come back to you with what lenders will actually do on your case.”
If they have had an offer accepted
“When was the offer accepted, and is there a chain behind it? The agent will be pushing for a decision in principle, so the timetable is not mine, it is yours. To hold the date I need your documents this week, otherwise it becomes a conversation with the seller.”
The timetable on a purchase replaces every closing technique: the urgency belongs to the client, not to the broker.
If they are worried about fees up front
“I will tell you before you have to ask: [we charge no fee / our fee is X and it is payable at Y]. Either way you get it in writing, with the amount and the point at which it falls due, before you are committed to anything. If anyone asks you for money up front and will not put it in writing, stop there.”
Fee disclosure is not optional, and saying it before the question comes is what most clearly separates a regulated broker from the rest.
Chasing the missing documents
“I am not calling to nag, I am calling because two documents are missing and I cannot submit without them. Your last three payslips and three months of bank statements. Shall we do it now, or do I call you back this evening?”
At Skipcall, every call is recorded, transcribed and summarised, so the script gets corrected against what your reps actually say rather than what we imagine they say.
Avoid this
Three mistakes this industry makes on the phone
The mistake
Working the leads in batches, at the end of the half day, once the list has built up.
Do this instead
A finance lead is nearly always shared between several brokers, and the first one to speak takes the case. The call has to fire when the lead lands, not when somebody opens an inbox. If nobody answers, a sequence follows with a text and another call later in the day, and the grouped catch up at the end of the day is for the ones you missed, not for the new arrivals.
The mistake
Submitting a case without asking which lenders have already seen it.
Do this instead
The client has often been to their own bank, sometimes to another broker, and a second submission to the same lender comes back declined and closes that door for good. Ask on the first call, note the lenders already approached on the contact record, and build your plan around what is still open. A run of hard searches in a short window does its own damage on top.
The mistake
Calling a consumer from an introducer's list, assuming the consent came with it.
Do this instead
A live marketing call to an individual is unlawful if the number is on the Telephone Preference Service or the person has objected, and the FCA's mortgage rules restrict unsolicited real time promotions in any case. The broker who dials is the one who answers for it. Ask the introducer for the source, the date and the exact wording of the form, and check that it genuinely mentioned a phone call. Without that evidence, the number does not get dialled.
Frequently asked questions, Mortgage & Finance Brokers
Other industries that prospect by phone
See all 25 industries →Umbrella companies & contracting
Two markets to call at the same time, contractors and the agencies that supply them, from one tool.
Staffing & temp agencies
A shift to cover for tomorrow morning: call 40 temps in 10 minutes.
IT services & managed services
Placing a consultant and opening an account run on the same lever: the number of useful conversations.
See what it does on your own lists
A demo runs on your own contacts, not on a sample data set.
Personalized demonstration