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.

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The situation

What holds you back today

01

Leads sold to several brokers at once

02

Endless chasing before the documents arrive

03

A record expected of every client conversation

The answer

What Skipcall changes

The lead called within the minute

The parallel dialer →

Chasing sequences that run until the case is complete

The parallel dialer →

Every conversation recorded and transcribed

Recording and transcription →

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.

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FAQ

Frequently asked questions, Mortgage & Finance Brokers

Not in practice. 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. Separately, a live marketing call to an individual cannot go to a number on the Telephone Preference Service or to someone who has objected, and the consent behind a bought lead has to be verifiable, with its source and its date kept. Calling a consumer who has filled in a form and asked to be called back is a completely different situation, and it is the one this page is written around. Business owners and commercial finance sit under UK GDPR and the Corporate Telephone Preference Service instead.
The trigger has to come from the CRM or from the form, not from somebody checking an inbox. The call goes out as the lead lands, and if nobody answers, a sequence follows with a text and another call at a different time of day. The parallel dialer earns its keep on the end of day catch up, when twenty unanswered leads are waiting for a second attempt. Voicemail detection stops the broker's time draining into answerphones.
A brokerage needs three things: to get through quickly, to keep a record of what was said, and to find that record at case level. Skipcall records, transcribes and summarises every call, then attaches the conversation to the contact in its pre-CRM or in yours. Four integrations are native, HubSpot, Pipedrive, Salesforce and Attio; the other twenty nine tools connect through the API and are not native integrations.
There is no general rule requiring a mortgage broker to record its calls. What the firm does have to do is evidence the information it gathered and the advice it gave, and a recording is one way of doing that, alongside the written suitability note. If you do record, say so at the start of the call, state the purpose and set a retention period. A transcript and a summary are what make that material genuinely usable when a file gets reviewed.
Skipcall's published pricing runs from $25 to $240 per licence per month depending on the tier, with an Enterprise plan quoted individually from six licences upwards. Phone number enrichment is billed separately, in credits, on what you use. Budget for the time it takes to set up the CRM integration as well, because that is where most of the time saving actually comes from.

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