Handling Mortgage Inquiries and Making Referrals


Description: Handling Mortgage Inquiries and Making Referrals covers the key phases in the mortgage origination process. This course describes the primary regulatory compliance Acts that affect mortgage inquiry, counseling, and application phases—ensuring no illegal discrimination is tolerated throughout all phases of origination and servicing. It reviews the features and benefits of the most popular mortgage programs—conventional fixed rate, adjustable rate, FHA, and VA programs. This course also reviews important elements of different purchase and refinance transactions to assist you to explain the programs and transactions to your customers, which will enable them to prepare for the next phase (consultation and prequalification) with the MLO. This course explores the techniques and sample responses to assist you in making an effective mortgage referral to the MLO to make the transition seamless and professional.

Created: January, 2015

Audience: All bank employees who are authorized to discuss mortgage loans with customers and who do not have special mortgage licensing credentials (retail branch, loan servicing, or call center employees and employees who are involved in mortgage origination, such as originators, processors, underwriters, closers, etc.).

Learning Objectives: After completing this course, students will be able to:

  • Explain the phases in the mortgage origination process
  • Identify the important compliance issues that affect mortgage inquiries and referrals
  • Describe the features and benefits of conventional fixed rate, adjustable rate, FHA, and VA programs
  • Prepare and refer mortgage loan application customers​