Does anyone have a helpful tool or advice on how to come up with a "script" for our customer representative in order for them to not cross into loan originator territory? Thanks!

I would be interested in scripting as well. Here is one option, presuming that the loan originator and the customer rep work for the same entity.


I regret I’m not currently registered to discuss mortgages and HELOC at this time.

If you like, I can ask a mortgage loan originator to contact you. Or if you prefer, you can reach them directly by calling #### Mon.–Fri., 8 a.m.–9 p.m. ET; Sat., 8 a.m.–4 p.m. ET. Which would you prefer?

[note to not have non registered loan originator ask probing questions and refer to a loan originator that is registered in a certain category of products… i.e. FHA loans or VA loans]

That does sound like a good starting point! Right now our institution doesn't have anything in writing for our loan officer's assistants when it comes to this.