Lead reactivation for mortgage lenders

The borrowers you already paid for are sitting in the CRM

Every mortgage shop has a database bigger than its pipeline. Applicants who got a Loan Estimate and went quiet, buyers whose pre-approval expired before they found a house, refi inquiries that stalled when rates ticked up, and past clients you closed two years ago. When rates move, part of that list becomes worth calling that same week. The trouble is that working it by hand pulls LOs off live files, so it happens in fits and starts, if it happens at all.

Timing decides reactivation. A rate drop is public news, and every lender with a marketing list is dialing the same households. The borrower who worked with you before has a reason to prefer you, but only if you reach them while the window is open. A nurture email gets skimmed and archived. A call from the lender that already has their documents is a different conversation, and it is the one most teams never have the headcount to make across the whole book.

How Harmony.ai works a reactivation list after a rate move

You pick the segment and the reason for the call: expired pre-approvals in a date range, applications withdrawn in the last year, past borrowers above a note rate you choose. The agent dials through the list inside your calling windows, reminds each borrower who you are and when they last worked with you, and asks whether they still plan to buy or would like to review their loan. It sticks to the message you approved and does not quote a new rate or payment, because pricing belongs to a licensed loan officer.

Interested borrowers get a warm transfer to their original loan officer if that LO is available, or a callback slot the agent confirms before hanging up. Borrowers who are not ready get a follow-up date on the cadence you set across days or weeks. Anyone who says they no longer want calls hears that the request will be honored and is flagged on the spot. Every conversation is recorded, transcribed and summarized, so the LO knows what changed before calling back.

Interest and callback details written back to the borrower file

Results flow into your CRM, Velocify or loan origination system through an API integration we build for your shop. Each call writes back the campaign and segment, whether the borrower was reached, their current interest (buying, refinancing, not now or not interested), an updated timeline, the callback slot and assigned loan officer, any opt-out or consent revocation with its timestamp, the summary and the transcript, so LOs see the result inside the file they already know.

Consent and relationship rules for calling past borrowers

Past clients and past inquiries are not treated the same under Do Not Call rules. An established business relationship lasts 18 months after a purchase or transaction, but only three months after an inquiry or application, and it does not replace the prior express written consent that artificial-voice telemarketing requires. An AI voice gets no exemption here, since the FCC treated AI-generated voices as artificial voices in its February 2024 declaratory ruling. Your compliance team decides which segments have the consent to be called by the agent, and the agent dials only those.

Borrowers can revoke consent by any reasonable means, including saying so on the call, and revocation must be honored within a reasonable time not to exceed ten business days. The agent captures that request in the borrower's own words and writes it back as a suppression, and every call is recorded and logged for audit. This is not legal advice.

More on lead reactivation for mortgage lending

Go deeper with AI dialer campaigns across every industry, voice AI for banking and lending and the guide Best AI voice agents for mortgage lenders. Weighing platforms? Read the comparison with Nooks. Also for this industry: AI lead qualification for mortgage lenders, speed to lead for mortgage lenders, AI collections calls for mortgage servicers.