mortgage

Rate locks expire. Closings slip. Your borrowers are calling.

AI agents and multilingual specialists that handle application status checks, document requests, and closing coordination in 65+ languages — keeping every loan on track.

Get a Quote See pricing

Couple meeting with advisor for adoption process in a modern office setting.

how it plays out

Real contacts, minute by minute.

Phone Spanish

“What’s the status of my loan application?”

Number one mortgage call driver

Borrower calls in Spanish asking for an update on their application
AI pulls loan status from the LOS and the current milestone
Reads back the outstanding conditions listed on the file
Sends SMS summary with checklist of remaining items

Handled without escalation borrower updated

Web Chat English

“My rate lock expires Friday — can we extend?”

Rate-lock decisions and costs come from the loan officer.

AI confirms the lock expiration date on file
Does not quote an extension cost or promise an extension
Routes to the loan officer with the borrower’s request and deadline
Tells the borrower when the loan officer will respond

Escalated with full context loan officer decides

Email Vietnamese

“I uploaded my pay stubs but nothing happened”

Document upload confirmation gap

Borrower emails in Vietnamese frustrated about missing upload acknowledgment
AI checks document portal and confirms receipt of uploaded files
Reads the checklist and identifies one item still listed: bank statement page 2
Sends confirmation receipt and specific request for missing page

Resolved automatically upload confirmed

WhatsApp Mandarin

“When is my closing date?”

Closing coordination anxiety

Borrower messages in Mandarin asking about their closing timeline
AI retrieves closing date and outstanding pre-closing conditions
Sends closing checklist with what borrower still needs to bring
Confirms title company contact information and appointment details

Instant resolution closing confirmed

the team behind it

Faces, not a queue.

real members of the global team

Borrower Support for Mortgage Teams

Status, document and closing-checklist updates from your LOS
Rate, fee and approval questions routed to your loan officers
Borrower communications that follow your scripts and privacy procedures

65+ Languages

Human agents providing support in 65+ languages
Real-time AI translation for rare language pairs
Cultural context training for every market we serve

Follow-the-Sun Coverage

Operation centres in Canada, Bolivia, Nicaragua, the Philippines and China
Smooth handoff between time zones with shared context
Holiday and weekend coverage without overtime costs

the part nobody prices in

Keep the loan milestone and missing document together

A borrower asking why an application has stalled needs the recorded milestone and the outstanding item identified clearly. Agree which loan-status source agents may read and who confirms a change. For an uploaded document, distinguish receipt from the loan officer’s review. A support update should name the missing page or item on the approved checklist and the next person handling it.

Use HeroDash custom fields for the permitted application reference, enquiry category and responsible loan officer. Cascading choices can separate status updates, document-receipt questions and rate-lock requests. A configured trigger can add a follow-up tag and email the assigned agent when a case enters a waiting-for-reply status. The timeline preserves the notification record; it does not indicate that a loan condition has been cleared.

A rate-lock or closing-date enquiry should carry the date recorded on the file and the borrower’s requested change to the loan officer. That officer confirms terms, fees and approvals. Servicing complaints follow the lender or servicer’s designated process, including any required written channel. Before launch, test these handoffs with sample enquiries and define which status agents may communicate.

what comes off the call

The borrower-enquiry record

Agree the required information and access permissions during setup.

Permitted application or loan reference
Current recorded milestone and status source
Outstanding document or page from the approved checklist

Requested change and relevant lock or closing date
Loan officer or servicing team responsible for confirmation
Confirmed response and borrower’s next contact

questions

What buyers ask before they sign.

How much does it cost?

AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$650 per month including 1,500 minutes — about US$0.43 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.

How fast can you start answering our phones?

Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.

Do you answer in Spanish?

Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.

Can I mix AI and live agents on one number?

That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.

Does document receipt mean a mortgage condition is cleared?

Receipt and approval are separate events. Support can communicate the receipt status available in the approved system and the items still shown on the checklist. The loan officer or authorized reviewer decides whether a condition has been satisfied.

How are rate-lock and closing-date questions handled?

Capture the loan reference, recorded date and requested change, then route the enquiry to the designated loan officer. Fees, revised terms and approval come from that officer. Support communicates the confirmed response and remaining steps.

compliance

Workflow Controls

Disclosure-related questions routed to your loan officers
Referral-related communications follow your approved scripts
Documentation follows your fair-lending procedures
Borrower interactions recorded in your systems with a timestamp

also worth reading

start

Walk through a borrower-status enquiry

Bring a sample milestone record, document checklist and loan-officer handoff to define the support workflow.

Get a Quote