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This guide walks you through the steps required to complete a 2-question basic lender call using our current CRM (TLP). Follow these steps every time you need to contact a lender regarding a client file. Consistency keeps our pipeline clean and protects our clients.

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🔗 Quick Links

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🎯 Purpose of a Status Update Call:

You will call lenders to:
  • Check the person’s modification status
  • Confirm missing documents
  • Provide updates
  • Check for foreclosure sale dates
  • Push stalled files ahead
  • Confirm an approvals or denials for a modification/workout program
  • Escalate Files and File Complaints
On EVERY call, ask these 2 questions:

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1. IS THERE A FORECLOSURE SALE DATE? (This is the most important)

If YES: IMMEDIATELY notify management
Send Email to Sale Date Team

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2. What is the current status of the modification review?

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1. Accessing Client Info for Calls

Before you call a lender, you must pull up the client’s info file in the CRM.
THE EASIEST way to get an update with no roadblocks is to just to say you’re the borrower when you call in. These lenders usually do not have our authorization forms recorded, even though we have sent the form many times. Each borrower signs this form OK’ing our company to get all information regardign their loans, so it’s easier to go this route when crunched for time. If there is a woman on the loan, say you’re her (scroll down in the file to see if there is) during the call and move on.

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Step By Step - Getting to the Client’s Info & Having It Handy

  • Log into the [CRM], locate your login/password sent to you via passwords app
  • Go to PIPELINE > Pipeline Main (see the left column), click Pipeline Main.
  • Locate the tab called “SUBMITTED TO LENDER 1” - 4th tab from the left, at the top of page
  • You should now see a list of files. Find the column titled “Days in Primary File Status” and press the DOWN arrow to filter descending (so that the the OLDEST files display first. It will show oldest based on the number of days the file has been sitting in this status.
  • Click on the client’s name (blue) to open the file. It will open to the Client Info tab. Scroll to bottom to see what’s in here, so it makes sense. From here you can either copy the tab (copy the address) and paste to new tab, OR you can hit “back” to get back to the columns view. If you ever need to get back to the entire pipeline and start over, just look to the leftmost menu, and click PIPELINE > Pipeline Main again.
  • If you’ve clicked inside the client’s file, navigage to the “Mort. Info” tab (2nd Tab after Client Info.) Click to find the lender and loan number noted in the fields under “1st Lien Current Mortgage Scenario” section. You can also find this in the Main Pipeline view, by finding the column named “SERVICER” and “LOAN NUMBER”.
  • Locate that lender on the list link and search by name of lender
  • Have these items handy before you call: Main borrower’s FULL NAME incl. any middle initial, their property ADDRESS AND MAILING address (sometimes they are different, you’ll see that inside client file by clicking on their name), BORROWER’S PHONE NUMBER, BORROWER’S EMAIL and LAST 4 of whoever’s SSN you’re calling as.
  • You need the last 4 of the SSN. It will be at the bottom of the page (after you click to open the client’s file).
  • Write down the notes (see below format) and drop to Nicole via Mac imessage OR just email them indivitually to mailto:cs@nrcpc.org.

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2. Start Calling!

Prepare your call information (see number 8 above)
if they ask, just say: “I was transferred by my counselor so this is not the correct phone number.” They won’t ask again.
 If the lender field is blank or loan # is blank:
  • Skim the notes in the CRM (Client File > looks like a little BUBBLES button, 2 blue blob text looking)
  • Use the Lender Contact Guide
  • Use the full SSN if no loan # is present or left blank (open client file, scroll down)

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3. Making the Call - Standard Script

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📞 Grab your cell and dial!

  • When the recording comes on, punch in the loan number, then the last 4 of SSN.
  • Follow the prompts to get through to a live agent.

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Once you get an agent, they will “verify” you by asking you these questions:

 You: Hi, this is ____ and I am calling to check the status of my modification review.  
 Them: OK give me your loan number.
 You: It is 12345678."
 Them: Okay what's your full name? 
 You: [RECITE THE FULL NAME EXACTLY IN CRM, last name is first]
 Them: Thanks, can I have the last 4 of your SSN?
 You: Yes, 1234.
 Them: Verify the property address please?
 You: 123 Main St, Oklahoma OK 12345.
 Them: OK thanks. Is the mailing address the same as the property address?
 You: [NO OR YES, LOOK IN CLIENT INFO TAB TO SEE IF YES]
 Them: Ok thanks, and you live at the property and your intention is to keep it?
 You: [ALWAYS YES to this]
 Them: OK [LENDER NAME] may act as a debt collector... [just say ok]. Thanks how can I help?
Ask your 2 Questions: 
 1. **What is the current file status?**  
 2. **IS THERE A FORECLOSURE SALE DATE?**

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4. Logging the Call

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Use this note format:

CALL – Lender Update
Date/Time: [Today's date/Time]
Spoke with: [Name / Department]
Status: [Approved / Denied / Pending / Under Review]
Missing Docs: [List or N/A]
Next Actions: [What we need to do if any]
SALE DATE?: [YES or NO, if yes DATE]
Foreclosure Attorney Name: (if in foreclosure)
Notes: [Any useful detail]

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Example

CALL – Lender Update
Date/Time: Oct 31, 2025 @ 12.01pm
Spoke with: Priya Patel, Underwriting
Status: Pending – under review
Missing Docs: Updated paystubs (30 days)
Next Actions: Requested paystubs from client
SALE DATE?: YES – 12/12/2025
Foreclosure Attorney Name: Jacob & Schmid, 444-666-2222
Notes: Lender prefers all docs emailed to processing@lender.com

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🔗 Related Resources

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🧠 Summary

Every lender call must result in:
  • Whether or not there is a sale date
  • Updated status, (nothing needed, in review/not in review/missing docs/approved/denied)

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Extra Tidbits you may encounter:

If they say the workout or modification is approved, ask:
  • What program was I approved for?”
  • What Date will payments begin (i.e., December 1, Jan 1, etc.)?”
  • What was the date of the approval?”
If they say it was denied:
  • Why was it denied?
  • What was the denial date?
  • What do I have to do to get back into review?
  • To get back into review, do I have to send another package in or just do a verbal interview?
If they need documents:
  • Write the documents down verbatim if possible
  • Ask for the fax and/or email to send docs to

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If you are ever caught off guard or feel corndered, JUST HANG UP and call back, no big deal! It will just appear as if the line disconnected.

🍀 Good Luck!