For busy Residential mortgage brokers

Call handling for Residential mortgage brokers, without losing focus on the job.

A mortgage enquiry may come from a first-time buyer, somebody moving home or an owner approaching the end of a current deal. Ziverly can gather the broad purpose, stage and preferred contact while you are in another client meeting, without discussing products, rates or eligibility and without asking for banking or payment secrets.

See what could help Try your own numbers

A familiar moment

The buyer whose offer has just been accepted

You are in a scheduled advice appointment when a prospective client calls after agreeing a purchase. Ziverly can capture who is calling, whether the enquiry concerns a purchase, remortgage, product transfer, further borrowing or another residential purpose, first-time-buyer, mover, landlord or existing-owner context only as stated, broad property and transaction stage, intended occupancy, approximate timing, whether an agreement in principle, offer, valuation, broker, lender, estate agent or conveyancer is already involved, employment or income complexity only at a broad non-documentary level, accessibility and communication preferences and preferred contact. It does not recommend a mortgage, lender, rate, term, repayment basis, insurance or financial strategy, assess affordability, creditworthiness, eligibility or regulated status, request full bank details, passwords, PINs, one-time codes, card data or payment, collect financial documents, carry out identity, credit or anti-money-laundering checks, submit an application, accept an instruction, quote a fee or promise an outcome or completion date. Suspected fraud, coercion, repossession deadlines or urgent legal matters need the appropriate lender, legal, regulatory or emergency route.

The useful handover

Enough context to respond properly.

The aim is to welcome the caller, gather the details you decide matter and keep the same enquiry easy to follow until the work is resolved.

  • Who is calling and how to reach them.
  • What they need help with and where.
  • What should happen next, without inventing a response time.

Where the pressure tends to gather

Make space for the work without leaving the caller in the dark.

Think about the calls that interrupt you most often. Ziverly can follow the questions and boundaries you choose, then leave the details ready for your judgement.

Transaction stage changes the next conversation

An early budget discussion, accepted offer and expiring deal each bring different timing and document needs.

Privacy begins before advice

Broad context can help you prioritise without collecting bank secrets or detailed financial documents through the first call.

Regulated advice needs uninterrupted attention

A new client can be welcomed without interrupting the confidential advice meeting already underway.

What a better handover can change

Less interruption now, a clearer thread afterwards.

Purpose and stage are ready

See why the person is seeking advice and how far the property or mortgage journey has progressed.

Existing professionals stay connected

Keep lender, agent and conveyancer involvement visible without implying approval or eligibility.

Your approved preparation note can persist

Add a secure-document-process, introductory-call or existing-offer question for that known client.

Adiel, The Spirit of Service
Available in Ziverly

Adiel, The Spirit of Service

Someone calling about residential mortgage advice is a person asking for help, not a conversion statistic. A calm welcome can make the next step easier for both of you.

Before, during and after the call

From first ring to finished follow-up.

Ziverly can do more than take a message. You stay in control of when it answers, how you hear about each call and what context is available if the customer rings again.

  1. You decide which calls reach Ziverly.

    Use the call-diversion options supported by your mobile or landline service, such as no reply, unreachable, busy or rejected. Turn them off again whenever you want to answer normally, or use cover for evenings, weekends, holidays and unexpected time away.

  2. Your call details meet you where you are.

    Choose email or SMS alerts where enabled, then open Ziverly to review the summary, transcript, recording where available, status and priority.

    Review caller, mortgage purpose and broad client context, property and transaction stage, intended timing, existing agreement or offer, professionals involved, high-level complexity, communication preferences and preferred contact.

  3. The next conversation starts further forwards.

    Add an AI-facing note when you want Ziverly to have more context if the same known caller rings again. Separate private notes stay private.

    Add an approved secure-document-process, introductory-call or existing-offer question so Ziverly can use your latest note without collecting financial secrets.

  4. Open calls do not have to rely on memory.

    Choose a daily or weekly email summary of calls still waiting for attention, at the time that best fits your working day.

  5. You can check in by phone, too.

    With Owner Voice Access enabled, call your own Ziverly number, verify your PIN and manage the calls you are allowed to see.

    After the current advice meeting and client information are secure, verify your PIN to hear only the mortgage enquiries and statuses you are permitted to access.

Use your own numbers

What might unanswered calls represent for your business?

Enter figures from your own recent calls to put the possible value of unanswered enquiries into context.

The result is an illustration based only on what you enter. It is not a forecast, a promise that Ziverly will recover the work or a reason to accept an unsuitable job.

Enquiries represented by your figures 0 Monthly work value represented £0

This simple multiplication does not account for timing, capacity, costs, cancellations, repeat work or whether another response would have changed the outcome.

Useful boundaries for call handling

Let Ziverly gather details without overstepping your expertise.

Mortgage brokers must be FCA-authorised or an appointed representative with the relevant permissions; Consumer Duty and financial-promotion rules apply.

You remain responsible for the advice you give, the work you accept and the safety, eligibility and professional checks your business requires.

A few practical questions

What would you want to know before starting?

Use these answers to decide where Ziverly could help and where the conversation should always return to you.

Can Ziverly recommend a mortgage or lender?

No. Regulated advice, product comparison and recommendations remain with appropriately authorised professionals.

Will it assess affordability or say whether someone is eligible?

No. Income, commitments, credit, property and lender criteria require your regulated process and current evidence.

Can it collect bank details, financial documents or payment?

No. Sensitive documents, identity checks, banking information, fees and applications stay within your secure process.

Try the smallest useful version

Begin with the calls that interrupt your working day most often.

Choose what Ziverly should know, what it should never promise and which details make a follow-up genuinely useful. Creating an account is free, so you can look around before deciding when you want Ziverly to handle a call.

No monthly or annual plan is required and there is no fixed-term commitment. Add pay-as-you-go credit only when you are ready to use it.

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