How many times have you taken a call from a new lead, rattled off a rate, answered a few surface-level questions, and then… nothing?
No follow-up. No deal. Just another cold lead. And it’s almost never because you didn’t have the best rate.
If we want to consistently turn conversations into commitments, we need systems that position us as more than just “rate providers.” We need to earn the client’s trust in a way that creates long-term value—and that starts with the first call.
This post will walk you through the two-call process that has helped Tim Braheem and The Loan Atlas faculty build high-conversion mortgage businesses—ones that separate them from competitors, built deep relationships, and generated long-term loyalty.
Why Most Loan Officers Lose the Deal on the First Call
Most borrowers only ask what they know to ask: “What’s your rate?” or “What are your closing costs?”
And if we don’t control the conversation, it’s easy to find ourselves defending pricing, backpedaling on fees, and losing trust before we’ve ever had a chance to show our value.
But here’s what top producers know: If you take control of the conversation and follow a structured process, you can completely change the narrative.
The Two-Call System That Will Change Your Business
Step 1: The Discovery Call (10–15 minutes)
This first call isn’t about numbers—it’s about connection, leadership, and trust.
Start the call by setting the tone:
“Before we dive into rates or programs, I want to understand a little more about you, your goals, and your financial picture so I can give you the right advice—not just the fastest answer.”
From there, gather the right information:
- Income, employment, credit score
- What’s important about this move or refi
- Past mortgage experiences
- Investment mindset (conservative vs aggressive)
- Personality style (detail-oriented? in a hurry?)
You’re not just gathering data. You’re listening for emotional cues, values, and buying behavior.
Then, frame the next step:
“This is a big decision. I’d like to do some research and send you a personalized spreadsheet comparing your best loan options. I’ll get that to you by 5 p.m. tomorrow—no cost, no obligation. Sound good?”
Why it works:
You’re showing professionalism, buying time to craft your presentation, and creating curiosity. Most importantly, you’re separating yourself from the lenders who quoted them on the spot.
Step 2: The Strategy Call (This Is Where You Close)
Now it’s your time to shine. You’ve sent them the spreadsheet—ideally with an interactive Total Cost Analysis, and you’ve already sent a personal follow-up video or even a physical brochure to build connection.
When you reconnect, walk them through the options like a true advisor:
- Talk about loan terms and strategy
- Share how long they’ll need the money, not just how long they’ll live in the house
- Teach them the cyclical nature of rates
- Help them make an informed decision without pressure
Script example:
“You told me you’ll likely be in the home 5–7 years. In that case, a 7/1 ARM at no points makes the most financial sense. Whether you work with me or not, that’s the route I’d recommend.”
Why it works:
You’ve added value. You’ve become their guide. And the close feels natural—because they trust you.
Most of the time, they’ll say, “I want to work with you” before you’ve even finished your presentation.
What Makes This System So Powerful
You’re doing three things almost no other loan officer will be doing:
- Controlling the frame of the sales conversation
- Building a relationship instead of chasing a transaction
- Creating under-promise / over-deliver moments that build trust
AND you’re not leaving the refinance opportunity to chance—because you’ve already told them:
“When rates drop, I’ll proactively manage your debt, not just close a one-time loan.”
You’ve closed this loan and set the stage for the next one.
How You Can Start Using This Today
If you don’t already have a process, start by role-playing this two-call system. Use the script. Make it your own. Practice until it feels natural.
Then:
- Record a follow-up video on every first call
- Create a polished brochure (yes, mail still works)
- Send your options in a total cost analysis, not just a rate quote
- Set expectations for a long-term relationship, not a one-time transaction
Stop Selling Rates. Start Selling Relationships
If we’re tired of chasing rate shoppers and watching deals fall through the cracks, we need to change the way we approach that critical first conversation.
A structured two-call system like this builds confidence, creates connection—and it WILL set you apart from every other loan officer they’re talking to.