The Dos and Don’ts of Communicating with Borrowers: A Guide For Mortgage Brokers

The Dos and Donts of communicating with borrowers

Effective communication is key to building strong relationships with clients, especially in the mortgage industry, where interactions between lenders and clients are fundamental for business growth. More than ever, consumers expect clear and concise communication tailored to their needs.

Here are 3 Dos and 3 Don’ts when communicating with clients.


  1. Be proactive: Stay in touch with your clients throughout the mortgage process. Buying property is often emotional, and anxieties can spike at any moment. Proactively communicating any updates or changes or anticipated issues helps to build trust and confidence in your services.
  2. Tailor communication to each client’s needs: Every client and their home financing journey is different, and it’s imperative to make your clients’ feel taken care of by keeping communications relevant and helpful. A study by Accenture found that 87% of consumers said receiving timely, relevant and personalized communications from businesses is important to them. Also, take note of how much your clients want updates. Some may want to know every step of the mortgage process, while others may prefer less frequent but more detailed communication. That’s why CANDID’s scenario specific, automated omnichannel communications talks to clients in the way they want, when they want it. 
  3. Use technology: A study by HubSpot found that 60% of consumers prefer email as their preferred method of communication with businesses, followed by phone at 16%. So it’s vital to have the technology to email, text, or live chat with multiple clients across multiple channels, that’s easily accessible to the whole team for fast, immediate responses. CANDID’s ecosystem offers custom email template builder, mass SMS and email, video SMS and more, all accessible to you and your whole team. 


  1. Use too much jargon: Avoid using too much technical or industry jargon. Yes, it sounds like you know your stuff but it can be confusing, overwhelming and even patronizing. Instead, use clear, plain language that is easy for clients to understand.
  2. Make assumptions: Don’t assume your clients understand the mortgage process or terminology as well as you. Take the time to explain things clearly and offer supportive materials or resources to help build their knowledge. Always offer to answer any questions they may have.
  3. Leave clients in the dark: Don’t leave your clients guessing about the status of their mortgage application or any other important details. Keep them informed and updated throughout the process. Something like CANDID’s dynamically branded Client Portal, for every client, expertly built with an array of features: like a mortgage calculator, custom tasks and contact information, and more, available any time via desktop or mobile. 

Follow these do’s and don’ts to build strong, trusting relationships with your clients and provide them with a great mortgage experience. Or, elevate your client’s experience by harnessing the power of CANDID’s streamlined communication.