Answers about home loan consultations, written down once
Expat mortgage brokerage · Plano, Texas
How an expat mortgage brokerage in Plano, Texas, with 10 staff, reworked its pages, content and mobile layout in 20 working days from content approval: the starting point, the build and what the team noticed afterwards.
20working days from content approval
- Client
- Expat mortgage brokerage
- Region
- Plano, Texas
- Team
- 10 staff; one locally managed operation
- Work
- Pages, content and mobile layout
Where it started
The starting point
Every home loan consultations question was answered fresh each time. The quality of the answer depended on who was asked and when.
The problem
Day to day with home loan consultations, useful explanations sat scattered across archived threads. Training a new starter meant shadowing calls, and customers had to phone for details a page could have covered.
What we built
The recurring questions about loan officer credentials and the consultation process were collected into a maintained FAQ. The owner of each subject reviewed its answers, and questions needing personal advice are directed to a conversation.
- Staff-reviewed FAQ
- Topic grouping
- Named content owner
- Contact links for individual questions
Timeline
20 working days after content approval, including staff review and handover.
- Day 0
Content approved
The client signs off the wording and material. The working days start here.
- In between
Build and staff review
We build; the client's own staff review the pages and the inquiry path before anything goes live.
- Day 20
Handover
The work is live and handed over, within 20 working days of content approval.
What changed
For home loan consultations, the FAQ now serves visitors and staff as the same reference. Routine explanations are handled by the page, while decisions that need judgment stay with the people qualified to make them.
In the client's words
“The questions on the home loan consultations page are the ones our customers actually ask. Our answers, just more consistent than we ever managed over the phone.”
Questions about this project
How long did this project take?
20 working days after content approval, including staff review and handover. The working days are counted from the day the client approved the content, so the time the client spent gathering and signing off their material is not part of it. The launch window for a new site on each of our plans is set out on the pricing page.
What did we build for this expat mortgage brokerage?
The recurring questions about loan officer credentials and the consultation process were collected into a maintained FAQ. The owner of each subject reviewed its answers, and questions needing personal advice are directed to a conversation. The pieces that did the work: Staff-reviewed FAQ; Topic grouping; Named content owner; Contact links for individual questions.
Why is the business not named?
On purpose. The client is described as an expat mortgage brokerage in Plano, Texas with 10 staff, which is enough to judge whether the situation is close to yours. The quote is published with permission and attributed to Margaret Huckleberry, scheduling coordinator, but we do not publish the business name, its logo or its web address.
Did this project involve rates, approvals or lending advice?
No. The work was about how the website handles inquiries and content. We are not a lender, mortgage broker, loan originator or financial adviser, and nothing on a site we build quotes a rate, states eligibility or implies an approval. The wording on every page, including the route to a conversation with a licensed loan officer, is reviewed and approved by the client.
Want the same fix on your own site?
A live walk-through of the site you would get, with the inquiry path and pages set up for your business. Plans from $137 a month, and the $797 build fee is invoiced only after launch.
Related case studies
- Sharper boundaries around home loan consultationsWhen it comes to home loan consultations, expectations now match the process before the first conversation.
- Turning the home loan consultations document into usable pagesWith home loan consultations, people can read the relevant section on screen, and staff can link straight to it.
- One source of truth for home loan consultationsDay to day with home loan consultations, updates happen once, at the source, with a checklist for everything connected.
Related services
- Mortgage broker website designWebsite design for mortgage brokers: a page for every loan type you place, the broker case made plainly, inquiries tagged into your CRM.
- Mortgage SEO web designMortgage SEO web design: program pages and city pages built to rank, researched articles, schema and sitemaps, maintained every week.