Someone considering a mortgage can have a payment question without knowing which loan to ask about. Your website should give that question a clear destination.
Explain what your brokerage handles and how to contact the office. Keep the words beside each button tied to the action it opens.
What a mortgage customer looks for
Start with the questions your office can discuss. State the services and area your brokerage covers using its approved information.
The Consumer Financial Protection Bureau's lender contact guide suggests discussing rates, fees and payments with a loan officer. Those questions need a clear route to your office.
The things the site must show
The broker's role in plain words
Explain the work your brokerage performs and who handles a new inquiry. Use the descriptions your business has approved for its services.
Keep loan terms connected to explanations someone can understand. A reader should be able to ask about the service without first choosing a loan product.
Compare the service heading with the contact instructions. They should describe the same reason for speaking with your office.
A place for payment questions
Give a reader a way to ask what information your office needs to discuss their payment question. Leave room for what they have not decided.
Use current, approved material wherever the page explains a loan example. Keep the conditions beside the example they describe.
Ask the person responsible for that material to check it with the surrounding wording. A general page should not appear to settle a particular borrower's terms.
Buttons that explain the next action
If your site offers an application, identify that destination before the reader opens it. Keep a separate way to ask your office a question.
Use the same action name beside the button and at its destination. Someone choosing to contact the broker should recognize what the next page asks them to do.
Keep the phone number nearby. Check where the written inquiry goes and whether the receiving person gets the question with the contact details.
The mistake to check for
Look for a button that offers a conversation but opens an application without explaining the change. The page should make each action clear before the reader chooses it.
Follow the question route without entering personal information. Read the destination heading and fields against the words on the service page.
What that gap can cost you
An unexpected application can leave someone unsure how to ask a basic payment question. Your office may receive an inquiry missing the context the reader wanted to explain.
A clearly named contact route keeps the reason for the conversation attached to the request.
The next step
Open your mortgage page on a phone and follow its contact button. Check that the destination fits the question the page invited.
Related: Mortgage broker websites
If you want an outside look at how mortgage questions reach your office, start with the free check.