House keys and a residential floor plan on a mortgage officer's desk.

Give compliance the borrower calls where rate, lock, or approval language needs review.

Loan officers discuss rates, locks, document gaps, and loan status while borrowers want a firm answer. CallSniper reviews recorded calls against the lender's approved language and follow up steps, giving branch and compliance leaders timestamped passages to inspect.

“This is Priya with Fennimoor Home Loans,
NMLS number 3958214.
That rate holds once your lock is confirmed in writing.”

The identifier and the lock language, checked across submitted borrower calls.

Submitted borrower calls
checked against one standard.

Compliance often starts with a sample of calls around a complaint or review period. CallSniper scores the recordings provided against approved criteria for rates, locks, and approval status, then links each finding to the transcript passage a branch or compliance leader should inspect.

Schedule a demo

Follow a borrower call from the identifier to the next step.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Identification

Did the loan officer state their name, the company, and their NMLS identifier?

Check the opening against the identification language your compliance team approved.

Discovery

Were the borrower's goals, timeline, and property details captured before a product was presented?

Read the transcript to see which questions were asked and in what order.

Rate and lock

Was the rate presented as a quote, with the lock period and the expiration stated accurately?

Pull the calls where a rate was quoted and review the exact wording.

Next step

Did the call end with a specific next action, a document request, or a scheduled follow up?

Compare what was promised on the call with what happened in the pipeline.

A borrower call scorecard, 100 points.

Points are illustrative, so fit them to your compliance policy and the products your branches originate.

Criterion	Observable behavior	Points
Identification	States name, company, and NMLS identifier	10
Needs assessment	Captures the purchase or refinance goal, the timeline, and the property details	15
Rate and lock accuracy	Presents the rate as a quote and states the lock period and the expiration	20
Disclosure timing	Explains when the Loan Estimate will arrive and what the borrower should compare	15
Approval status	Describes approval and clear to close status accurately	15
Fair lending phrasing	Uses approved language and asks only permitted qualifying questions	15
Next step	Schedules the follow up and lists the documents the borrower owes	10
Total		100

Illustrative review flags

A guarantee of approval, rate, or closing date stated as certain
A lock described as in place before the lock confirmation exists
Any question or comment touching a protected class, or language that discourages an applicant
A call continued after the lead asked for no further contact

Bring these to a pilot.

A month of recorded calls from one branch or one loan officer team
The identification and disclosure language your compliance policy requires
Your current rate lock policy and the lock confirmation wording
The call review or complaint log compliance keeps today

The pilot scores your own calls and puts the result beside the review compliance already performs.

See what call review costs today

Make it fit
your operation.

Confirm the workflow with the people who will use it.

Does this cover status calls from processors too?

Yes. Processing rules can route origination calls to one scorecard and processor status calls to another. Each team is measured against the steps that belong to its part of the file.

Can compliance see every call where a rate was quoted?

Yes. Calls where the scorecard found a rate quote or a lock statement are flagged and listed, with the transcript excerpt beside the score. The compliance officer starts with the flagged calls.

How do we handle several branches with different managers?

Recordings can be grouped by branch when the uploaded metadata identifies the branch. Start with the access each regional and branch reviewer needs, then use that structure for the review set.

Where do the recordings come from?

Bulk upload from your phone or dialer platform is the day one path. A direct connection to your phone system or to the call log in your loan origination system gets scoped during the pilot.

Start with one branch's borrower calls.

Bring a month of calls and the language your compliance team trains on. Review findings about rates, locks, and approval status with their transcript evidence before the next quality meeting.