You should only consider initiating a contact ownership change if you are in an active conversation with a contact about their existing or next loan.
During the interview process, you should always ask the contact if they have dealt with a Mortgage Choice broker before. If they have/had a relationship with another MC broker, please do the following:
- Inform the contact that you will refer them back to the original broker in the first instance.
- If they would prefer not to be referred back to their original broker and prefer to deal with you directly, ask questions to ensure you understand why this is the case. Please respect the contact’s preference.
- Please reach out to the previous broker to let them know the contact’s preference.
- You can then initiate a contact ownership change in HubSpot – this will trigger an automated email notification to the previous contact owner. There are a number of reasons why a customer may choose to work with a new broker, and it’s important to strike the right balance between honouring the customer’s preference and doing what’s right for the brokers involved. Always contact the current contact owner as part of this process.
- If you complete an action in Broker Platform that will lead to a contact ownership change, you will receive a prompt to confirm you have completed the above activities and notified the other broker/s prior to being allowed to initiative the ownership change.
- Please record details of any conversation with the contact & the previous broker in Notes in HubSpot. If you cannot access HubSpot, then please record any notes in File Manager.
Other scenarios (that don’t necessarily have a customer interaction)
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Scenario |
Guidance |
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You would like to review the contact ownership I.e. you may be a secondary contact owner that wants to become a primary contact owner, or you think there might be an error with your ownership. |
Prior to initiating a contact ownership change, you must:
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Completing an action in Broker Platform that will trigger a contact ownership change for one or more contacts.
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You will receive a prompt in Broker Platform that will require you to confirm you want to proceed with the contact ownership. Where there is more than one contact, and these contacts have different brokers, confirming the ownership change will move primary ownership of both of these contacts to you.
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Inadvertently completed an action that triggered a contact ownership change. |
Contact the broker listed on the email notification to let them know. This will give them an opportunity to initiate a contact takeover to be reinstated as the primary contact owner. |
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Any other escalations |
Please contact your FDM or State Manager. |
FAQ’s
Q1. How will contact ownership changes be monitored?
FDMs & State Managers will be closely monitoring all contact ownership changes to ensure they are occurring in line with the guide to ownership changes.
Q2. What is the escalation process if you are dissatisfied with the outcome of a change in ownership?
In the first instance, you should always have a discussion with the other broker to ascertain who should be the primary contact owner.
In the event that you cannot reach an agreement, escalate the matter to your FDM or State Manager with details of the situation.
Q3. I would like to duplicate a scenario in Broker Platform where there are two applicants. I am the primary contact owner of one of the contacts, but not for the second applicant. How can I prevent contact ownership takeover for the second applicant that I am not currently the primary contact owner of?
Before duplicating a scenario, make sure you check whether there is more than one applicant. If there is, and you are not the primary owner of the second contact, please do not duplicate the scenario.
In these cases, please create a new scenario and use only the details of the first applicant.
In the event that you continue to copy a scenario, you will see a prompt in Broker Platform that will ask you to confirm the contact ownership change.
Q4. What are the prompts in Broker Platform? What are the consequences of confirming the prompt?
For a contact where there is one primary contact owner; you will see the following prompt in Broker Platform. Please note that if you select “Change Ownership” this will change the primary ownership of this contact to you. You and the other broker will receive an email to notify you of the change.
For two contacts where there are two different primary contact owners, you will see the following prompt in Broker Platform. Please note that if you select “Change Ownership” this will change the primary ownership of both these contacts to you. You and the other brokers will receive an email to notify you of the change.