Majority of the time, loan officers will be introduced to clients via Live Transfer. Live Transfers occur when an Opcity Customer Success Representative (CSR) successfully screens a client to speak with a loan officer. Text messages are then sent to qualifying LOs, and the first LO to click the “click-to-claim” link will win the lead and will receive a phone call from Opcity to be introduced to the client.
If a lead isn't connected to a lender via Live Transfer, our CSRs will attempt to introduce the client and LO through what we refer to as a Warm Connection.
Warm Connections are attempted in 3 situations:
- The client wants to speak to a lender in the Opcity network but does not have time at that particular moment. In this case, the CSR will attempt to secure a time and day that the client is available for a call, and we will notify an available LO, determined by the alogorithm, of the opportunity.
- The CSR attempts to make a Live Transfer but no lender partners are available. Again, the CSR will attempt to secure a time and day that the client is available for a call, and we will notify an available LO, determined by the alogorithm, of the opportunity.
- Finally, Warm Connections are created when real estate agents request an Opcity lender for their client. In this case, our CSRs will contact the client and will attempt to introduce them to a loan officer, either via Live Transfer or a Warm Connection.