Opcity uses a matching algorithm to dispatch leads to loan officers. The algorithm takes into consideration several factors when it pairs loan officers to a lead, which include overall response time, available quota, market match, etc.
When a lead has been screened by an Opcity Customer Success Representative (CSR), the algorithm will send a lead alert via text message to the lender 1st in the queue. That lender has approximately 10 seconds to click-to-claim the lead alert before the 2nd lender receives a lead alert and can also click-to-claim the lead. 10 seconds later, another lender is alerted, and so on.
Sometimes, you will click on a new lead alert in a second or two, and you will receive notice that the lead was already claimed. This is because the 1st lender in the queue is the only loan officer that has a lead exclusively to themselves.
The CSR will keep the client on the phone while they attempt to connect the Live Transfer. If they are unable to connect to a loan officer or the client only has time to speak to an agent, the CSR will attempt to schedule an appointment. If successful, the system will alert the first loan officer in the original dispatch via text message. We refer to these specific situations as Warm Connections.
Loan officer leads consist of both Live Transfers and Warm Connections.