Internal Resource
Agent Training Hub
Your go-to resource for scripts, cheat sheets, and qualifying tools — everything you need to represent KMA's clients with confidence.
7
Products
3
Live tools
∞
Confidence
Product Cheat Sheets
Reverse Mortgage (HECM)
Home Equity Conversion Mortgage for 62+ homeowners with equity.
Rate & Term Refinance
Lower rate or payment via traditional refinance.
Cash-Out Refinance
Access home equity as cash via a new larger mortgage.
FHA Streamline
Fast refi for existing FHA borrowers — minimal docs.
HELOC
Revolving line of credit secured by home equity.
Loan Modification
Permanent payment change for hardship borrowers.
Purchase Loan
New home purchase — conventional, FHA, VA options.
Quick Tools
HECM Qualifier
Instantly check if a homeowner qualifies for the reverse mortgage program.
›
Equity Estimator
Quick calc to estimate available equity and potential cash access.
›
Objection Handler
Common objections with proven response scripts for each product.
›
Interactive Tools
Use these live tools during or before calls to quickly assess options.
HECM Quick Qualifier
Borrower Info
LTV factor: —
Qualification Results
Equity Estimator
Objection Handler
💬 "I don't want to lose my home"
▾
"You keep full ownership of your home. The HECM just removes the required monthly mortgage payment. You still own it, live in it, and can pass it to heirs."
💬 "My credit is terrible"
▾
"Credit score is not the deciding factor here — that's what makes this program different. It's based on your age, your home's value, and the equity you've built."
💬 "I need to think about it"
▾
"Totally understand — it's a big decision. What I'd love to do is just get you 10 minutes with our loan specialist who can answer any specific questions. No commitment whatsoever."
💬 "I've heard reverse mortgages are bad"
▾
"That reputation came from older products. Today's HECM is a federally insured, government-regulated program with strong consumer protections — it's a totally different product."
💬 "I already have a forbearance / modification"
▾
"That's actually something many of the homeowners we help have dealt with. The HECM doesn't penalize you for that — it focuses on your equity position and your ability to maintain the home."
Full Call Scripts
Step-by-step scripts for each product call flow.
Call Scripts
🏠 Reverse Mortgage (HECM)
▾
📞 Opening
"Hello [Name], this is [Your Name], Senior Coordinator with the Equity Resource Center. This call may be monitored for quality assurance."
"I'm reaching out because your file came across my desk. We specialize in helping homeowners with credit challenges, forbearances, or loan modifications who still have equity in their home."
❓ Qualifying Questions
1Are you over 62? If yes — how old?
2What is the estimated value of your home?
3What is your current loan balance?
4Any home improvements in the last 5 years?
5Condition of home? Excellent / Good / Needs Work
🎯 Close & Transfer
"Based on what you've shared, you qualify for the HECM program. Hold tight and I'll connect you with a licensed loan specialist."
⚠️ Set credit score to 510 before routing to transfer.
F.O.R.D. while on hold:
F
Family
O
Occupation
R
Recreation
D
Dreams
🔁 LO Transfer
✓"Hi, this is [Your Name]"
✓"I have [Borrower Name] — backup number: ___"
✓"[Name] is ___ years old"
✓"Interested in HECM options — can you help?"
📋 Rate & Term Refinance
▾
📞 Opening
"Hello [Name], I'm reaching out because we're helping homeowners take advantage of current rates to lower their monthly payment."
❓ Key Questions
1Current interest rate on your mortgage?
2Remaining loan balance?
3Current credit score range?
4How long do you plan to stay in the home?
💵 Cash-Out Refinance — Financial Reset Program (FRP)
▾
📞 Step 1 — Opening
"Hello [Name], this is [Your Name], Senior Coordinator with the Equity Resource Center. This call may be monitored for quality assurance."
"I'm calling because your file came across my desk. We've reviewed your property at [Address] and the value has increased significantly."
⏸ Pause for response — let them react before continuing.
💡 Step 2 — Value Proposition
"We're contacting homeowners to provide their Monthly Home Equity Assessment. Many homeowners have unused equity that can be converted into cash."
🔀 Use either: "Monthly Home Equity Assessment" or "Financial Reset Program (FRP)" — pick one per call.
▸Eliminate high-interest debt (credit cards, auto, personal)
▸Fund home improvements / renovations
▸Average savings: $300–$500/month
🏠 Step 3 — Property & Loan Questions
1"My system shows ~[X] on your mortgage — does that sound right?"
2Have you or your spouse served in the military?
3Current loan type: VA, FHA, or Conventional?
4What's your current interest rate?
5Have you refinanced in the last 12 months?
📊 Loan Type Requirements
VA — 580+ credit
If VA Disability → mark 10%. Do NOT ask the %.
FHA — 620+ credit
LTV 70% or below. PMI is payment only.
Conventional — 640+
LTV 70% or below.
💳 Step 4 — Credit Questions
1Credit score range: 600s / 700s / 800s?
2Any in last 2 years? Late payments · Bankruptcy · Loan mod · Forbearance · Foreclosure
✅ Step 5 — Final Qualifying Questions
1Employed, unemployed, or retired?
2Plan to sell in 5 years, or is this your forever home?
3"Avg. American carries ~$25K in non-mortgage debt. Higher or lower for you?"
"Based on your answers, you qualify for the Financial Reset Program. I'll get you connected with a licensed loan specialist."
💬 Step 6 — F.O.R.D. While on Hold
F
Family
Spouse, kids
O
Occupation
Work or retirement
R
Recreation
Hobbies, travel
D
Dreams
Goals, wishes
🔁 Step 7 — Transfer to Loan Officer
✓Your Name: _______________________
✓Borrower Name: ____________________
✓Borrower Phone: ___________________
✓"Mr./Mrs. [X] is interested in hearing options about their equity — can you help them?"
More product scripts coming soon — ask your manager to upload them.