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.
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Equity Estimator
Quick calc to estimate available equity and potential cash access.
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Objection Handler
Common objections with proven response scripts for each product.
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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"
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"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"
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"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"
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"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"
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"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"
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"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)
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📞 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)
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📞 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.
Cash-Out Refi Rebuttals
Quick-reference scripts for common objections. Click any card to expand the full rebuttal.
My current rate is lower than what you're offering.
Rate & Terms
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1That makes sense — but think about what you're doing with the cash. If you're paying off a credit card at 22%, you're saving a ton even if your mortgage rate goes up a point or two.
2What would you use the equity for? That usually answers whether the rate trade-off makes sense.
💡 Shift the conversation to the rate they're paying elsewhere, not just the mortgage rate.
Rates are too high right now. I'll wait for them to drop.
Rate & Terms
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1Nobody knows when rates drop. Meanwhile, if you're carrying high-interest debt, the cost of waiting adds up fast.
2And if rates do fall, you can always refinance again. You're not locked in forever.
💡 Focus on the cost of waiting, not rate predictions.
I can get a better rate somewhere else.
Rate & Terms
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1You should absolutely shop around — that's the right move. Just compare the APR and total fees, not just the rate. A lower rate with high fees can cost more overall.
2Bring me their Loan Estimate and I'll tell you honestly if we can beat it.
💡 Invite the comparison. It builds trust and opens a second conversation.
I don't want to pay closing costs.
Costs & Fees
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1We have a no-cost option where closing costs roll into the rate — nothing out of pocket at closing.
2If you're pulling out $80K, closing costs are usually a small fraction of that. We can show you exactly when the refi pays for itself.
💡 Lead with the no-cost option. Frame costs as a percentage of total cash received.
I've heard refinancing has a lot of hidden fees.
Costs & Fees
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1By law we have to send you a full fee breakdown in writing within 3 days of applying — every line item, no surprises.
2I'd encourage you to compare our disclosure to any other quote you get, line by line. We welcome it.
💡 Use regulatory disclosures as a trust signal, not a formality.
I just refinanced a couple of years ago.
Timing
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1That doesn't disqualify you at all. If your home has gone up in value, you may have a lot more equity now than when you last refinanced.
2The question is just whether the numbers make sense. What would you use the cash for?
💡 Reframe recency as irrelevant. Appreciation is the real variable.
I'm planning to sell in the next year or two.
Timing
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1You'll get that equity at closing anyway — a cash-out refi just lets you access it now if you need it sooner.
2It could also fund improvements that increase your sale price. Worth running the numbers.
💡 Position the equity as already theirs — the refi just moves up the timeline.
I'm close to paying off my mortgage. Why would I start over?
Timing
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1You don't have to. We can do a 10 or 15-year term so you keep roughly the same payoff timeline and still access your equity.
2The equity you've built is essentially locked up right now. This unlocks it without abandoning your goal.
💡 Offer shorter-term options immediately. Never say "start over."
I don't trust lenders — I got burned before.
Trust & Intent
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1That's fair, and I won't try to talk you out of that. All I'm asking is 5 minutes to show you the numbers — no obligation, no pressure.
2You don't have to trust me today. Let the numbers speak for themselves.
💡 Don't defend the industry. Validate and lower the stakes.
How do I know this isn't a scam?
Trust & Intent
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1Our NMLS license number is [#] — you can verify it in 30 seconds at nmlsconsumeraccess.org. Every loan officer is individually licensed too.
2You will never pay anything upfront. Everything is in writing before you make any decision.
💡 Have your NMLS ID ready to give on the spot. Zero upfront cost is your proof of legitimacy.
I need to talk to my spouse / financial advisor first.
Trust & Intent
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1Absolutely — that's the smart move. I can send you a written summary of everything we discussed so you have something concrete to review together.
2We could also schedule a call with both of you at once so I can answer questions in real time.
💡 Never push back on involving others. Offer a joint call or written summary as the next step.
I'm not interested — just take me off your list.
Trust & Intent
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1Of course — I'll remove you right now. Can I ask quickly — is it bad timing, or is there something specific that didn't feel right?
2No pressure either way. I'll send my contact info in case your situation changes.
💡 Honor it immediately. The follow-up question often surfaces a real objection.
I don't want to lose the equity I've built up.
Equity Concerns
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1You're not losing it — you're converting part of it into usable cash. Your home's value doesn't change.
2We also cap loans at 80% of your home's value, so you always keep at least 20% equity.
💡 Use the 80% LTV cap as a concrete safety net.
What if home values drop after I cash out?
Equity Concerns
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1We lend up to 80% of value — so even with a 10–15% dip, you'd still have equity and wouldn't be underwater.
2Your obligation is to make your payment, not maintain a specific equity level. A value dip doesn't affect your ability to stay in your home.
💡 Acknowledge the risk, then explain the structural protection.
I was told a HELOC is a better option.
Equity Concerns
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1HELOCs work great for some people — especially if you need money in stages. The downside is a variable rate that can spike, plus a repayment phase that can cause payment shock.
2A cash-out refi gives you a fixed rate and one predictable payment. What are you planning to use the money for? That'll tell us which actually fits better.
💡 Don't dismiss HELOCs. Differentiate on rate certainty and payment predictability.
I'm worried my monthly payment will be too high.
Payment & Income
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1Let's run the full picture. If you're paying off credit cards or other debt, your total monthly obligations might actually go down even with a higher mortgage payment.
2What payment would feel comfortable? I can work backward from there.
💡 Model total debt payment, not just the new mortgage. Ask for their comfortable number.
I'm not sure I'll qualify with my income.
Payment & Income
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1Qualifying for a refi is often easier than a purchase loan — you've already proven you can handle a mortgage.
2We also have bank statement and asset-depletion programs if standard W-2 income is a challenge. What does your income situation look like?
💡 Normalize the concern. Offer a soft qualification conversation before pulling credit.
I'm retired and on a fixed income.
Payment & Income
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1Retirement income absolutely qualifies — Social Security, pension, 401(k) distributions all count. We can also use your investment accounts as qualifying income in some cases.
2For a lot of retirees, eliminating debt payments frees up more monthly cash than almost anything else.
💡 Lead with eligible income types. Asset-depletion is a strong differentiator for retirees.
Industry Glossary
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