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Handling Mortgage Inquiries and Making Referrals

Describes the primary regulatory compliance Acts that affect mortgage inquiry, counseling, and application phases. Reviews the features and benefits of the most popular mortgage programs, important elements of different purchase and refinance transactions, and techniques and sample responses to customers for your mortgage referral to the MLO.

Reviewed: June 2019 (no changes necessary)
Re-versioned: July 2016

What You'll Learn

After successfully completing this course, you will be able to:

  • Explain the phases in the mortgage origination process
  • Identify the important compliance issues that affect mortgage inquiries and referrals
  • Describe the features and benefits of conventional fixed rate, adjustable rate, FHA, and VA programs
  • Prepare and refer mortgage loan application customers


All bank employees who are authorized to discuss mortgage loans with customers who do not have special mortgage licensing credentials (retail branch, loan servicing, or call center employees and employees who are involved in mortgage origination, such as originators, processors, underwriters, closers, etc.)

​Course Credits

ABA Professional Certifications: 2.0 CRCM​

Questions? Please contact for more information.




Purchase for a Team
To license this course to your bank for multiple learners, please contact ABA Training.​


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