Business loan broker calling playbook for qualified pipelines

What this playbook covers

Loan-broker calling is trust arithmetic under a licensing map: the firm may only discuss what its registrations allow, the rep may only promise what the file supports, and the owner may only believe what the paperwork shows. This playbook covers queue building, block structure, cadence, document flow, dispositions, the three-line workflow, and KPI ranges against the team’s own daily-use reference points.

List building and hygiene

Sort by fundability. Queue A holds the profile the firm actually places: revenue band, time in business, business types in the lane, states where the firm is registered. Queue B is adjacent: right industry, thin file, or a state where product scope is limited. Queue B gets nurture, not the morning block. Hygiene rules:

• Internal do-not-call suppression before import; stop requests honored and logged the same day.
• The B2B exemption in 16 CFR 310.6(b)(7) covers most calls to induce a business purchase, but TCPA wireless rules at 47 CFR 64.1200 still apply, and owners answer personal cells.
• State tags enforce scope: a row in a state where the product is not registered is not dialed for that product, no exceptions, because the recorded call is the evidence.
• Dead businesses and changed owners retire on first confirmation; the queue’s quality is the pitch’s credibility.

Call block structure

Early block, 8:00 to 9:30. Owner-operators before the day starts. Trucking, construction and food-service owners answer here at the highest rates of the week.

Mid-morning block, 10:00 to 11:30. Office managers and multi-location buyers; also the review-confirmation window for docs received.

Late block, 4:30 to 6:00. The second owner window, and the block where promised follow-ups get honored. A rep who leaves the late block early is leaving tomorrow’s files unbuilt.

Attempt cadence

Five attempts over two weeks, dayparts rotating:

1. Day 1, owner window. The honest opener and the fundability question.
2. Day 2, different daypart. The catch window for owners who were on the floor.
3. Day 5. Voicemail naming the review, not a rate.
4. Day 9. Live attempt; the email with the review agenda goes out the same hour.
5. Day 14, final. The honest exit: “The offer does not expire, but I will stop here unless you tell me otherwise.”

After five, the lead exits to a six-month nurture keyed to the business’s season. Attempt caps in the dialer enforce the stop. Funded and declined files exit the cadence entirely; the declined file gets a straight conversation, because today’s no is next year’s referral if the broker was honest.

Dispositions and what they mean

• Qualified, docs requested: review booked, document text sent within the hour, completion task dated.
• Callback: dated to the owner’s window and honored to the hour.
• Referred to bank: warm referral with permission, logged; a clean bank referral is a reputation deposit.
• Not a fit now: honest no with a reason recorded, six-month nurture dated to season.
• Unreachable / Left voicemail / Do not call: the mechanical set, stop requests honored same day.

Three lines suit broker work because connects are decision-heavy and short.

KPI targets

Ranges against the team’s own daily-use reference points. On a typical day, the team’s own single-line caller runs about 85 dials in an active hour and about 600 across the day, with a person reached on about 17.8 percent of attempts (last 30 days). That’s our daily use, not a promise for your list. Planning inputs (not measured outcomes):

• Dials per active hour: about 85 dials in a typical active hour, about 134 in a busy hour.
• Person connects: 17.8 percent measured over the last 30 days in the team’s own daily use; your list mix will move it.
• Reviews booked: track it weekly and set the target from your own first two weeks of data.; count contacts on a clean fundable queue.
• Document completion: track it weekly and set the target from your own first two weeks of data.; measure the share of booked reviews producing a full set before the meeting.
• Funded-file rate: judged quarterly against placements per hundred complete files; monthly numbers lie because closing lags review by weeks.

Only the dial-volume and person-connect figures above are from the team’s own daily use (single line, one operator; 90 days of dials, its final 30 days for the connect rate). Every other range in this section is an uncited planning input, not a measured result or a promise.

Seasonality and the queue

Loan demand has a calendar, and the queue should read it: equipment purchases cluster in spring, tax-season cash crunches in April and May, and year-end expansions in the fall. The nurture exits from the cadence are not parking spaces; they are dated re-entries keyed to those seasons, with the original qualification facts still on the lead. A broker team that re-enters seasonal leads with last spring’s facts books reviews at the top of the funnel instead of rebuilding it. Review the nurture queue monthly, re-verify revenue bands before re-entry, and retire rows where the business has clearly changed shape, because calling a business that closed is the fastest way to teach an owner your number is noise.

Compliance guardrails

The B2B exemption in 16 CFR 310.6(b)(7) narrows the FTC Telemarketing Sales Rule but does not waive TCPA wireless rules at 47 CFR 64.1200 or all-party recording consent in several states. State broker registration and consumer-credit edges under Regulation Z, 12 CFR 1026, are checked before a queue is dialed, not after a complaint. No guaranteed terms or rates on any prospecting call. DialBreeze enforces your internal DNC list, quiet hours and attempt caps; licensing, disclosures and claims accuracy are yours. This guide describes rules, not legal advice.