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Telemarketing Policy for Mortgage Insiders

Effective Date: 1/1/2025

Purpose:
This policy outlines the guidelines and procedures for telemarketing activities conducted by Mortgage Insiders. It aims to ensure compliance with applicable laws, protect consumer privacy, and promote ethical marketing practices. Telemarketing Policy.

1. Compliance with Laws and Regulations

1.1. Federal and State Regulations

Mortgage Insiders will adhere to all federal and state telemarketing laws, including but not limited to:

  • The Telephone Consumer Protection Act (TCPA)
  • The Telemarketing Sales Rule (TSR)
  • State Do Not Call lists and regulations

1.2. Do Not Call List

All telemarketing calls will comply with the National Do Not Call Registry. Employees must check the registry and maintain an internal Do Not Call list to ensure that no calls are made to numbers listed.

2. Training and Conduct

2.1. Employee Training

All employees involved in telemarketing must complete training on compliance, customer service, and ethical practices before making calls.

2.2. Professionalism

Employees must maintain a professional demeanor during calls, including:

  • Identifying themselves and the company
  • Providing accurate information about products and services
  • Respecting the recipient’s time and wishes

3. Call Practices

3.1. Call Timing

Calls should only be made between 8:00 AM and 9:00 PM local time of the recipient, unless prior consent has been obtained.

3.2. Caller Identification

Employees must use company-provided phone numbers and display accurate caller ID information.

3.3. Call Monitoring

Calls may be monitored and recorded for quality assurance and training purposes. Employees will be informed when calls are being recorded.

4. Customer Interaction

4.1. Consent and Opt-Out

  • Obtain explicit consent before discussing mortgage products or services.
  • Provide an easy way for customers to opt out of future communications, and honor these requests promptly.

4.2. Transparency

Employees must provide clear information regarding:

  • The purpose of the call
  • Any costs or fees associated with the service
  • How customer information will be used and protected

5. Data Protection

5.1. Customer Information

All customer information obtained during telemarketing activities must be handled in accordance with the company’s data protection policies. Personal information should only be collected when necessary and stored securely.

5.2. Record Keeping

Maintain accurate records of calls, including customer interactions and consent status, for compliance and training purposes.

6. Violations and Reporting

6.1. Reporting Violations

Employees are required to report any suspected violations of this policy to their supervisor or the compliance officer immediately.

6.2. Consequences of Violations

Any employee found in violation of this telemarketing policy may be subject to disciplinary action, up to and including termination.

7. Policy Review

This telemarketing policy will be reviewed annually and updated as necessary to ensure compliance with changes in laws and best practices.