CityOS Playbook: Past Clients
Re-engage funded clients to unlock refinance, move-up, or wealth-building conversations, drive consistent referrals, and build long-term client loyalty through smart, tech-enabled engagement.
WHO: Build and Segment Your Past Client Pipeline
Total Expert Focused View
Use this feature to zero in on clients meeting key behavioral or financial criteria: mortgage credit inquiries, listing their home for sale, eligible to drop mortgage insurance, refinance opportunity detected
Filtered Contact Pipelines in Total Expert
Create saved Smart Lists by funding date, loan type, or strategic criteria: funded >6 months ago, funded >2 years ago, FHA loans with high MI, VA IRRRL candidates, adjustable-rate loans nearing adjustment
HomeIQ Insights
Add predictive equity intelligence through: refinance alerts, active buyer behavior, pre-mover score, refi certificates for lead sharing and cross-promotion
Radiant Chat
Tag and create Smart Lists for all personal contacts that may not be in CRM for inclusion in SMS/Ringless Voicemail automated workflows
WHAT: Deliver a Personalized, Relevant Value Proposition
Annual Mortgage Review
Comprehensive analysis of the client's current mortgage situation compared to available options in the market.
Equity Snapshot & Savings Analysis
Detailed report showing home equity growth and potential savings opportunities.
MI Drop & Payment Optimization
Strategies to eliminate mortgage insurance and optimize monthly payments.
Refi & Cash-Out Options
Analysis of refinance opportunities including cash-out options for wealth building.
Move-Up or Investment Planning
Guidance for clients looking to upgrade their home or invest in additional properties.
Listing Support (if flagged)
Assistance for clients who are considering selling their current home.
Core Message: "Let's check in on your home's performance—there may be hidden savings, smart refinance opportunities, or ways to use your equity to build long-term wealth."
Automation Backing: Total Expert Journeys trigger based on Focused View alerts, HomeIQ Reports auto-delivered or used to spark conversations, Radiant Chat SMS Sequences maintain top-of-mind presence with value messages, Encompass Loan Data supports custom refinance analysis
HOW: Execute the Plan
Scripts & Templates
Annual Review Call
"Hi [Client Name], I'm doing annual checkups for my past clients. Based on what I'm seeing in your equity position and current rate, we may want to take another look at your mortgage. Want me to run a quick analysis?"
Text (Top Performer)
"Your home equity's likely jumped, want me to send you a quick snapshot with some options? I've got a great tool for it."
Email (Total Expert)
Subject: "Are you still in the right mortgage?" Body: Personalized review of savings, equity growth, and options to reposition.
Referral Prompt
"By the way, I work almost entirely by referral—anyone in your circle looking to buy, sell, or refinance? I'd love to help."
Cross-Promotion & Partner Value
Realtor Referral
"Want me to connect you with a great local agent?"
Financial Advisor Referral
"Would you like help mapping your equity into your broader wealth plan?"
Contractor/Designer
"Want help budgeting or planning a renovation?"
When alerts show a potential move, cash-out, or investment plan, use these referrals to reinforce strategic relationships with your partners.
Assets Available in CityOS
Playbook Guide PDF
Call Scripts & Messaging Templates
Phone, Text, Email
HomeIQ Equity Snapshot Email Template
Annual Review Deck (Optional)
Total Expert Smart List Setup Instructions
Focused View Activation & Filter Setup Guide