Total Expert support from someone who ran it inside a lender

What Total Expert support from us looks like

We start with a working session and an account review: Journeys, lead sources and routing, contact data quality, integrations with your LOS and lead providers, compliance approval flows for content, and who is actually using the platform. You get a written list of issues ranked by impact on loan volume, with a fixed quote for each fix.

From there, most clients either hire us for a defined project, such as rebuilding milestone Journeys or cleaning up routing, or keep us on as a fractional admin for a set number of hours each month. Either way, you keep your Total Expert contract and your data. We are an independent consultant, not a reseller.

Everything we build gets measured. Adoption by loan officer, response time to new leads, and campaign results are reported monthly, and where your LOS data allows it we tie CRM activity to applications and funded loans.

Why a lender background matters here

Mortgage CRM work has rules other industries do not. Marketing texts need prior express written consent, STOP requests must be honored immediately, and advertising content needs compliance review before it goes out. Loan officers will not use a system that adds clicks to their day, and processors need to see the same status the borrower sees.

George Chapin spent 20+ years in CRM, marketing automation, and analytics, including leading CRM and analytics at three Northeast Ohio lenders. He built a CRM adoption scorecard whose automations produced one to two additional loans per loan officer per month, designed a milestone communication system that reduced status calls, and built lead-scoring and retention models. That is the lens we bring to your Total Expert account.

Nothing on this page is legal or compliance advice. We build to the rules your compliance team sets and keep an audit trail of what was sent to whom.

Common Total Expert problems we help with

• Journeys built by a vendor or a former employee that nobody understands or dares to turn off.
• Leads from your website, aggregators, and referral partners landing with the wrong loan officer, or with no one.
• Duplicate contacts and inconsistent fields that make every report an argument.
• Past customers who never hear from you again after closing, so the refinance goes to someone else.
• Realtor and referral-partner co-marketing that is set up but not actually running.
• Low adoption: a handful of loan officers use the platform and the rest work from their phones.
• No way to show leadership what the CRM investment produced.

Who this is for

• Mortgage lenders, banks, and credit unions already on Total Expert.
• Marketing and sales-enablement teams that need an experienced admin without adding headcount.
• Lenders rolling out newer Total Expert capabilities, such as Customer Intelligence signals, who want them wired into Journeys and routing rather than left switched on and ignored.
• Leaders who want CRM activity reported against loan volume, not just email opens.