The CRM for Canadian mortgage agents and brokers who win clients on the phone.

What does a Canadian mortgage broker need from a CRM?

A broker needs a CRM that turns dates into calls: every client's maturity and rate-hold date, a list of who's due this month, and a dialer and texting built in so the follow-up happens in the same place.

Lender portals and origination software handle applications and submissions. The CRM is where the relationship lives: who to call, what was said and what happens next. Keep application documents and the records your regulator requires in the systems your brokerage uses for them, and use the CRM for the outreach.

In TopReach that means custom fields and tags for the mortgage details you filter by, dynamic lists that fill themselves from your rules, tasks and reminders on a calendar, and a pipeline that shows each deal's stage and value.

How should you track renewals and maturities?

Record the maturity date, lender, rate and term on every funded client, and start the renewal conversation well before the lender's renewal offer arrives.

A simple setup works: a custom field for each detail, a tag for the renewal quarter (such as 'renewal-2027-Q2'), and a dynamic list per quarter that picks up every client with that tag. Add a task and reminder for the first renewal call, and another for the follow-up if the client isn't ready yet.

• Custom fields: maturity date, lender, rate, term, amount and the referral source.
• Tags: renewal quarter, and life events worth a call, such as a growing family or a move.
• Dynamic lists: this quarter's renewals, next quarter's renewals, past clients for a rate-drop call.
• Tasks and reminders: the first renewal call and each follow-up, on the calendar.
• Notes: what the client said last time, on their timeline, so the next call picks up where the last ended.

How do you handle rate-hold callbacks?

Treat a rate hold as a deadline with a callback attached: record the expiry date when the pre-approval is issued, and schedule a call far enough ahead that the client can act before it lapses.

Rate-hold lengths vary by lender, so record the actual expiry rather than assuming one. A dynamic list or tag for 'rate hold expiring this month' gives you one list to power dial each week, and a text after an unanswered call keeps the deadline in front of the client, within the consent you hold.

Which calls can a mortgage broker make under the CRTC rules?

Calls to your own clients are usually exempt from the National DNCL Rules while the existing business relationship lasts, but the CRTC's calling hours, identification and internal do-not-call rules still apply to every telemarketing call.

An existing business relationship lasts 18 months after a purchase or after a written contract with you ends, and 6 months after an inquiry or application. Cold calls to people outside those windows need a National DNCL check first, and everyone who asks you not to call goes on your internal list within 14 days, for 3 years.

• Calling hours: 9:00 a.m. to 9:30 p.m. on weekdays and 10:00 a.m. to 6:00 p.m. on weekends, in the client's time zone.
• Identify yourself and your brokerage at the start, and display a number where you can be reached.
• Recorded sales messages need express consent under the ADAD Rules, so leave live voicemails on sales calls unless you have it.
• TopReach's dynamic lists call each client only inside the CRTC window in their own time zone and never on statutory holidays; saved static lists and an agent's own calls aren't held to it.
• TopReach keeps one do-not-call list for the brokerage and won't dial a number on it. It doesn't check the National DNCL.

What does CASL mean for mortgage texts and emails?

CASL requires consent for every commercial text or email to a client or prospect, along with identification of the sender and an unsubscribe that takes effect within 10 business days.

Consent is express when the person agrees, for example a checkbox on your application form or a yes on a recorded call, or implied in limited cases: an existing business relationship from a purchase or contract in the past 2 years, or an inquiry in the past 6 months. Express consent doesn't expire until it's withdrawn, which makes it worth collecting at application time. Record where and when you got it, for example in a custom field.

• Ask for express consent to texts and emails on your application or intake form.
• Identify yourself and your brokerage in every message, with contact details.
• Honor unsubscribes within 10 business days. In TopReach, a STOP reply (or UNSUBSCRIBE, REVOKE, OPT OUT and the other opt-out words) stops every number in your workspace from texting that person at once.
• Keep follow-up texts to people whose consent covers them.

How should a brokerage handle call recording and consent?

Tell clients at the start of the call that it's recorded and why, and offer an alternative if they object: the Criminal Code allows one-party recording, but privacy law expects a business to give notice and a choice.

In TopReach an admin sets recording for the workspace: every call, no calls, or each agent's choice. Calls on the TopReach dialer are also transcribed and summarized by AI by default, in English; mention transcription in the notice if you keep it on, or turn it off for the workspace. In Quebec, offer the notice in French. Our guide to call recording laws in Canada has a notice script in English and French.

What do provincial mortgage regulators mean for phone outreach?

Your provincial regulator's rules on licensing, disclosure, advertising and record keeping apply to what you say on a call and what you keep afterward, and a CRM doesn't change them.

Mortgage brokering is licensed provincially: FSRA administers the Mortgage Brokerages, Lenders and Administrators Act, 2006 in Ontario; BCFSA regulates mortgage brokers in British Columbia; the AMF regulates mortgage brokerage in Quebec; and RECA licenses mortgage brokers in Alberta. Check your regulator's guidance before you script calls, run rate promotions by text or decide how long to keep recordings. TopReach doesn't decide what a licensed agent can say or send.

What does TopReach cost for a brokerage?

TopReach prices in US dollars for Canadian and US teams: $55 a seat a month, or $49 billed yearly; a $99-a-month phone license for each person who calls, with 3,000 minutes and both dialer modes; and $10 a month per number. Local presence and AI call summaries are included with the phone license.

Two agents who call and an assistant who doesn't, with two local numbers, pay $383 a month on monthly billing, or $365 with seats billed yearly. There's a 14-day free trial.