UWM Introduces AI-Powered Loan Officer Assistant
Voice-AI tool ensures brokers never miss a call, enhances client engagement
Pontiac, May 15, 2025 – United Wholesale Mortgage (UWM), the nation’s #1 overall mortgage lender, today announced its Loan Officer Assistant (LOA), named “Mia,” an AI-powered virtual assistant designed to streamline client engagement.
Announced today at UWM LIVE!, the largest mortgage broker event of the year, Mia, built by UWM’s in-house technology team, is designed to handle a variety of client engagement touchpoints, including answering inbound calls, making outbound calls, asking and answering questions, taking messages, scheduling appointments and collecting callback information that’s delivered back to the broker through a call summary email.
Mia never takes a day off or even a lunch break, ensuring brokers never have to worry about answering or missing a call. This allows them to focus on other priorities, whether that’s attending an open house event, building relationships with new borrowers, or stepping away to spend time with family and friends.
“Mia answers calls 24/7, 365 and gives brokers the ability to scale their business in ways they never could have imagined,” said Mat Ishbia, President and CEO of UWM. “Consistent follow-up with past clients is one of the biggest challenges loan officers face and Mia handles that for them, from thanking them for their business after a closing, to reaching out to them regularly staying in touch, to calling them when their rate could be lowered and scheduling meetings with their LO. All of this allows clients to scale in a way that’s never been seen in this industry or any other industry.”
This rollout also provides brokers with a dedicated phone number they can use for all communications and marketing touchpoints, if they choose. Additionally, brokers have the flexibility to change Mia's name to better fit their branding needs.
There are three types of automated outbound calls Mia provides:
- After Closing – 20 days after their loan closes, Mia will touch base and remind borrowers of their first payment due date
- General Touchpoint – Mia will check in on past borrowers 180 days after the loan closes and follow up every 90 days to help the LO stay top of mind
- Rate Drop – Mia will notify past borrowers that interest rates have dropped in their favor, and they could be eligible to refinance
Mia will be able to ask and answer key questions, leave voicemails and send conversations summaries. In addition to the automated calls, brokers can select which contacts in bulk they’d like Mia to reach out to at a specific point in time and filter by lead type. Calls will go out instantly and brokers will receive a email summary within minutes, including a recap of how many calls were successful, unsuccessful, or resulted in a voicemail.
This announcement follows the release of UWM’s LE Optimizer (LEO) tool revealed earlier today at UWM LIVE!, which provides a detailed analysis of any Loan Estimate (LE), enabling mortgage brokers to enhance their offers and win more loans. Yesterday, UWM also released six AI-infused solutions, all designed to simplify brokers' workflow, supercharge client relationships and empower them to scale faster and smarter.
UWM supports independent mortgage brokers with industry-leading training, technology and service. For more information on how to sign up as a broker with UWM or join UWM’s network, visit uwm.com.
