Processors stopped chasing paperwork and got back to closing loans.
A mortgage team was losing whole afternoons to document requests, status calls and re-keying the same borrower data. We took that work off their desks.
The business
An independent mortgage team with a handful of loan officers and processors, growing faster than they could hire.
Where the hours went
- Every new file meant emailing the borrower a list of documents, then following up again and again until everything arrived.
- Borrowers and agents called for status updates that a processor had to stop and look up.
- The same borrower details were typed into the application, the file checklist and a tracking spreadsheet.
Who does what now.
A personRuns itself
- Requesting borrower documentsWas done by processor, now automated.Requests go out the moment a file opens, with reminders until each item arrives.
- Answering "where is my loan?"Was done by processor, now automated.Borrowers and agents get an update at every milestone, without anyone looking it up.
- Setting up a new fileWas done by processor, now automated.Intake details flow into the checklist and tracker once, with no retyping.
- Looking up guideline questionsWas done by loan officer, now assistant.An assistant trained on the team’s own guidelines and overlays answers in seconds.
- Reviewing conditions and exceptionsStays with processor.Judgment calls stay with people, now with the time to make them.
What we built.
Document collection workflow
Tailored request lists by loan type, automatic reminders and a running checklist of what is still outstanding.
Milestone updates
Plain-language messages to borrowers and referral partners when a file moves forward.
Guideline assistant
A private assistant that knows the team’s products, overlays and processes, and answers staff questions on demand.
What's different for the team.
- Processors start the day with the files that need a decision, not a pile of follow-ups.
- Borrowers hear about progress without having to call.
- New files are set up once, correctly, the first time.