Common Questions
Can borrowers save and return later?
Pre-Qualification:
- Session saved at Step 5 (Contact Info) when account created
- Can return anytime, logs back in automatically
- Progress saved at each step
Full Application:
- All progress auto-saved
- Can complete over multiple sessions
- Return via email link or login
What if a borrower gets stuck?
Self-Service Options:
- Help text on each page
- FAQ links
- Contact Loan Officer button
Support Options:
- Call/email Loan Officer
- Live chat (if enabled)
- Support team can view application and assist
Can information be changed after submission?
Pre-Qualification: Can go back and change most information before accepting offer
Full Application:
- Before submission: Can edit any step
- After submission: Must contact Loan Officer or Processor to make changes
- Some changes may require re-running automated checks
What happens if borrower abandons application?
Pre-Qualification:
- Marked as abandoned after 30 days of inactivity
- Loan Officer may follow up via email/phone
- Can restart anytime
Full Application:
- Processor follows up if incomplete
- Marked inactive after 45-60 days
- Can be reopened if borrower returns
For Support Staff: Helping Borrowers
Most Common Support Requests
"Where am I in the process?"
- Check application status in portal
- Tell them current step and what's next
"Why was I denied?"
- Look up denial reason in AUS execution tab
- Explain in simple terms (see AUS documentation)
"How do I upload documents?"
- Guide to dashboard after submission
- Walk through upload process
"What is this condition asking for?"
- Read condition text
- Explain what documentation is needed
"When will I close?"
- Check underwriter status
- Provide estimated timeline based on current stage
Where to Find Information
Borrower Status: Portal → Borrowers → Search by email/name
Denial Reason: Borrower Details → AUS Execution tab
Application Progress: Borrower Details → Application Summary tab
Documents Uploaded: Borrower Details → Documents tab
Outstanding Conditions: Borrower Details → Conditions tab
Communication History: Borrower Details → Communication Logs tab
Questions?
For borrower-specific questions, look up their application in the portal.
For process questions, refer to this document or contact your team lead.