Intro Call
loans StuComplete within 1 business day of Initial Disclosure issued
Intro Call
loans - Not StuComplete within 1 business day of Initial Disclosure issued
FOLLOW UP CALL
PRE-DECISION
Complete within 2 business days
of lntro Call
INITIAL DECISION CALL
Complete within 1 business day of Initial Decision
FOLLOW UP CALL POST-DECISION
Every 3 business days post-Initial UW Decision Call (45+ day closings: every 5 business days)
SUBMIT FOR FINAL APPROVAL
12 days prior to Closing Date
PRE-CLOSE CALLReview within 48 hours
of Final Approval

If your newly assigned loan was Sent to Underwriting (STU) for Initial UW review, complete the below steps within 1 business day of Initial Disclosures being issued.

1

Complete Intro Call Template and open Consumer Portal

  • Messages Tab: Copy/paste completed template and send message to borrower(s)
  • Empower Notes Button:
    • Subject: Intro Call
    • Description: Copy/paste completed template
    • Note Type: Processing
    • Check Intro Call to update dashboard dates
    • Click Add Note
2

Complete Intro Call with borrower(s) using the Intro Call Guide

3

Complete Processor Notes Job Aid & copy to Dashboard→ Key Dates→ Processor Notes

4

Review Title Invoice & Fees Screen

  • Review current title invoice and verify loan amount and purchase price match Empower
  • Loan changes require an updated title invoice
    • Loan amount change (may impact title policy fee and/or transfer taxes)
    • Purchase Price Change (may Impact title policy fee and/or transfer taxes)
    • Adding or Removing Borrowers from Title (may impact recording fees and/or transfer taxes)
    • Adding Power of Attorney or vesting in Trust (may impact recording fees and/or Settlement Agent Doc Prep Fees)
  • Verify borrower fees are updated on the Fees screen to match current title invoice

If your newly assigned loan was Sent to Processing (STP) because it did not meet the criteria to go direct to underwrite for Initial UW Review, complete the below steps within 1 business day of Initial Disclosures being issued.

1

Review Minimum Submission Checklist and the URLA

  • Review applicable Minimum Submission Checklist to identify if any items are missing
    • Minimum Submission Checklists: CONV | GOVT | JUMBO (not required for CES, VA IRRRL, FHA Streamline, Brokered, or HUD 184A loans)
    • Note: If you finish the checklist before your LPA reviews the file, notify your LPA
  • Verify URLA is complete, accurate and matches documentation in M4 Docs
2

Review Submission Notes in M4 Docs

    3

    Verify 3rd Party Services are Ordered/Received and Update Dashboard → Key Dates

    4

    Review Title Invoice & Fees Screen

    • Review current title invoice and verify loan amount and purchase price match Empower
    • Loan changes require an updated title invoice
      • Loan amount change (may impact title policy fee and/or transfer taxes)
      • Purchase Price Change (may Impact title policy fee and/or transfer taxes)
      • Adding or Removing Borrowers from Title (may impact recording fees and/or transfer taxes)
      • Adding Power of Attorney or vesting in Trust (may impact recording fees and/or Settlement Agent Doc Prep Fees)
    • Verify borrower fees are updated on the Fees screen to match current title invoice
    5

    Add All Additional Loan Participants and Refresh the Drive Report in Empower

    Refer to the Watchlist Alerts to review and clear alerts
    6

    Re-Run AUS (if applicable)

    Review for any condition updates
    7

    Review and link any received documents/conditions

    8

    Complete Income Calculator (if applicable)

    9

    If Items Needed from Borrower:

    • Complete Intro Call Template and open Consumer Portal
      • Requests Tab: Toggle On documents needed to make visible on borrower's To Do's (or Create Request List)
      • Messages Tab: Copy/paste completed template and send message to borrower(s)
      • Empower Notes Button:
      • Subject: Intro Call
      • Description: copy/paste completed template
      • Note Type: Processing
      • Check Intro Call to update dashboard dates
      • Click Add Note
    • Complete Intro Call with Borrower(s) using the Intro Call Guide
    • Complete Processor Notes Job Aid and copy into Dashboard → Key Dates → Processor Notes
    • Once items received, move loan to UW for Initial Review

    If No Items Needed from Borrower:

    • Complete Intro Call Template and open Consumer Portal
      • Messages Tab: Copy/paste completed template and send message to borrower(s)
      • Empower Notes Button:
      • Subject: Intro Call
      • Description: copy/paste completed template
      • Note Type: Processing
      • Check Intro Call to update dashboard dates
      • Click Add Note
    • Complete Intro Call with Borrower(s) using the Intro Call Guide
    • Complete Processor Notes Job Aid and copy into Dashboard → Key Dates → Processor Notes
    • Move loan to UW for Initial Review

    If two days have passed since the Intro Call and there is still no Initial UW Decision, complete the steps below.

    1

    If Items Needed from Borrower:

    • Complete Last Contact Template and open Consumer Portal
      • Messages Tab: Copy/paste completed template and send message to borrower(s)
      • Empower Notes Button:
        • Subject: Last Contact
        • Description: copy/paste completed template
        • Note Type: Processing
        • Check Last Contact to update dashboard dates
        • Click Add Note
    • Complete Follow Up Call with borrower(s) using Follow Up Call Guide: Request missing items
    • Complete Processor Notes Job Aid and copy into Dashboard → Key Dates → Processor Notes
    • Once items received, move loan to UW for Initial Review

      If No Items Needed from Borrower | File in UW:

      • Complete Follow Up Call with borrower(s) using Follow Up Call Guide: Advise borrower the loan is still in UW for an Initial Decision and you will reach out when a decision has been made
      • Open Consumer Portal
        • Messages Tab: Send Follow Up Call recap message to borrower(s)
        • Empower Notes Button:
          • Subject: Last Contact
          • Description: copy/paste recap message sent to borrower
          • Note Type: Processing
          • Check Last Contact to update dashboard dates
          • Click Add Note
      • Complete Processor Notes Job Aid and copy into Dashboard→ Key Dates→ Processor Notes

        Upon completion of an Initial UW Decision (Conditional Approval or Suspended/Incomplete), complete the steps below within 1 business day.

        1

        If Conditional Approval:

        • Review all conditions, verify borrower-viewable conditions are borrower-friendly and docs are linked to conditions
        • Manually send Conditional Approval Letter from Forms Library if not already auto sent
        • Complete Conditional Approval Template and open Consumer Portal
          • Requests Tab: Create any wet sign document requests if needed
          • Messages Tab: Copy/paste completed template and send message to borrower(s)
          • Empower Notes Button:
            • Subject: Conditional Approval
            • Description: copy/paste completed template
            • Note Type: Processing
            • Check Loan Review to update dashboard dates
            • Click Add Note
        • Complete Conditional Approval call with borrower(s)
          • If first contact with borrower, use the Intro Call Guide
          • If Intro Call was previously made with borrower, use below talking points:
            • Verify customer identity (i.e., confirm subject property address and last 4 of SSN)
            • Congratulations, your loan is conditionally approved!
            • Review outstanding items needed on To Do list in secure portal and provide return by date
        • Complete Processor Notes Job Aid and copy into Dashboard → Key Dates → Processor Notes

        If Suspended/Incomplete and Items Needed from Borrower:

        • Complete Suspended/Incomplete Template and open Consumer Portal
          • Requests Tab:  Toggle On documents needed to make visible on borrower's To Do's (or Create Request List)
          • Messages Tab: Copy/paste completed template and send message to borrower(s)
          • Empower Notes Button:
            • Subject: Suspended or Incomplete (as applicable)
            • Description: copy/paste completed template
            • Note Type: Processing
            • Check Loan Review to update dashboard dates
            • Click Add Note
        • Complete Suspended/Incomplete Call as applicable with borrower(s)
        • Complete Processor Notes Job Aid and copy into Dashboard → Key Dates → Processor Notes

        If Suspended/Incomplete and Items Not Needed from Borrower:

        2

        Verify 3rd Party Services are Ordered/Received and Update Dashboard → Key Dates

        3

        Review Title Invoice & Fees Screen

        • Review current title invoice and verify loan amount and purchase price match Empower
        • Loan changes require an updated title invoice
          • Loan amount change (may impact title policy fee and/or transfer taxes)
          • Purchase Price Change (may Impact title policy fee and/or transfer taxes)
          • Adding or Removing Borrowers from Title (may impact recording fees and/or transfer taxes)
          • Adding Power of Attorney or vesting in Trust (may impact recording fees and/or Settlement Agent Doc Prep Fees)
        • Verify borrower fees are updated on the Fees screen to match current title invoice
        4

        Add All Additional Loan Participants and Refresh the Drive Report in Empower

        Refer to the Watchlist Alerts to review and clear alerts
          5

          Review and link any received documents/conditions

          6

          Verify Empower Indicators are all Green

          7

          Review for CD Readiness

          After the Initial UW Decision call is completed, complete the loan review steps below per borrower contact SLAs until ready to submit for Final Approval.

          1

          Note: Loans closing 45 calendar days or greater, complete every 5 business days (vs 3 days)
          ‍
          Confirm Appraisal Delivery to Borrower

          2

          Verify 3rd Party Services are Ordered/Received and Update Dashboard → Key Dates

          3

          Review Title Invoice & Fees Screen

          • Review current title invoice and verify loan amount and purchase price match Empower
          • Loan changes require an updated title invoice
            • Loan amount change (may impact title policy fee and/or transfer taxes)
            • Purchase Price Change (may Impact title policy fee and/or transfer taxes)
            • Adding or Removing Borrowers from Title (may impact recording fees and/or transfer taxes)
            • Adding Power of Attorney or vesting in Trust (may impact recording fees and/or Settlement Agent Doc Prep Fees)
          • Verify borrower fees are updated on the Fees screen to match current title invoice
          4

          Add All Additional Loan Participants and Refresh the Drive Report in Empower

          Refer to the Watchlist Alerts to review and clear alerts
            5

            Re-Run AUS (if applicable)

            Review for any condition updates
            6

            Review and link any received documents/conditions

            7

            Verify Empower Indicators are all Green

            8

            Review for CD Readiness

            9

            If Items Needed from Borrower:

            • Complete Last Contact Template and open Consumer Portal
              • Messages Tab: Copy/paste completed template and send message to borrower(s)
              • Empower Notes Button:
                • Subject: Last Contact
                • Description: copy/paste completed template
                • Note Type: Processing
                • Check Last Contact to update dashboard dates
                • Click Add Note
            • Complete Follow Up Call with borrower(s) using the Follow Up Call Guide: Request missing items
            • Complete Processor Notes Job Aid and copy into Dashboard → Key Dates → Processor Notes

              If No Items Needed from Borrower:

              • Complete Follow Up Call with borrower(s) using the Follow Up Call Guide: Give update on loan status
              • Open Consumer Portal
                • Messages Tab: Send Follow Up Call recap message to borrower(s)
                • Empower Notes Button:
                  • Subject: Last Contact
                  • Description: copy/paste recap message sent to borrower
                  • Note Type: Processing
                  • Check Last Contact to update dashboard dates
                  • Click Add Note
              • Complete Processor Notes Job Aid and copy into Dashboard→ Key Dates→ Processor Notes
              • If loan is Suspended/Incomplete: Move loan to UW for review
              • If loan is Conditionally Approved: Once you receive all PTDs, refer to ‘Submit for Final Approval’ steps below

                If loan has all PTD conditions, complete the steps below to submit for Final Approval.

                1

                Confirm Appraisal Delivery to Borrower

                2

                Verify 3rd Party Services are Ordered/Received and Update Dashboard → Key Dates

                Verify VOE meets timing requirements per program and revalidate as necessary
                3

                Review Title Invoice & Fees Screen

                • Review current title invoice and verify loan amount and purchase price match Empower
                • Loan changes require an updated title invoice
                  • Loan amount change (may impact title policy fee and/or transfer taxes)
                  • Purchase Price Change (may Impact title policy fee and/or transfer taxes)
                  • Adding or Removing Borrowers from Title (may impact recording fees and/or transfer taxes)
                  • Adding Power of Attorney or vesting in Trust (may impact recording fees and/or Settlement Agent Doc Prep Fees)
                • Verify borrower fees are updated on the Fees screen to match current title invoice
                4

                Verify Empower Indicators are all Green

                5

                Review for CD Readiness

                6

                Bundle Draft Documents and ensure all necessary documents are included

                7

                Review Loan Dates

                • Settlement Date: On or after Earliest Allowable Closing Date
                • Lock Expiration Date: Not expired prior to funding
                • Approval Expiration Date: Not expired prior to funding
                8

                Confirm all data on Loan Disclosure is accurate

                9

                Verify Escrow Screen entry is accurate for Taxes/Insurance/HOA Dues

                10

                If Purchase, verify Realtor and Seller Information are accurate

                Buyer Realtor | Seller Realtor | Seller(s) match contract
                11

                Verify Contact Information Screen is accurate

                • FHA/VA/USDA Loans: Verify Agency Case Number is present, and the FHA ADP Code is accurate
                • Property Address: Matches documents in M4 Docs
                • Primary Borrower: Name matches vesting provided by title and email address present
                • If Co-borrower: Name matches vesting provided by title, In Title box is CHECKED & email address present
                • If Co-Signor: Name matches vesting provided by title, In Title box is UNCHECKED & email address present
                • If Interested Party: Entry is completed accurately
                12

                Verify Vesting Information Screen is accurate

                13

                Verify AKAs for All Parties on Title are entered on Alias Information Screen

                14

                Verify Property Information Screen is accurate

                • Flood Certificate # is present
                • Enter Condo/PUD Name from appraisal (if applicable)
                • Enter Legal Description (Short Legal Description, URLA Legal Description and Security Instrument Legal Description)
                15

                Verify Closing Date and Disbursement Date are accurate on Closing Details

                16

                Add All Additional Loan Participants and Refresh the Drive Report in Empower

                Refer to the Watchlist Alerts to review and clear alerts
                17

                Re-Run AUS (if applicable)

                Review for any condition updates
                18

                Review and link any received documents/conditions

                19

                Move loan to UW for Final Approval

                Once loan has Final Approval, complete the steps below to submit for Docs.

                1

                Complete Pre-Close Template and open Consumer Portal

                • Messages Tab: Copy/paste completed template and send message to borrower(s)
                • Empower Notes Button:
                  • Subject: Pre-Close
                  • Description: copy/paste completed template
                  • Note Type: Processing
                  • Check Est CD Review Call to update dashboard dates
                  • Click Add Note
                  2

                  Complete Pre-Close Call with Borrower using the Pre-Close Call Guide

                  3

                  Review Borrower Tax Returns (if applicable)

                  If copy of borrower's tax returns are in file:
                  • Review address listed on most recently filed tax return and ensure address matches borrower’s current address on URLA
                  • If address does NOT match, make sure address is listed in section 1a (former address) of the URLA and update 4506C form in Empower to match address of last return
                  4

                  Verify Empower Indicators are all Green

                  If Red CD, escalate to closer to review and remedy
                  5

                  Verify VOE meets timing requirements per program and revalidate as necessary

                  6

                  Run ComplianceEase or Mavent as applicable & confirm clear results (CE = Minimal | Mavent = Pass)

                  7

                  Request Closing Docs

                  • Enter Doc Ordered date in Closing Details screen
                  • Push to Docs queue
                  8

                  Complete Processor Notes Job Aid and copy into Dashboard → Key Dates → Processor Notes

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