Overview› During Phase› App Rec'd
● During Phase — D1

App Rec'd

Underwriter reviews the application, calls the client, confirms credit and AML, makes submission-ready notes, and moves the file to Mortgage Options.

Deal type
My role
Stage flow
Trigger in
File enters Waiting Room board — Underwriter receives notification and moves card to App Rec'd
D1 — App Rec'd
Trigger out
Application reviewed, credit & AML complete, notes made → move to Mortgage Options (or Pre-Approved for simple deals)
Important — what changed

Document collection has moved upstream. The Underwriter no longer sends document requests or chases documents at this stage. That is handled in Doc Collection by Client Care. By the time the file reaches App Rec'd, the application is ~80% complete with most documents in.

Steps
1
Receive notification and move card
D1-1
Receive system notification that a file has arrived in the Waiting Room. Move the card to the App Rec'd column in EP.
Underwriter
2
Review the full application in EP
D1-2
Check employment, income, credit profile, and any notes from the doc-collection stage before making the client call.
Underwriter
3
Call the client
Conditional D1-3
Introduce yourself and go over the application. Average call is ~10–15 min (calendar blocks for 30 min). Cover: employment, income, credit, AML, and any missing documents.
Client availability
If available → Conduct the full review on the call.
If unavailable → Book a follow-up using the booking link — offer to schedule on the call or email the link for self-booking.
Deal complexity — bypass
If straightforward deal → Conduct the mortgage options review during this call and move directly to Pre-Approved. No separate Mortgage Options call required. Skip to Step 7.
If standard deal → Proceed through steps 4–8. Client will book a Mortgage Options call with the Broker.
Underwriter
4
Run credit and AML
D1-4
Run credit check and AML (Anti-Money Laundering) check — before or during the client call.
Underwriter
5
Note any missing documents
Conditional D1-5
Review what's been collected. Not all documents need to be in before proceeding.
Missing document severity
If non-blocking → Note the missing items in the deal card and continue. Do not delay the file for documents that won't hold up the Mortgage Options call.
If significant docs missing → Flag to Broker before proceeding. Do not advance the file until the gap is acknowledged.
Underwriter
6
Make notes using the submission notes template
D1-6
Document findings in the submission notes template format — the same structure used when submitting to a lender. At submission, notes only need updating, not rewriting. Focus on income, employment, and credit summary.
Underwriter
7
Move card to Mortgage Options
D1-7
Move the card to the Mortgage Options column. This triggers an automated email to the client to book a call with the Broker.
⚡ Auto — booking email fires on card move
Underwriter
8
Set 2-day follow-up activity
Conditional D1-8
Set a follow-up activity for 2 days out to confirm the client has booked with the Broker.
Booking outcome
If client books → Client Care receives the booking, pastes the details into the deal card, cancels this activity, and assigns the file to the Broker. No further action needed. (This is the expected path — most clients book within 24 hours.)
If not booked after 2 days → Underwriter asks Client Care to follow up with the client directly. Do not create duplicate client contact points.
Underwriter Client Care
No steps documented yet for this filter combination — variations will be added as they're confirmed.
Still to document
Deal type variations — New Purchase, RST, Refinance, Pre-approval inquiry
Client Care steps at this stage (upstream setup tasks)
Submission notes template — link or embed
Credit and AML reference — link to Compliance Reference