Stage Flow
Comes from
Underwriting + Submitted — lender issued commitment (conditional approval)
Commitment
Moves to
Final Approved — all conditions removed · or · New Builds column (New Build deals)
e-Signing platform: HelloSign (EP-integrated). DocuSign is no longer in use. All e-signing goes through HelloSign.
Role clarity: The Underwriter conducts the commitment review call — not the Broker.
Steps
1
Download and pre-fill commitment forms
D6-1
Download the commitment and the following forms: broker consent pad forms, suitability form. Pre-fill all forms. Highlight 5 key details on the commitment (standard practice — ensures the client's attention is drawn to critical terms).
Underwriter
2
Update the outstanding conditions checklist
D6-2
Go through the commitment's conditions list. Add all outstanding conditions to the conditions checklist in the deal card in EP.
Underwriter
3
Upload documents to client portal
D6-3
Upload the pre-filled commitment and supporting documents to the client document portal in EP.
Underwriter
4
Send the conditionally approved email
D6-4
Conditional
Send the client the conditionally approved email — includes confirmation of approval and outstanding items required to finalize the mortgage.
Automation check
If auto email fires on card move →
Confirm whether the automation covers this step or if a manual email is also required. Gap — not yet confirmed.
If no automation →
Send manually using the Conditionally Approved email template.
Underwriter
5
Call the client — review commitment
D6-5
Call the client to walk through the commitment. Cover: explain the conditional approval and what it means; confirm payment frequency; confirm which branch they want the mortgage placed at; answer any client questions.
Role clarity: The Underwriter conducts this call — not the Broker.
Underwriter
6
Send e-signing package via HelloSign
D6-6
Send the e-signing package to the client through HelloSign (EP-integrated). The package includes the commitment, broker consent pad forms, and suitability form.
HelloSign only. DocuSign is no longer in use. Do not use DocuSign for any new packages.
Underwriter
7
Set follow-up activities
D6-7
Set activities in EP to follow up on: e-signing package returned; outstanding condition documents from client; appraisal progress (if applicable).
Underwriter
8
Chase conditions — upload to lender portal
D6-8
As conditions are met (e-signing returned, client documents received, appraisal complete), upload them to the lender portal. Continue following up with the client on any outstanding items.
Underwriter
9
All conditions met — move card to Final Approved
D6-9
Conditional
When all conditions are removed by the lender, move the file forward.
Outcome routing
If standard deal →
All conditions removed by lender → move card to Final Approved.
If New Build →
Move card to New Builds column — do not chase conditions through standard Commitment. New builds are in progress for much longer and tracked separately.
Underwriter
No steps match the current filters.
Open Gaps
Confirm whether automated conditionally approved email (Step 4) replaces or supplements manual send
Deal type variations not fully documented (Refi, Switch/Transfer)
New Builds process at this stage not yet documented in detail
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