Stage Flow
Comes from
App Rec'd — Underwriter reviewed application, called client, ran credit & AML, moved card
Mortgage Options
Moves to
Pre-Approved — rate hold submitted to lender within 1–2 business days of Broker call
Steps
1
Receive booking and paste into deal card
D2-1
When the card moves to Mortgage Options, an automated email fires asking the client to book a Broker call. Client Care receives the booking request, pastes the booking details into the deal card in EP, and cancels the Underwriter's 2-day follow-up activity.
Auto — email to client fires on card move
Client Care
2
Assign file to Broker
D2-2
Once the client has booked, Client Care assigns the file to the Broker in EP so they have visibility before the call.
Client Care
3
Monitor booking — follow up if client hasn't booked
D2-3
Conditional
A 2-day follow-up activity was set at the end of App Rec'd. Most clients book within 24 hours — this activity is a backstop only.
If client has not booked after 2 days
If not booked →
Ask Client Care to send a follow-up email or reach out. Do not create duplicate client contact points.
If booked →
No action needed — Client Care will have cancelled the activity when pasting booking details.
Underwriter
4
Conduct the Mortgage Options call
D2-4
Conditional
Broker reviews mortgage strategy with the client — products, terms, lender fit, and next steps.
Simple deal bypass (Underwriter discretion)
If vanilla deal →
Underwriter may conduct this review during the App Rec'd call and move the file directly to Pre-Approved. No separate Broker call required.
If standard deal →
Broker conducts the call. After the call, Broker sets a rate hold activity for the Underwriter in EP.
BrokerUnderwriter
5
Set rate hold activity for Underwriter
D2-5
After the Mortgage Options call, Broker sets an activity in EP assigning the rate hold submission to the Underwriter. This is the formal handoff for the rate hold.
Broker
6
Submit rate hold to lender — move card to Pre-Approved
D2-6
Conditional
Submit the rate hold to the lender. Every deal exiting Mortgage Options receives a rate hold — there is no separate pre-qualified stage.
Timing
If rates are stable →
Submit within 1–2 business days of the Mortgage Options call.
If rates are moving →
Submit same-day.
After rate hold is submitted: move the card to Pre-Approved.
Underwriter
No steps match the current filters.
Open Gaps
Broker process at this stage not yet documented
Deal type variations not yet documented — strategy call content differs by type
Rate hold submission process by lender not yet linked
Feedback