Mortgage Loan Processing Support for Brokers
A file missing one document does not close this week, no matter how close the rest of it is.
We staff the conditions chase, the document collection and the status calls with people trained on how a mortgage file actually moves, so nothing stalls the lock for the sake of one missing form.
Sound familiar?
The friction we hear most.
Underwriting conditions do not clear themselves
A list of stipulations sits open because nobody has had time to chase the borrower for the next document on it, and the file stalls quietly while the clock keeps running.
The rate lock has an expiry date and the file does not care
Every day a condition sits uncleared is a day closer to re-locking at a worse rate, and that pressure builds fastest on the files getting the least attention.
Borrowers do not answer emails about paperwork
A bank statement or a letter of explanation sits unread in an inbox for days, when a phone call or a text would have moved it the same afternoon.
Status calls come from both sides of every file, all day
Realtors and borrowers both call wanting to know if the loan will close on time, and answering that question all day is time the loan officer is not spending on the next application.
Who joins your team
Roles we staff.
Conditions Coordinator
Chases outstanding underwriting conditions from borrowers against the stip list until each one clears.
Document Collection Specialist
Gathers and verifies borrower financial documents against what underwriting has asked for.
Status Update Coordinator
Fields realtor and borrower status calls on where a file stands, without discussing rate or terms.
File Intake Coordinator
Opens new loan files, orders verifications and sets up the initial document checklist for processing.
Day to day
What they handle, every day.
- Chase outstanding underwriting conditions against the stip list until the file clears
- Collect bank statements, pay stubs and letters of explanation from unresponsive borrowers
- Track rate-lock expiry dates and flag files at risk of missing the window
- Field realtor and borrower status calls without discussing rate or loan terms
- Order and follow up on verifications of employment and deposit
- Log new loan file intake and confirm the initial document checklist
- Chase signed disclosures and initial loan estimates back from borrowers
- Schedule closings and coordinate document delivery with title and escrow
- Confirm appraisal scheduling and follow up on report delivery
- Flag files stalled on a single missing document before the lock is at risk
- Hand off the day's open conditions and status calls to morning staff
The handoff
Where AI stops. Where we start.
Automation is genuinely faster at the first, predictable touch — that part is not in question. What follows is the moment it runs out of road, and a trained person picks up with the context already in hand.
A borrower has not returned a call about a missing bank statement
Where AI stops
A system can list every outstanding condition against the stip list correctly, every single time, and fire off a reminder the moment one goes stale. It cannot get a borrower who has stopped answering to actually open the text and send the statement before the lock expires.
What our team does
Keeps calling and texting about the specific missing piece until the borrower responds — that persistence is the job, not a process a list can run on its own.
A rate lock is eight days from expiry and two conditions are still open
Where AI stops
A system flags the file against the lock-expiry calendar automatically, so nobody discovers the countdown too late. It cannot decide whether to push the file, extend the lock, or accept a worse rate — that call carries real money and belongs to a licensed person.
What our team does
Gets the two open conditions moving hard enough to make the deadline, and puts a clear choice in front of the loan officer with enough runway left to actually choose.
A realtor calls wanting to know if the loan will close on time
Where AI stops
A system can pull the file status and confirm who owes what without missing a beat. It cannot tell a realtor when a delay is routine paperwork versus the kind of delay that means the deal itself is at risk.
What our team does
Gives a straight, specific answer on timeline, and flags to the loan officer the moment a status update needs to become a real conversation.
A borrower asks whether they should lock now or wait
Where AI stops
A system can recognize this is a rate-strategy question and decline to touch it, cleanly, no exceptions. It cannot judge urgency — that this borrower has been dragging their feet for a week and the window to even ask the question is closing.
What our team does
Passes it straight to the loan officer, but flags exactly how much runway is left so the decision does not get made too late to matter.
Outcomes
What changes.
Files stalled on an uncollected document
Borrower document-chase coverage
Borrower document chase after a stall
What this could save you
Put a number on it.
The outcomes above are what changes operationally. Here's what a role like this is worth in dollars at Mortgage brokers.
What this could save you on Mortgage brokers
Move the numbers to match the role you're costing. The totals below update as you type — no email needed.
US cost, all-in
$70,784/yr
GH cost, all-in
$20,800/yr
Annual saving
$49,984
70.6% lower than staying in-house
Full itemised breakdown
See the six line items that make up the US-side total — payroll tax, benefits, paid leave, equipment, and recruiting — for the numbers above.
No sales call. We'll just send the same breakdown to your inbox.
Every assumption this rests on
These are conservative public US averages — employer payroll tax, benefits load, paid leave, and the rest — not GH Business Solutions' own measured figures. They're disclosed here in full so you can check the arithmetic yourself rather than take our word for it.
| Assumption | Value |
|---|---|
| Employer payroll tax | 9.15% |
| Benefits load | 25% |
| Paid leave | 20 days |
| Workstation and software | $1,500 |
| Cost per hire | $4,000 |
| Annual turnover | 30% |
| GH rate | $10.00 per billable hour (our range is $9-$10 — we cost the top of it here) |
Ready to talk specifics?
Tell us what's piling up. We'll tell you exactly what we would take off your desk.
Getting started
Two weeks, start to finish.
Week one
We map your workflow
A dedicated team lead learns your systems, protocols and escalation rules before anyone takes a live call or opens a live ticket.
Week two
Supervised live coverage
Your new team works real calls and real tasks alongside your staff, with a safety net until every handoff is clean.
Full handover
Coverage runs on its own
By the end of week two the team runs independently, with reporting you can review each morning rather than a queue you have to check.
Compliance & data handling
Built to be trusted with what matters.
- Team never quotes a rate or gives financial or loan advice; loan officers make every call on terms
- Careful handling of borrower financial data with fair-lending-aware communication practices
- Records retention and communication archiving consistent with your obligations
- Confidentiality of borrower and loan file information
Related services
Common questions
Before you ask.
Does the team ever quote a rate or give loan advice?
No. The team chases conditions, collects documents and gives borrowers and realtors a straight status update, and any question about rate, terms or whether to lock is passed straight to your loan officer.
How does the team handle borrower financial documents?
Under records-retention and communication practices consistent with your obligations, with fair-lending-aware care taken over what a non-licensed team member does and does not say to a borrower. Access is limited to the people actually working the file.
Can the team actually get an unresponsive borrower to send documents?
Usually, yes. Persistent calls and texts against the specific item on the stip list get a document moving faster than a single email that sits unread, and every outstanding condition is tracked until the file clears.
What happens when a rate lock is about to expire?
The team flags the file against the lock-expiry calendar early enough to matter, well before the deadline is close. Whether to push the file, extend the lock or re-lock at a new rate is always the loan officer's call, never the team's.
Can the team work inside our loan origination and processing systems?
Yes. The team works inside whatever origination, processing and document systems you already run, using credentials you issue and permissions you control. Nothing is migrated and no new platform is introduced.
How quickly can conditions-chase coverage start?
Two weeks is typical. The first week maps your stip-list process, escalation rules and lock-tracking calendar and trains the team on them. The second runs live coverage supervised alongside your staff before full handover.
There is AI now that tracks loan conditions automatically — why do we still need people chasing borrowers?
Tracking which conditions are still open is a solved problem — a system lists every outstanding item against the stip list without missing one. Getting a borrower who has gone quiet to actually send the bank statement before the lock expires is a different problem entirely. That takes repeated calls and texts from a person who will not let it drop, not a more accurate list.
Also in professional services
We staff the same half of the work here.
Ready to see this running in your business?
Tell us what's piling up right now. We will tell you exactly what we would take off your desk.
Talk to us