Oscar Originator
In-House Originator
Oscar is a loan originator working in the call center
of a financial institution. He has worked at the
company in several areas, and has been in the call
center for three years. He is comfortable with
computers and technology, and is familiar with his
company's systems. He gets frustrated that all the
systems he needs to use in the course of his job are
not integrated, and would like Case File Manager to
accept information from the company's LOS, as well
as download information to it.
A salaried employee who also benefits from incentives,
Oscar spends a lot of time counseling borrowers, and
they appreciate the time he takes to explain their
options. His main goal is to get the borrower the best
deal. ("I sell solutions," he likes to say.) His clients see
him as an extension of the company, one that adds
value to their relationship with it. Because he spends
a lot of time counseling, the ability to enter borrower
and loan data quickly, to get product and pricing
options quickly, is very important. Consequently, he
wants to see only the data fields that pertain to the loan
he is working on. He wonders if being able to collect the
data on one long screen, instead of having to go from
screen to screen, could speed up the process.
On average, Oscar uses Case File Manager half of the day.
Although his main concern is the getting the borrower
registered and locked, Oscar works closely with the
company's processors and is happy to stay involved with
the loan during processing, in case there are changes
that could cause new pricing. Consequently, he would
like anyone who touches the case file to be able to access
a Notes section, to communicate important changes,
reminders, etc.
Betty Broker
Third-Party Originator
Betty is a broker who has a lot of sales experience,
but is fairly new to the mortgage business.
Because she works for a net branch brokerage, she
has the backing of a well-known company, and
has quickly been able to build a reputation in the
realtor community of being able to get a deal done
quickly. For her, time is money, and she manages to
make a good amount while still getting the borrower
a pretty good deal. ("I sell money," she likes to say.)
She is perceived by borrowers as an independent
advisor who can provide a lot of options.
When Betty meets a borrower, she wants to see their
credit report as soon as possible, to figure out what
kind of loan product would be best for them, and for
her. She uses the information on the credit report,
along with any preferences that the borrower has told
her about (loan-type preferences, how long they plan
to be in the house, etc.), and selects the lender and
product she thinks will work best for both sides.
Sometimes she takes data from the borrower over the
phone, writing it down and entering it later into Case
File Manager; sometimes she asks the borrower to fill
out the information on paper and send it to her, and
then enters the data into Case File Manager. Because
she is relatively new to the mortgage business, and
sometimes guides the borrower through an applica-
tion, she prefers a "guided interview" approach for the
onscreen application, rather than a single, long form.
Betty likes working with people more than computers,
but understands that technology is necessary to get her
job done. She doesn't get paid until a loan closes, and
referrals are a main source of business for her, so it's
very important that she be able to monitor her pipeline
and track where each loan is in the process. On average,
she uses Case File Manager a third of the day. She would
like it to automatically send and receive loan data to and
from her LOS. Having the ability to export data from Case
File Manager and then import it into her LOS - or vice
versa - would be a big time saver for her.
Paul
Processor
Paul, who has been processing loans for the same
company for long time, is very detailed-oriented
and organized. He likes to have control of the loan
process and of his loan files, and gets frustrated
when the originators are able to change things in a
file after he's started working on it. Consequently,
he would like to be able to lock the originators out
of the loan files after the loan has been registered.
This is especially important with third-party
originators, because he can't monitor or influence
their loan process as closely as he can with his
company's in-house originators.
On average, he uses Case File Manager 40 percent of
the day. Because the bulk of his work in Case File
Manager involves quality control - reviewing loan
data and comparing it to information received from
borrowers and third parties (appraisers, title
companies, etc.) - he would like to be able to see all
of the information on one page. Case File Manager
has enabled him to take on many aspects of
underwriting, including dealing with appraisals. He
frequently updates key data elements during
processing, and works closely with originators if the
changes affect the borrower's approved products or
pricing. He also occasionally works directly with
borrowers, counseling them on their choices if data
changes cause a change in pricing or approval status.
Paul prints multiple documents from Case File Manager
and includes them in the borrower's file. He would like
a separate area in the application that would allow him
to print the documents he needs with just a few clicks.
Paul has seen the company and his role change with
the increasing use of technology. Though he is
comfortable with his company's IT systems, he is not
fond of change, but will embrace it when it makes his
job easier, and when it allows him to expand into other
areas (such as some aspects of underwriting).
Chris
Closer
Chris is relatively new to the mortgage
business, having worked as a closer for
about one year, and spending six months
prior to that in the post-closing department.
Her job as a closer involves reviewing all of
the data in her LOS and comparing it to the
data in Case File Manager, making sure that
everything matches. If it does not, and the
changes involve more than minor tweaks
to the property address, to the borrower's
name, or to the payoff amount for
refinances - updates that can be reconciled
on Case File Manager's Closing Data
page - she sends the file back to the
processing department, to be updated and
re-underwritten. If the data does match, she
prints the closing docs and sends the wiring
instructions.
Chris prints out all of the summary pages from
Case File Manager to use when comparing its
data to the data in her company's LOS, and
would like a separate area in Case File
Manager that would allow her to print the
documents she needs with just a few clicks.
Because her role involves QC and reviewing
loans, she would like to be able to see all of
the loan-application information on one page.
On average, Chris uses Case File Manager 20
percent of the day.
Sandra
Supervisor
Sandra has been a supervisor for two years.
Over the course of her career, she has
worked as an originator, processor, and
underwriter for other companies. She now
oversees the originators and processors,
handling staffing for those areas and
overseeing their training. Though she does
not usually create loans, she will do so on
occasion. She frequently helps the
originators and processors resolve issues
with loans that they are working on, and
steps in to work on loans when someone
is out sick. Because of this, and because of
her responsibilities and goals as a manager,
she needs to be able to see all case files in
the business sources she's assigned to,
rather than only the case files that she's
originated.
Sandra's use of Case File Manager varies on a
daily basis, depending on the needs of each
day. Her daily tasks also vary, as does her
preference on how she wants to view and
navigate through the application.
 SCENARIOS
1. Import a loan to create a new casefile

HOME PAGE LOAN APPLICATION

LOGOUT
MY ACCOUNT QUICK FORMAT
PREFERENCES
WINDOW
Case File
EXPLORER UI

?
Seach | Open

Take Loan Application

Quick Format | Wizard Format
IMPORT CASEFILE
Pipeline
View | Manage Click the button import
Print Docs Pull Credit

Locate the .CVS file in your

local hard disk. And import.

Pre-populate the CFM screens with imported data.

New case file created?

2. First time user. Fact finding - check credit worthyness. Perspective borrower, ready for 10 mins application).

HOME PAGE PULL CREDIT CREDIT REPORT LOAN APPLICATION REVIEW APPLICATION UNDERWRITE
LOGOUT
MY ACCOUNT
QUICK FORMAT RESULTS
PREFERENCES Personal Information

Case File Name

Nav
Seach | Open SSN Loan Loan
UNDERWRITE
Property
Borrowers & Credit Pull

Take Loan Application Address Income

Conditions
Oscar Originator
Assets

Quick Format | Wizard Format

Street
City LOAN APPLICATION CHOOSE PRODUCT & PRICE LOAN
Debts
Additional Data

State
Zip Code
UWP Results
Choose Product
Choose Rate/Point
Rate-Point
Pipeline
SET Closing Data
Negotiate Lock
Combination
In-House Originator View | Manage

Print Docs Pull Credit

Oscar is a loan originator working in the call center

of a financial institution. He has worked at the Steps:
company in several areas, and has been in the call Either start with pull credit Enter minimum borrower Credit report pulled. Check By default, Prospan will Review Application data Loan ready to be locked
center for three years. He is comfortable with or Take a new application information to pull credit is borrower interested in taking take you to Quick Loan andcomplete those required Time to send 3 day package
10 minutes to complete the screen -- a long screen, that you might have missed.
computers and technology, and is familiar with his
loan application. Click "Start Loan withonly required screens Choose product set, which
company's systems. He gets frustrated that all the Application" button on the page. to befilled out. However, will go through underwriting.
systems he needs to use in the course of his job are you have to answer few
not integrated, and would like Case File Manager to questions upfront (Loan
accept information from the company's LOS, as well Type, etc. ?!)
as download information to it. Once you locate the casefile, it will open the case file
3. Open an existing case file. Modify. Check Rates. Register and lock loan. Create 3-Day package. a wizard interface. You can switch between loan app
views (wizard to Quick Loan, and visa-versa) anytime.
A salaried employee who also benefits from incentives,
Oscar spends a lot of time counseling borrowers, and
they appreciate the time he takes to explain their
HOME PAGE SEARCH CASE FILE LOAN PROPERTY BORROWER INCOME ASSETS DEBTS
options. His main goal is to get the borrower the best LOGOUT LOGOUT

deal. ("I sell solutions," he likes to say.) His clients see

MY ACCOUNT
PREFERENCES
SEARCH RESULTS
MY ACCOUNT
PREFERENCES
LOGOUT Nav Nav Nav Nav Nav Nav
Case File Loan Personal Information Loan Personal Information Loan Loan Loan Loan
MY ACCOUNT Property Property

him as an extension of the company, one that adds

Property

Add/Remove
Property Property Property
Borrowers & Credit Pull Borrowers & Credit Pull
Seach | Open PREFERENCES Borrowers & Credit Pull Borrowers & Credit Pull Borrowers & Credit Pull Borrowers & Credit Pull
Income
Assets
Income
Assets
Income
Assets
Income
Assets
Income
Assets
Income
Assets Pre-filled with
Debts Debts Debts
Borrower Debts Debts Debts
REVIEW APPLICATION
value to their relationship with it. Because he spends
Additional Data Additional Data Additional Data Additional Data Additional Data
Take Loan Application Additional Data
UWP Results UWP Results

Quick Format | Wizard Format

UWP Results
Choose Product
Choose Rate/Point
UWP Results
Choose Product
UWP Results
Choose Product
Choose Rate/Point Export to Excel
Choose Product
Choose Rate/Point
Closing Data
Choose Product
Choose Rate/Point
Closing Data
UWP Results
Choose Product
Choose Rate/Point
credit
Choose Rate/Point Closing Data Closing Data

a lot of time counseling, the ability to enter borrower

Closing Data Closing Data Negotiate Lock Negotiate Lock
Govt. Monitoring Data Negotiate Lock Negotiate Lock

Pipeline
Negotiate Lock Negotiate Lock Govt. Monitoring Data Export to PDF report data
View | Manage

and loan data quickly, to get product and pricing Print Docs Pull Credit

options quickly, is very important. Consequently, he

wants to see only the data fields that pertain to the loan
he is working on. He wonders if being able to collect the
data on one long screen, instead of having to go from Search Case Files. Locate the one you want to work on from the Search
screen to screen, could speed up the process. Results page. You can narrow down, byAdvance Search, or sort the results REVIEW APPLICATION
withdiferent facets of Loan Information, by clicking the table headers.
On average, Oscar uses Case File Manager half of the day. LOAN REGISTRATION
LOAN SUMMARY UNDERWRITE
Although his main concern is the getting the borrower PRINT DOCS RESULTS CHOOSE PRODUCT
registered and locked, Oscar works closely with the ALL SET
Nav
company's processors and is happy to stay involved with Credit Report
Nav
Loan Loan Loan Loan Nav
Loan
LOAN SEND TO Underwriting Conditions Property
Borrowers & Credit Pull
Property
Borrowers & Credit Pull

REGISTER LOAN
Loan
Property
UNDERWRITE
Pre-Approval Letter
3 DAY PACKAGE
Income
Summary Income
Summary Borrowers & Credit Pull
Income
Conditions
the loan during processing, in case there are changes
Assets
Disclaimers
& PRICE LOAN
Assets
Assets

PROCESSING Borrower Information Summary

Closing Data
Debts
Additional Data
Debts
Additional Data Debts
Additional Data

Rate-Point
UWP Results UWP Results
Choose Product UWP Results
Choose Product
Approval Letter
that could cause new pricing. Consequently, he would Lock Options
Choose Rate/Point Choose Product
Choose Rate/Point
Choose Rate/Point
Good Faith Estimate Closing Data Closing Data
Closing Data

Combination
Negotiate Lock Negotiate Lock
Truth in Lending Negotiate Lock

like anyone who touches the case file to be able to access Payment
a Notes section, to communicate important changes, If you made any chage to
the application information,
reminders, etc. and system triggers
re-underwriting, you will
Loan Summary page confirms the You can register a Loan if result of underwriting If you underwrite the loan, this screen will
come to this screen. This
Locked and Registered Loan the loan returned as "Approved". show the "Loan Approval", "Conditions", etc.
screen also allows you to
information. Only at this part of the Before you proceed with registration, you will This screen will also present you with Rate Point
choose new product sets.
Loan Origination Process can Originator have to choose Lock Option (to lock, float, etc.) Combinations of various Mortagege Products
prepare the 3-Day package to be send
over to Borrower.
NAVIGATION AND INTERACTION MODAL

PULL CREDIT CREDIT REPORT

Personal Information
Name

SSN

Address
Street
City
State
Zip Code

SEARCH
PRINT DOCS
ALL
OPEN EXISTING
Credit Report
Underwriting Conditions
Pre-Approval Letter
LOAN APPLICATION
Disclaimers
Borrower Information Summary
Closing Data
Approval Letter
Good Faith Estimate
Truth in Lending
PULL CREDIT NEGOTIATE LOCK PRINT REPORT
Additional UI features
Joint Credit
Re-Pull Credit

RATE POINT Actions

HOME PAGE LOAN APPLICATION COMBINATION - Lock/Relock
LOAN PROPERTY BORROWER INCOME ASSETS DEBTS
LOGOUT
MY ACCOUNT
WIZARD /Float Loan
PREFERENCES

Case File Nav Nav

- Save & Close
Nav Nav Nav
LOGIN Seach | Open
Loan
Property
Personal Information Loan Personal Information Loan Loan Loan
Nav
Loan
Case file
Add/Remove
Property Property Property Property
Borrowers & Credit Pull Property
Borrowers & Credit Pull Borrowers & Credit Pull Borrowers & Credit Pull Borrowers & Credit Pull
Income Borrowers & Credit Pull

Pre-filled with
Income Income Income Income

- Back
Assets Income
Assets Assets
Take Loan Application Assets Assets

Quick Format | Wizard Format

Debts
Additional Data
Debts
Additional Data
Debts
Additional Data
UWP Results
Borrower Debts
Additional Data
Debts
Additional Data
Assets
Debts
Additional Data
UWP Results UWP Results

credit
UWP Results UWP Results
Choose Product
Choose Rate/Point
UWP Results
Choose Product
Choose Rate/Point
Choose Product
Choose Rate/Point
Closing Data
Export to Excel Choose Product
Choose Rate/Point
Choose Product
Choose Rate/Point
Choose Product
Choose Rate/Point
Pipeline Closing Data Closing Data
Closing Data Closing Data Closing Data
Govt. Monitoring Data Negotiate Lock

View | Manage
Negotiate Lock Negotiate Lock Govt. Monitoring Data Export to PDF Negotiate Lock Negotiate Lock Negotiate Lock

report data
Print Docs Pull Credit

Main Tasks: Reports

- BIS
LOAN APPLICATION LOAN SUMMARY - GFE
Case Files QUICK FORMAT REVIEW APPLICATION - TIL
Search, Open - Credit report
Review Loan: Nav
Loan
Property
Loan - Closing data
Loan Application It is an intermediate
Borrowers & Credit Pull
Income
Assets
Debts
Additional Data
Summary - Loan Summary
Quick Wizard UNDERWRITE UWP Results

state before UWP. REVIEW APPLICATION Choose Product

Choose Rate/Point

Actions
Closing Data

RESULTS Negotiate Lock

Pipeline Reports - Register Loan

View Manage ? Nav
Loan Loan - Approval Letters - Save & Close
- Loan Conditions
Property
Borrowers & Credit Pull

Print Docs What should the UNDERWRITE Income

Assets
Debts
Conditions Case file
CHOOSE PRODUCT & PRICE LOAN
Additional Data
UWP Results
Rate-Point - Check Rates
Pull Credit button be called? SET
Choose Product
Choose Rate/Point
Closing Data
Actions
Negotiate Lock
Combination - Lock Loan
Buttons on the
- Save & Close Reports
VIEW PIPELINE previous pages -- LOAN REGISTRATION
Case file - Approval Letters
Secondary Tasks: MANAGE PIPELINE
UW/Review? - Next/Back - Closing data
Nav
Loan - Credit report
?
Loan

My Account Property
Borrowers & Credit Pull
Income
Summary - BIS
REGISTER LOAN
Assets
Debts

Preferences
Additional Data
UWP Results - Loan Conditions
Long scrollable list of Choose Product
Choose Rate/Point

Lock Options Actions

Closing Data

Logout
Negotiate Lock

completed application
Payment - Register Loan
with lighlighted feilds - Save & Close
to be filled? Case file

How would user

access to this screen
Additional UI features (to change products)
Export to Excel after UW?
Export to PDF
Open in a New Window
 LOAN APPLICATION
Separating them by
QUICK FORMAT
Form Button, Plain HTML LInk, Icons Features
Placements, Header, Above/Below form, Left Navigation Import Case File
Loan Loan
Color Differnt color to signify state, command types Property Export Case File
[Credits towards purchase]
States Active, Inactive Borrowers
LOAN PROPERTY BORROWER INCOME ASSETS DEBTS

Nav Nav Nav Nav Nav Nav

Income
Loan Personal Information Loan Personal Information Loan Loan Loan Loan
Property Property Property Property Property

Switch to Wizard
Borrowers & Credit Pull Property
Borrowers & Credit Pull Borrowers & Credit Pull Borrowers & Credit Pull Borrowers & Credit Pull
Income Borrowers & Credit Pull
Income Income Income Income
Assets Income
Assets Assets Assets Assets
Debts Assets
Debts Debts Debts Debts
Additional Data Debts
Additional Data Additional Data Additional Data Additional Data Additional Data
UWP Results UWP Results UWP Results

Assets
UWP Results UWP Results UWP Results
Choose Product Choose Product Choose Product
Choose Product Choose Product Choose Product
Choose Rate/Point Choose Rate/Point Choose Rate/Point
Choose Rate/Point Choose Rate/Point Choose Rate/Point
Closing Data Closing Data Closing Data
Closing Data Closing Data Closing Data
Negotiate Lock Govt. Monitoring Data Negotiate Lock Govt. Monitoring Data
Negotiate Lock Negotiate Lock Negotiate Lock Negotiate Lock

Navigatioanl Means Debts

Addl. Data Property
Main Tasks
Loan
Property
Borrowers
Income Borrowers
Assets [Credit Pull] [Add] [Remove] Borr. SWITCH MODE -- FROM QUICK LOAN TO WIZARD & VISA VERSA

Debts
Addl. Data

External Links Additional UI features Income Critical Issues for Design

My User Account Export to Excel Dynamic Screen:
Change Password Export to PDF How much variances can we afford -
User Preferences Open in a New Window -- Purchase, Refi, ..?
Today's Rate Assets -- Credit Pulled...?
Glossary -- Add/Remove Borrower...?
Help [?]
Calculators Only Required stuffs? Or complete list?
Debts - Allow switching between these two modes?
Logout [View Report], [Add REO Debt]
1003 form?
Additional Data
Contextual Actions (Commands/links)
Overall Borrower
Ok/Cancel Add Borrower
Save/Cancel Remove Borrower Underwrite and Price
Next/Back Pull Credit [Borrower Information Summary]
Save & Close Debt
Loan Review View Credit Report
Underwrite Add Real Estate Debt
etc. UWP
Borrower Information Summary

Save
Close
Underwrite?
 PIPELINE MANAGER
VIEW PIPELINE PIPELINE MANAGER is
MANAGE PIPELINE
SUPERVISOR'S admin
Separating them by View Pipelines
module to see/manage
Form Button, Plain HTML LInk, Icons My Pipeline his team's pipeline
Placements, Header, Above/Below form, Left Navigation Team Member 1
Color Differnt color to signify state, command types
Team Member 2
States Active, Inactive
Team Member 3

Team member 4
Navigatioanl Means ...

...
Main Tasks
...
Loan
Team Member N
Property
Borrowers
LOAN PIPELINE
Income PIPELINE MANAGERS PIPELINE SETTINGS
Assets TITLE 1 TITLE 2 TITLE 3 TITLE 4 CANCEL APPLY
Debts
Addl. Data

External Links Additional UI features

PIPELINE SETTINGS
My User Account Export to Excel
Change Password Export to PDF PIPELINE SETTING is Business Sources View Columns
User Preferences Open in a New Window available to every user.
Title 1
Today's Rate This will allow user to
Title 2
Glossary filter loans depending
Help [?] on Business Sources, Title 3

Calculators Criterions such as Title 4

"time frame", "loan ...
staus", etc. User will also
Logout Criterion ...
have access to how
Time Frame ...
many columns he wants
Status
to display on the main ...
Contextual Actions (Commands/links) ...
ipleline console. Title N
...
Overall Borrower
Ok/Cancel Add Borrower
Save/Cancel Remove Borrower
Next/Back Pull Credit
Save & Close Debt CANCEL APPLY

Loan Review View Credit Report

Underwrite Add Real Estate Debt
etc. UWP
Borrower Information Summary