Customer communication and status updates

Step-by-Step Breakdown

Detailed explanation of each automated stage in the workflow.

1. 1

   Trigger

   Detect loan status change

   Monitor Encompass for any status updates on active loan applications. System captures the new status, loan details, and borrower contact information.

   Encompass by ICE Mortgage Technology
2. 2

   Action

   Retrieve borrower communication preferences

   Pull borrower's preferred communication method (email, SMS, phone) and contact details from the loan origination system. Gather any special instructions or restrictions.

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3. 3

   Decision

   Determine communication type required

   Evaluate the status change to decide if this requires immediate notification, standard update, or document request communication. Branch workflow based on urgency level.

   Encompass by ICE Mortgage Technology
4. 4

   Action

   Generate personalized status message

   Create customized communication content based on loan status, borrower name, and next steps required. Include relevant documents, timelines, and action items.

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5. 5

   Action

   Send multi-channel notification

   Deliver the status update via borrower's preferred communication method (email, SMS, or mobile app push notification). Log communication in borrower's file.

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6. 6

   Action

   Schedule follow-up reminders

   Set automated reminders for loan officer if borrower response or action is required. Create calendar entries for upcoming milestones or deadlines.

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7. 7

   Output

   Log communication record

   Document all communications in the borrower's loan file for compliance and audit purposes. Generate summary report of notification delivery status.

   Encompass by ICE Mortgage Technology

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