government buyback: reverse mortgage loan workflow
users: final loan package review specialists
problem: curating 50+ time-sensitive regulatory PDFs for ~100 loans/person to submit to the government is a time-consuming, mundane & error-prone process, and the existing tools made prioritizing work a guessing game
goal: increase loan package accuracy and speed to submission, leading to less crossover loss due to MCA%
specialist outcomes:
- know exactly which required elements of which loans need their attention first
- view and verify existing documents available to “work” for new loan assignments
- avoid reworking the same documents once they’re marked valid
- track and manage time-sensitive dates along with follow-up dates for external document curation dependencies
product features:
- loan package exception-level prioritization queue
- pdf preview & match to required document types
- government package criteria validation & expiration date tracking
lesson learned:
- it can be difficult to shift user mindset away from what they’re used to, even in an effort to streamline their day-to-day activities
