The purpose of the automated Secure Document Upload Email reminders is to encourage borrowers to return to your website to finish uploading the remainder of their requested documents.
If you have disabled the Secure Document Upload service - this message does not apply to you. This only applies to customers who use our Secure Document Upload service.
After a Borrower has completed their loan application, they are redirected to the Secure Document Upload area where they can upload the documents that have been requested by your company.
If your Borrower uploads all of the requested documents at that time, they will not receive any reminder emails. If your borrower does not upload all of the requested documents at that time, they may at their convenience return to your website, login to their account and upload additional documents.
Here is the logic that our system uses to determine who it should send the reminders to:
- The borrower has completed the loan application and
- The borrower has requested document items to upload in the 'TO DO' category and
- The borrower has not previously unsubscribed to your messages or reminder emails and
- Your Company has NOT disabled borrower notifications and
- You have not disabled notifications on the borrower's Loan application and
- There has been a "qualifying activity" within the last 14 days.
A "qualifying activity" is defined as:
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- a new document has been requested
- a document has been uploaded
- a disclosure has been added/updated
- the loan application has been updated or completed
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The email reminders sent to your borrowers will appear to come from the assigned loan officer (just like the monthly newsletter).
Here are some additional questions that you might have:
What is the purpose of these reminders?
To encourage your borrowers to return to your website to finish uploading their requested documents.
Who will receive these reminders?
See above for a more thorough explanation but the basic idea is that our system will send reminder emails to any of your borrowers who have completed their loan application but who have not finished uploading the requested documents in the last 2 weeks.
When are the reminder emails sent?
Monday and Thursday Mornings at 10:00 AM MT
How many reminders will a borrower receive?
It depends. If your borrower logs into your website and uploads all of the requested documents they will stop receiving reminders. If your borrower ignores these messages, they will receive 2 messages a week until the start date of their loan application is more than 2 weeks old.
If after 2 weeks of reminders the borrower still has NOT returned to finish uploading the requested documents, our system will stop sending them reminders.
Why do the reminders stop after 2 weeks?
We don’t want our system to continually pester your borrowers.
What if I don't want the reminders to stop after 2 weeks?
Once the initial 2 week reminder window has ended, you can extend the reminder window for 2 additional weeks by: 1) adding a new item to the borrower's requested document list or 2) updating a field in the loan application (this will update the last updated date on the loan application to today's date) or if 3) the borrower logs in again and uploads a document.
What if I don't want my borrowers to receive these reminders?
You have 2 options:
- Disable the ALL borrower reminder emails at the Company Level.
- Disable the borrower reminder emails for a specific Loan Application.
You can disable these reminders at the company level or at the individual loan application level. Disabling these reminders at the company level will stop these reminders from going out to any borrowers who apply with your company. Disabling these reminders at the individual loan application level will stop our system from sending reminders to the specific borrower that has applied.
If you disable the reminders at the Company level - our system won't send any reminders to any of your borrowers.
How can I disable the reminders at the Company level?
- Login to your account at https://mortgagehosting.com(requires admin role or higher)
- Go to Company > Application
- Set Disable Borrower Reminders to Yes and click Save.
How can I disable reminders for a specific Loan Application (borrower)?
- Login to your account at https://mortgagehosting.com
- Go to Applications
- Select your borrower's loan application
- Click the Green Notification bell.
- Click the red disable button to Confirm that you would like to disable notifications for this borrower.
Can a borrower "Unsubscribe" from these reminders?
Yes. In every email our system sends your borrowers there is an Unsubscribe link. They can click the link to stop receiving future emails.
Can I change the frequency or text of the reminder message?
No you can not change the frequency or text of the reminder message.
What Does the Email Reminder Message Say?
[ Borrower First Name ],
You have items on your to-do list for your application on: [ your website address ]. Please sign in to complete your tasks.
[ Complete Tasks ]
* The message design is the same as the monthly newsletter.
If a borrower replies to the reminder message where does it go?
If a borrower replies to one of these automated messages the reply will be sent directly to the loan officer to whom the loan application belongs.
Can a borrower ignore these messages?
Yes. Borrowers can ignore these messages.
If you have other questions, please send us an email to support@etrafficers.com.
Thank you for your business,
Etrafficers, Inc.