Help & User Guide

Learn how to use the Underwriter Gateway to process mortgage applications efficiently and accurately.

Getting Started

Welcome to the Underwriter Gateway. This system helps you process mortgage applications efficiently while maintaining compliance with Canadian lending regulations across all 13 provinces and territories.

  1. Access the Console

    Navigate to the Underwriter Console to view your case queue and start processing applications. You'll see all pending cases organized by priority lane.

  2. Select a Case

    Click on any case in the queue to load it into Case Details. This panel displays key metrics, blockers, and recommended next actions for the selected case.

  3. Run the Pipeline

    Use the "Run Underwriting" button to execute automated underwriting. This applies B-20 stress testing, calculates GDS/TDS ratios, applies policy rules, and generates a decision recommendation.

  4. Review and Submit

    Review the decision, resolve any blockers, and when ready, use the approval gate to mark the case for submission. All actions are logged for audit purposes.

Console Overview

The Underwriter Console is your central workspace for managing mortgage applications. Here's what each area does:

Case Queue

View all pending cases sorted by priority lane. RED cases need urgent attention, YELLOW require review, and GREEN are ready for processing.

Case Details Panel

The command center for the selected case. Shows readiness score, blockers count, next actions, and provides access to all case operations.

Guardrails Panel

Safety controls that prevent accidental data modifications. Write-back is disabled by default, and human approval is required for submissions.

Velocity Integration

Sync case data with the Velocity loan origination system. Generate form packets for export or detect data drift between systems.

Case Workflow

Each mortgage case follows a structured workflow from intake to submission:

  1. Case Intake

    Cases enter the system via the Start Application wizard or Velocity webhook. Initial data is captured and the case is assigned to the queue.

  2. Document Collection

    Use the "Request Documents" feature to generate a list of required documents. DocGuard analyzes uploaded documents for authenticity.

  3. Underwriting Analysis

    Run the full pipeline to calculate debt service ratios (GDS/TDS), apply province-specific policy rules, and generate a decision recommendation.

  4. Condition Management

    Review and resolve any conditions or blockers flagged by the system. Each condition includes a reason card with guidance for resolution.

  5. Human Approval

    When all blockers are cleared, use the "Mark Ready to Submit" button to authorize submission. This requires explicit human action for audit compliance.

  6. Export & Submit

    Generate the Velocity Form Packet for export. All case data, decisions, and audit trails are packaged for lender submission.

Lane System

Cases are automatically categorized into priority lanes based on their readiness score and outstanding issues:

GREEN Lane - Ready for processing, score 70+
YELLOW Lane - Needs attention, score 40-69
RED Lane - Critical blockers, score under 40

The readiness score is calculated based on document completeness, compliance status, ratio health, and outstanding conditions. Focus on RED lane cases first as they require immediate action.

Key Features

Pilot Binder Wizard

Create multi-case pilot binders with scorecards, DocGuard summaries, and compliance status for batch review and presentation.

Docs Generator

Generate underwriter documentation including manuals, SOPs, and troubleshooting guides with one click.

Client Share Links

Create secure, time-limited links to share sanitized case information with clients without exposing internal details.

DocGuard AI

AI-powered document verification that detects manipulation, validates authenticity, and checks for compliance issues.

Case Timeline

Complete audit trail of all case events, decisions, and actions for compliance and review purposes.

Ratio Trace Panel

Detailed breakdown of GDS/TDS calculations showing each component, formula, and evidence source.

Signing Packages V2

Comprehensive 5-bundle document system for mortgage closings. Bundles cover Lender/Borrower, Lawyer/Notary, Land Registration, Deal Documents, and Statutory Declarations.

Email Approval Queue

All automated X22 emails require underwriter approval before sending. Review, approve, or reject emails from the dashboard at /admin/email-queue.

SMS Two-Way Communication

Send and receive SMS messages with borrowers and lawyers. Supports conversational commands, smart suggestions, and issue flagging.

Smart Suggestions

AI-powered recommendations for next actions on each case. The system learns from patterns to suggest optimal workflows.

Keyboard Shortcuts

Speed up your workflow with these keyboard shortcuts:

Search cases
Cmd K
Close modal
Esc
Navigate up
↑
Navigate down
↓

Frequently Asked Questions

What does "Demo Mode" mean?
Demo mode uses synthetic data with protected PII (personally identifiable information). Real financial calculations are performed, but names and addresses are anonymized. This allows you to test the full underwriting workflow without handling sensitive client data.
What is the "Write-back" guardrail?
Write-back controls whether changes made in this system are synchronized back to the Velocity loan origination system. When OFF (default), all changes are local only. This prevents accidental modifications to the source system during review.
How are GDS/TDS ratios calculated?

GDS (Gross Debt Service) = (Mortgage Payment + Property Taxes + Heating + 50% of Condo Fees) / Gross Monthly Income

TDS (Total Debt Service) = GDS + Other Monthly Debt Payments / Gross Monthly Income

Province-specific policy profiles may adjust the maximum acceptable ratios. Use the Ratio Trace Panel to see the detailed calculation breakdown.

What happens when I click "Approve Gate"?
The Approve Gate is a human-in-the-loop control that authorizes a case for submission. This action is logged with your user ID and timestamp for audit purposes. The case must have all blockers resolved before approval is allowed.
Can I undo a decision or action?
All actions are logged in the Case Timeline for audit purposes. While you cannot delete history, you can re-run the pipeline to generate a new decision, or contact an administrator to adjust case status. The system maintains a complete audit trail of all changes.
What are Signing Packages?
Signing Packages is a 5-bundle document system for mortgage closings. Bundle A covers Lender/Borrower docs (commitment letters, ID verification), Bundle B covers Lawyer/Notary docs (title search, legal opinions), Bundle C covers Land Registration, Bundle D covers Deal Documents (purchase agreement, insurance), and Bundle E covers Statutory Declarations. Each bundle has jurisdiction-specific requirements for all 13 Canadian provinces/territories.
Why do emails need approval before sending?
The Email Approval Queue ensures human oversight for all automated X22 communications. Before any email is sent to borrowers, lawyers, or other parties, an underwriter must review and approve it. This prevents errors and maintains professional communication standards. The only exception is emails sent TO underwriters (internal notifications), which bypass the queue.
How do SMS notifications work?
The system uses Twilio for two-way SMS communication. You can send document requests, reminders, and updates to borrowers via text. The system also supports conversational commands - underwriters can text X22 with natural language requests like "send intake form to client" or "email lawyer about missing docs" and X22 will execute the action.
What are Smart Suggestions?
Smart Suggestions is an AI-powered feature that recommends next actions for each case. Based on case status, document completeness, and historical patterns, the system suggests optimal next steps to move the case forward efficiently. Suggestions appear in the case details panel and via SMS alerts.

Get Support

If you need additional help or encounter issues, our support team is available to assist you.

Need Help?

Contact our support team for assistance with the Underwriter Gateway.