FreddieMac

Tasks broken down by UW's preferred processes

When we first began working on a task list, we focused very closely on what the individual steps for each task were but realized that this would make the task list unusable since there would be too much granular detail. We ended up creating a "Tracker" that gives the high level progress, but chose to separate the Tasks to include all of the documentation required for the underwriter, grouped in a way that would be relevant to the underwriters. To create this template we had to do many interviews, and take the time to learn and understand what the back and forth of documentation updating typically looks like to further uncover where the bottlenecks were occurring and how to keep the borrower focused in completing all of the tasks, while checking off the completed ones. The idea is that once the documentation has reached a certain percentage threshold, that the underwriters could begin to process the loan to provide the borrower with a quote. After agreements are made, the true underwriting and request of documentation emerges. This longer format below speaks to this point, where some tasks are completed, but others sections like "Borrowers", "Third-Parties", and "Legal" can become deal-breakers if not handled correctly. Additionally the documents submitted had to be reviewed for accuracy as well.