AI staff to chase mortgage cases from application to offer
Clients pay for advice, and the week goes on chasing payslips and bank statements, keying a fact-find and answering a client, an estate agent and a solicitor who all want news. AI staff can take on that paperwork. The advice stays with your advisers, and so does the last word on anything a client is sent.
The admin behind every mortgage case
Chasing case documents
A case administrator asks each client for payslips, bank statements, proof of deposit and ID, and for the self-employed, SA302s with tax year overviews. They come back as phone photos, a page short or out of date, and then the lender's underwriter asks for one more, holding up the case while the purchase moves on.
Case updates
From application to completion, the client, the estate agent and the solicitor all want to know where the case is. The administrator checks the lender's portal, phones the lender, then passes on what they learn. Much of it is telling people that nothing has changed since they last asked.
Product end dates
Almost every mortgage you arrange has a date its rate ends, when the client moves to the lender's reversion rate, normally a higher one. The dates sit in 360 Lifecycle, CRM Brain or a spreadsheet. Mortgage Charter lenders offer borrowers a new deal up to six months ahead, so a late review call comes second.
Fact-finds and keying
The adviser takes the fact-find, then someone keys it into Smartr365 or your CRM, again for the decision in principle, and again on the lender's portal where the two are not linked. Then the suitability letter and the record of why the advice was suitable, which MCOB has you keep for at least three years.
Roles for Mortgage brokers
Lead response and qualification
Replies to each enquiry as it arrives, in wording you have approved, and gathers the basics: purchase or remortgage, deposit, income, timing. It never says what someone can borrow. The first call is the adviser's.
Fact-find and suitability paperwork
Sends the fact-find ahead of the first meeting, keys the answers into your CRM and fills the suitability letter's factual sections. The recommendation and its reasons are the adviser's, who approves the letter.
Chasing clients for documents
In your approved wording, asks for the payslips, statements and proof of deposit the lender wants, checks each is complete and in date, and chases the gaps. Your administrator decides whether a document will do.
Renewals and expiry tracking
Lists every client whose rate ends in the window you set and sends your approved invitation to a review. It quotes no rate and names no product. The review and the advice are the adviser's.
Works with
It drafts.
You approve.
We manage.
You don’t need a complex new platform. Your AI worker operates inside your existing tools under human supervision.
Human-in-the-loop
High-impact actions (sending emails, updating compliance records) wait for explicit human approval before execution.
A full audit trail
Every action is logged with who approved it, and we go through it with you each month.
Nothing to maintain
If a workflow breaks or a system changes, we fix it. Keeping it running is our job.
UK-hosted and kept separate
Your data is stored in the UK, and is never used to train AI models.
Questions owners ask
Can an AI agent give mortgage advice?
No, never. Under the FCA's mortgage rules the advising firm must take reasonable steps to make sure the mortgage is suitable; that judgement is your adviser's. It gathers documents, keys the fact-find and fills the letter's factual parts. It recommends no lender or product and never says what anyone can borrow.
Will it work with our CRM and the lender portals?
It depends on the CRM. Twenty7tec publishes open APIs and Iress sample code for the Xplan API, so those two are listed above. Smartr365 says less about access. Whichever you run, how the agent connects is agreed with you and the CRM's maker before it starts. Submitting an application to a lender stays with your adviser or administrator.
Does an adviser have to approve every message it sends?
Only those that need one. Document requests, fact-find reminders and case updates go in wording your firm approved in advance, which the FCA's Consumer Duty expects to be clear, timely and free of jargon. Anything on one client's circumstances, rates, products or what someone can borrow waits for the adviser each time. Every message is logged with who approved it.
Can it chase the lender and the solicitor for us?
By email, yes, where they deal with brokers that way. Phone calls to a lender's broker line or a solicitor's office stay with your team. For those it gives your administrator the list for the day: which case, who to ring and what is outstanding.