Borrower-facing conditions
Hunter collects outstanding docs from borrower.
Overview
Danielle has assigned Hunter his conditions in Arive — he receives the automated email listing which conditions on which file are his. These are the borrower-facing items: documents only the borrower can produce, letters of explanation, updated statements, gift documentation, anything requiring the borrower to act.
Timing: borrower-facing conditions reach the borrower within 24 hours of AWC. This is the tightest SLA in the playbook, and for good reason — every day a condition sits unsent is a day added to the closing timeline, on a contract clock that doesn't pause.
The sequence — same pattern as Pre-W
Hunter already established the relationship during Pre-Underwriting Review. This runs the same way:
- Review the assigned conditions first. Understand what each one is actually asking for before contacting the borrower. A condition you don't understand becomes a document request the borrower can't satisfy.
- Call the borrower — every time. Approval-with-conditions is a moment borrowers misread. Some hear "approved" and relax; others hear "conditions" and panic that something's wrong. The call sets the frame: you're approved, here's what's left, here's the timeline. Then tell them the list is coming.
- Send one consolidated request. Through Arive Client Needs — everything at once, not a drip of individual asks. Conditions frequently associate directly with Client Needs items in Arive; use that link so uploads land against the right condition.
- Set the follow-up date and chase until every item clears.
Frame it as progress, not a problem. "Approved with conditions" sounds worse to a borrower than it is. The call is where you tell them this is the normal, expected next step — the underwriter approved the loan and needs a few final items. A borrower who understands that works the list quickly. A borrower who thinks something went wrong gets anxious, calls their realtor, and slows everything down.
Working the list
As documents come in, move each condition up the status ladder in Arive:
- Collected once the document arrives
- Ready to send once you've reviewed it and confirmed it actually satisfies the condition
That review step is the one that matters. A document that arrives isn't a condition cleared — it's a condition maybe cleared. Read it against what the condition asked for. If it doesn't satisfy, mark it re-requested and go back to the borrower with specifically what's still missing. Catching an insufficient document here costs one phone call. Catching it after resubmission costs a full underwriting cycle.
Common condition types Hunter owns
- Letters of explanation — address discrepancies, credit inquiries, employment gaps, large deposits. Must be signed and dated.
- Updated statements — bank statements that aged out during processing, or additional months requested
- Proof of liquidation — evidence that funds moved from an investment or retirement account
- Earnest money documentation — receipt from title, evidence the EMD cleared the borrower's account
- Gift documentation — gift letter plus the donor and transfer trail
- Business documentation for self-employed borrowers — YTD P&L, business bank statements
- Updated paystubs when the originals aged past the recency window
When a condition isn't Hunter's to solve
Some conditions assigned to Hunter turn out to need an LO decision — an income question, a structure change, something about qualification. Route it to the LO.
Routing it doesn't transfer ownership. Same rule as Pre-W: Hunter remains the follow-up owner until the item is resolved. Nothing gets orphaned because it's "with the LO."
Common pitfalls
Sending the list without calling first
A cold document request against an approval the borrower doesn't understand gets slow, anxious responses. Two minutes on the phone changes the whole dynamic.
Marking a condition ready to send without actually reading the document
The most expensive mistake in this phase. An insufficient document that reaches underwriting comes back as a re-request and adds a full cycle.
Drip-feeding requests
Three separate asks over three days trains the borrower to expect endless requests. One complete list, worked to completion.
Losing the 24-hour window
Conditions that sit two or three days before reaching the borrower push the whole timeline. This is the fastest-moving SLA in the process for a reason.
Who to ask if you're stuck
A condition you can't interpret: Danielle first (she read the full approval letter), then Bryce.
Income, credit, or qualification questions: the LO on the file.
A borrower who's stalled or unresponsive: loop in the LO — the relationship may need their weight.