Keep a Borrower Communication Log: scope and evidence
Keep a Borrower Communication Log starts with a written boundary. Name the loan, the source, the owner, the evidence, and the point where the work must stop. A clear rule keeps coordination separate from lending and credit decisions.
The main risk is that a borrower can receive conflicting updates or no next step. Record the source and time before changing a status.
Capture the evidence
A usable record includes borrower, loan, channel, message, date, owner, and next action. Keep the source beside the record so another reviewer can reconstruct what happened.
The borrower support lead confirms the decision or exception. The coordinator can record contact, use approved language, and route lending questions, but should not fill a gap with an assumption.
Separate preparation from judgment
Decisions about lending and eligibility decisions remain with the authorized owner. Use three labels: proceed under the rule, pause for missing evidence, and escalate for a decision.
Run the review
Review contact attempts, opt-outs, and unanswered questions. For example, a borrower calls twice for an update. Record what evidence was available and who owned the next step.
Pilot one workflow
Start with one channel. Test the checklist on a small batch and review exceptions with the owner.
Use the related service scope and pipeline guide for context. Review CFPB mortgage guidance before changing a workflow.