Reviewing Borrower Communication Evidence: research question
A method for testing contact records, approved messages, and next steps.
Population and evidence
Define the population from a fixed export and record the query date, filters, source, and exclusions. Sample across loan types, stages, and exception states.
Method
Apply a short checklist and test it on a calibration sample. Record reviewer disagreement and revise definitions. Separate preparation from judgment: the reviewer classifies and routes; the authorized owner decides.
Limitations
The review describes the sampled records, not the whole population. A closed status is not proof of resolution. Report denominators and assign corrective actions an owner and retest date.
Practical use
Use one bounded review to improve a workflow, then retest. Borrower communication review requires the channel, message, date, owner, and next action.