Reverse mortgage capacity planning and coverage
Estimate work by qualified role, identify capacity gaps, and use an accepted coverage handoff and return checklist for absent owners.
In this article
A file count conceals different kinds of work. Use a common planning window and reserve time for existing commitments. These synthetic estimates cover one week; they are assumptions to test, not a staffing benchmark.
| Role/task | Units × assumed hours | Demand hours | Available qualified hours | Gap |
|---|---|---|---|---|
| Processor completeness checks | 12 × 0.5 | 6 | 8 | 0 |
| Reviewer condition decisions | 10 × 0.75 | 7.5 | 6 | 1.5 |
| Originator scheduled contacts | 8 × 0.25 | 2 | 3 | 0 |
Spare processor time cannot automatically replace reviewer authority. The manager's example decision is to secure two qualified reviewer hours or explicitly reschedule work; do not silently transfer clearance authority. Re-estimate if case complexity differs from the sample.
Accept coverage, then return it
Fictional coverage record COV-01: Morgan absent Monday–Tuesday; Casey accepts coordination at Monday 09:00; Riley retains review decisions. Casey confirms approved access, escalation contact and backup before acceptance. Until acknowledgment, the manager still owns the assignment gap.
Carry three distinct events: replacement document received but not reviewed; borrower asks a cost question needing a qualified answer; vendor expects delivery but has not delivered. Attach each next check and owner. A sent absence email is not an accepted handoff. For an unexpected absence, reconstruct from recorded commitments and mark unknown context.
On return, Casey lists completed actions, unresolved questions, changed commitments and next checks. Morgan records acceptance before normal ownership resumes. Keep supporting records in approved storage. Route unanswered cost or product questions to the qualified responder named in the coverage record.
Continue with the relevant workflow
Reverse mortgage pipeline aging. Resources.
Bring a task-hours table and one absence scenario to a capacity and workflow discussion.