Reverse mortgage condition tracking: requests to clearance
Use a worked condition record to distinguish document requests, receipt, review and clearance, with borrower updates and internal handoff examples.
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Processors need a record that distinguishes collecting a document from deciding that it answers a condition. This worked example uses a fictional statement and invented operating times. The state names are proposed worksheet labels, not verified ReversePilot controls or legal requirements.
Follow condition C-17
The fictional August statement has four pages; only pages 1 and 4 are in the file. Morgan is the processor and contact owner. Riley is the designated reviewer and the only person authorized in this example to accept the evidence. Receipt alone cannot clear the condition.
| Event | Evidence and gap | State | Next owner/action |
|---|---|---|---|
| Sept 21, 09:00: compare existing file | ST-17 v1 contains pages 1 and 4 | Request prepared | Morgan checks for another pending request |
| Sept 21, 10:00: request sent through approved channel | Pages 2 and 3 missing | Awaiting response | Morgan handles questions |
| Sept 22, 11:00: response arrives | ST-17 v2 includes page 2, still lacks page 3 | Received, awaiting review | Riley checks the exact gap |
| Sept 22, 14:00: reviewer records result | Page 3 still needed; other pages retained | Clarification needed | Morgan requests only page 3 |
| Sept 23, 10:00: final page arrives | ST-17 v3 references prior versions | Received, awaiting review | Riley assesses completeness and sufficiency |
| Sept 23, 15:00: signed reviewer decision | Example reviewer accepts C-17 evidence | Cleared for this item only | Morgan checks remaining conditions |
Keep request ID, document ID/version, response time, review result, decision authority and borrower contact in separate fields. If the reviewer is unavailable, mark review waiting and assign qualified coverage; do not advance to cleared. Reopen a previously cleared item only with the reason and authorized decision recorded.
Send a request the borrower can act on
After reconciling the file, adapt this example: “We have pages 1 and 4 of your August statement. Please provide pages 2 and 3 through our approved document-delivery route. We need those pages to complete the review of this statement. If a page is unavailable, contact your loan officer so the reviewer can consider the next step.” Insert the institution's verified channel before use.
Do not send another reminder if a response is already awaiting review. An alternative-document question is a reviewer decision, not missing paperwork. Route a concern about costs or alternatives to a qualified responder; keep the actual question in the record.
Produce borrower and internal updates from the same record
Receipt: “We received page 2 and queued it for review; page 3 remains outstanding.” Review: “Our reviewer needs page 3 to continue this item.” Acceptance: “The reviewer accepted this statement item. Other items remain open.” These example messages are not approval or closing commitments.
For an appraisal update: “The report is still under review. You do not have a new document request from us today. Your loan officer will check and contact you at the agreed time.” Confirm staffing before promising a contact time. Correct prior estimates explicitly and preserve the earlier message.
Internal handoff: “C-17; ST-17 v2; page 3 outstanding; Riley reviews; Morgan contacts borrower; question about why the full statement is needed awaits Riley's explanation.” Preserve the borrower's actual question through coverage, including unresolved property-charge questions. A statement that an item was received cannot stand in for a review finding, required notice or program decision.