Visual Process Guide
A solution-driven scenario desk that delivers structured loan decisions to Loan Officers, with a 2-hour target for files submitted before the daily cutoff. The first step in the CMS / Bright loan lifecycle.
CARE Concierge is the new first desk in the Bright pipeline. It sits between the LO's qualification work and the existing 4-desk workflow.
The CARE Concierge is the bridge between "LO has a qualified borrower" and "file is ready for Bright." After lock and registration, the file enters the existing 4-desk pipeline.
Every file touches the CARE Concierge exactly twice: once for initial analysis, and again when the borrower goes under contract.
LO submits when the application is 100% complete and credit has been pulled.
LO submits when the borrower is under contract (purchase) or refi go-ahead is confirmed.
The step-by-step journey from LO submission to solution delivery.
Application is 100% complete in Arive. Hard credit pull has been run. CARE Concierge team added to the loan.
Key fields: Loan Officer, Arive Loan ID, Borrower Name, Help Needed (Structure / Income / AUS / Pricing / Program), plus 3 required compliance checkboxes confirming app complete, credit pulled, and desk added.
Before 7:00 PM ET (4:00 PM AZ) = solution within 2 hours. After 7:00 PM ET = solution by 10:00 AM ET next business day.
File appears in the CARE Concierge queue, ordered by submission time (FIFO). LO gets auto-confirmation with expected delivery time.
Reconciles app data, runs DU/LP (AUS), structures and validates income, prices the loan with 3 lender options.
Complete standardized package sent to the LO:
Email notification with the full solution. LO has 1 revision available if new information changes the situation.
LO takes the solution and runs: presents pricing, collects docs, has the borrower conversation, and works toward contract. The desk is done until contract.
Every file receives one of three categories. The category drives the LO's action plan and conversation guide.
AUS approved or eligible. Income and assets qualify. No blocking conditions.
AUS has conditions or findings. Income may be variable. Credit or product issues that can be resolved.
Cannot qualify under current circumstances. Credit, income, or property issues that are not short-term resolvable.
When the borrower goes under contract, the LO re-engages the desk for final verification, lock, and registration.
Purchase contract is signed, or refi go-ahead is confirmed by the borrower.
Same Arive Loan ID links back to the original review. Key fields: Contract Date, Closing Date, Lock Timing Preference (Lock Now / Float / Need Pricing Update), and confirmation that borrower followed the original plan.
Checks that borrower followed the original solution plan. Re-checks loan structure against contract terms. Confirms pricing is still valid.
Rate is locked per LO's preference. File is registered with the recommended lender. Lock timing documented.
File enters the existing 4-desk Bright pipeline. CARE Concierge involvement is complete.
File proceeds through Disclosure → Submission → Processing → Closing. Standard Bright workflow from here.
Every submission gets a target turn time. The SLA clock starts the moment a valid form is submitted.
Clear boundaries ensure consistent service and prevent scope creep.