Description:
If a borrower needs to change their account information, this can be done by the loan officer or a Company Admin. The information needs to be updated in both the LOS and nCino Mortgage to match.
Steps to resolve:
Company Admins can edit the email, name and phone number of any borrower (app user).
Loan Officers can only edit their app users.
Web:
For loan officers, edit the borrower account from the App users tab of the Contacts page:
- Access the App user tab by going to 'Contacts' then 'App Users' under a specific Loan Officer.
- Use the 3 dot menu under Actions and select 'Edit App User'.
- Edit the account and save by selecting OK.
For Admins, Admins can also edit the borrower account from Omni Search:
- Search borrower email in Omni Search, and click three dots next to User and select Edit.
- Click Edit in Contact Information box.
- Make adjustments and click Save.
Solution:
Updating borrower account information can be needed for various reasons including typos, email issues, etc. Please be sure the information from the LOS and nCino matches. As an additional check, you can verify on the loan in nCino Mortgage that the borrower is properly linked.