1
What is included—and explicitly excluded—from the processing scope?
Request a responsibility matrix showing what happens at intake, setup, submission, conditions, closing, post-close, and when a file becomes ineligible or stalls.
2
What operating evidence should a broker verify?
Review current licenses or registrations where applicable, named team members, permissioned references, service data with methodology, systems experience, and approved case studies.
3
Who communicates with borrowers and referral partners?
Understand who contacts each party, from which channels, using what consent, with what branding, and how complaints or urgent questions escalate.
4
How does the provider protect access and maintain backup coverage?
Ask how access is granted and removed, how information is transferred, how vendors are managed, what backup coverage exists, and how incidents are handled.
5
How should pricing and capacity be compared?
Compare the complete operating model, not only a per-file fee.
- Verified state and file eligibility
- Named staff and backup coverage
- Systems and secure-transfer methods
- Fee triggers, minimums, and withdrawn-file treatment
- Status cadence and escalation
- Termination and transition support