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Loan officer partner guide

Let's work together.

Everything you need for your first file with Hancock Processing, in one place.

Hancock Processing is a nationwide mortgage processing company built by processors, for mortgage professionals. We seamlessly integrate into your existing systems, allowing your team to maintain complete visibility while our experienced U.S.-based processors handle everything from disclosures through closing. Whether you need overflow support or a dedicated processing partner, our mission is simple: Do Better™ by helping you close more loans with less overhead.

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Our promise to you

To provide processing support through clear and consistent communication, updates, and proactive processing.

What we offer, always

Every file brings its own story. Some things never change.

This is what we provide consistently to all our broker partners.

  1. Files in by 2pm local time will be worked on the same day
  2. Realtime updates in your LOS
  3. We take ownership in our files and pride in our work

We work

How you work.

We provide basic bumper lanes to work within, but otherwise we want to cater to how you work best.

Notes

Realtime notes and updates on files as they're worked on.

Pipeline meetings

Weekly 15-minute pipeline checks, available upon request.

Time zone

We have processors across the country to best serve you and your community.

Loan types supported

  • Conventional
  • FHA/VA
  • Streamline & IRRRLs
  • Non-QM/DSCR
  • Business Purpose
  • New Build

Key differentiators

  • Dedicated processor per broker — no round-robin, same person every time
  • Works out of your LOS (Arive, LendingPad & Encompass integration)
  • 100% US-based team with processors in every continental US time zone
  • Borrower-paid — brokers and LOs pay nothing out of pocket
  • Fees in Section B — does not count against high cost or QM
  • Send us your processors — we pay them for you

Let's work together

Find out which package is right for you.

We understand you do not get paid unless the loan closes, and we work the same way. All fees are paid at closing through Title at disbursement. Yes, this means borrower paid: the brokers and LOs pay nothing for our services.

Steps Hancock Processing handles Steps you or your loan officer handles

  • Standard

    Submission to Close

    $995 per closed loan

    You handle disclosures and upfront document collection; we take it from submission through closing.

    Get In Touch
    1. You or your loan officer completes the application and obtains the purchase contract
    2. You or your loan officer sends and retrieves signed initial disclosures and all supporting borrower documents for underwriting
    3. We order third-party items such as Title, Appraisal, and HOI
    4. We submit to underwriting
    5. We work directly with the borrower to clear conditions and prepare for closing
    6. We close the loan!
    7. We complete the post-close audit

  • Preferred

    Initial Disclosures to Close

    $1,195 per closed loan

    We handle everything from initial disclosures through closing.

    Get In Touch
    1. You or your loan officer completes the application and obtains the purchase contract
    2. We import the loan to the lender portal and send initial disclosures to the borrower within 24 hours of receipt
    3. We retrieve signed initial disclosures and all supporting borrower documents for underwriting
    4. We order third-party items such as Title, Appraisal, and HOI
    5. We submit to underwriting
    6. We work directly with the borrower to clear conditions and prepare for closing
    7. We close the loan!
    8. We complete the post-close audit

  • Elite

    LOA/Processor Hybrid

    $1,495 per closed loan

    Full-service support from prequalification all the way through closing, including LOA services for income calculation and TBD submissions.

    Get In Touch
    1. We collect borrower documents and calculate income
    2. We help set up prequalification and preapproval
    3. We submit TBD to lender if needed
    4. We import the loan to the lender portal and send initial disclosures to the borrower within 24 hours of receipt
    5. We retrieve signed initial disclosures and all supporting borrower documents for underwriting
    6. We order third-party items such as Title, Appraisal, and HOI
    7. We submit to underwriting and clear conditions
    8. We close the loan!
    9. We complete the post-close audit

  • Streamline

    FHA Streamlines & VA IRRRLs

    $695 per closed loan

    A streamlined, lower-cost option built specifically for refinance transactions with simplified documentation requirements.

    Get In Touch
    1. You or your loan officer sends and retrieves signed initial disclosures and all supporting borrower documents for underwriting
    2. We order third-party items like Title and HOI
    3. We submit to underwriting
    4. We work directly with the borrower to clear conditions and prepare for closing
    5. We close the loan!
    6. We complete the post-close audit

What we need

From you.

We aim to build partnerships, not fly-by-night connections.

Partnerships are a two-way street, so here are a few things we need on our end from you.

  1. Clean and complete applications

    Unless you are on the LOA package, all initial documents should be in your LOS for your processor.

  2. A handoff email

    Alert your processor the file is ready to go, along with any notes and specifics on the file.

  3. Kind and clear communication

    We strive to build partnerships, and the basis for a great one is communication. If you feel things are going sideways, talk with your processor, then alert the SOS team.

Pull through

Pull through counts.

While we understand things happen, sometimes out of your control, and files go by the wayside, we do track pull through.

Our processors are paid per file, and we are aiming to make sure they get paid for the work they do.

If you have a file cancel for reasons outside of your control (client loses job, inspection is poor), we do not count that against your pull through.

However, if it is due to poor income calculation and qualifying, or borrower commitment, that will count.

73%

The industry standard pull through.

Options

If your pull through is dropping, we do have options for you. We have an LOA team and income calculations that can help qualify your clients.

File handoff from LO to processor

The easiest handoff for your next (or first) file.

  1. Assign the file

    Assign the file to your processor in whichever LOS you use. If you need help, let us know.

  2. Intro your processor

    Create an intro email to the client and CC your processor to introduce them to the client.

  3. Send a status email

    Send a separate email to your processor letting them know where the file is, status-wise.

Using Arive?

How to assign the processor in Arive

  1. One-time setup

    Add your processor to your team

    1. User Setting
    2. My Team
    3. Manage
    4. Contract Processor

    Put in the processor's email. Once they're added to your team, they can be assigned to individual files.

  2. On each file

    Assign them to the loan

    1. Loan
    2. Loan Center
    3. File Contacts
    4. Manage CP

    Go to the loan and click Loan Center. To the right it'll say File Contacts; click Manage CP to add the processor in. If you don't see Manage CP, click the three dots to see it.

Sample client intro email

Adam,

Congratulations on going under contract on your new home. I wanted to take a minute and introduce you to the rest of my team that will be working with us to ensure you close on your new home on time. Tyler Hancock, my processor. I have included his contact information below. Please make sure to add their info to your phone so you recognize their numbers when they call or text.

Sample status email to processor

Hi Tyler,

Smith is a new file; we completed the application in [LendingPad, Arive or Preapp]. I sent the intro email to the client and CC'd you.

This is a purchase loan, the purchase contract is attached.

This is going to UWM, please issue disclosures today. We [have / have not] gotten client docs already. They're uploaded to [LendingPad, Arive or Preapp]. Please review and if you need anything else, please reach out to the client directly.

Client is paying the appraisal, please order today [or after inspection, which is dated for xx/xx].

From here, the file is yours, please let me know if you have any questions.

Swap the bracketed text for your file's details.

Handoff example

What detailed handoff notes look like

An example of the notes to include with your handoff email, shown here for a VA purchase.

Hi Christy,

We will be working together to get this file to closing. Usually when I hand off the loans, I will have detailed notes. Please see below.

Feel free to give me a call if you have any questions or if I have any missing information. Looking forward to working with you. Thanks!

Lender / Loan #
EPM#2431xxxx
Clear to close contingency
04/20
Close date
04/25
Loan type
VA

The loan has been disclosed. Purchase Agreement attached. COE attached.

Income

  • 2022 W2s (see attached)
  • VA Disability (see attached)
  • New paystubs requested through ARIVE
  • 2023 W2s requested through ARIVE

Property

  • VA Appraisal to be ordered by me
  • Attached PUD – Townhome, please reach out to listing agent if HOA/Management contact information is needed

Assets

  • $2,500 Earnest Money to be documented
  • Bank statements requested through ARIVE

Credit / Identification

  • Mortgage inquiries only
  • Will need SSA Form or SSA Card

Title / Insurance

  • Request title/contact from listing agent
  • Request HOI quote

VA needed documents

  • Please provide and circulate VA Amendatory Clause
  • COE attached

All other documents you need are in Arive/attached.

Where we work

Doing business in 45 states.

Plus Washington, DC.

  • ALAlabama
  • AZArizona
  • ARArkansas
  • CACalifornia
  • COColorado
  • CTConnecticut
  • DEDelaware
  • FLFlorida
  • GAGeorgia
  • IDIdaho
  • ILIllinois
  • IAIowa
  • KSKansas
  • KYKentucky
  • LALouisiana
  • MEMaine
  • MDMaryland
  • MAMassachusetts
  • MIMichigan
  • MNMinnesota
  • MSMississippi
  • MOMissouri
  • MTMontana
  • NENebraska
  • NVNevada
  • NHNew Hampshire
  • NJNew Jersey
  • NMNew Mexico
  • NCNorth Carolina
  • NDNorth Dakota
  • OHOhio
  • OKOklahoma
  • OROregon
  • PAPennsylvania
  • RIRhode Island
  • SCSouth Carolina
  • TNTennessee
  • TXTexas
  • UTUtah
  • VTVermont
  • VAVirginia
  • WAWashington
  • WVWest Virginia
  • WIWisconsin
  • WYWyoming
  • DCWashington, DC

Questions?

Ready to get started?

Talk with your processor first. For anything else, reach out to Hancock Processing directly.

Let's work together

Send us a note

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