Executive Summary
This Workflow Review documents current-state operational workflows across Retail, Wholesale, and Shared Services within a multi-channel mortgage origination environment. It identifies systemic gaps in workflow enforcement, automation, and governance — the LOS is primarily used as a system of record, while execution and controls occur through email, spreadsheets, and manual workarounds. These findings reflect platform design and configuration gaps, not individual or team performance.
High Risk
Manual spreadsheets, email handoffs, external tracking tools
Moderate Risk
Partial automation, inconsistent enforcement, manual QA
Opportunity
Automated workflows, enforced controls, single source of truth
Key Findings
- Encompass used as a data repository, not a workflow engine
- Manual controls compensating for missing automation
- Significant scalability constraints and execution risk
- Strong team knowledge, weak system enforcement
Cross-Department Pain Points
- Milestone design lacks ownership enforcement
- Workflow tasks not deployed consistently
- Document routing and classification issues
- Spreadsheet dependency enterprise-wide
- Missing hard stops at critical stages
- Limited dashboard visibility and trust