Purpose of the User Audit Template The User Audit Template is used to interview the staff and identify all processes within the operations area. It can ensure that data integrity is used throughout the entire process. The results from this template will allow the client to understand the objectives of each functional area and meet all the company’s business needs. How to Use the Template • Use this template to evaluate each process. • Identify all key steps. • Determine seasoned staff to interview • Indicate “Yes” or “No” if improvements are needed. • This template is separated into four operational areas, please evaluate all four: o Origination o Processing o Underwriting o Closing User Audit Template User Audit Document Confidential Page 2 10/26/2007 User Audit Document Department Name: Origination Department Manager: Date: Interviewee(s) Major Steps in the Process to Perform the Job • • • • • • • • Do You Like the Current Process? YesNo Comments Document Process Document Process & Identify Areas for Improvement Step 1. Receive Leads Step 2. Take Application Step 3. Credit Check User Audit Document Confidential Page 3 10/26/2007 Step 4. Identify Qualifying Product/Program Step 5. Lock Loan Step 6. Submit to Processing Step 7. Communicate with Borrower User Audit Document Confidential Page 4 10/26/2007 Step 1. Changes to: Take Application Yes No Suggested Improvements Step 2. Changes to: Credit Check Yes No Suggested Improvements Step 3. Changes to: Identify Qualifying Program Yes No Suggested Improvements Step 4. Changes to: Lock Loan Yes No Suggested Improvements Step 5. Changes to: Submit to Processing Yes No Suggested Improvements Step 6. Changes to: Communicate with Borrower Yes No Suggested Improvements User Audit Document Confidential Page 5 10/26/2007 Plumbing Model Questions 1. How do you receive leads? 2. What controls the arrival rate of your work (e.g., phone, door open, in-box, email, LOS Work Queue)? 3. How are loans transferred to the next department (e.g., via email, ship, walk it over, LOS Work Queue)? 4. When the loan package leaves your desk, where does it go? What would happen if the loan package didn’t go to the designated location? What audits are in place? Approvals Project Customer: ___________________________ Date: ___/___/____ Project Manager: ___________________________ Date: ___/___/____ Interviewee(s): ___________________________ Date: ___/___/____ User Audit Document Confidential Page 6 10/26/2007 User Audit Document Department Name: Processing Department Manager: Date: Interviewee(s) Major Steps in the Process to Perform the Job • • • • • • • • Do You Like the Current Process? YesNo Comments Document Process Document Process & Identify Areas for Improvement Step 1. Order the Appraisal Step 2. Order the Title User Audit Document Confidential Page 7 10/26/2007 Step 3. Order the Flood Certificate Step 4. Review AUS Findings Step 5. Review Credit Report Step 6. Complete QC Audit Step 7. Obtain & Clear Conditions Step 8. Submit to Underwriting Department User Audit Document Confidential Page 8 10/26/2007 Step 1. Changes to: Ordering the Appraisal, Title or Flood Cert Yes No Suggested Improvements Step 2. Changes to: Reviewing AUS Findings Yes No Suggested Improvements Step 3. Changes to: Review Credit Report Yes No Suggested Improvements Step 4. Changes to: QC Audit Yes No Suggested Improvements Step 5. Changes to: Clear & Obtain Conditions Yes No Suggested Improvements Step 6. Changes to: Submit to Underwriting Department Yes No Suggested Improvements User Audit Document Confidential Page 9 10/26/2007 Plumbing Model Questions 5. How do you receive the loan package? 6. What controls the arrival rate of your work (e.g., phone call, in-box, email, LOS Work Queue)? 7. How are loans transferred to the next department (e.g., via email, ship, walk it over, LOS Work Queue)? 8. When the loan package leaves your desk, where does it go? What would happen if the loan package didn’t go to the designated location? What audits are in place? Approvals Project Customer: ___________________________ Date: ___/___/____ Project Manager: ___________________________ Date: ___/___/____ Interviewee(s): ___________________________ Date: ___/___/____ User Audit Document Confidential Page 10 10/26/2007 User Audit Document Department Name: Underwriting Department Manager: Date: Interviewee(s) Major Steps in the Process to Perform the Job • • • • • • • • Do You Like the Current Process? YesNo Comments Document Process Document Process & Identify Areas for Improvement Step 1. Review AUS Findings Step 2. Complete QC Audit User Audit Document Confidential Page 11 10/26/2007 Step 3. Review Credit Report Step 4. Review Appraisal Step 5. Submit Conditions Step 6. Complete Declination (if applicable) Step 7. Submit to Closing Department User Audit Document Confidential Page 12 10/26/2007 Step 1. Changes to: Review AUS Findings Yes No Suggested Improvements Step 2. Changes to: Complete QC Audit Yes No Suggested Improvements Step 3. Changes to: Review Credit Report Yes No Suggested Improvements Step 4. Changes to: Review Appraisal Yes No Suggested Improvements Step 5. Changes to: Submit Conditions Yes No Suggested Improvements Step 6. Changes to: Submit to Closing Department Yes No Suggested Improvements User Audit Document Confidential Page 13 10/26/2007 Plumbing Model Questions 9. How do you receive the loan package? 10. What controls the arrival rate of your work (e.g., phone call, in-box, email, LOS Work Queue)? 11. How are loans transferred to the next department (e.g., via email, ship, walk it over, LOS Work Queue)? 12. When the loan package leaves your desk, where does it go? What would happen if the loan package didn’t go to the designated location? What audits are in place? Approvals Project Customer: ___________________________ Date: ___/___/____ Project Manager: ___________________________ Date: ___/___/____ Interviewee(s): ___________________________ Date: ___/___/____ User Audit Document Confidential Page 14 10/26/2007 User Audit Document Department Name: Closing Department Manager: Date: Interviewee(s) Major Steps in the Process to Perform the Job • • • • • • • • Do You Like the Current Process? YesNo Comments Document Process Document Process & Identify Areas for Improvement Step 1. Draw & Deliver Closing Documents Step 2. Verify Closing User Audit Document Confidential Page 15 10/26/2007 Step 3. Request Funding Step 4. Submit File to Shipping Department User Audit Document Confidential Page 16 10/26/2007 Step 1. Changes to: Draw & Deliver Closing Documents Yes No Suggested Improvements Step 2. Changes to: Verify Closing Yes No Suggested Improvements Step 3. Changes to: Request Funding Yes No Suggested Improvements Step 4. Changes to: Submit File to Shipping Department Yes No Suggested Improvements User Audit Document Confidential Page 17 10/26/2007 Plumbing Model Questions 13. How do you receive the loan package? 14. What controls the arrival rate of your work (e.g., phone call, in-box, email, LOS Work Queue)? 15. How are loans transferred to the next department (e.g., via email, ship, walk it over, LOS Work Queue)? 16. When the loan package leaves your desk, where does it go? What would happen if the loan package didn’t go to the designated location? What audits are in place? Approvals Project Customer: ___________________________ Date: ___/___/____ Project Manager: ___________________________ Date: ___/___/____ Interviewee(s): ___________________________ Date: ___/___/____