Learn how to use Shape’s Mortgage Borrower Portal to securely collect applications, upload documents, complete electronic signatures, track loan progress, and collaborate with borrowers and referral partners.
Mortgage Borrower Portal
The Shape Mortgage Borrower Portal (also referred to as the Point of Sale (POS)) provides borrowers with a secure, self-service experience throughout the mortgage process.
Instead of exchanging paperwork through email or completing lengthy paper applications, borrowers can securely complete their mortgage application, upload supporting documentation, electronically sign disclosures, and monitor the progress of their loan from any device.
For lending teams, the portal streamlines borrower communication, accelerates document collection, reduces manual data entry, and provides real-time visibility into every stage of the loan process.
Whether you’re originating a purchase loan, refinance, HELOC, or other mortgage product, the Mortgage Borrower Portal creates a faster, more transparent experience for both borrowers and loan teams.
Key Features
The Mortgage Borrower Portal includes:
- Guided, interview-style mortgage applications
- Intelligent dynamic questionnaires
- Multiple mortgage applications under a single borrower login
- Secure document uploads
- Configurable document Needs Lists
- One-off custom document requests
- Electronic signatures and borrower authorizations
- Primary borrower and co-borrower support
- Real-time CRM synchronization
- Loan milestone tracking
- Secure borrower authentication
- Mobile-friendly experience
- Referral Partner Portal
- Company, individual, and co-branded portal links
- Custom portal experiences using Shape Custom UI
Accessing the Mortgage Borrower Portal
Borrowers can securely access the Mortgage Borrower Portal using several different methods.
Organizations commonly provide portal access through:
- Email invitations
- Text message (SMS) invitations
- Company portal links
- Individual Loan Officer portal links
- Co-branded Referral Partner portal links
Borrowers simply log in using their email address and password to access their mortgage applications.
Returning borrowers continue using the same portal account for future mortgage applications, eliminating the need to create a new login each time they apply.
Starting a Mortgage Application
The Mortgage Borrower Portal is designed to make completing a mortgage application simple and intuitive.
Rather than presenting borrowers with one long application, the portal guides them through the process using an interview-style experience that breaks information into manageable sections.
As borrowers complete each section, their information is securely saved and synchronized with Shape, allowing loan officers to begin reviewing information before the application is fully completed.
Guided Questionnaires
The Mortgage Borrower Portal uses intelligent questionnaires that present information one step at a time.
Instead of asking every borrower the same questions, the application dynamically adjusts based on previous responses.
For example:
- If a borrower indicates they’ve lived at their current residence for less than two years, the portal automatically requests previous address information.
- If additional borrower information is required based on earlier responses, the application displays only the relevant follow-up questions.
- Organizations can add custom questions to collect information specific to their own workflow.
This approach shortens the application, improves the borrower experience, and helps ensure your lending team receives the information it needs.
Required Questions
Administrators can designate specific questions as required before borrowers are allowed to continue.
Required questions help ensure important information is collected early in the process, reducing delays and minimizing incomplete applications.
Organizations can also configure custom questions that fall outside of the standard mortgage application.
Responses to custom questions are stored within the Portal section of the borrower’s record for future reference.
Real-Time Synchronization
One of the biggest advantages of the Mortgage Borrower Portal is that borrower information synchronizes with Shape as it’s completed.
Instead of waiting until the borrower submits the entire application, loan officers can begin reviewing completed information as each section is finished.
This provides immediate visibility into:
- Completed application sections
- Updated borrower information
- Outstanding questions
- Overall application progress
Real-time synchronization allows your team to identify missing information early and begin working the loan sooner.
Managing Multiple Mortgage Applications
Borrowers can securely manage multiple mortgage applications using a single Mortgage Borrower Portal account.
Rather than creating separate portal logins for every loan, borrowers sign in once and have access to all of their mortgage applications from a centralized dashboard.
If a borrower already has existing mortgage applications, they can:
- Resume an existing application
- Review the status of previous applications
- View when each application was last updated
- Start a brand-new mortgage application
If no previous applications exist, borrowers are automatically guided into creating their first application.
Separate Loan Records
Although borrowers use a single portal account, each mortgage application is maintained as its own independent loan record within Shape.
This allows organizations to independently manage:
- Loan milestones
- Documents
- Electronic signatures
- Borrower communications
- Workflow automation
- Loan history
Supporting multiple applications under one login makes it easy for returning borrowers to apply for future loans without affecting previous mortgage transactions.
Intelligent Duplicate Protection
The Mortgage Borrower Portal is designed to support repeat borrowers while protecting existing loan records.
When a borrower starts a new mortgage application, Shape intelligently evaluates whether the submission represents a new loan opportunity or an existing transaction.
Rather than automatically merging every application into an existing record, Shape preserves separate mortgage applications when appropriate, allowing organizations to maintain independent loan files while retaining a complete borrower history.
Best Practices
- Invite borrowers to the portal as early as possible in the loan process.
- Encourage borrowers to use their existing portal account for future mortgage applications.
- Configure required questions to collect essential information before borrowers continue.
- Use custom questions to gather information unique to your organization’s workflow.
- Review borrower progress regularly since application information synchronizes with Shape in real time.
Document Collection & Needs Lists
One of the primary benefits of the Mortgage Borrower Portal is its secure document collection experience.
Instead of requesting sensitive documents through email, borrowers can upload requested items directly through the portal, allowing your team to review, approve, and manage documentation from a single location.
All uploaded documents are automatically associated with the borrower’s loan record, helping keep the loan organized throughout the mortgage process.
Mortgage Needs Lists
Needs Lists allow your organization to define the documents borrowers need to upload throughout the loan process.
Administrators can create multiple Needs Lists for different loan programs, workflows, or business processes.
Examples include:
- Purchase Loans
- Refinance Loans
- HELOCs
- Construction Loans
- Investment Properties
- Internal Processing Requests
Each Needs List can contain standard document uploads, eSignature requests, or a combination of both.
By organizing document requests into reusable Needs Lists, organizations can create a consistent borrower experience while reducing manual work for loan teams.
Dynamic Document Requests
Needs Lists can be updated automatically throughout the loan process using Shape’s automation tools.
Organizations commonly add or remove requested documents based on:
- Borrower responses
- Loan type
- Milestone changes
- Status updates
- Workflow automation
- Other business rules
This allows borrowers to see only the documents relevant to their loan rather than receiving a long list of unnecessary requests.
Uploading Documents
Borrowers can securely upload documents directly from the Mortgage Borrower Portal using:
- Drag-and-drop uploads
- Click-to-upload file selection
- Multiple file uploads
- Mobile device photo uploads
The portal supports most common document and image formats.
For consistency during review, uploaded files are automatically converted to PDF while preserving their original page dimensions.
Electronic Signatures
In addition to standard document uploads, the Mortgage Borrower Portal supports electronic signatures for disclosures, authorizations, and other required loan documents.
Borrowers can review and electronically sign documents directly within the portal without printing, scanning, or mailing paperwork.
Electronic signatures help reduce turnaround times while maintaining a complete audit trail for compliance.
Borrower Authorization
Borrower Authorization is one of the most commonly completed documents within the Mortgage Borrower Portal.
Once completed, Shape automatically records an authorization audit trail that includes:
- Borrower name
- Borrower email address
- Date and time of authorization
This information is securely stored alongside the completed authorization.
Co-Borrower Authorization
The Mortgage Borrower Portal fully supports applications containing both a primary borrower and a co-borrower.
When a co-borrower is included in the Borrower Authorization, the authorization audit trail automatically captures:
- Primary borrower name
- Primary borrower email address
- Co-borrower name
- Co-borrower email address
- Date and time of authorization
This creates a complete authorization history while maintaining an accurate audit trail for the loan file.
If no co-borrower is included, the authorization records only the primary borrower.
Loan Progress & Milestones
Throughout the mortgage process, borrowers can monitor their loan’s progress directly from the Mortgage Borrower Portal.
Instead of contacting their Loan Officer for routine updates, borrowers can log in at any time to review completed milestones, outstanding requirements, and overall progress.
Milestone Tracking
Milestones provide borrowers with visibility into where they are within the mortgage process.
Depending on your organization’s workflow, milestones may represent stages such as:
- Application Submitted
- Documents Requested
- Processing
- Underwriting
- Conditional Approval
- Clear to Close
- Closing
- Loan Funded
Milestone names and workflows are fully configurable to match your organization’s process.
Notifications
Borrowers can receive notifications whenever important updates occur.
Organizations commonly notify borrowers when:
- New documents are requested
- Documents are approved
- Documents are declined
- Electronic signatures are required
- Loan milestones change
- Additional information is requested
Notifications can be delivered through:
- Text Message (SMS)
Keeping borrowers informed throughout the loan process helps reduce delays while improving the overall customer experience.
Managing the Portal from the CRM
Once a borrower has been invited to the Mortgage Borrower Portal, every aspect of their portal experience can be managed directly from the Portal tab within their loan record.
The Portal tab serves as the central hub for inviting borrowers, managing document requests, reviewing uploaded files, monitoring progress, and communicating updates.
Portal Invitations
From the Portal tab, you can:
- Send a portal invitation by email.
- Send a portal invitation by text message (SMS).
- Copy the borrower’s unique portal link to share manually.
Portal invitations are tied directly to the borrower’s loan record, allowing existing borrower information to be pre-populated when they log in.
Updating Needs Lists
From the Portal tab, you can easily manage the borrower’s requested documents by:
- Assigning a Needs List.
- Changing the assigned Needs List.
- Adding document requests.
- Removing document requests.
After making updates, choose how the borrower should be notified:
- Update without notification to save changes silently.
- Update and send an email notification to notify the borrower by email.
- Update and send a text message (SMS) notification to notify the borrower by text message.
This flexibility allows you to update requests behind the scenes or immediately notify the borrower when appropriate.
Custom Document Requests
Sometimes a borrower needs to provide documentation that isn’t included in the assigned Needs List.
Select Add Custom Document from the Portal tab to create a one-time document request specific to that borrower or loan.
Custom document requests are added without automatically notifying the borrower, allowing you to build a complete list of requested documents before sending a notification.
When you’re ready, simply choose to update the portal and notify the borrower by email or text message.
Best Practice: Add all custom document requests before sending a notification so borrowers receive a single, organized request instead of multiple messages.
Reviewing Documents
As borrowers upload documents, they immediately appear within the Portal tab for review.
From one place, you can:
- Preview uploaded documents.
- Download individual documents.
- Approve documents.
- Decline documents with a rejection reason.
- Delete documents when appropriate.
- Download all uploaded portal documents as a ZIP archive.
If a document is declined, the borrower sees both the rejected document and your comments explaining what needs to be corrected before uploading a replacement.
Portal Activity
The Portal tab also provides a quick snapshot of the borrower’s progress, including:
- Total uploaded documents
- Documents awaiting review
- Outstanding document requests
- Overall document completion status
This makes it easy to identify outstanding items without reviewing every document individually.
Resetting Borrower Passwords
If a borrower forgets their password, you can reset it directly from the Portal tab.
Once reset, the borrower can immediately regain access to their existing portal account without creating a new login.
Loan Origination System (LOS) Synchronization
Organizations using supported Loan Origination System (LOS) integrations can automatically synchronize approved portal documents after approval.
For example, organizations using the bi-directional LendingPad integration can automatically transfer approved documents directly into the associated loan file, eliminating duplicate uploads and helping keep both systems synchronized.
Best Practices
- Assign the appropriate Needs List before inviting the borrower.
- Review uploaded documents promptly to keep loans moving.
- Group custom document requests together before notifying the borrower.
- Include clear rejection reasons whenever requesting replacement documents.
- Take advantage of automatic LOS synchronization when available to reduce duplicate work.
Sharing the Mortgage Borrower Portal
The Mortgage Borrower Portal offers several ways to securely invite borrowers while automatically associating them with the correct Loan Officer and Referral Partners.
Depending on your workflow, you can share company-wide portal links, individual Loan Officer links, or co-branded Referral Partner links.
Each option is designed to simplify borrower onboarding while reducing manual lead assignment.
Company Portal Links
Every organization receives a branded company portal that can be shared anywhere borrowers may begin their mortgage journey.
Common places to share your company portal include:
- Company website
- Landing pages
- Marketing campaigns
- QR codes
- Social media
- Digital advertisements
When a borrower registers through your company portal:
- A new borrower record is created in Shape.
- Duplicate management rules are evaluated.
- Distribution rules determine ownership.
- The borrower automatically enters your organization’s workflow.
This provides a seamless way to capture new mortgage opportunities directly from your marketing efforts.
Individual Loan Officer Portal Links
Each portal-enabled Loan Officer receives their own unique Mortgage Borrower Portal link.
Many organizations include these links within:
- Email signatures
- Personal websites
- Digital business cards
- Marketing campaigns
- QR codes
- Social media profiles
Borrowers who register through an individual Loan Officer’s portal link are automatically assigned to that Loan Officer, eliminating manual assignment while creating a more personalized experience.
Users can find their personal portal link by navigating to:
Profile → Personal Information
Many organizations encourage Loan Officers to include this link in every customer-facing communication.
Co-Branded Referral Partner Links
The Mortgage Borrower Portal also supports co-branded portal links for Referral Partners.
These links provide a personalized registration experience by displaying your organization’s branding alongside both the assigned Loan Officer’s information and the Referral Partner’s information.
To access a Referral Partner’s co-branded portal link:
When a borrower registers using a co-branded portal link:
- The borrower is automatically assigned to the associated Loan Officer.
- The Referral Partner is automatically associated with the loan for referral tracking and reporting.
- The relationship between the borrower, Loan Officer, and Referral Partner is established automatically without manual data entry.
This creates a seamless borrower experience while ensuring every referral is accurately tracked from the moment the borrower registers.
Referral Partner Portal
Every Mortgage Borrower Portal includes access to the Referral Partner Portal.
Referral Partners receive their own secure login where they can monitor the borrowers they’ve referred without requiring access to the full CRM.
Referral Partners can:
- View referred borrowers
- Monitor milestone progress
- Review basic borrower information
- Leave notes for the lending team
Providing Referral Partners with visibility into their referrals strengthens relationships while reducing requests for manual status updates.
Portal Branding & Configuration
The Mortgage Borrower Portal can be customized to reflect your organization’s branding and lending process.
Administrators can configure the portal from the Manage Customer Portal settings page.
From this page, you can:
- Upload your company logo
- Configure accent and sidebar colors
- Create and manage Needs Lists
- Add custom application questions
- Configure required fields
- Customize borrower milestones
- Configure document requests
Organizations can also extend the borrower experience using Shape Custom UI to build custom portal pages and interactive workflows.
Mortgage Automation
The Mortgage Borrower Portal works seamlessly with Shape’s automation engine.
Organizations commonly automate:
- Portal invitations
- Status updates
- Milestone progression
- Needs List assignments
- Document requests
- Email notifications
- SMS notifications
- Follow-up reminders
Automations can also dynamically assign or remove document requests based on borrower responses, loan progress, or other workflow criteria.
By automating repetitive tasks, lending teams can spend less time on administrative work and more time helping borrowers reach the closing table.
Frequently Asked Questions
Can borrowers save their progress and return later?+
Yes. Borrowers can log into the Mortgage Borrower Portal at any time to continue their application, upload documents, review requested items, or monitor loan progress.
Can borrowers have multiple mortgage applications?+
Yes. Borrowers can manage multiple mortgage applications under a single portal account. Each application remains a separate loan record while sharing the same secure login.
Will starting a new application overwrite an existing loan?+
No. Every mortgage application is maintained as its own independent loan record, preserving historical loan information while supporting future mortgage transactions.
Can borrowers upload documents from a mobile device?+
Yes. The Mortgage Borrower Portal is fully responsive and allows borrowers to upload documents directly from their phone or tablet, including photos from their device’s photo library.
What happens if a document is rejected?+
When a document is declined, the borrower is notified within the portal and can view the rejection reason before uploading a replacement document.
Can I download all portal documents at once?+
Yes. From the Portal tab, select Download ZIP to download all portal documents associated with the loan as a single compressed file.
Does the Mortgage Borrower Portal support co-borrowers?+
Yes. The portal supports both primary borrowers and co-borrowers throughout the mortgage process, including borrower authorization audit trails that capture information for both parties when applicable.
Can I customize the mortgage application?+
Yes. Administrators can customize: Branding Needs Lists Required questions Custom questions Milestones Document requests Organizations can further extend the portal using Shape Custom UI.
Can I request additional documents after the application has started?+
Yes. Users can create one-off custom document requests directly from the Portal tab and notify borrowers when they’re ready.
Do approved documents automatically sync to LendingPad?+
Yes. Organizations using the bi-directional LendingPad integration can automatically synchronize approved portal documents to the associated loan file.
My borrower forgot their password. How can I help?+
You can reset a borrower’s portal password directly from the Portal tab within their loan record.
I can’t find documents my borrower uploaded.+
Most commonly, this occurs because the upload wasn’t completed successfully or the borrower uploaded documents to a different application. If you’re unable to locate the documents, contact support@setshape.com and our Support team can review the upload logs for the borrower.
Does Shape capture first-party consent for portal submissions?+
Yes. Mortgage applications submitted through the portal automatically capture first-party consent information, including: Entry ID Submission date and time IP address Source URL Submission channel Opt-in method Opt-in timestamp
Can I restore a deleted document?+
Deleted documents are not easily recoverable. Before deleting a document, verify that it is no longer needed. We recommend approving or declining documents whenever possible to preserve the document history for the loan.