Integrated Customer Portal

How to Use Shape’s Mortgage POS

Shape Software
  • February 8, 2022
  • 9 min read
  • Get the tools you need to keep every loan application on track and ensure your team is in sync and up-to-date through Shape’s Customer Portal (POS). Once your POS system is configured, it’s easy to use. Portal users should see a “Portal” tab, where the POS functionality is accessible. If you haven’t configured your POS system, see this guide.

    The “Portal” tab will be visible for portal users on all records to manage each customer’s portal details.

    Prior to sending the portal invitation choose the document set that makes the most sense. If you forget to select a document set, the default document set that was selected in the settings pages will be chosen.

    Choose the document set prior to sending, you can always select additional documentation with the document list below.

    If you need to collect the credit card and homeowners insurance information in a form, select the check marks highlighted in the screenshot above.

    Send the portal invitation by pressing “Send Portal Invite” and send via email or text message (SMS). You can also copy the portal link and send it manually in another method if desired. The portal link from within the lead details pages are connected to the lead’s CRM ID and will pre-populate information already pre-filled in your CRM.

    Once the application is sent, triggers in the “Manage Triggers” settings page are set up to automatically update the portal and Status to “Application Sent” through default best practices settings. These can be edited via statuses and triggers as needed.

    If you’d like to automatically send out a portal invitation, you can set up a trigger in “Manage Triggers” choosing what causes the invitation to be sent out and choosing the document set that will be sent with the invitation.

    Your borrowers will be routed to the registration page to create an account. If borrowers go straight to your portal URL without being invited to the CRM, as soon as a new account is created, a new record will be added to your CRM. By default, these new accounts are created in “Prospects” since the application process has started. If the borrower goes to the LO’s direct link it will show their profile picture with their profile information.

    Returning Portal Users: If your user has already created an account, they can click the “Log In” button in the upper right hand corner.

    Resetting Passwords: If your customer needs to reset their password, they can go to the login page and press the “Forgot Password?” link or click here: For security purposes, Shape Software cannot reset your customers’ passwords on their behalf. If they are having issues resetting their password, try resetting the password on a non-cellular device.

    Resetting Passwords: Once the customer clicks on the “Forgot Password” they can enter in their username or email address and they will receive an email guiding them on how to reset their portal password.

    After creating a portal account, your borrowers will see their portal that guides them through the milestones on the left hand side and gives them access to fill out the application and upload documents through the easy to navigate POS. A percentage of completion will be given to them in the top right hand corner as they fill out the application

    Borrowers can get to the application and fill out a survey-style step by step questionnaire that dynamically changes based on their loan needs. If they indicate that they have been at their current address for less than 2 years the portal will automatically ask for their previous residence. They can also add an additional address if needed. The information they fill in each section immediately syncs into the CRM upon your borrowers pressing the “Next” button, allowing you to see what has been completed within the Quick App tab and what information is still needed.

    At any time, your borrowers can upload their documents via the “Document Uploads.” Documents are listed based on the document set that was selected. You can add and remove documents based on portal answers via “Manage Triggers”

    In this example above, the portal field entry (or borrower answer) defines additional documentation needed in the document center.

    If you need to request a custom one-off document that is unique to the specific borrower, use the “Add Custom Doc” button at the bottom of the needs list area. Add the document type and a description that appears in your borrower’s customer portal.

    Once the custom document is saved, it appears in the needs list.

    Custom documents appear in the customer’s portal with the document type name and a description.

    If you need to request pre-set documents in addition to the original needs list, use the left check marks. If changes are made, the “Update Needs List” button will activate allowing you to send the notification to the borrower via email, SMS, or send without notification.

    Borrowers can easily upload and view the status of their documents in the document center. These uploaded documents automatically come through to the “Portal” tab for users within the CRM to view, review and either approve or decline. Portal documents are automatically converted to PDF and maintain the original file size (they do not convert to standard 8.5 x 11” sizing)

    When new, unstatused documents come through, the user is notified that a new document has been uploaded. Manage user notifications in “Manage Triggers” A yellow icon on the left of the table will appear if the document has not yet been reviewed. Users can press the first icon to open the document in a new tab to view, the red X icon to decline the document, the green check mark to approve, the blue down arrow to download, the red edit icon to edit the document, and the trash icon to delete the document.

    If the document is approved, the icon on the left will change to green and the number of docs accepted will adjust appropriately in both the CRM and borrower facing POS.

    If the document is not correct, the user can press the red X icon to decline the document. A notes popup will appear that will let the borrower know why the document was not approved to make adjustment and re-upload. New uploads appear in the same section and duplicates the section, allowing for multiple uploads in the same category.

    If documents are rejected, it updates the “Docs Owed” section. If documents are approved (and you’re using the LendingPad integration), the uploads convert to PDF and are sent to LendingPad LOS through the API. Please note the record needs to be synced with LendingPad prior to sending documents.

    If a document is declined, it’s clear to the borrower in the document center in the document area and list below that the document was not accepted.

    Borrowers can see a list of their documents at the bottom of the document center to view declined comments, download, preview, and delete documents from their POS.

    Borrowers can upload multiple documents for each section, whether for borrower/co-borrower purposes or if a document was declined and re-uploaded. The document type appears as a duplicate with the document type.

    To generate and send a pre-approval letter, click on the “Send Pre-Approval Letter” button.

    Enter in the details of the approval and click “Submit” to preview the document prior to sending.

    The pre-approval document will automatically populate the date, name, and details entered from the previous screen. Edit, cancel, or send, which will send the PDF document to the borrower’s email address.

    If you need to download a zip file, convert documents to PDF, or email a zip file of the documents, use these action buttons.

    If users delete a document from the uploaded documents, the documents save in the Trash Documents section and can be restored.

    Restore trashed document by clicking on the restore trash icon in the “Actions” column.

    The Portal Milestones section tracks the date and user (if checked off or the status is changed within the CRM by a user) in this section. If the milestone is completed automatically by the borrower, the date stamp will be filled, but the user section will remain blank.

    If credit card, homeowners insurance or custom questions are requested, find answers and inputs in these sections. For borrower-specific questions, add custom fields that will only appear on the individual borrower’s application here.

    If for some reason the borrower can’t login, or forgets their password, a system Admin can reset the password for them at the bottom of the portal tab.

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