TABLE OF CONTENTS
- Define Folders to Pull Data
- Define Historical Pull Start Date
- Total Expert Dashboard Configuration
- Encompass Reporting Database with Character Truncations
- Contact de-dupe
- Editable Fields
- Encompass Field Mapping
- Contact Group
- Action Items Before to Encompass Mapping Workshop Meeting
PURPOSE
Identify Total Expert’s best practices and considerations to drive marketing capabilities through Encompass mapping.
Define Folders to Pull Data
Select loan folders that a loan could potentially land during its active lifecycle until its final resting place, including the Adverse folder. By not adding the Adverse folder, Total Expert will not know in our system when a loan becomes Adverse, and contacts will never off-ramp from a journey.
Define Historical Pull Start Date
Commonly it is the date when you first start using Encompass, but if longer than seven years, you may need to reconsider based on contact integrity and if you desire to market to such old contacts.
Total Expert Dashboard Configuration
Encompass fields feed into the dashboard tiles. Below are the tiles and the logic.
Loan Pipeline: Shows unfunded loan dollar volume chart with loan volume. If the Closed Loan (can be changed to Funded Loan) field is BLANK, the loan is eligible for this tile. The customer determines which Loan Status will be considered – such as Prospects, Started, etc.
Closed Loan Volume: This shows all loans funded during the current year. The loan will appear if any data (even future) are listed in the Closed Loan field (customer can change to Funded Loan field) within the calendar year.
Expiring Pre-approval: Shows pre-approval loan count once the pre-approval date range is 90 days out. The customer determines which Loan Status will be considered – such as Prospects, Started, etc.
Encompass Reporting Database with Character Truncations
Please check reporting database for character truncation, especially for email addresses. Adjust the character limit to the max, or we may have data fields truncated in Total Expert.
Contact de-dupe
Required Fields - First Name and Last Name are required to bring in loan and create borrower and co-borrower in Total Expert and at least one of the following:
Email
Address (must have Address, City, State, and Zip)
Phone Cell
Phone Home
Phone Office
Total Expert’s contact deduplication process is on an exact match first and last name. Therefore, edit the name in Encompass if the first name gets updated in Total Expert from Bob to Robert. Because Encompass is the source of truth, if the first name only changes in Total Expert, the next time Total Expert pulls loan information from Encompass, we will not find a match and create a new contact. Please reference the deduplication logic section of the Encompass guide for more details.
Editable Fields
Please be aware that editable fields cannot overwrite to NULL once they have a value. So, for example, if a borrower has Employer information in Total Expert and a loan officer removes Employer information in Encompass, the Employer information in Total Expert will not get removed.
Encompass Field Mapping
Closing & Funded Date – These fields will drive the view of the loan pipeline in Total Expert.
Lien Position – Is required if integrating with Mortgage Coach.
Pre-Approval Issues – The Loan Officer would like to see if concerns arise from pre-approval.
Pre-Approval Issued Date – Customers use the field as an email tag for the in-process journey.
Pre-Approval Expiration Date – Customers use the field data field to notify a Loan Officer a week before the pre-approval expires. Total Expert’s dashboard is dependent on this field mapping. In addition, customers map the pre-qual Encompass field.
EPO Date – Customers use the field as an email tag for the in-process journey to notify borrower/co-borrower to talk about early payoffs or if your business cannot market to any contacts until after the EPO date. Customers also use the field to include/exclude logic for post-close marketing emails.
Post Closed Date – Customers use the field for loan post-closing campaign, including loan anniversary journey.
Buydown Points – Customers use the field in an email tag to notify the borrower/co-borrower of the mortgage/discount points applied to the loan.
Monthly PI with MI Payment – Customers use the field as an email tag to notify borrower/co-borrower of the dollar amount of monthly payment with mortgage insurance.
Loan Purpose – Customers use the field in a Journey to differentiate loans between purchase or refinance.
Loan Status in TE – The Journey Trigger Field
Loan Status in TE– The Loan Status in the Total Expert field is crucial for driving in-process loan communication to consumers and other loan participants. Your loan status in Total Expert should reflect those touchpoints you want to communicate with the borrower/co-borrower.
We’re looking for you to create a custom field that combines fields 1393 and Loan Milestone that uses business logic to decide what value to display in the custom loan status field.
Advantages:
It drives journey marketing in a clean and concise way. It allows for customized management/marketing based on the status given.
It saves time for your marketing admin – less programming needed in journeys, and there are ready made Expert Content templates that are plug and play with these statuses.
It is part of every in-line condition to use as criteria for customized management/marketing based on milestones.
It can trigger an action in an auto campaign.
It drives accurate data in TE dashboard tiles.
By creating a custom field for TE Loan Status, our journey automation is able to be easily configured to include the right contacts at the right time.
You may want to include more ‘flavors’ of Adverse from Fields.1393, as you may not correctly capture some of the Adverse reasons you wish to Market to bring them back, such as being denied credit. With TE, you can, for example, put those contacts into a credit-challenged campaign. However, keeping the values as concise as possible is a major advantage for marketing automation in Total Expert.
Here’s a chart on how to visualize how we want the Custom Loan Status field to operate using business logic in Encompass. At the end of this exercise, we would expect to see only values in the custom field reflect the values in Column 3. Please note that the current loan milestone list may vary from what you have in your encompass, but this is a generic guide to start convey the overall concept we’re looking for:
Outputs of “Current Loan Milestone” (In-Process 01) | Outputs of “1393” (Current Loan Status) | Custom Loan Status Field (Journey Trigger Field) |
Application Started | Active Loan (when 1393 = active loan, custom loan status Current Loan Milestone Outputs that drive marketing) | Application Started |
Sent to Processing | Application approved but not accepted Adverse | Sent to Processing |
Submitted to Underwriting | Application denied Adverse
| Submitted to Underwriting |
Approved with Conditions | Application Withdrawn Adverse
| Approved with Conditions |
Final UW Approval | File Closed for Incompleteness Adverse | Final UW Approval |
Docs Sent to Settlement Agent | Loan Originated Funded | Docs Sent to Settlement Agent |
Closing Finished | Preapproval request approved but not accepted Adverse | Closing Finished |
| Preapproval request denied by financial institution Adverse | Adverse |
|
| Funded |
Business Logic: The Custom TE Loan Status Field’s value should reflect Current Loan Milestone when 1393 is in “active loan”, however if any of the adverse statuses appear in 1393, the adverse status trumps the current loan milestone.
Borrower address mapping - Make sure to add a business rule to update the mailing address for the borrower and co-borrower (if applicable) to the subject property address only when the purchased milestone is complete for the primary residency purchase type. Otherwise, if a user wants to send a mailing, it will go to an obsolete address.
For purchased primary loans ONLY
Office Phone - Be mindful when mapping office phone numbers for borrowers and co-borrowers because it does follow our contact duplication logic. Total Expert had instances where father and son worked in the same business, and their contact records merged because they have the same name and office phone. Is there a market value to map office phone numbers?
Birthdate – Total Expert does not store borrower and co-borrower birth year.
Credit Score – This field requires a custom field. Due to infosec policies established by Total Expert, we cannot bring in numeric credit scores. However, we have set up a field that will bring in credit information, but the only option is the categories below. To utilize the credit_score field, you must create a custom field to determine what credit score ranges meet each criterion. For example, we would not be able to translate a “1” result to “Very Poor because ”Vassum.X23 does not meet the criteria and will appear blank. Reminder, only these values are accepted (ie if you sent Very Good as a value for credit score, it wouldn’t be stored in our system).
Excellent
Good
Fair
Poor
Very Poor
Additional Loan Participants – Customers can include other loan participants (e.g., Processor, Builder, etc.), copy the data fields from existing loan participants in the mapping document, and change the name of the loan participant they wish to add.
Credit/Market Watch – It is required if integrating with SalesBoomerang. This field requires a custom within Encompass.
Contact Group
By default, we create automatic groups for Loan Participants by the same name. For example, we will create a group automatically for all Borrowers and Co-Borrowers. Creating Contact Groups automatically allows for the contacts in the TE platform to be organized and included/excluded in specific communications easily. The following group names will be created:
Borrower
Co-Borrower
Buyer’s Agent
Seller’s Agent
Plus any additional loan participant that you choose to bring into TE would also have its own group by its own name.
You can choose to add or change contact group names if the business does not want to utilize the defaults. The contact group names, by default, are static.
You can also bring in the field LoanFolder from Encompass in addition to the static contact group name because you can show within a group what happened to a particular loan, such as if the loan went adverse, and can market to them accordingly. Contact-Group can be used to on-ramp or off-ramp a journey. If your business does not see the value, you can remove it from data mapping.
Action Items Before to Encompass Mapping Workshop Meeting
To maximize our mapping workshop meeting, please come prepared with
£ Review the mapping document and identify any alternate Encompass fields that you see fit your business.
£ Determine Encompass LoanFolder to pull from and give Total Expert Access to them.
£ Determine the order of Encompass LoanFolder.
£ Determine historical data start date.
£ Adjust reporting database for character truncations for Encompass fields IDs.
£ Determine which fields to map for Loan Status.
£ Determine which loan statuses will feed the pipeline.
£ Determine which field to use for the Pre-Approval Expiration Date. Total Expert’s dashboard is dependent on this field mapping.
£ Add a business rule to update the address for the borrower and co-borrower (if applicable) to the subject property address only when the purchased milestone is complete for the primary residency loan.
£ Determine if there is a market value to map the office phone number for the borrower/co-borrower.
£ Create a custom field for credit_score if the business wants their contacts to put on a credit repair journey.
£ Create custom field(s) cx.credit_watch and/or cx.market_watch IF there is integration with SalesBoomerang.
£ Determine if the business wants to add additional loan participants, such as Processor, Builder, etc. If so, determine Encompass Field IDs for mapping.