Credit Union Mortgage Operations · Encompass® Web & Workflow Optimization
MyOCCU has Encompass® Web live and a solid foundation — conditions are being used correctly, the eFolder structure is reasonable, and the team is actively trying to build toward automation. The gaps are not in the platform — they're in how institutional knowledge gets encoded into it. MWP will extract what your disclosure desk, MLP team, and underwriters know, translate it into Encompass® rules and readiness forms, and build a system where the technology does the thinking so your team can focus on exceptions and borrowers.
Everything in this proposal is achievable through native Encompass® — no custom APIs, no plug-ins. We estimate 20 target hours per month ($5,000/month) to cover workflow documentation, readiness form builds, milestone restructure, condition automation, and ongoing governance. Friday Harbor integration will be reviewed against your documented workflows before any configuration changes are made.
Your disclosure team knows how to assess a file — but that knowledge lives in their heads. We extract it, build it into a custom input form mapped to Encompass® fields, and let the system make the eligibility call. Your team becomes the human RPA: task fires, they click send, done.
Right now LOs don't know what's wrong with the file until the disclosure desk tells them. We flip that: when a defect is detected, the LO receives a structured notification listing exactly what's missing — before secondary desk ever sees it. Same concept applies to underwriting readiness.
Milestones are being used to indicate who owns the file, including backward movement ('Returned to Sales'). This creates SLA and HMDA risk. We restructure to a clean model: Sent to Processing → Submitted to UW → Initial Decision → Conditional Approval → Resubmittal → CTC. File moves forward only.
Your underwriter is slower in Web than Desktop. The fix isn't reverting — it's optimizing. Persona-driven left nav, conditions panel always visible, custom card flow for UW-specific work. No extra clicks to find what matters.
Conditions should be triggered by data, not chained to tasks. Flood result in a special hazard zone? Fire the task to fetch the policy AND auto-add the condition for UW to clear. FEMA declaration on the property? Same logic. AUS findings drive condition sets automatically.
Every workflow your teams use — disclosure, MLP scrub, underwriting — gets documented, recorded, and governed through WorkflowCoach™. We see what your team is actually doing (not what they say they do), and we optimize from real behavior.