Floify Closing Accelerator & Customer Capture

Overview

Borrowers expect digital-first experiences that respect their time. 73% of consumers say that valuing their time is the most important thing companies can do to provide them with good customer service.

This means accelerating application-to-close time is not only important for business optimization, it is crucial for driving customer satisfaction. Floify's Customer Capture feature suite helps you and your team close loans faster while offering a variety of features the bring value and save time for your borrowers.

 

With access to the teams and tools within the Porch Ecosystem, our Customer Capture includes the following:

 

 

 

 

FAQ

You can find our Customer Capture FAQ help article here: Floify Customer Capture Additional Info

 

 

How to Set Up and Use

Set up of these features is included in your Floify subscription. If you need any assistance or if you would like to ensure you have this enabled, contact us at support@floify.com.

 

Lender Portal

You will have a template document in the settings labeled Smart Homeowners Insurance Form that will be automatically requested for your borrowers after they have secured their property address.

 

The document can be edited by navigating to Settings > Template Docs > Template Documents by selecting the pencil/paper icon towards the right of the document name and description:

 

 

 

 

You will have access to edit the document name, document description, and category. Make sure you select Save to confirm any changes:

 

 

 

 

The Smart Homeowners Insurance Form will be automatically requested for the borrower after a few different triggered events, depending on where in the application process your borrower is. 

 

Those triggers are:

 

• When an address is detected on the 1003 application from the prospects stage
• When an address is added via Start New Loan Flow or in the Edit Loan Flow interface
• 21 days after the loan flow starts, if no address has been entered onto the loan flow
  • The borrower will be prompted to enter their address
  • If they do not yet have an address, they can indicate so and will be prompted periodically in the future to enter this address

 

 

Borrower Portal

Upon logging in for the first time or starting the application process, the borrower will be required to opt into TCPA, where they will consent to receiving assistance on key services needed for their loan:

 

 

 

Once their loan flow is started, if they do not have an address, they will receive periodic prompts checking in if they have found an address:

 

 

 

 

If they select No, we're still searching, the system will ask again in 7 days to remind them. Once they have an address, they will want to select Yes! Upon doing so, the borrower can enter their address in the prompt:

 

 

 

 

Once the borrower has an address, they will receive a notice in their account congratulating them on finding a property:

 

 

 

 

 

After this, the system will prompt the borrower to scheduled a call for a specific time with our Porch Home Concierge, allow them to view any rates available (or tell them we may need more information to provide them quotes), go back to their loan pipeline by selecting Got it!, or allow them to immediately upload their current insurance policy:

 

 

Once back in the documents owed view, borrower will see the Homeowners Insurance Form request in their portal, and they will have two options on the right hand side to See insurance options or Upload policy:

 

 

 

 

The Upload policy option will present the borrower with an upload option where they can drag and drop their policy, or browse their files to attach:

 

 

 

 

If a borrower selects See insurance options, they will instead be taken to generate quotes. They will be prompted to enter a loan property address and phone number if these are not already available for the loan flow:

 

 

 

 

These may take up to a minute to generate and the borrower will be presented with a loading screen:

 

 

 

 

In some very rare cases, we might not be able to offer rates to the specific borrower. Borrowers will in that case see a screen prompting them to return to their loan flow or reach out via phone:

 

 

 

 

As soon as the preliminary rates are available, we will show the borrower their insurance marketplace with available rates listed:

 

 

 

 

Borrowers can view preliminary details using the simple Details dropdown on each rate. They are able to get an idea for what will be covered, the cost breakdown, and why the particular insurance options might be right for them:

 

 

 

 

Borrowers can select Edit details to go back and enter in new information, including the address and phone number if necessary, to generate new quotes:

 

 

 

 

Borrowers are prompted to schedule a call with a licensed insurance agent to get a definitive rate:

 

 

 

 

If they select Schedule a call, borrowers are taken to select a date to schedule a call:

 

 

 

 

The current date is indicated with a dot underneath the day on the calendar. Unavailable or past days are greyed out while available days are indicated in blue.

 

Once a borrower selects a date, the available times display on the right. Times are listed as 3 hour blocks. Agents cannot plan their schedules to the minute as call lengths can greatly vary. Once borrowers select a 3 hour call block, they are prompted to confirm:

 

 

 

 

Once a call is scheduled, borrowers will see a confirmation, listing the date and time that their call was scheduled for. From this screen, they can return to their loan to continue signing or uploading any documents needed to complete their loan process:

 

 

 

 

Borrowers will additionally receive an email confirming that their call is scheduled with the information regarding the time window and date: