Daily workflow · 3 minute read
A calmer daily and weekly case review
Give each open mortgage case an owner, a next action and a date. A worked routine for a small brokerage.
The useful bit
Start with the cases that need a decision today. End each review with one named person responsible for the next action.
Who this is for: Solo advisers, case managers and owners of small mortgage teams. AR and DA firms can adapt the routine to their oversight arrangements.
Start with a real task
In this fictional three-person firm, Alex advises, Sam manages cases and Jo oversees the business. Their Monday list has three exceptions. The meeting is not a recital of every open file: it resolves what is stuck, who needs support and what the client should hear next. A sole trader can use the same routine as a personal review and arrange suitable independent oversight where needed.
A routine you can adapt
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Case owner
Each morning: spot the exceptions
Review tasks due today, overdue promises, documents awaiting review and approaching offer or rate deadlines. Check the actual date and consequence; an old task is not automatically the most urgent case.
Keep: A short queue with the reason each case needs attention.
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Adviser or case manager
Agree one next action
Write a verb, an owner and a due date. Replace ‘chase Morgan’ with ‘Sam to ask Morgan for the missing statement page today’. Escalate a deadline you cannot safely meet.
Keep: The task, the blocker and the person who will decide if it remains unresolved.
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Person making the commitment
Close the communication loop
Check the client's preferred channel and any support needs. Explain what is outstanding, why it matters and when they will hear again. Record a response or an unsuccessful attempt without treating either as a completed review.
Keep: The message, its outcome and the next promised update.
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Owner or team lead
Each week: look for a pattern
Review overdue promises, repeated missing documents and cases returned for correction. Discuss capacity as well as individual performance. Agree one improvement and revisit it the following week.
Keep: A dated decision log with an owner, due date and follow-up result.
Filled example · fictional data
Monday's exception list
| Case (fictional) | Why it needs attention | Next action | Owner / due | Evidence to keep |
|---|---|---|---|---|
| Morgan · purchase | Statement has a missing page | Ask for page 3; review the full statement when received | Sam / today | Request and review note |
| Taylor · remortgage | Promised client update is overdue | Confirm progress and agree the next update | Alex / today | Message and agreed date |
| Casey · purchase | A lender deadline is approaching | Check the lender's requirements and escalate any risk | Alex / today; Jo if unresolved | Deadline source and decision |
Three open exceptions do not mean three failing advisers. Count overdue commitments consistently and review the reason. Separate waiting for a third party from work the firm has not done, while keeping responsibility for the client update clear.
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Take it into your next review
Start with the completed example, or use the blank version with your firm's own information. CSV files open in Excel and other spreadsheet apps. Store any live case data in your firm's approved location.
One next step
Put it to work
Pick five open cases today. Can another team member identify the next action, owner and due date without reading an email chain? Fill the gaps before adding more reporting.
Follow a case through AchosThe product walkthrough illustrates the workflow. Your firm remains responsible for its advice, controls and decisions.