Residential mortgage lender Gen H has launched an AI packaging agent that checks broker-submitted documents the moment they're uploaded, catching errors and preventing delays incurred by broker back-and-forths.
At Gen H, well-packaged cases are offered in an average of 4 days; where the underwriter has to request additional information because of missing or incorrect documentation, this climbs to an average of 9 days.
The agent runs three checks on every file a broker uploads while packaging a case: is the document pertaining to the correct applicant, is it the right type of document, and does it cover the correct date window.
Where something doesn't match – for example, if a bank statement is dated outside the required period – the broker will see a flag against the upload in question. They can take action based on the agent’s request and fix any mistakes to increase the likelihood of a fast, one-touch underwrite in just four days’ time.
The agent won’t block submission, so if a broker is confident the agent has made a mistake, they can still submit. The flags carry through to Gen H's underwriting system, allowing the team to quickly identify cases that may need a closer look – or cases which appear ready for offer.
One of the agent’s first cases was a 26-year-old solo self-employed first-time buyer who was working with Fluent Mortgages’ Dominic Braim. This is a very complex buyer profile, but Dominic’s packaging was exemplary; the AI flagged this to the underwriting team and they issued an offer in just 5 hours. Gen H still manually underwrites every case, making this turnaround especially impressive.
In a conversation with Gen H, Dominic said, “I want to get an offer for my clients as soon as I can, so I take care when packaging my cases. When I uploaded my documents for this case, Gen H Pro gave me a thumbs up right away and it made me feel that much more confident when I submitted. The 5-hour turnaround for this case was great, and my client is absolutely thrilled – it was a great experience for them buying their first home.”
Sara Palmer, Sales & Distribution Director at Gen H, said, "Things like names, dates and addresses are so easy to mix up, but these are exactly the kind of issues that can severely delay an application. Now, our agent, built by our brilliant product team, spots problems the second the broker uploads a file. When cases arrive really well packaged, our underwriters are able to spend more time exercising judgment and evaluating each case on merit, not chasing document requests. The result is that our brokers can get certainty for their clients that much faster."
