You've worked with lenders who go dark for two weeks and then surface with bad news. You've dealt with last-minute conditions, blown timelines, and borrowers who had no idea what was happening.
This guide is for agents who want to understand what a functional lender-agent relationship looks like, and what you should specifically expect when you refer clients to The Kosko Team.
Communication SLAs: What to Expect and When
Pre-Application
When a buyer contacts us through your referral, we schedule a Mortgage Clarity Call within 24–48 hours of first contact. You'll receive a heads-up when they've booked, and we'll confirm with you when we've spoken.
Pre-Approval
Pre-approval is issued within 24–48 hours of receiving a complete application and documentation package. If there's a complication (credit issue, income documentation gap, unusual asset source) we'll flag it to you (with the borrower's consent) rather than let it sit.
What a clean pre-approval means: The borrower has submitted a complete application, income has been reviewed, credit has been pulled and analyzed, and preliminary DTI/LTV calculations have been run. It is not a guarantee. It's a well-informed conditional commitment.
Under Contract to Closing
Once your client is under contract, here's the communication cadence you should expect from us:
| Milestone | Who You Hear From | Timeline |
|---|---|---|
| Application submitted | Angela Taylor (processor) | Same day |
| Appraisal ordered | Angela Taylor | Within 3 business days of contract |
| Appraisal received | Angela Taylor + Christian | Day appraisal arrives |
| Underwriting submitted | Angela Taylor | Day file goes to UW |
| Conditional approval received | Angela Taylor | Within 24 hours of UW decision |
| All conditions satisfied | Angela Taylor | Day of CTC request |
| Clear to Close | Christian Kosko | Same day CTC is issued |
| Closing confirmed | Angela Taylor | Day closing is scheduled |
If we don't hit these windows, ask. You have every right to expect real-time information.
The Pre-Approval Process: What Actually Happened
When you receive a pre-approval letter from us, here's what was done to produce it:
- Borrower completed a full application (1003)
- Tri-merge credit report pulled and analyzed (all three bureaus)
- Income verified against pay stubs and W2s (or tax returns for self-employed)
- Assets reviewed: down payment source and reserve requirements confirmed
- Preliminary DTI calculated against the target loan program
- Property type flags identified (condo, multi-family, rural)
What a pre-approval does NOT cover:
- Appraisal (property hasn't been identified yet, or it's a placeholder)
- Final underwriting (income and assets may be re-verified at closing)
- Title issues (discovered during escrow)
- HOA certification for condos (addressed when under contract)
If a borrower received a soft pre-qualification (essentially a conversation without documentation review) you'll see that in how vague the letter is. Our pre-approval letters specify loan amount, program, rate lock terms, and conditions. If you're looking at a letter that's one paragraph, ask your lender what documentation was actually reviewed.
How We Handle Complications
Mortgage transactions hit complications. Here's how we handle the common ones:
Appraisal Comes In Low
We notify you and the borrower the same day we receive the report. We review the appraisal for errors (incorrect comps, inaccurate square footage, missed improvements) and, if warranted, discuss a reconsideration of value with the appraiser.
If the value stands, you have three options: renegotiate purchase price, make up the gap in cash, or terminate (per contract terms). We'll walk both you and your client through the math on each.
Underwriting Conditions Are Issued
Conditional approvals are normal, not a sign of trouble. We communicate the conditions to you immediately and prioritize clearing them fast. You don't need to manage this; we do. We'll tell you the expected timeline.
Borrower Has a Credit Issue
If we discover a credit issue in processing (collections, dispute tradelines, late payments), we work with the borrower on a remediation plan: rapid rescore if applicable, documentation if it's an error. We will not issue a pre-approval letter without addressing the issue first. If a referral comes to us with a credit situation that makes near-term approval unlikely, we will tell you directly and give you a realistic timeline for when they'll be ready.
Employment or Income Changes Mid-Transaction
This is one of the most common causes of blown closings. If your client changes jobs after application, especially from W2 to 1099, or involves a gap in employment, the underwriter will need to reverify. Alert us immediately if you learn of any employment change. Earlier is always better.
Denial
If a file is denied, we discuss the specific reason with the borrower (with their consent, we include the agent). We review whether the denial is a guideline issue, an overlay issue, or a documentation issue. Each has a different implication for what comes next.
What You Can and Cannot Share With Clients
You can share:
- That their pre-approval letter specifies a loan amount and program
- General information about the mortgage process and timeline
- That the loan is in processing / underwriting / CTC
- Our contact information for their specific questions
You cannot share (and shouldn't be asked to):
- Specific loan terms, rate quotes, or fee breakdowns (those come from the lender directly)
- Underwriting reasons or conditions without borrower authorization
- Information about another client's loan status
- Rate comparisons on our behalf
If a buyer is asking you mortgage questions that go beyond your role, direct them to us. That's the cleaner path, and it protects you.
What We Expect From Our Agent Partners
This is a two-way relationship. Here's what makes transactions smoother on your side:
Set expectations with your clients before they call us. Tell them to be responsive to document requests. Warn them not to apply for new credit during the process. Let them know a conditional approval is normal.
Keep us in the loop on contract changes. Seller credits, repairs, closing date changes... anything that touches the deal should come to us as soon as it's discussed. Some changes affect the loan.
Send us clients early. A buyer who calls us six months before they're ready to buy is our favorite kind of referral. We can get them positioned correctly long before they're competing in a multiple-offer situation.
Give us one number to reach you. We text. We call. We don't want to play phone tag while your client is waiting for a CTC.
Reaching Us
Christian Kosko: Strategy, rate locks, pre-approval questions, deal structure
Angela Taylor: Processing status, document requests, closing coordination
Chris Barker: Underwriting questions, conditions, CTC
Want to see how we work with our agent partners?
A 20-minute intro call is the fastest way to find out whether this is the right lending partnership for your business.