Post Close Manager — Training & Playbooks

1Bring in today's investor reports

Every morning, pull each investor's pre-purchase / suspense conditions report and email them in.

1. Where to send: email the files to investorconditions@benchmark.us.
2. One investor per file, named clearly (e.g. Chase-07-16.csv, Rocket - All Conditions Summary Report.xlsx). You can attach several investors' files to one email — that's fine.
3. Use the investor's native "conditions" export, not a pipeline/status report. Examples of the right report name per investor: Chase = "Open Conditions for Purchase Review"; Rocket = "All Conditions Summary Report"; PennyMac = "PrePurchase Conditions Report"; AmeriHome = "Pending Conditions / Seller Report"; Planet = "Prior to Purchase Outstanding Conditions."
4. Don't rename or re-save into a different layout. The system reads each investor's real format automatically. If you export it to your own spreadsheet, it may not import.
5. After sending, open Import Tracking and confirm each one flips to ✓ received within ~15 minutes.

2Find your work — the tracker & filters

You don't sort by priority — the system already ranks and routes everything. Navigate the Conditions board like this:

• 🆕 Net-new only is on by default — you see conditions received on/after 7/27. That's your queue; the earlier backlog is handled separately. Uncheck it to see everything.
• The tracker (chevron bar) is your workflow: In Progress → Pending Receipt → Received / In Review → Resubmitted, plus Switched to agency. Click a stage to filter to just those loans; tap the ⓘ on a stage for what it means. The quickest wins are in Received / In Review — a doc came back, verify and deliver.
• Filters: All, 👤 Mine (assigned to you), or Unassigned. Or search a loan # / borrower.
• Show as Loans or Conditions — loan cards (grouped) or every condition as its own line item.

Loans auto-assign, so there's rarely anything "Unassigned." The "Nd aged" badge shows how long each has been open. At-risk (Mandatory, expiring) loans auto-route to Task Force.

3Work a condition

Open a loan (or a condition line) to work it. For each condition:

1. Read the condition text and its received / last-update dates — understand exactly what the investor wants.
2. Check the eFolder first. Click 📁 Browse eFolder to open the loan's full Encompass eFolder by document type (with each file's properties) — the doc you need is often already there. A 📎 on file flag shows when we've already matched one for you.
3. If it's there: ✓ Use to satisfy stages that file in PCM against the condition, then 📤 Push to investor (step 4). Don't chase a doc that already exists.
4. If it must be produced: click ✉ Create draft. PCM pre-fills the right recipient (title, loan officer, processor, closer…) and writes the ask. Review, adjust, send.
5. Everything lands in the Activity thread — emails sent, replies received, and notes, in order. Add a note anytime for the team (why you're waiting, who you called, what the investor said).

4Clear the condition with the investor

Make sure the doc is right, then get it to the investor so they satisfy the condition and the loan can be purchased.

1. The resolution arrives. The responsible party replies to conditionsdue@; PCM matches it to the condition and shows it in the Activity thread (and a "✅ Resolutions received" block).
2. Verify it actually satisfies the condition. Open the document (secure preview) and confirm it's the correct, complete doc. Don't clear on a wrong, blank, or partial document.
3. Stage it to satisfy the condition: from the reply or from 📁 Browse eFolder, click ✓ Use to satisfy — the file is held in PCM against that condition.
4. 📤 Push to investor to deliver it — that's the step that clears it on the investor's side and lets the loan get purchased. (Auto-upload to the investor portal is coming; for now Push records it and you deliver.)
5. Your assignment and outreach are written back to Encompass (Post Closer field + Conversation Log), so the loan file stays complete — no double entry.

5When there's no file — or a file with no detail: use the manual template

Some investors won't send a usable file, or send a pipeline dump with no condition detail. Don't let those loans go dark.

1. On Import Tracking, next to that investor, click "Create import template."
2. Fill in the Excel template — one row per condition (loan #, condition text, type). It's the same format PCM imports automatically.
3. Upload it back through the same link. The conditions land on the board exactly like an automated feed.
4. Alternatively, for one-offs, use Add condition on the Conditions tab: enter the loan #, pick the investor and type, paste the condition text.

6Escalate at-risk loans to Task Force

If a Mandatory commitment is close to expiring, it needs the Task Force's urgency.

• PCM automatically moves Mandatory loans into the Task Force lane when the commitment expiration is within the at-risk window (set by Admin).
• If you spot one that's about to blow its commitment and hasn't moved, flag it with 🚩 Escalate — that notifies the manager.

1Find your work

You don't hunt for at-risk loans — the system routes them to you. Navigate by lane and the tracker:

• Lane filter: click the Task Force pill. The system has already moved the at-risk loans here (Mandatory commitments near/at expiration + anything escalated). They land in your lane automatically.
• Filters: 👤 Mine (your assignments) or Unassigned. On the tracker, click Received / In Review — an at-risk loan whose doc came back; verify it and 📤 Push to investor immediately.

The commitment expiration date and "Nd aged" tell you what to touch first — but the ranking and routing are automatic. You work the top of your lane; you never re-sort by priority.

2Work with urgency

Same clear-the-condition workflow as Purchase Clearing, but expedited:

1. Open the loan, read the condition, identify the responsible party.
2. Go direct. Don't just email — for a loan expiring in days, call the title company / insurer / LO, then log it. Use ✉ Create draft to document the ask.
3. If a doc is likely already in the file, use the eFolder flag to confirm before waiting on anyone.
4. When the resolution arrives: verify it matches the condition → add to eFolder → upload it to the investor to clear it → mark satisfied — immediately, so the loan can be purchased same-day. (The clear happens on the investor's side; you deliver it.)

3Escalate blockers to Management

• If a loan is genuinely stuck (needs a re-lock, an exception, a pricing decision, or the investor won't budge), hit 🚩 Escalate — that notifies the manager (or the escalation distro set in Admin).
• Escalation is not failure — it's the right move when a decision above your level is needed to save the commitment.

4Coordinate with Purchase Clearing

• Purchase Clearing handles the volume; you handle the urgent. When they escalate a loan into your lane, own it end-to-end.
• If an at-risk loan is resolved and no longer urgent, it flows back to normal handling — no manual handoff needed.

What "workload management" actually means here

Every open condition is warehouse carry ticking against us. Your job is to keep the throughput > inflow and to make sure no loan drifts from one risk tier into a worse one. You do that with four levers, in priority order:

1. Nothing unassigned. An unassigned condition is nobody's job. Zero-unassigned is the baseline expectation, every day.
2. Nothing stuck in Review. A "Review" item (doc came back, needs verify + push to investor) is one step from purchased. A backlog here is the most expensive kind of idle — money left on the table.
3. Load spread to capacity. No one drowning while someone else is idle. Even, sustainable distribution beats hero-mode.
4. Sources fixed. The same condition from the same investor 50 times is a process defect, not 50 tasks. Fix it upstream.

Read the workload picture (Management → Workload)

Before you move anyone, read the board. The Workload view breaks the queue down by cohort and by person. What to look at:

Coverage — who works which investor

Management → Coverage maps each investor to the post closers who work it. It's the backbone of auto-assign and the way you build specialization.

• Set it up: for each investor, select the post closer(s) who own it (Ctrl/Cmd-click for multiple). Auto-assign only distributes an investor's conditions to people on its coverage list.
• Why specialize: a closer who works Chase every day learns Chase's quirks and clears faster. Coverage lets you build that muscle without hand-assigning.
• Watch for gaps: an investor with loans but no coverage can't be auto-assigned — those conditions fall to manual. Coverage gaps are the #1 cause of "why is this unassigned?"
• Redundancy: put at least two people on every high-volume investor so PTO or a spike never leaves it uncovered.

Assigning work — your three tools

Balancing principles — how to distribute well

• Capacity first: spread to even distinct loans, not raw conditions. A 6-stip loan is one person's job.
• Review beats new: make sure whoever holds Review items has room to finish them — don't bury a near-purchased loan under fresh inflow.
• Respect specialty: keep an investor with the people who know it (Coverage). Don't scatter Chase across the whole floor to hit a number.
• Respect PTO: never assign to someone who's out — the tools skip them automatically if you've marked them (see Manage PTO).
• Don't thrash: reassigning the same loan repeatedly loses context and history. Assign once, well.
• Keep a loan whole: one owner per loan so the borrower/investor sees one point of contact.
• Leave headroom: your fastest people will volunteer to take more — protect them from burnout so throughput is sustainable, not a spike.

⭐ Manage PTO Manager-owned · moved from Admin

PTO is now yours, not Admin's — because you own the load. Set it in Management → Manage PTO. Keeping this current is what keeps auto-assign and leveling from handing work to someone who's out. Treat it as part of your daily/weekly routine, not an afterthought.

1. Add someone: pick the person, enter a start and end date, save. They show in the PTO list for that window.
2. Remove someone: delete the entry when plans change or they're back early.
3. What it does: while a person is within their PTO window, auto-assign and leveling skip them, and they're excluded from leveling targets. Outside the window they're back in the rotation automatically — no need to remember to re-enable them.

The tiered escalation model you own

You're the top of the line of defense (Inbound → Purchase Clearing → Task Force → You). Your job is to keep loans from sliding into a worse tier and to unblock the ones that do:

• Purchase Clearing → Task Force happens automatically at the at-risk threshold (Admin → Settings). Watch the Task Force lane size — a spike means a wave of commitments is about to expire; staff it.
• Task Force → You happens by 🚩 Escalate when a loan needs a decision above the floor (re-lock, exception, pricing, an investor who won't budge). Clear these fast — they're the ones closest to a real loss.
• Prevent the slide: the cheapest place to solve a condition is in Purchase Clearing, early. Every loan that reaches Task Force or your desk cost more to resolve than it had to. Use that as your signal for where to add coverage or fix a source.

The accountability loop (runs for you automatically)

• 9:00 AM CT — report nudge: any investor report not received by 9 AM emails the report lead (Jatin), CC you and the other managers, so today's files come in early.
• Noon CT — management escalation: anything still missing at noon emails everyone with a management role — the harder chase.
• Wrong-file auto-reply: if a sender emails a pipeline/status export with no condition detail, PCM auto-replies to the sender (CC the lead) telling them exactly which report to re-pull. You don't have to police it.
• Follow-up auto-escalation: the 3rd follow-up to an internal recipient auto-CCs their manager. Rule-based escalations (e.g., Mandatory commitment expired) route to the target set in Admin → Settings.

Throughput & performance

• Throughput (Management) shows conditions cleared per post closer — recognize the workhorses, coach the stragglers.
• Pair throughput with the aging profile: high throughput on fresh conditions is great; low throughput on an aging queue means someone's stuck — go find out why (a hard investor? a doc bottleneck? overload?).
• Turn-time — how long conditions take to clear — is the metric investors feel. Trend it down.
• Coach with the data, not vibes: "your Review pile is 8 and two are 3 days old — let's clear those today" beats "work faster."

Prevention — fix the source (Analysis)

• The Prevention heatmap plots theme × investor; a dark cell = a condition type that keeps coming from that investor.
• Dark cells are process defects. Example: if "Tax/Insurance" is dark for PennyMac, the fix isn't clearing 40 insurance conditions — it's tightening the closing/insuring step so PennyMac stops flagging them.
• Take the top 1–2 cells each week to the upstream team (closing, insuring, UW). Every source you fix is inflow that never hits the board again.

Your cadence

Metrics that matter

The three questions to ask

1. How big is the problem right now? Dashboard tiles: loans and $ exposure on the floor (funded, not purchased 15+ days), plus aging bands (>30, >60, >90 days).
2. Are we winning or losing? The "Gaining or losing?" card: cleared-per-day vs falling-behind-per-day. Positive net = the pile is shrinking.
3. How are loans leaving the floor? Dispositions: purchased (good), canceled & not reassigned (lost), shipped to an agency (cleared but at thinner margin / relocated risk). Each with today / this week / this month.

What "good" looks like

• Net gaining (clearing faster than new loans age in) — the backlog trends down.
• Low >60/>90-day counts — nothing rotting on the line.
• Cancels re-delivered, not lost — a cancel that's re-sold to a new investor beats a dead loan; watch the "canceled & delivered to a new investor" note.
• Every investor file received daily — Import Tracking green across the row.

Adding & managing users — order of operations

You almost never touch the access group by hand. Access is driven by the person's Encompass persona — set that, and the tool does the rest.

1. Add the persona in Encompass first. Give the person a Post Closer persona (or Super Administrator for an admin). This is the one manual prerequisite — everything downstream keys off it.
2. PCM adds them to the access group automatically. PCM pulls Post Closer and Super Administrator personas from Encompass and adds those users to the Entra access group App-AgedPipeline-Users for you. That group syncs to OneLogin and grants the login — no IT ticket, no manual group edit.
3. Assign their role in PCM. The only step left to you: once they appear in Admin → Users, set their PCM role — Purchase Clearing / Task Force / Management / Exec (view-only) / Admin.

Roles reference

Hidden users

• The team list pulls everyone from Encompass — including test/dev accounts. Use ✕ hide to keep the noise out.
• Hiding is by Encompass user ID (not email) so shared/duplicate system emails don't collide. The Hidden Users panel shows name + email + Encompass ID; restore with ↩ unhide.

Settings

• At-risk threshold — how many days before commitment expiration a Mandatory loan moves from Purchase Clearing into the Task Force lane.
• Escalation routing — who gets notified on escalation and the noon not-received alert: the assignee's manager, or a specific distro.

New investors to map

• When a file arrives with no adapter, it shows under "New investors to map." PCM proposes the column mapping for you (LLM) — you review and click Save & activate.
• If a file has no condition data yet (empty or headers-only), it's flagged "no data — hold" — wait for a real file before mapping.
• Bogus entries (borrower docs, junk that isn't an investor report) — click 🗑 delete; it won't come back on the next poll.

Governance you own