Mortgage servicing guideline search that answers for all five investors at once, every sentence cited
Answers in seconds, each quoting the paragraph it comes from.
See one case, screen by screen ↓Software that answers a servicing question from the investor and insurer guides — FHA, VA, Fannie Mae, Freddie Mac and USDA — together with Regulation X, state rules and your own procedures. Mortgage Servicing Guideline Search answers for all five investors at once, side by side, with every sentence citing the paragraph it comes from.
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A servicer works to the rules of whoever owns or insures each loan: FHA’s Handbook 4000.1 and its mortgagee letters, VA’s guidance and circulars, the Fannie Mae and Freddie Mac servicing guides with their announcements and bulletins, USDA’s HB-1-3555 — plus Regulation X, state rules and the servicer’s own procedures and call scripts. The current rule for one loan is the guide text, plus every later letter, minus every draft.
So an agent with a borrower on hold searches PDFs, a guide portal and a team chat, or escalates to a lead. Two agents can give the same borrower two answers. And the rules keep moving: FHA’s ML 2025-06 allowed one home retention option in 18 months, and ML 2025-12 made it 24 months before ML 2025-06 even took effect. A Spanish call script that still says “18 meses” turns a phone call into a complaint, a bad workout or a curtailed claim.
Estimated split for one escalated guideline question, by hand and with the solution, in minutes.
Six specialist agents answer for all five investors at once and keep only the rules in effect; the team lead sends and approves each cited answer.
Monday 12 October 2026, 08:52. Marcus Bell has Renee Whitfield on the Spanish line. Her FHA loan is 41 days delinquent, and she had a partial claim in March 2025. Here is what happens next, screen by screen, in the working solution.
Renee’s hours were cut in August and she missed 1 September and 1 October — arrears of $3,496.28. Marcus escalates: “She had a partial claim in March 2025. Can we offer Renee Whitfield a modification now?” It lands in Priya Raman’s question box with the loan attached, and the loans on her desk — one for each investor — in the “Answer for” row.
On the line · Marcus Bell · Spanish line · escalated 08:52 · loan 4471-0928-63
Priya presses Ask all five. The same question goes to FHA, VA, Fannie, Freddie and USDA together: each column reads its own guide and letters, and its cells fill as passages come back.
“Five investors are being read at once… searching 43,750 paragraphs”
The verdict reads across the top: “4 of 5 investors: she can be evaluated now. FHA differs — not before 14 Mar 2027, because FHA counts 24 months from the last permanent option.” The FHA cell turns amber with a Differs tag, and its timeline shows the 24-month wait running past today. Fannie and Freddie: a Flex Modification can be evaluated now. VA: a partial claim after a three-month trial.
VA: “No fixed waiting period after a prior option in the VA material in the library — said, not guessed.”
Rows on which all five agree are not repeated five times; they fold into one band marked Same for all five. Ask Grace Liu’s earlier question about the early-intervention notice and almost the whole board collapses — by Fri 16 Oct 2026 for every investor — with one amber cell left: FHA’s own evaluation by day 90, Mon 30 Nov.
Priya picks Renee’s loan. The other four columns fold into thin strips at the right, so nobody applies another investor’s rule to it. FHA widens: one permanent home retention option in any 24 months, counted from execution; a repayment or forbearance plan is still possible today; and the Spanish script LM-07-ES still says “18 meses”.
“Do not read that line; the English LM-07 says 24.”
Under the column sit Renee’s three dates — early-intervention notice by Fri 16 Oct, FHA evaluation complete by Mon 30 Nov, earliest permanent option 14 Mar 2027 — and the words Marcus can say on the call, in Spanish. Priya sends it to Marcus with the citations and approves it into the shared answer library.
“Por ahora no podemos ofrecerle una modificación permanente: la regla de FHA permite una opción permanente cada 24 meses…”
The full answer shows each agent’s step: the loan read, 61,240 paragraphs in 1,046 documents searched, 6 superseded passages set aside (the 18-month wording, the COVID-19 recovery options) and 1 draft, the Spanish script flagged. The answer leads with the verdict, then what Marcus can offer today, the Regulation X dates and the script that disagrees.
“11 of 11 sentences supported by their passage · 7 citations from 6 documents · confidence high”
Citation 1 opens Mortgagee Letter 2025-12 at the passage, highlighted: one permanent home retention option in any 24-month period, counted from execution. The version chain sits beside it — ML 2025-12 current from 1 Oct 2025, ML 2025-06’s 18 months superseded, the earlier handbook with no frequency limit.
The procedure checker read 342 procedures, scripts, FAQs and letters overnight and found 4 out of date. LM-07-ES, the Spanish retention script read about 1,240 times a month, gets a drafted redline from “18 meses” to “24 meses”. Tasha writes the change; Elena Duarte in servicing compliance approves it.
Agents draft redlines — they never publish a change.
3,912 questions this month, a median of 6 s to a cited answer, 23 with no passage found — said so, never guessed. The FHA 24-month question was asked 212 times, 38 of them on the Spanish line, where the script still said 18 months.
The same call, seen by the five people it touches — what their week looked like, and what it looks like now.
Six specialist agents answer for all five investors at once and keep only the rules in effect; the team lead sends and approves each cited answer.
Reads the question and the loan it is about — investor, delinquency, prior workouts with their execution dates, state and the borrower’s language.
Searches every guide, letter, bulletin, federal and state rule and the servicer’s own procedures at once, and ranks the passages.
Keeps each passage’s version chain and confirms it is in effect on the date the answer is about.
Writes the plain answer for the person who asked — the verdict, what can be done today, the dates for this loan, and any procedure that disagrees.
Reads every new letter, circular, bulletin, announcement and draft the day it appears, and writes the what-changed digest with effective dates, teams and procedures touched.
Reads procedures, call scripts, borrower FAQs and letters — in English and Spanish — against the current rules every night, and drafts the smallest redline that fixes a conflict.
Sends and approves answers; compliance approves script changes. The agents propose; a named person decides.
Anyone on the floor can ask about a rule, an investor, a loan or one of your own procedures — or tell it what to send or fix. Every answer is cited.
Which of our scripts still say 18 months?
Two, both still quoting FHA’s old limit: LM-07-ES, the Spanish call script (rev. 3, Jun 2025), and CC-KB-118, the borrower FAQ on the web (rev. 2, Mar 2025). The rule has been 24 months since 1 Oct 2025. I drafted both redlines to 24 months and sent them to Tasha Greene; Elena Duarte approves.
When must Renee Whitfield’s early-intervention notice go out?
By Friday 16 October 2026 — day 45 of her delinquency, which began on 1 September. Live contact was due by day 36, 7 October; Marcus reached her on 6 October. Your EI-PRC-02 sends the letter on day 42, Tuesday 13 October, in Spanish.
What must change before 28 November for VA loans?
One deadline: servicers must have the VA Partial Claim in their systems by 28 Nov 2026; the program has been open since 15 June. A veteran first completes a three-month trial payment plan. Your VA-PRC-04 has no partial claim step yet — the redline is drafted.
Send Marcus the answer, with the Spanish wording for Renee
Sent to Marcus Bell at 08:53 with the 7 citations. Wording for the call: “Por ahora no podemos ofrecerle una modificación permanente: la regla de FHA permite una opción permanente cada 24 meses, y la suya se firmó el 14 de marzo de 2025. Hoy sí podemos revisar un plan de pagos o un plan de tolerancia.”
13 screens from the working solution, on its sample data. Pick one to see it large.
How answers are written, which sources come first and who approves what are settings, not a project.
| Setting | Default | Choose from |
|---|---|---|
| Every sentence carries its paragraph | On | On · Off |
| Drafts and superseded passages | Show labelled, never use | Show labelled, never use · Hide entirely |
| Date an answer is true on | Today, unless the question names a date | Today, unless the question names a date · Always today |
| Escalate from the floor to a team lead after | 60 s | 15 s to 5 min, in 15-second steps |
| Which source wins when two passages disagree | Investor guides and Regulation X first, then state rules, then your procedures | Priority 1, 2 or 3 for each source |
| Who approves answers into the shared library | Team leads | Team leads · Team leads and compliance · Compliance only |
| Who approves procedure and script changes | Servicing compliance | Servicing compliance · Servicing compliance and legal |
| Languages checked | English and Spanish | English and Spanish · English, Spanish and Vietnamese · English only |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample servicing data · “target” = the design goal, measured in the live solution · “estimated” = our estimate, including ≈ 12 minutes a question by hand · “typical” = published figures (HousingWire: FHA ML 2025-06, 243 pages; Consumer Finance Monitor: ML 2025-12, one permanent option every 24 months from 1 Oct 2025). Guide passages in the working solution are abridged for the demonstration. People, servicers, borrowers and loans named on this page are fictional — characters and sample data in the working solution.
Software that answers a servicing question from the investor and insurer guides — FHA, VA, Fannie Mae, Freddie Mac and USDA — together with Regulation X, state rules and your own procedures. Mortgage Servicing Guideline Search answers for all five investors at once, side by side, with every sentence citing the paragraph it comes from.
A portal returns documents. This reads the loan behind the question — investor, days delinquent, prior workouts — keeps only the passages in effect on the date that matters, and writes the answer for that loan, with its dates. It also reads your own call scripts against the rule and flags the ones that disagree.
Every passage keeps its version chain. The effective-date checker uses only the rule in effect — for example ML 2025-12’s 24 months, not ML 2025-06’s 18 — and shows drafts and superseded passages only labelled, beside what replaced them. The change watcher reads each new publication the day it appears.
It says so. The answer writer never writes a sentence without a source; when no passage answers, it says what the library does not hold rather than guess. In the working solution, 23 questions this month came back with no passage found.
It checks them. Every night the procedure checker reads your procedures, scripts, borrower FAQs and letters — in English and Spanish — against the current rules and drafts a redline for each conflict. A procedure writer makes the change and servicing compliance approves it; the agents never publish.
Yes. A team lead sends and approves each answer before it enters the shared library, and script changes need a writer and compliance. The agents read the servicing system but never change a loan, never contact a borrower and never promise an option.
Yes. Who approves answers and script changes, which sources win when two passages disagree, the date an answer is true on, when a question escalates from the floor and which languages are checked are all settings.
The Agentic Solution Engine builds and deploys it from your requirements — your procedures, call scripts, investor mix and a sample of the questions your floor asks — and it goes live once every quality gate has passed. We will walk you through it on your own questions first.
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