Context
A mortgage servicer's approval process ran through email chains and shared Excel files. Average approval time was 4 days. Auditors flagged the lack of a traceable decision trail.
Mortgage
Mortgage Approval Workflow Automation
Average approval time dropped from 4 days to 6 hours. Audit findings resolved. Zero manual routing errors in 6 months post-launch.
Solution
Replaced email-based approvals with a Power Automate workflow integrated into Microsoft Teams. Conditional routing, SLA timers, automatic escalation, and a full audit log in SharePoint.
Constraints
- • Needed to maintain current approver permissions in Entra while migrating routing logic.
- • Required full traceability for auditor replay of approval decisions.
4d → 6hApproval time
0Audit findings
Week 1
Process decomposition
Documented approval branches, exceptions, and escalation thresholds.
Weeks 2-4
Workflow implementation
Built Teams-triggered orchestration and decision logging pattern.
Week 5
Pilot + rollout
Launched by loan segment with compliance validation checkpoints.
Timeline
5 weeks
Stack
Power AutomateMicrosoft TeamsSharePointAzure Service Bus