1. Objective
This SOP defines how a Virtual Assistant (VA) establishes lender contact on Day 0, follows up weekly (and daily in the final week), relays document requests to the buyer, monitors for red flags, confirms the clear-to-close, and ensures the Closing Disclosure reaches the buyer with the legally required lead time.
The lender is the transaction's critical dependency. Without the clear-to-close, nothing closes. Without the Closing Disclosure delivered three business days before closing, the closing cannot legally proceed. A VA who follows up weekly and escalates anything that drifts keeps the transaction on track. A VA who waits to be told things is a risk multiplier.
From the course: One VA didn't follow up aggressively with a lender. The clear-to-close delayed. The CD couldn't be delivered on time. The first closing was pushed a day. Funds didn't arrive for the second closing. The second closing was pushed to Monday. The seller had movers scheduled for Saturday. One missed follow-up — a chain of consequences.
Where this SOP starts: Executed contract received — Day 0.
Where this SOP ends: Clear-to-close is confirmed, Closing Disclosure is received and acknowledged by the buyer, and all parties are notified.Success looks like: The agent never has to ask "what's the status with the lender?" — they already know, because the VA's Monday check-in covers it.
2. Your Role & Boundaries
2a. What you handle independently
- Establishing lender contact and confirming the day-to-day point of contact on Day 0
- Running the weekly Monday lender check-in from Day 0 through clear-to-close
- Escalating to the agent if the lender does not respond within 48 hours
- Relaying lender document requests to the buyer immediately (same day)
- Following up with the buyer to confirm documents were submitted
- Confirming with the lender when buyer-submitted documents are received and acceptable
- Tracking the Closing Disclosure timeline and confirming it will reach the buyer 3 business days before closing
- Following up with the buyer to confirm receipt and acknowledgment of the CD
- Notifying all parties immediately when clear-to-close is received
2b. What requires agent approval before acting
- Any escalation to the lender beyond the standard weekly check-in when an issue is surfacing
- Any response to the lender that involves a decision about the transaction (e.g., changing the closing date, responding to underwriter concerns)
- Any communication with the buyer about loan status beyond relaying document requests and CD confirmation
2c. What you never do
- You never negotiate on the agent's behalf under any circumstances.
- You never provide pricing, legal, or strategic opinions to any party.
- You never sign or initial any document on behalf of the agent, client, or any party.
- You never communicate directly with the other party's client.
- You never make commitments to the lender about the buyer's financial situation, document availability, or closing timeline without the agent's instruction.
- You never tell the buyer the loan is approved until you have received the official clear-to-close from the lender and the agent has confirmed it.
- You never allow the Closing Disclosure deadline to be missed without escalating to the agent — a CD that doesn't reach the buyer three business days before closing means the closing cannot happen.
- You never stop the weekly check-in because "things seem fine" — lender check-ins happen every Monday regardless of how smooth the transaction feels.
When in doubt: Follow up more, not less. In the final week before closing, daily contact with the lender is the standard.
3. Schedule & Trigger
Trigger: Executed contract received — lender contact is established on Day 0.
Recurring cadence: Weekly Monday check-in from Day 0 through clear-to-close. Daily contact in the final 7 days before the closing date.
High-volume note: If the agent has multiple concurrent transactions with different lenders, all weekly check-ins are tracked independently. Create a separate transaction file entry for each lender and each loan file.
Sequence context: This SOP activates at contract execution alongside Earnest Money and Inspection. It runs concurrently throughout the escrow period and connects to Contingency Removal for the loan contingency, and to Pre-Closing Checklist when the clear-to-close arrives.
If you are unable to complete this task: Notify the agent at the start of your absence or as soon as possible. Flag any open or time-sensitive items. The agent will determine whether to delegate or defer. Never let a recurring deadline pass without flagging it to the agent in advance.
4. Lender Contact Establishment (Day 0)
Immediately after receiving the executed contract:
- Identify the lender from the pre-approval letter in the buyer's file
- Contact the lender to introduce yourself and establish the working relationship:
Hi [Loan Officer Name], my name is [VA Name] and I work with [Agent Name] at [Brokerage]. I'm the transaction coordinator for [Buyer Name] — we've just executed a purchase contract for [Address] and I wanted to introduce myself as your day-to-day contact.
Could you confirm: who should I direct ongoing questions to as the file moves through underwriting — you directly, or is there a processor assigned?
I'll be doing weekly Monday check-ins. Looking forward to working with you.
[VA Name]
[VA phone / email]
- Log in the transaction file:
- Loan officer name, direct phone, direct email
- Processor name and contact (if different)
- Confirmed primary contact for ongoing communication
- Loan type confirmed
5. Weekly Monday Check-In Protocol
Every Monday, from the first business day after contract execution through clear-to-close:
Hi [Lender Contact Name] — checking in on the [Buyer Last Name] file for [Address]. Any updates this week, or anything needed from our side?
[VA Name]
Keep it brief. The goal is to surface any developing issues before they become crises.
Log every response in the transaction file:
- Date of check-in
- Response received (yes/no)
- Any items requested or flagged
If no response within 48 hours:
Follow up once:
Hi [Lender Contact Name] — following up on my Monday check-in for [Buyer Last Name] / [Address]. Please let me know if anything is needed or if there are any updates.
If still no response within another 24 hours: notify the agent. A lender who doesn't respond to check-ins is a yellow flag.
6. Document Request Relay
When the lender requests documents or information from the buyer:
- Relay the request to the buyer on the same business day — do not wait
- Be specific: tell the buyer exactly what is needed, in what format, and the deadline the lender needs it by
Hi [Buyer First Name] — your lender needs the following by [deadline]:
- [Item 1]
- [Item 2]
Please send directly to [Lender Contact] at [email]. Let me know once you've sent it so I can confirm receipt on my end.
[VA Name] on behalf of [Agent Name]
- Follow up with the buyer if you haven't received confirmation of submission within 24 hours
- Confirm with the lender that the documents were received and are acceptable — do not assume
Do's and Don'ts reminder: During this process, be alert if the buyer mentions or asks questions about making large purchases, changing jobs, or opening new credit accounts. Relay these conversations to the agent immediately — any financial change during the loan process can affect the loan approval.
7. Red Flags — Escalate to Agent Immediately
Escalate any of the following to the agent — do not attempt to resolve independently:
| Red Flag | Why It Matters |
|---|---|
| Lender requests unusual or excessive documentation (tax returns, bank statements going back 3+ years) | May indicate underwriting concerns |
| Buyer mentions a new car purchase, job change, or new credit account | Can change debt-to-income ratio and jeopardize approval |
| Lender or processor changes mid-transaction | File may be experiencing a problem |
| Closing date risk mentioned by lender | Impacts all dependent parties — needs agent attention immediately |
| Lender stops responding to check-ins | Process has stalled somewhere |
| Underwriting questions about the property (rather than the buyer) | May indicate appraisal or condition concerns beyond standard process |
Escalation message:
Hi [Agent Name] — flagging a lender issue for [Address] that needs your attention.
Issue: [Specific factual description]
Current status: [What you know]
Deadline concern: [Yes/No — explain if yes]
Awaiting your direction.
[VA Name]
8. Clear-to-Close Protocol
The clear-to-close (CTC) is the most important notification in the transaction. When it arrives:
Notify all parties immediately:
Hi [Agent Name] — CLEAR-TO-CLOSE received for [Address]. Lender confirmed at [time].
[VA Name]
Then notify:
- Title/escrow company: "Clear-to-close received for [Address] / [Buyer Name]. Confirming closing date of [date]."
- Cooperating agent: "Clear-to-close received for [Address]. Closing is proceeding as scheduled on [date]."
Wire fraud warning: Wire fraud is the fastest-growing real estate crime in the U.S. Criminals intercept email communications and send fraudulent wire instructions that appear to come from the title company or closing attorney. Before the buyer wires any funds: the buyer must verify the wire instructions by calling the title company directly, using a phone number found independently — not from any email, even one that appears legitimate. The VA's role is to make sure the agent is aware that this warning has been communicated to the buyer before closing day.
Begin the pre-closing checklist per Settlement Statement Review Protocol.
9. Closing Disclosure (CD) — TRID Compliance
Federal law (TILA-RESPA Integrated Disclosure / TRID): The lender must provide the Closing Disclosure to the buyer at least three business days before the scheduled closing date. The buyer must acknowledge receipt. This waiting period cannot be waived.
Counting business days correctly:
- "Business days" for TRID purposes means all days except Sundays and federal holidays (Saturday counts)
- If closing is on Friday: CD must be delivered (and received) by Tuesday at the latest
- If closing is on Monday: CD must be delivered by Wednesday of the prior week
- Work backward from the closing date and confirm the delivery deadline with the lender well in advance
Follow up with the lender:
At least 5 business days before closing, confirm when the lender plans to send the CD:
Hi [Lender Contact] — with closing scheduled for [date], the CD needs to reach [Buyer Name] by [CD deadline date]. Can you confirm when you expect to send it?
When the CD is sent:
Follow up with the buyer to confirm receipt and acknowledgment:
Hi [Buyer First Name] — your lender has sent the Closing Disclosure, which details your final loan terms and closing costs. Please review it and confirm receipt via [method — email reply / lender portal acknowledgment].
If you have any questions about the numbers, please contact [Agent Name] at [agent contact] or [Lender Name] at [lender contact].
We need your acknowledgment confirmed by [date] to proceed to closing as scheduled.
[VA Name]
If the CD is delayed beyond the window:
Notify the agent immediately — the closing date may need to move. Do not attempt to resolve this without the agent.
10. Checklist
Day 0
- ☐ Lender contact established — name, direct phone, email
- ☐ Primary day-to-day contact confirmed (loan officer vs. processor)
- ☐ Lender introduction sent
Weekly Check-Ins
- ☐ Monday check-in sent every week from Day 0 through CTC
- ☐ Every response logged in transaction file
- ☐ Agent notified if no response within 48 hours of check-in
- ☐ Daily contact initiated in final 7 days before closing
Document Requests
- ☐ Lender document requests relayed to buyer same business day
- ☐ Buyer submission confirmed
- ☐ Lender acceptance of submitted documents confirmed
Red Flags
- ☐ Financial change by buyer (job, purchase, credit) flagged to agent immediately if observed
- ☐ Any lender-side concern escalated to agent immediately
Clear-to-Close
- ☐ CTC received — agent notified immediately
- ☐ Title/escrow company notified
- ☐ Cooperating agent notified
- ☐ Pre-closing checklist initiated (Settlement Statement Review Protocol)
Closing Disclosure
- ☐ CD delivery date confirmed with lender at least 5 business days before closing
- ☐ CD deadline calculated correctly (3 business days — excluding Sundays and federal holidays)
- ☐ Buyer confirmed CD received and acknowledged
- ☐ CD delay (if any) flagged to agent immediately
11. Tools & Access
| Item | Details |
|---|---|
| Lender contact | [From buyer's pre-approval letter / executed contract — establish at Day 0] |
| Transaction timeline | [TMS or Google Drive — log every lender contact and milestone] |
| Buyer contact | [CRM buyer profile — confirm preferred channel for document requests and CD notification] |
| Agent's urgent channel | [For red flags and CTC notification — confirm at onboarding] |
| TRID CD deadline calculator | [Count from closing date backward — 3 business days excluding Sundays and federal holidays] |