“As far as operations, we have a higher touch with our borrowers and our investors. There is complete transparency and complete accuracy. And that builds long-term trust. That h…
Borrower Portal
Give borrowers the answers before they call.
A branded self-service portal where borrowers see current loan details, pull their own statements and notices, submit payments, and message your servicing team.
JUMP TO:
SEE THE DIFFERENCE
Turn routine questions into self-service.
Every balance request, statement reprint, and payoff question that reaches your team is time spent on information the borrower could have pulled themselves. TMO publishes loan data, documents, and payment options straight from your database, so borrowers get current answers on their own and your servicers get their day back.
- Show current loan details, payment history, and upcoming payment amounts
- Share statements, notices, and payoff letters the moment you check a box
- Collect payments online and allow saved payments for future use
Solutions & Capabilities
One portal for everything borrowers need to ask
Loan Transparency
Borrowers land on what’s due and what’s owed. Expanding any loan opens the details they call about — rate, balance, maturity, trust and reserve balances — and Loan History gives them every posted payment, exportable to Excel.
- Open on the upcoming payment amount and due date, the last posted payment, and recent documents
- Expand any loan for interest rate, maturity date, principal balance, loan amount, late charge totals, trust balances, and unpaid miscellaneous charges
- Consolidate multiple loans into one portal for repeat borrowers
Documents & Messaging
Post a document, check one box, and it’s live. Borrowers pull what they need, upload what you asked for, and everything they send lands securely inside TMO.
- Share billing statements, payoff letters, notices, and tax documents, plus files created outside the system
- Let borrowers upload documents that route straight to your servicing team
- Exchange secure messages that land in the TMO inbox, where your team is notified and requests get assigned
Online Payments
Borrowers already on pre-authorized ACH see their upcoming draft date and amount without lifting a finger. Payments can also be sent manually via ACH or debit cards.
- Pay each loan individually from a consolidated multi-loan view
- Accept ACH and debit card payments through a payment processing integration
- Show pre-authorized ACH borrowers their upcoming payment date and amount
HOW IT WORKS
How the borrower portal works.
Step 1
Publish loan data
Transmit data from TMO to push current loan data to the portal.
Step 2
Share documents
Attach statements, notices, and letters, then check “make available online.” Documents go live immediately.
Step 3
Set your sync
Transmit in the morning or at the end of the day, whichever fits your workflow, so balances and payments stay current for borrowers.
Step 4
Handle what comes back
Borrower messages, online payments, and uploaded documents return to TMO, where you take it from there.
See the borrower portal in action.
SECURITY & COMPLIANCE
Give borrowers access without giving up control.
Every loan gets its own login, borrowers can set their own password strength, and nothing reaches the portal until you publish it or mark it available. Secure messaging keeps loan conversations off email, where you can’t verify who’s on the other end.
- Let borrowers reset to a longer, more complex password of their own
- Control exactly what borrowers see, uncheck a document and it leaves the portal immediately
- Exchange sensitive information through secure portal messaging instead of email
Partnerships & Integrations
Connect the borrower portal to the payment rails and servicing tools your team already runs, so payments post accurately, documents stay current, and borrowers get one consistent experience as you scale.
Frequently Asked Questions (FAQs)
What is a borrower portal?
A borrower portal is a secure, branded, web-based self-service tool that lets borrowers view loan details, pull statements, submit payments, and message their servicer without calling in. In The Mortgage Office, the portal pulls data directly from your servicing database so borrowers see current balances, upcoming payments, and documents as soon as you publish them.
What can borrowers do inside the portal?
Borrowers can check current loan details like rate, balance, and maturity date, download statements and payoff letters, upload requested documents, and send secure messages to your servicing team. They can also make one-time payments or view their upcoming pre-authorized ACH draft date and amount, all from one login even if they have multiple loans.
How is a borrower portal different from just emailing borrowers their statements?
A borrower portal centralizes documents, payments, and messaging behind a secure login rather than sending sensitive loan information through unencrypted email. Because email can’t verify who’s actually reading a message, portal messaging keeps loan conversations traceable, and documents can be added or removed from view instantly.
How do I share documents with borrowers through the portal?
Attach the statement, notice, payoff letter, or tax document in TMO and check “make available online.” The document goes live in the borrower’s portal immediately, and unchecking that box removes it just as fast. Additional custom docs or miscellaneous documents generated outside of TMO can be uploaded and shared as well.
How are payments processed through the borrower portal?
Borrowers can pay via ACH or debit card through a payment processing integration, or rely on pre-authorized ACH drafts that automatically show their upcoming date and amount. Borrowers with multiple loans can pay each one individually from a single consolidated view instead of logging in separately for each.
What’s the difference between manual and pre-authorized ACH payments in the portal?
Pre-authorized ACH borrowers have payments drafted automatically and simply see their upcoming date and amount in the portal with no action required. Manual payments require the borrower to log in and submit an ACH or debit card payment each time, and the portal also supports saving payment methods for future use.
What happens if a borrower forgets their portal password?
Borrowers can reset their own password directly in the portal without contacting your servicing team. The Mortgage Office lets borrowers choose a longer, more complex password during reset, which keeps access secure without adding a support ticket to your team’s queue.
What happens if a borrower has more than one loan?
Multiple loans can be consolidated into a single portal login, so repeat borrowers don’t need separate credentials for each account. They can expand any individual loan for full details or pay each loan separately from one consolidated view.
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