File & Data Management

Can a file be created without an email address?

No, an email address is required to create a file as it is the unique identifier for a person's record in the system.

How should we handle files with credit issues or lost deals? Can they be removed or hidden for better organization?

You can archive, if the file does not have Trid, or adverse, if the file had TRID triggered. This removes them from your main pipeline view but preserves the data. You can access archived files later if needed.

Can files be exported from Lending Pad and imported into ARIVE all at once?

• For 3.4 XML files, No, there is no mass import functionality. Files must be transferred individually.
• You can import borrower data in an excel format into the Leads Section.

If multiple applications are started separately, can they be merged into one file?

Yes, applications can be merged by downloading the second file and then updating into the main application.

How do you handle a situation where a client applies individually but then needs to be added as a co-borrower to a new loan file?

You can manually add the client as a co-borrower to the new loan file or import the 3.4 file into the other application file.

How can a document be moved to the "unused" folder instead of being deleted?

In the document section of the loan file, you can select a document and choose the "move to unused" option.

Is it possible to duplicate or "clone" an application to compare different loan scenarios?

Yes, you can clone a loan file to create a copy and then modify the new file to reflect a different loan scenario.

Do we need to upload all condition documents to ARIVE, or just the documents from the lender?

You should upload all documents to ARIVE, as it serves as your system of record.

For TBD (To Be Determined) scenarios that may not become real files, should we toggle the MCR (Mortgage Call Report) setting off and on?

NO, you should not toggle the MCR setting for TBD files that are not yet actual loans. The MCR toggle should only be used for Test Files you have created.

Is there a general document upload link for clients that is not tied to a specific loan file?

No, all document uploads must be tied to a specific loan file.

Is it possible to move a loan application that didn't progress back into the "leads" section?

Yes, once a file has been moved from "Leads" to a full application, it can be moved back. You do have to archive or adverse the loan file as it is converted to a new lead file.

If a loan is archived, can the information be retrieved later?

Yes, you can access archived loans by changing the filter in your pipeline view to "Archived".

Can we get a report of all our active loans?

Yes, the "Reports" section allows you to generate a custom pipeline report of all active loans.

Is there a way to see a history of all the changes made to a loan file?

Yes, there is an activity page within a loan file that provides an audit trail of all actions and changes made to that file.

Credit, Pricing & Fees

How does pulling credit work for co-borrowers? Is it a single charge?

When you pull credit for a loan with co-borrowers, it is typically a single charge from the credit vendor, not a separate charge for co-borrower. Additional borrowers will each have their own credit report which will be a separate charge

Can you demonstrate how to share a link for the client to pay for their credit report?

Yes, There are a few options to have your own Credit Pay Link shared with Borrowers automatically. Sharing SmartPay Credit Links ? ?

Does the pricing for correspondent lenders like Rocket match what's in the lender's portal?

The pricing should be identical. The Pricision engine in ARIVE pulls directly from the lender's rates. Any minor discrepancies usually have to do with scenarios being configured slightly differently in ARIVE vs the Investors Portal.

What is the source of the pricing engine, and is it more reliable than other pricing tools?

The Pricing Engine is proprietary, internally referred to as ARIVE Pricision, pulls directly from the lender's rates.

Can you demonstrate how a credit report is pulled outside of ARIVE, will it still show up in the system?

• If you have pulled credit in a Credit Vendor Portal, you will need to Reissue into ARIVE.
• If you pull credit directly from an Investor Portal, Those Credit Reports belong to the investor and you will not be able to reissue. You can upload the report pdf and manually enter the liabilities.

Why was I unable to generate a quote for a 45-day lock? Is the system limited to 30 days?

The system is not limited to 30 days. The inability to get a 45-day lock quote is likely due to the specific lender's available lock periods for that product, not a system limitation.

Is the broker compensation plan already built into the pricing, and can it be adjusted?

Yes, the Lender Paid broker compensation is built into the pricing scenarios. It can be adjusted as a Borrower Paid on a per-loan basis.

In the correspondent channel, can we build in the amount we want to charge the client?

Yes, you can add an origination fee to a loan.

What is the difference between points, broker fee, and originator compensation on a non-delegated correspondent file?

In this context, they are often related. "Points" are fees paid to the lender to reduce the interest rate. "Broker fee" or "originator compensation" is the amount the originator/brokerage is paid for the loan, which can be paid by the lender (Lender-Paid Comp) or the borrower (Borrower-Paid Comp).

For correspondent loans, if there is a rebate (negative points) that is not given to the borrower as a credit, does it get paid to the company/originator?

Yes, any excess rebate that is not used as a lender credit to the borrower is typically paid to the originating company as premium or originator compensation.

Are there QM (Qualified Mortgage) tests in the system to check if points and fees are within the legal cap?

Yes, ARIVE has a built-in QM Test available to run that will alert you if the loan's points and fees exceed the legal threshold.

Where is the fee for a third-party processor added?

The fee for a third-party processor should be added in Section A of Fees Tab in the loan file.

How do you add a custom fee that is not on the standard list?

In the "Fees" section, there is an option to "Add Fee." in each section of the fee worksheet. Each section has a set list of fee names if your fee is not listed there is an “Other” option. You can then name the fee, set the amount, and specify who it is paid to.

Are the fees listed in the system general estimates, or are they specific to each lender?

The fees can be both. There are general fee closing cost rules company admins can set up, but when you price a loan with a specific lender, the system will pull in that lender's specific fee schedule.

Where can I find the pricing templates and scenarios that were previously created?

Pricing templates and saved scenarios can be found in your personal user settings under the "Pricing Template" section.

Are lender fees automatically set in ARIVE, similar to Lending Pad?

Yes, when you select an integrated lender and run pricing, their specific fees are automatically pulled into the fee worksheet.

Is there a relationship between running credit through ARIVE and the generation of trigger leads compared to using a vendor's website directly?

No, the method of pulling credit (through ARIVE vs. directly from a vendor site) does not change whether a "trigger lead" is generated. Trigger leads are created by the credit bureaus when a mortgage credit inquiry is detected, regardless of the platform used.

How do you refresh the pricing once it's already been run?

Within the pricing results screen, there is a "Refresh" or "Reprice" button that allows you to get the latest rates without starting over.

How do you lock a loan with a correspondent lender?

The lock process is still managed on the Investor Portal, after locking with the Investor a record of the lock will be entered into the File in ARIVE.

If we make a change in the "Fees" section, does it automatically update the Initial Fee Worksheet?

Yes, any changes made in the Fees section are automatically reflected on the IFW when it is generated. WIll not update existing disclosure documents.

Loan Processing & Workflow

How is Mortgage Insurance (MI) handled for different loan types?

• With the PITI section of the Loan and Property Section, you will have the option to select how the MI is entered for the File. If choosing for PPE to populate the amount then
• For conventional loans, Pricing Engine can include either MI quotes or MI exact rates if provided, from integrated investors directly within ARIVE.
• For government loans like FHA, the MI/MIP is automatically calculated to the appropriate % based on the loan parameters.

Are we supposed to manually change the loan status (e.g., from Prospect to Qualification)?

Yes, you typically need to manually update the loan status as it progresses through the pipeline, unless you have configured automation rules to do this based on certain triggers.

Can the Guaranteed Underwriting System (GUS) for USDA loans be run directly in ARIVE?

No, GUS cannot be run directly within ARIVE. You must run it through the USDA's portal.

How should we process a USDA loan if GUS cannot be run in the system?

You will need to run the GUS findings outside of ARIVE, save the results as a PDF, and then upload that document to the loan file in ARIVE.

Why does the FHA, VA and USDA guaranteed fee sometimes appear as a negative credit?

The fee is being calculated correctly but how it is displayed can be confusing. You will see the fee in Section A as a charge, then as a negative credit on the bottom of the fee worksheet, as it is a charge that is financed into the Loan amount.

Which fees come in automatically from the pricing engine, and which do not?

All Lender fees from integrated partners, and all Manual Lenders fees that have been added are populated automatically. Other third-party fees, like appraisal or credit report fees are possible to populate automatically if added at the Company settings Closing Cost Template.

Does the property address need to be entered before sending the file to the investor?

Yes, for a complete application to be submitted to a lender for underwriting, a property address is needed, unless you are submitting for a TBD Underwriting Preapproval with the investor .

If a date is entered for a contingency, will it automatically create a task or does an automation rule need to be set up?

It will not automatically create a task. You must set up an automation rule to trigger a task based on the entry of a contingency date.

When is the TRID (TILA-RESPA Integrated Disclosure) clock triggered—when the loan is registered or when the lender deems the application complete?

The TRID clock is triggered when the loan file has the six key pieces of information (Name, Income, SSN, Property Address, Estimated Value, Loan Amount). It is not triggered simply by registering the loan.

Does mortgage insurance (MI) automatically populate for FHA loans based on the down payment?

Yes, for FHA loans, the system will automatically calculate and populate the required upfront and monthly mortgage insurance premium (MIP) based on the loan terms.

Can tasks trigger automatic emails or texts?

Yes, you can configure the automation rules to send email or text notifications when a task is created or its status changes.

In the application configuration, which settings should be turned off to avoid triggering TRID prematurely?

• You should review under User settings, the POS Config page. The Recommended settings have been configured for the Company but remember any changes you make in your User Setting Override these.
• For Purchase Loans- Recommend removing option for Street Address
• For Refinance Loans - Recommend removing options for Estimated Value and Loan Amount

Can we use our own custom pre-approval letters, and will realtors see the custom one or a template?

No, Equity Smart is creating and uploading a custom pre-approval letter, soon. When you generate the letter, that is what the realtor and client will see.

How can we best utilize the "TBD" (To Be Determined) property address feature?

Use the TBD feature for pre-approvals when a property has not yet been identified. This allows you to run pricing and DU without a specific address.

Why are we getting a "Creditentials" error when trying to run DU (Desktop Underwriter)?

This error almost always means that the credentials (username/password) for Fannie Mae that have been entered into ARIVE are incorrect or have expired.

What is the process for submitting a file to a lender that is not integrated with ARIVE?

You will need to export the loan data (typically as a 3.4 file) from ARIVE and then manually upload it to that lender's portal.

How do we handle a loan for a property in a state where we are not licensed?

You should not proceed with the loan. For compliance, you can only originate loans in states where you and your company are licensed.

Client and Business Partners Interactions

When a loan has multiple borrowers, do we send an invite to each person?

Yes, send a separate invitation to each borrower. They will each get a unique, secure link to their portion of the loan application.

Can co-borrowers see each other's private information when filling out the application?

No, the system is designed to protect private data. Co-borrowers cannot see each other’s sensitive information, such as Social Security Numbers or credit details.

How do you add contract processors to a file? What if they don't have an ARIVE account?

• You can add them in the User setting My teams and then add on the loan file.
• If they don't have an ARIVE account, you can send them an invitation from the system, which will prompt them to create a free account to access the file.

Assuming a real estate agent is new, how do we add their contact information?

In the "Contacts" section of the loan file, you can select "Add New Contact" and choose "Real Estate Agent" as the contact type. This will save their information to your database for future files.

What if we have our own Letter of Explanation (LOE) template? Can we use that for e-signature?

Yes, you can upload your custom LOE template to the loan file. To use it for e-signature, you would use ARIVE’s built-in e-sign tool (or an integrated one like DocuSign) to add signature tags to the uploaded document before sending it.

How do you prepare and send a fee worksheet to a borrower?

A fee worksheet can be generated from the "Fees" section. From there, you can download it as a PDF to email directly, or you can share it securely through the borrower portal for the client to review.

Can rate alerts be set up to notify both the loan officer and the client?

Yes and No, when you configure a rate alert, the notification will be sent to just the loan officer.

If a client starts as a lead, do they use the same login when their file is converted to a full application?

Yes, the client will use the same login credentials. Their view simply upgrades from the lead portal to the full borrower portal once you convert the file.

Can email templates be sent in Spanish?

Yes, but you would have to create the Spanish version of the template yourself. The system supports multi-language text, but it does not perform automatic translation.

Where is the "Smart Fees" button located?

• It is located within the "Fees" section of a loan file and is used to pull in Title Company specific fees after pricing.
• Smart Fees is an integrated and connected service included as part of your standard ARIVE subscription. This feature is provided to ARIVE users through a partnership with Colaity, a third-party service provider specializing in this data. It is critical for all users to understand that while Smart Fees is accessible through the ARIVE platform, the underlying data, its maintenance, and its accuracy are solely managed by Colaity.
• ARIVE, does not maintain, guarantee, or assume liability for the accuracy, completeness, or timeliness of the data provided by the Smart Fees service.
• Users should exercise due diligence and independent verification when relying on this data for critical business decisions.

Can you use the 'Tab' key to move between fields when inputting data?

Yes, standard keyboard navigation, including using the 'Tab' key, is supported.

What happens if my external DocuSign account is associated with a different email address than my ARIVE login?

Is it possible to have two separate ARIVE accounts with the same email address?

No, an email address is the unique identifier for an account and can only be used once.

How do you manage team members' access to loan files?

Access is managed on a per-file basis by adding or removing team members.

Training & Support

What ongoing training and support resources are available for learning ARIVE?

ARIVE provides live Q&A sessions, a knowledge base with help articles, and "quick start" guides.

How do we access the live Q&A sessions?

An invitation or link to the live Q&A sessions is typically sent out via email or posted in the company's internal communications.

Are there any "quick start" guides available for new users?

Yes, these are available in the ARIVE help center or knowledge base.

How do we request a new feature or enhancement?

There is a "Feature Request" or "Feedback" link within the ARIVE platform where you can submit your ideas.