Operations

The Operations module measures pipeline efficiency with lender turn time analysis, SLA-based aging reports, and loan conversion and fallout tracking.

Overview

Operations analytics help you answer questions about process efficiency:

• Which lenders process loans fastest?
• Which loans are overdue based on expected timelines?
• What is your overall conversion rate from application to funding?
• Where in the pipeline are loans falling out?

Lender Turn Times

The lender turn time report measures how long each lender takes to move loans through key pipeline milestones. This helps you identify which lenders are fastest and which may be creating delays.

Metrics Per Lender

Metric	Description
Lender Name	The lender’s name
Avg Submission to CTC	Average days from Submitted to Underwriting to Clear to Close. Measures underwriting speed.
Avg CTC to Funded	Average days from Clear to Close to Funded Date. Measures closing/funding speed.
Avg App to Funded	Average days from App Intake to Funded Date. Full lifecycle measurement.
Loan Count	Number of funded loans used to calculate the averages. Higher counts indicate more reliable averages.

The table is sorted by loan count (highest first), so lenders with the most data appear at the top.

Using Turn Time Data

• Lender selection — When choosing where to submit a loan, consider which lenders historically close fastest.
• SLA negotiations — Use turn time data to set expectations with lenders and negotiate service level agreements.
• Process improvement — Identify lenders with unusually long turn times and work with them to improve.

Aging Reports

The aging report identifies loans that have exceeded their expected time in a pipeline stage, based on predefined SLAs (Service Level Agreements).

Default SLAs

The system defines expected timelines for key stages:

Stage	Expected Next Stage	Days Allowed
App Intake	Disclosed	3 days
Disclosed	Submitted to UW	7 days
Submitted to UW	Approved w/ Conditions	14 days
Approved w/ Conditions	Clear to Close	7 days
Clear to Close	Funded	10 days

A loan is considered “overdue” when it has been in its current stage longer than the allowed number of days.

Summary Buckets

The aging summary groups overdue loans into buckets:

Bucket	Description
1-7 days overdue	Slightly past SLA — may just need a follow-up
8-14 days overdue	Noticeably delayed — warrants investigation
15-30 days overdue	Significantly delayed — likely needs escalation
30+ days overdue	Critically overdue — immediate attention required

Overdue Loan Details

Each overdue loan shows:

Field	Description
Loan Number	Broker loan number
Borrower	Borrower’s full name
Loan Officer	Assigned LO
Status	Current pipeline stage
Days Overdue	How many days past the SLA the loan is
Loan Amount	Dollar amount
Expected Days	The SLA for this stage

The list is sorted by days overdue (most overdue first).

Conversion Analysis

The conversion report measures your application-to-funding success rate and identifies where in the pipeline loans are falling out.

Overall Metrics

Metric	Description
Overall Rate	Percentage of applications that resulted in a funded loan
Total Apps	Number of applications received in the period
Total Funded	Number of applications that reached funding
Comparison	Change in overall rate versus the prior period

Conversion Breakdowns

Conversion rates are broken down across four dimensions:

Breakdown	Description
By LO	Each loan officer’s conversion rate (apps, funded, rate)
By Lender	Conversion rates per lender
By Lead Source	Which lead sources have the best conversion rates
By Loan Type	Conversion rates by loan product type

Each breakdown shows the number of applications, number funded, and the resulting conversion rate.

Fallout Analysis

The fallout report analyzes adverse loans (loans that did not successfully close) and groups them by the last pipeline stage they reached before going adverse:

Fallout Stage	Description
Pre-Application	Fell out before any pipeline dates were set
App Intake	Had an app intake date but no submission
Underwriting	Was submitted to underwriting but never approved
Clear to Close	Was cleared to close but never closed
Post-Closing	Had a closing date but never funded

This helps identify where in your process the biggest drop-offs occur, so you can target improvements.

Monthly Trend

A monthly trend chart tracks conversion rates over time, showing apps, funded loans, and the conversion rate for each month. This helps identify seasonal patterns or the impact of process changes.

Filtering

Operations analytics support the full set of extended filters:

Filter	Description
Date Range	Scope the analysis period
Loan Officer	Filter to a specific LO
Branch	Filter by branch
Lead Source	Filter by lead source
Lender	Filter by lender