FAQ
Logging In
How do I reset my password?
Resetting your password is simple, follow this link to watch a quick video on how to reset your password.
I have been locked out of my account; how do I regain access?
If you have been locked out of your account, please contact Broker Support at brokersupport@haventreebank.com.
Loyalty
Where can I see my loyalty level and how many points I have?
You can see your Elite Loyalty level and points earned on the main page after you log in. You will see a badge on the right side with your points balance.
Can I redeem my loyalty points in the broker portal?
Yes. Just follow the “redeem points” link below your Elite Loyalty badge.
Deal Management
Who is the underwriter on my file and how can I contact them?
Click into a specific loan and you will see your underwriter listed on the loan details tab within the loan record.
How do I see my deal pipeline?
Viewing your pipeline is easy. Simply watch this video to learn how.
Where can I see how much commission I will receive on my deal?
Click into a specific loan and you will see your commission listed on the loan details tab within the loan record.
Where can I see the approval progress of my loan?
Click into a specific loan and you will see your loan progress at the top of the page in the green bar.
How do I upload my clients’ documents?
Uploading your clients documents is simple. Click into a specific loan and click the Documents tab. Drag and drop your documents to the upload section. Watch this video to learn how.
How do I download my commitment letter or other documents for my client?
Downloading your clients’ documents is simple. Click into a specific loan and click the Documents tab and click the green download button next to the document needed. Watch this video to learn how.
What do I do if I’ve uploaded the wrong documents?
Send a quick note to your underwriter in the loan conversations tab to let them know and we will take care of it.
How do I tell my underwriter which term I want from the quote letter?
Click into a specific loan and start a conversation with your underwriter in the Loan conversations tab to let them know which term you prefer. Watch this video to learn how.
I don’t see my deals under loans that need your attention. Why?
Loans that need your attention are loans that are closing within the next thirty (30) days and still have outstanding conditions. Watch this video to learn how to find your loan.
Where do I find my Quote Letter?
You can find your quote letter by clicking into a specific loan and selecting the Documents tab. Click the green download button next to the quote document. Watch this video to learn how.
Account Management
How can I update my contact information?
Click on “my profile” at the top of your screen to be directed to the “my details” page, where you can update your phone number, language preference and address. Watch this video to learn how. If you need to update your E-mail address or Brokerage name, please contact broker support at brokersupport@haventreebank.com.
Communications
How do I choose how often I want to receive communications regarding my in-flight loans with you?
Click on “My Profile” at the top of your screen and then click on “My Preferences”, where you can choose how often you receive messages regarding your loans with Haventree Bank. Watch this video to learn how.
How do I communicate with my underwriter directly in the Broker portal?
Click into a specific loan and start a conversation with your underwriter in the Loan Conversations tab. Watch this video to learn how.
Can I respond to the E-mail alerts I receive on a loan?
You can respond to any loan conversation alerts you receive, (remember do not include any personal identifiable information in your response as E-mail is not secure). Do not reply to any automated alerts or updates you receive from “No-Reply” as that inbox is not monitored.
Products and Promotions
Where do I go to learn more about your products and lending guidelines?
Click the resources tab at the top, on the main page after logging in.
How can I level up faster in the Elite Loyalty program?
Sending us more business is a definite way to level up! However, we will have promotions throughout the year that would offer bonus points. Make sure you are signed up to receive our promotional E-mails in the “My Preferences” section on “My Profile”.