Sites for mortgage brokers, real estate referral partners and commercial borrowers, built around the loan origination system rather than competing with it.
Experience Cloud gives lenders secure, branded sites for the outside parties who feed and support their loan pipeline. Wholesale and non-delegated correspondent lenders use it to approve and manage brokers, collect licensing and compliance documents and accept loan scenarios. Retail lenders give real estate agents and builders a place to refer buyers and see milestone updates. Commercial and small business lenders collect financial statements, covenant certificates and renewal documents from borrowers. Each site draws on Salesforce records, so loan officers, account executives and credit teams see the same partner activity.
Mortgage and lending is a partial fit for customer portals, and the reason is specific. Most consumer mortgage lenders already give borrowers an application and document experience through a point-of-sale tool tied to the loan origination system, and duplicating it in Experience Cloud usually creates confusion about where to upload what. The strongest use is with partners and business borrowers, where the origination system offers little: third-party originator management, referral relationships and ongoing commercial credit monitoring. Experience Cloud adapts through partner licenses, account-based sharing so each broker or agent sees only their own loans, and integrations that show status from the origination system instead of storing loan files. For a lender whose borrower-facing tools already work, that narrower scope is where the return lies.
Brokers apply through the site, upload licensing, errors and omissions coverage and signed agreements, and complete required attestations. Account executives and operations staff review each file in Salesforce, request missing items and approve the relationship. Periodic recertification runs through the same site, with reminders before licenses or coverage lapse, so the lender keeps a complete record of every third-party originator it works with.
Approved brokers can submit scenarios for guidance before a formal submission and see status on loans already in process, pulled from the origination system. Account executives spend less time answering where a file stands, and brokers see conditions outstanding without calling. Submission itself usually stays in the origination system or its broker channel, with the site linking to it so brokers are never unsure where the official file lives.
Agents and builders who send buyers want to know when a preapproval is issued and when a loan clears to close. A partner site shows referred buyers' milestone status, within the borrower's authorization, and gives partners co-branded materials where permitted. Loan officers see referral activity by partner, which helps them focus relationship time on the agents who send business and thank them appropriately.
Commercial and small business loans require ongoing financial statements, tax returns, rent rolls and compliance certificates after closing. A borrower site shows what is due and when, accepts uploads and logs receipt against each covenant requirement. Credit and portfolio teams track late items in Salesforce and follow up before a missed covenant becomes a problem that forces an awkward conversation with the borrower at renewal.
The key decision is keeping the loan file in the origination system and bringing only milestones, conditions and key dates into Salesforce as read-only records. Partners, whether brokers, agents or builders, should be accounts with contact-level portal users, so sharing follows the company relationship and access ends cleanly when someone leaves. Licensing and compliance documents need structured records with expiration dates and states. For commercial lending, covenants and reporting requirements should be child records of the loan, each with a due date and status that drive reminders and exception reports.
Supplies loan milestones, conditions and closing dates for partner status views, and remains the system of record for applications, disclosures and the loan file.
Verifies broker and loan originator license status by state, so approvals and recertification reflect current registry information rather than uploaded copies alone.
Provides balances, maturity dates and covenant schedules so borrower sites show accurate reporting requirements and portfolio teams can track exceptions against real terms.
Borrower information is covered by GLBA privacy obligations, and referral partners are not entitled to loan details. Share only milestones the borrower has authorized, never credit or income data, and review partner site content and notifications with compliance before launch.
Co-marketing and referral arrangements with real estate agents and builders can raise RESPA concerns. Have compliance and counsel review what the partner site offers, including shared materials and lead exchange, so the technology does not quietly create an arrangement that needs legal review.
If borrowers already upload documents through a point-of-sale tool, do not add another place for consumer loan files. Confusion leads to lost documents and delayed closings. Reserve Experience Cloud uploads for partners and commercial borrowers, where no other channel exists.
Client names are anonymized.
Sometimes, but usually not for the application itself. If your origination system includes a borrower point-of-sale tool, keep applications and disclosures there. Experience Cloud can still help after closing, for example with a help center, servicing questions or a home equity inquiry, as long as borrowers are never unsure which site to use for which task.
They can submit scenarios and supporting documents, but formal submission is best handled by the origination system or its established broker channel, which manages disclosures, pricing locks and compliance checks. Experience Cloud complements that by handling broker onboarding, communication and status. Duplicating submission logic in two systems adds risk without much benefit for most wholesale lenders.
Each broker company is an account, and each loan officer or processor there has a portal login. Sharing rules show users only loans tied to their company, and managers can see their whole team. When a broker relationship ends, deactivating the account removes access for everyone at once, which keeps the lender's third-party originator oversight clean.
Yes, particularly for commercial and agricultural borrowers who send ongoing financial reporting, and for referral relationships with local agents and builders. Smaller institutions often start with one site for business borrowers, then add partner features later. We scope the first phase around the process that currently consumes the most staff time through email and paper.
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