The borrower documents tab inside BNTouch is one of the most-used screens in the entire CRM, and most loan officers run it at 40 percent of its capability. The screen handles four jobs: shared file storage that any team member can access, electronic signature requests with renewal controls when a borrower forgets to sign, custom file status management for tracking processing milestones, and preset document request lists so a stack of standard files can be requested in one click instead of seven. The borrower receives every request through their borrower portal or as a push notification through the Mortgage Circles mobile app, depending on their preference.
“The first area that will appear here is the document storage and sharing list. This list will show files that you and other users have uploaded” [oNSMzA8G_Zw m1]. So the screen functions as a per-record file storage area. Every document uploaded to a borrower’s record shows up here. Anyone on the team with access to the record can see the file, download it, and view the upload metadata.
The detail worth noting: this is shared across the team, not siloed to the LO who uploaded the file. When a processor needs the bank statement that the loan officer uploaded yesterday, the processor opens the borrower record, clicks documents, and finds it. No “can you send me that file” Slack message.
How the borrower sees what you share
When you upload a file and choose to share it with the borrower, the borrower has two ways to see it: “[Choose] whether to alert them in their borrower or partner portal, via email or via a push notification through the Mortgage Circles mobile app” [oNSMzA8G_Zw m2]. The push notification path matters because borrowers do not check email reliably, but they do glance at phone notifications. A push notification through the Mortgage Circles app gets opened within minutes for most users.
From the LO side, the upload pane has checkboxes for which delivery methods to use. Pick the email checkbox for low-urgency files, pick push notification for files you need the borrower to act on today.
Custom file status management
Every document on the record can carry a status. “You can choose from a list of statuses or enter a custom one in the text field. The status management link will let you add new statuses for your business, delete old ones you no longer use, and choose one to set as a default status” [oNSMzA8G_Zw m3].
This is more useful than it sounds. Most teams default to “received” and “pending.” A team that takes the time to add custom statuses gets a much sharper view of file health: received, under review, approved, kicked back, waiting on co-borrower, expired. A processor running a daily standup can sort documents by status and instantly see which files are stalled and which are moving.
Requesting documents from the borrower
The document request workflow is where most LOs lose time daily without realizing it. From the demo: “Checking the boxes below will send an email notification to the borrower and co-borrower once you click the request documents button, and they will be able to upload and send these documents to you by logging into their borrower portal” [oNSMzA8G_Zw m4].
So the flow is: click request, the system emails the borrower (and co-borrower if applicable), the borrower logs into their portal, uploads the requested files, and the documents land back on the record. No more “please reply with your last two pay stubs” email chains.
Document request presets: the time-saver most teams miss
This is the operational detail that compounds. Most loan officers request the same 8-10 documents on most files (paystubs, bank statements, W2s, ID, etc.). BNTouch supports saving that request bundle as a preset.
From the demo: “Once you have used save existing list as preset, you can view your saved presets by clicking e-signed documents requests presets. Afterwards you can request all of these e-signatures [in one click]” [oNSMzA8G_Zw m7]. So the second time you need the standard new-purchase bundle, you click one button and the full request set fires off.
For a busy team, this is the difference between a loan officer who spends 15 minutes per file on document requests and one who spends two minutes per file. Multiply by 30 files per month and the saved time becomes a real number.
Electronic signature requests and renewals
Signatures are a separate flow inside the same tab. When you request a borrower signature on a document, the system tracks the requested date, the actual sign date, and the IP address of the signer for compliance. From the demo: “[For pending signatures] a pending message will appear in the signed date field. You can send a new request message to the client by clicking the request again button which will renew the requested signature date” [oNSMzA8G_Zw m6].
The renew-request button is the detail to notice. When a borrower forgets to sign and the original request is past its requested date, you click renew, the system sends a fresh request, and the requested date updates. You do not have to delete the old request and start over.
Adding the document request as a campaign step
The other workflow worth knowing about: document requests can be embedded as a step in a marketing campaign. “While editing an existing step, here you can select from a document requests preset you made before, or click the add new documents link to request a new file” [oNSMzA8G_Zw m5]. So when a new lead enters a campaign, the system can automatically request the standard intake bundle on day three without an LO touching the file.
A specific scenario: cleaning a stalled file
An LO has a file that has been sitting at “appraisal ordered” for 11 days. They open the borrower record, click documents, and sort by status. They see two custom-status documents waiting: “pending borrower signature” (the disclosure package) and “received – awaiting processor review” (the bank statements).
The signature is the immediate problem. They click the renew request button on the disclosure package, the borrower gets a fresh push notification through Mortgage Circles, and the document gets signed within an hour. The bank statements get re-flagged to processing with a note. The stalled file moves the same day.
Without the status management and renewal patterns, that same situation tends to surface as “I need to call this borrower and ask them what is going on,” which both takes longer and produces worse data.
Honest limits
Borrower upload happens through the borrower portal. The borrower needs an active portal invite. If the borrower has never logged in, you need to send the invite first; document requests assume portal access exists.
The push notification path requires the Mortgage Circles mobile app installed. If the borrower is email-only and not on mobile, push notification will not reach them. Default to email plus push to cover both cases.
File size limits apply per upload. Large files (e.g., multi-page scanned PDFs over 20MB) may need to be split. This is standard for portal-based document collection.
Signature compliance is what the system supports, not a substitute for your compliance review. The IP capture, requested date, and renew button give you the audit trail. Confirm with your compliance team that the configuration meets your state e-sign requirements before going live.
See document requests on a live record
To watch the full document request workflow including presets on a sandbox borrower, request a demo and ask the team to walk through both the on-record request and the campaign-step request. The Mortgage Circles app page covers the borrower-facing experience.
