Multi-loan records let you track every loan a single borrower takes out across their lifetime, without creating duplicate records. One borrower file, many loans inside it. Contact information stays consistent across all loans (you do not have to update an email address in three places when the borrower changes it), but each loan has its own mortgage data: amount, type, status, milestone progress, documents, and campaign participation. The walkthrough shows how to add a new loan to an existing borrower via the plus-sign icon and how multi-loan records surface in the mortgages tab views.
From the walkthrough: “If you interact with many mortgage clients in your business, you may work with borrowers that take out multiple loans” [d1phwquNW-A m0]. So a borrower might have: their primary residence loan from 2020, a refinance in 2022, an investment property loan in 2024, and a HELOC in 2025. That is four loans, one borrower.
“In the [BNTouch] CRM, you can easily keep track of each loan for each client and you don’t need to create duplicate [records]” [d1phwquNW-A m0]. So instead of four separate borrower records (which would create the duplicate-record problem covered elsewhere), you have one borrower record with four loans nested inside.
Adding a new loan to an existing borrower
“Each record starts with just a single loan, but the owner of the record can always add a new one by clicking the plus sign icon. You will get a confirmation message” [d1phwquNW-A m1]. So when a borrower comes back to you for a second loan, you do not create a new record. You open their existing record, click the plus icon at the top of the mortgage info section, confirm, and a second loan slot is created on the same borrower.
The plus icon is one of those interface details that is easy to miss because it is small. Once you know it is there, the multi-loan workflow becomes second nature.
What stays consistent vs what is per-loan
The core mechanic: contact information is shared across loans, loan-specific information is per-loan. From the walkthrough: “The contact info sub tab and the information inside it will stay the same [across all loans on the borrower]” [d1phwquNW-A m2]. So name, phone, email, mailing address, SSN, employment, language preference, all live at the borrower level.
Per-loan data lives separately on each loan. Loan amount, interest rate, loan type, status, milestone progress, documents related to that specific loan, campaign membership for that specific loan, partners on that specific loan. Each loan is essentially its own mortgage file inside the shared borrower record.
This is the right model. The borrower’s email does not change because they took out a second loan; their loan amount does. The CRM mirrors that reality.
How multi-loan records appear in the mortgages tab
“In the in-processing and funded categories of the mortgages tab, if you use the marketing sequence view option, the way multiple loan records appear will be based on the [view configuration]” [d1phwquNW-A m3]. So the way you see multi-loan borrowers in the pipeline depends on which view you have configured.
“[Each row representing] one of that client’s loans. The client still has only a single record, but each relevant result will simply lead you directly to the corresponding loan in that client’s file” [d1phwquNW-A m4]. So in the pipeline list, each loan can appear as its own row (because each loan has its own status in the pipeline). Click into a row and you land on that specific loan inside the shared borrower record.
“Similarly, all feature interactions in the crm that operate on loans will [scope to the specific loan]” [d1phwquNW-A m4]. So campaigns, triggers, marketing sequence steps, and reporting all operate on the loan level, not the borrower level. This means a borrower can be in a “new lead” campaign for one loan and a “past borrower” campaign for another loan at the same time, without conflict.
The select loan list
One small but important interface detail. When you open a borrower record that has multiple loans, you see a select loan list that lets you pick which loan to work on. “[The list] will show one fewer loan in their select loan list” [d1phwquNW-A m5]. Pick the loan you want from the list and you land on that loan’s data. Switch between loans without leaving the borrower record.
Removing a loan from a borrower
Adjacent to the plus icon is the minus icon for removing a loan. “These can be used to add or remove mortgages for this client record” [d1phwquNW-A m1]. Useful when a loan was added in error or when an old loan has been closed and you want to clean up the record. Removing a loan keeps the borrower record intact; only that one loan’s data is removed.
A specific scenario: a past borrower comes back for a second loan
You closed a borrower’s primary residence loan in 2022. The borrower stayed in your CRM with their original record. Two years later, in 2024, they call you about an investment property loan.
Without multi-loan records: you might create a new record (which creates a duplicate problem; same email, same phone, two records). Or you might overwrite the 2022 loan data with the 2024 loan data (which destroys your closed-loan history).
With multi-loan records: you open the borrower’s existing record. Click the plus icon to add a second loan. The new loan slot opens. Enter 2024 investment property loan data on the new slot. The original 2022 loan stays untouched with its full history (closed status, documents, campaign progress). The new 2024 loan starts with its own clean slate. The contact info is shared so when the borrower’s phone number updates, you change it once.
Two loans, one borrower, zero duplicate records. Reports work correctly (you see both loans contributed by this borrower). Pipeline works correctly (the new loan is “new lead” while the old loan is “funded”). Marketing campaigns work correctly (the borrower gets a new-lead nurture for the 2024 loan and a past-borrower drip for the 2022 loan).
Reporting on multi-loan borrowers
One useful operational consequence. Because loans are tracked separately under one borrower, you can run reports that surface multi-loan borrowers specifically. “Show me every borrower with more than one loan in the last 5 years” is a Pik-a-Search query that identifies your repeat customers, your most loyal borrowers. That cohort is your highest-priority list for partner relationship-building (they trust you with multiple loans; they will refer others).
Honest limits
Contact data shared means contact data shared. If you update a borrower’s email, the change applies across all their loans. There is no per-loan contact data. (Which is the correct design, but worth knowing if a borrower asks you to use different emails for different loans, which sometimes happens with self-employed borrowers using business vs personal email.)
Each loan has independent campaign membership. A borrower can be in different campaigns per loan, which is powerful but also requires discipline. Make sure your campaign trigger logic operates on loan-level fields, not borrower-level fields, or campaigns will fire on the wrong loan.
Removing a loan does not remove documents from that loan. Confirm document handling with the BNTouch team if you need to fully clean up a loan record including its document attachments.
Multi-loan reporting depends on view configuration. The way multi-loan borrowers appear in pipeline lists varies with the marketing sequence view setting. Configure your views before running multi-loan-aware reports.
Set up multi-loan records on your account
To walk through adding a second loan to an existing borrower and configuring views for multi-loan reporting, request a demo. The mortgage CRM page covers the underlying database engine.
