Collecting documents through the client portal

Most broker desks lose hours every week asking for the same documents twice. The client portal in Xova turns that loop into a checklist that clients can see, complete and return in one place.

Request only what the file needs

Document requests are tied to the deal and the stage it is in. A client never sees a generic list. They see the exact items their case needs right now.

• Requests are generated from the workflow stage, not typed manually.
• Each item has a plain-English description and a due date.
• Clients upload against the request, so files land in the right place.

Let the portal do the chasing

Automatic reminders go out on a schedule you control. They are polite, specific about what is missing, and include a direct link back to the checklist. Your team only steps in when a human nudge is genuinely needed.

Review and approve in one place

Uploaded documents appear against the request they satisfy. If a version is wrong or incomplete, mark it for re-submission with a note. The client sees the feedback in the same thread.

Because everything is versioned in one store, there is no question later about which set of accounts went to the lender. The history sits on the file with the date, the uploader and the status at the time.

Keep the list honest

Long document lists get ignored. The requests that come back fastest are the ones a client can act on in a single sitting, so it is worth reviewing your standard lists every few months.

• Ask for what the stage genuinely needs, not everything the lender might eventually want.
• Describe each item the way a client would recognise it, not in internal shorthand.
• Give a real due date, so the reminder schedule has something to work against.
• Remove items the file already satisfies, rather than leaving them open and ambiguous.

What good looks like

On a healthy file, the client knows exactly what is outstanding without asking, your team has not sent a single chasing email, and every item that arrives is already filed against the request it answers. When the case is ready to go to a lender, the pack is assembled from that store rather than rebuilt from an inbox.

Where to go next

The settings behind this sit in document management and the client portal. If your document requests are still driven by memory rather than by stage, workflow management is where to fix that.