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| The Customer Service Representative sends a Mortgage offer to the customer and waits for a reply. | |
| If the customer calls or writes back declining the mortgage , the case details are updated and the work is then archived prior to cancellation. | |
| If the customer sends back the completed offer documents and attaches all prerequisite documents then the case is moved to administration for completion. | |
| If all pre-requisite documents are not provided a message is generated to the customer requesting outstanding documents. | |
| If no answer is received after 2 weeks , the case details are updated prior to archive and cancellation . |