Most borrower-visibility questions — "she says there is nothing to sign", "he cannot find the consent" — are settled in seconds by looking at the portal the way the borrower sees it. That has usually meant a support ticket for every one of them. It does not have to.
Site admins can impersonate, once the flag is on
Impersonation is available to site administrators at your own company, controlled by a flag that is off by default. Ask BIG POS support to turn it on for your site.
No other account type can impersonate — not loan officers, not assistants, not processors. Site admins and BIG POS support staff only.
What it is good for
- Confirming a document really is waiting in the portal before telling the borrower to look again
- Checking whether the borrower is signed in on the right account, and on the right loan
- Seeing which tasks are still outstanding from the borrower's side
- Settling "it is not there" against "I cannot find it" without a round trip
Before you ask for it
Impersonation shows a live borrower's portal, including their documents. Decide who at your company should hold it and treat it as the access that it is. If you have a policy covering staff viewing customer records, this belongs under it.
What it does not do
Impersonation shows you the borrower's view at that moment. It does not tell you why the view is wrong — for that, work through article 84 in order.
A view that looks correct to the admin while the borrower still reports a problem almost always means the borrower is signed in on a second account, or in an old browser session that needs closing completely.