Third-party authorization
How do we capture a borrower's authorization for a third party to discuss the loan, and record it before any information is released?
Capture it from the borrower, scope it, and gate every release on it. Callvu asks the borrower to authorize the third party on a secure screen with the scope (what may be discussed, for how long), records the authorization with the borrower's identity and the timestamp, writes it to the servicing system against the loan, and every later contact from that party is matched to the authorization before anything is said or sent.
In scopeSimpleCallvu moves: chase and verify, write back
Last updated November 7, 2026.
The problem today
The borrower's brother-in-law called about the loan, and the agent helped him because he knew the account number.
A borrower wants their attorney, a housing counselor, a family member or a settlement agent to talk to the servicer. They say so on a call, or do not. The agent, wanting to help, discusses the loan with whoever calls with enough details. GLBA and the servicer's own policy say the borrower's authorization comes first, in writing, with a scope.
The authorization is a form the borrower can sign on their phone in a minute. The control is that the servicer's agents cannot release anything without finding it.
Loss mitigation adds a case: an authorized counselor or attorney may act for the borrower under the servicing rules, and the authorization is what lets the servicer treat them as the borrower's representative.
How it runs
From the requestto the system of record.
A borrower asks to authorize a third party, or a third party contacts the servicer without an authorization on file. Callvu opens the authorization request to the borrower.
- Borrower
- Names the third party, sets the scope and authorizes on their phone.
- Authorized third party
- Is identified at each contact and matched to the authorization.
- Callvu
- Captures, records, writes to servicing and gates releases.
Chase and verify the borrower
The borrower is authenticated and completes the authorization on a process-controlled screen: the third party's name and contact, the scope (discuss the account, receive statements, act in loss mitigation), the duration, and the signature with a timestamp.
Classify the scope
The authorization is classified by scope and expiry, and a loss mitigation representation is flagged so the loss mitigation process treats the party accordingly.
Write back and gate
The authorization is written to the servicing system against the loan; every contact from a third party is matched to it (identity and scope) before any information is discussed or sent, and a contact without a match is refused with the offer to send the borrower an authorization link.
Expire and revoke
The authorization expires on its date or when the borrower revokes it on their phone, and the gate closes from that moment.
Where it ends: Every release of loan information to a third party rests on a borrower's authorization with scope and expiry on the loan, and every unauthorized contact was refused with a path to authorize. The Decision Trace shows the scope and the match at each contact; the Audit Trace shows the authorization, the contacts and any revocation.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The borrower on their phone; a third party's contact in any channel triggers the match.
The back office
Agents release only on a match; the loss mitigation team knows who represents the borrower.
The Decision Desk
- There is no Decision Desk step: the authorization is the borrower's. A disputed scope at a contact is refused and the borrower is asked to update the authorization.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Questions
What buyers ask next,answered plainly.
How does a borrower authorize someone?
On a secure screen on their phone: the third party, the scope, the duration and a signature, recorded on the loan.
What happens when an unauthorized person calls?
Nothing is discussed. The agent offers to send the borrower an authorization link.
Does it cover loss mitigation?
Where the borrower sets that scope; the loss mitigation process then treats the party as the borrower's representative.
Related processes
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