Arive LOS Training Guide — Capital Mortgage Source

This guide teaches you how to use Arive effectively as a CMS loan originator. Arive is your primary system of record for every loan you originate — from first contact through funding. Every action you take on a loan should be reflected in Arive. If it's not in Arive, it didn't happen. Master this system in your first two weeks and everything downstream gets easier.

Last updated: 2026-02-25 | Owner: Operations Manager Note: Arive releases platform updates periodically. If a screen or workflow looks different than described here, check with your Operations Manager for current navigation guidance.

Section 1: Getting Started#

1.1 Logging In and Setting Up Your Profile#

First login:

1. You will receive an email from Arive (noreply@arive.ai or similar) with your login credentials and a temporary password
2. Navigate to app.arive.ai in your browser (use Chrome or Edge — most tested)
3. Enter your email address and temporary password
4. You will be prompted to create a permanent password immediately

Password requirements (CMS standard):

• Minimum 12 characters
• Must include: uppercase, lowercase, number, special character
• Do not reuse passwords from other systems
• Change every 90 days

Bookmark the Arive login page. Do not rely on email links to access Arive — always log in directly.

If you can't log in: Contact Operations Manager. Do not attempt to create a new account. Your access is administered centrally.

Profile setup (complete before creating your first file):

Navigate to your profile icon (top right corner) → Profile Settings

Required fields to complete:

• Full legal name (as on NMLS)
• NMLS ID number (individual)
• Direct phone number
• CMS email address
• Profile photo (professional headshot — borrowers see this in the portal)
• Signature (used in disclosure documents)
• State license information (Oregon MLO license number)

Why this matters: Your NMLS ID must appear on all disclosures generated by Arive. An incomplete profile means disclosures go out without proper identification — that's a compliance violation. Complete your profile before your first real loan file.

1.2 Dashboard Overview — What You're Looking At#

When you log into Arive, your dashboard is the default view. Understanding what you're seeing:

Dashboard elements:

The task list is your daily to-do list. Arive generates tasks based on file status, deadlines, and lender requirements. If something is in your task list, it needs action. Clear it or reschedule it with a note. Do not ignore tasks.

Notification management: Check notifications daily. Borrower document uploads, lender communications, and compliance deadline alerts appear here. A notification that sits unread doesn't disappear — it turns into a problem.

1.3 Pipeline View — How to Read Your Pipeline#

Navigate to the Pipeline tab (left sidebar or top navigation).

Pipeline view options in Arive:

• Kanban view: Drag-and-drop cards showing each loan by stage. Visual. Good for daily management.
• List view: Tabular. Shows more data per loan. Better for sorting and filtering.
• Calendar view: Shows closings and deadlines on a calendar. Use this weekly to track timing.

Pipeline stages at CMS:

Sorting your pipeline: In list view, sort by "Expected Close Date" to prioritize your work. Files closest to closing need the most attention. Files just entering the pipeline need document collection.

Pipeline health check (daily habit):

1. Open pipeline in list view
2. Sort by stage
3. Identify any file that hasn't had a note logged in more than 3 days — that file needs attention
4. Check "Expected Close Date" column — any file closing within 10 days needs daily eyes
5. Review your task list before closing the pipeline view

Section 2: Creating and Managing a Loan File#

2.1 Creating a New Loan File — Step by Step#

Navigate to: Dashboard → "New Loan" button (or Pipeline → "+" icon)

Step 1: Borrower Information

• First name, last name, date of birth, SSN, email, phone
• Co-borrower information (if applicable) — same fields
• Important: Name must match government-issued ID exactly

Step 2: Loan Purpose

• Purchase, Refinance, or Cash-Out Refinance
• This selection determines which disclosure set generates

Step 3: Property Information

• Property address (enter "TBD" for purchase pre-approvals without a specific property)
• Property type: Single Family, Condo, 2-4 Unit, Manufactured, PUD
• Estimated property value / purchase price
• Occupancy: Primary Residence, Second Home, Investment Property

Step 4: Loan Information

• Loan type: Conventional, FHA, VA, USDA
• Loan amount
• Loan term (30-year, 20-year, 15-year, etc.)
• Amortization type: Fixed or Adjustable

Step 5: CMS File Details

• Assigned LO (should auto-populate to you)
• Referral source (required by CMS for tracking)
• Apply CMS naming convention to the file name (see below)

Step 6: Create File

• Click "Create Loan" or equivalent
• Arive assigns a system loan number — note this number immediately
• Create your first note (see note standards in Section 3.4)

2.2 Required Fields at Each Milestone#

Arive will not advance a file to certain stages if required fields are missing. CMS also has its own requirements beyond Arive's minimum. Here are the required fields by milestone:

Prospect → Application:

• Borrower full name, DOB, SSN, contact info
• Loan purpose and property type
• Estimated loan amount and property value
• Credit authorization obtained and documented
• Referral source entered

Application → Processing:

• Signed 1003 uploaded
• LE issued by lender and delivery tracked/documented in Arive
• Intent to proceed confirmed and documented
• Income documentation uploaded (per income type)
• Asset documentation uploaded
• Purchase agreement uploaded (purchase transactions)
• Credit report pulled and uploaded

Processing → Underwriting:

• All application documentation complete
• Appraisal requested through lender (or PIW confirmed) and status documented
• Title ordered
• HOI (insurance binder) or confirmation borrower is obtaining
• Rate lock confirmed (if locking at this stage)
• Processor sign-off note in Arive

Underwriting → Clear to Close:

• Conditional approval uploaded
• All PTD conditions cleared and documented
• PTF conditions identified and plan documented
• CTC confirmation from lender uploaded

Clear to Close → Closed:

• CD issued by lender and borrower receipt confirmed/documented in Arive (3 business day wait confirmed)
• Final loan terms reviewed against LE for tolerance compliance (flag discrepancies to lender AE)
• Closing appointment confirmed with title/escrow
• Borrower closing instructions sent (wire fraud advisory included)

Closed → Funded:

• Funding confirmation from lender documented
• File status updated to Funded
• Post-close follow-up task created

2.3 File Naming Conventions (CMS Standard)#

Arive's internal file name is assigned by the system. The CMS file name — used in document titles, emails, and references — follows this convention:

Format: [LastName]-[FirstName]-[LoanType]-[YYYYMM]

Examples:

• Anderson-Maria-Conv-202603 (Maria Anderson, Conventional, March 2026)
• Thompson-James-VA-202603
• Nguyen-Kim-FHA-202604

If two borrowers share a last name (married couple): Use primary borrower's last name. Note co-borrower in the file, not in the title.

If there's a joint application with different last names: Use the primary borrower's last name (typically the higher-income borrower listed first on the 1003).

2.4 Uploading and Organizing Documents#

Uploading a document:

1. Navigate to the loan file
2. Select the "Documents" tab
3. Select the appropriate folder (see folder structure in Loan Process SOPs, Section 2.3)
4. Click "Upload" and select file
5. Apply the CMS document naming convention before uploading OR rename immediately after upload

Arive accepts: PDF (preferred), JPG/PNG (for ID documents), DOCX (for LOEs and letters). All large documents should be PDF.

The "Needs Review" flag: When you upload a document in Arive, you can flag it for processor review. Use this for documents that have issues (missing pages, unclear scan) so the processor knows to check it.

Document requests through Arive portal:

1. In the loan file → Documents tab → "Request Document" button
2. Select the document type from the list (or enter custom)
3. Write a brief, clear description of exactly what's needed
4. Set a due date (be realistic but firm)
5. Arive sends the borrower an email with a link to their portal
6. You receive a notification when they upload

Portal adoption: Use the portal for all document collection whenever possible. It creates a timestamp of the request and the upload, maintains a chain of custody, and keeps NPI off email.

2.5 Document Naming Standards#

Version numbers: Always start at v1. When a document is updated/revised, increment to v2. Never delete prior versions.

Section 3: Working the Pipeline#

3.1 Pipeline Stages and What They Mean#

(See the stage definitions in Section 1.3)

Moving a file through stages:

1. Navigate to the loan file
2. Look for the stage indicator (typically top of file or in a status bar)
3. Click to advance the stage when conditions are met (see required fields in Section 2.2)
4. Arive may prompt you to confirm or complete missing fields before advancing
5. Log a stage-change note immediately (see note format below)

Arive stage automation: Some stage changes trigger automatic actions — lender notification emails, task generation, or disclosure windows opening. Review any automation prompts carefully before confirming.

3.2 Task Management in Arive#

Tasks in Arive are either system-generated (based on stage and deadlines) or manually created.

Creating a manual task:

1. In the loan file → Tasks tab (or from Dashboard Task List → "Add Task")
2. Enter task name (be specific: "Call Johnson — request updated bank statement" not "follow up")
3. Assign to: yourself, processor, or other team member
4. Set due date — always set a due date
5. Add notes if the task needs context

Task priority:

• Red/Overdue: Requires immediate attention
• Yellow/Due Today: Handle before end of business
• Green/Upcoming: Plan ahead

Daily task discipline:

• Start every workday by reviewing your task list
• Complete or reschedule every task — do not let tasks sit overdue
• Overdue tasks in Arive create an audit trail of neglect — avoid it

3.3 Notes — What to Log and How to Log It#

The note log is your legal record. Every note you create in Arive is timestamped, attributed to your login, and cannot be deleted. This is intentional. The note log tells the story of what happened on a loan — and in a regulatory examination or a complaint investigation, it's what regulators read.

Log a note for every:

• Significant borrower conversation (summary, not verbatim — but specific)
• Action taken on the file (document uploaded, condition responded to, appraisal ordered)
• Delay or issue (and what was done about it)
• Rate lock activity
• Stage change
• Compliance-triggered event (LE issued, CD issued, adverse action)
• Lender communication (AE conversation, submission, condition clearing)
• Realtor/escrow communication

CMS Note Format:

[DATE] — [ACTION/EVENT]: [Specific detail]. Next step: [Specific action with owner and date].

Examples of good notes:

2026-03-15 — BORROWER CALL: Spoke with Maria Johnson re: missing bank statement pages.
Pages 3-4 of Chase January 2026 statement missing from upload. Maria will re-download 
full statement and upload to portal by 3/17. Following up 3/18 if not received.

2026-03-16 — RATE LOCK: Locked Johnson-Conv-202603 at 6.750% (30yr fixed). 
Lender: UWM. Lock period: 45 days. Expiration: 04/30/2026. 
Lock confirmation #: [confirmation number]. Borrower notified via email (rate lock 
confirmation template). Processor notified in file.

2026-03-20 — LE TRACKING: Confirmed LE issued by UWM to Maria Johnson on 3/20/2026. 
Application complete 3/18/2026. Delivery within 3-business-day TRID window. 
Called borrower to confirm receipt and review. Intent to proceed outstanding — 
follow up 3/23 if not received.

Examples of notes that don't help:

• "Called borrower" (What was discussed? Any decisions? Next steps?)
• "Sent email" (About what? Response received?)
• "File updated" (With what?)

Write notes as if a stranger reading them 2 years later needs to understand exactly what happened. They might.

Section 4: Communication in Arive#

4.1 Tracking Lender Disclosures in Arive#

CMS is a mortgage broker. TRID-required disclosures (LE and CD) are issued by the wholesale lender — not generated by CMS. The LO's role is to ensure the lender issues disclosures on time, track borrower receipt confirmation, and log all disclosure milestones in Arive. Do not create or send your own LE or CD documents.

Tracking the Loan Estimate:

1. After submitting the loan to the lender (or upon application), confirm with the lender AE the expected LE delivery date — this must be within 3 business days of the complete application
2. Monitor the lender portal or email confirmation to verify the LE was sent to the borrower on time
3. Contact the borrower to confirm receipt and direct them to review the LE
4. Log in Arive: "LE issued by [lender] on [date/time]. Borrower notified. TRID 3-business-day window: [calculated date]. Awaiting intent to proceed."
5. Track borrower acknowledgment (intent to proceed) — log in Arive when received

If borrower hasn't acknowledged LE within 3 business days:

• Follow up with a phone call
• Log the follow-up in notes
• The waiting period clock still ran from delivery; this is about getting intent to proceed, not restarting the clock

Tracking the Closing Disclosure:

1. At or after CTC, coordinate with the lender AE on CD issuance — push for 5+ business days before closing
2. Calculate: closing date minus 3 business days = latest allowable CD receipt date — communicate this deadline to the lender
3. Verify the CD was issued by the lender and confirm borrower receipt (via lender portal confirmation, email, or direct borrower contact)
4. Review the CD figures against the LE for tolerance compliance — flag any discrepancies to the lender AE immediately
5. Log in Arive: "CD issued by [lender] on [date/time] via [method]. 3-business-day window: [date]. Closing: [date]. Window confirmed clear."

4.2 Tracking Borrower Responses#

In the Arive portal, you can see:

• Whether the borrower has logged into their portal
• Which documents they've uploaded
• Whether they've acknowledged disclosures
• Messages sent through the portal

Notification settings: Ensure your Arive notification preferences are set to alert you when:

• A borrower uploads a document (review it immediately)
• A borrower acknowledges a disclosure (log the timestamp)
• A message is sent through the portal (respond within 4 business hours during business days)

Borrowers who don't use the portal: Some borrowers, especially older clients, won't engage with an online portal. For these borrowers:

• Send disclosure documents via email as PDF attachments
• Request documents via email with specific instructions
• Track responses manually — log every interaction in Arive notes
• Retain email correspondence (forward to yourself at CMS email and upload to Arive if needed)

4.3 Lender Submission Workflow#

Lender selection happens before you create the Arive file. As a mortgage broker, CMS originates loans through wholesale lenders. Refer to the CMS website for the current approved lender roster and AE contact information. Select your lender based on borrower scenario, rates, and program requirements before building out the file.

Different lenders have different submission portals. Arive integrates with many major wholesale lenders, but some require submission through the lender's own portal.

Standard lender submission through Arive integration:

1. In the loan file → Lender tab → select lender
2. Arive populates the MISMO/FNMA file format for electronic submission
3. Upload any required documents (follow lender's required doc list)
4. Submit and record the lender-assigned loan number in Arive
5. Log: "File submitted to [lender] on [date]. Lender loan #: [number]. AE: [name]."
6. Set a task to follow up on initial UW decision within 48-72 hours (lender-dependent)

Lender portal submission (non-integrated lenders):

1. Export MISMO file from Arive
2. Log into lender's portal separately
3. Upload MISMO file and supporting documents
4. Record lender loan number in Arive notes
5. All subsequent communication with lender documented in Arive notes

Section 5: Common Mistakes in Arive#

These are the most frequent Arive errors at CMS. Know them before you make them.

5.1 Files Created Without Required Fields#

The mistake: LO creates a file with just the borrower's name and phone number to "save their spot," intending to fill in the rest later.

Why it matters: An incomplete file doesn't just create extra work — it can create a misleading application date if the file is used to establish the TRID timeline before all six application elements are present.

The fix: If you haven't collected all required information, create a note in your CRM or personal task manager. Create the Arive file only when you have the minimum required information. For a prospect file (no address yet), mark it clearly as "Prospect" stage and note what's missing.

5.2 Documents Uploaded to the Wrong Folder#

The mistake: W-2 uploaded to Assets folder. Bank statement uploaded to general "Documents" area with no folder assignment.

Why it matters: Processing is slower. Underwriters reviewing documents can't find them. Conditions get created for documents that are actually in the file.

The fix: Before uploading, pause for one second and confirm the destination folder. If you're unsure which folder a document belongs in, see the folder structure in Loan Process SOPs, Section 2.3.

5.3 Missing Notes (Audit Trail Gaps)#

The mistake: LO has 15 phone calls with a borrower over 30 days. None of them are logged in Arive. The borrower later claims the LO promised a rate or a closing date. There's no record.

Why it matters: In a dispute, complaint, or regulatory examination, the note log is the record. Undocumented conversations become "he said / she said" — and in regulatory proceedings, the institution bears the burden of proof.

The fix: Log every meaningful conversation within 30 minutes of having it. Develop the habit of having Arive open during borrower calls. Notes don't need to be long — they need to be specific and timestamped.

5.4 Rate Locks Not Confirmed in System#

The mistake: LO calls the lender's AE, requests a lock verbally, gets verbal confirmation, and assumes it's done. The lock is never confirmed in Arive. The lock confirmation email from the lender is not uploaded to the file.

Why it matters: If the lock confirmation is lost, there's no record of when the lock was obtained or what rate was locked. If a dispute arises about the rate, or if the lock appears to have expired, you have no documentation.

The fix: Lock confirmation = 3 actions:

1. Note in Arive (date, rate, lock period, expiration, lender)
2. Upload lock confirmation document to Arive
3. Send rate lock confirmation email to borrower (see template)

All three. Every time.

5.5 Stage Advancement Without Meeting Requirements#

The mistake: LO moves a file from Application to Processing in Arive before the lender has issued the LE and it has been tracked in Arive, because "processing already started working on it."

Why it matters: Stage advancement in Arive should reflect actual file status. Advancing stages prematurely defeats the purpose of the system as a management and audit tool.

The fix: Stages move when the criteria are met — not before. If processing needs to start preliminary work before formal handoff, note that in the file rather than advancing the stage prematurely.

Section 6: Tips and Shortcuts#

6.1 Pipeline Filters — Working Smart#

In pipeline list view, use filters to see exactly what you need:

Save your most-used filter combinations as saved views if Arive supports it in your version.

6.2 Daily Arive Routine (15 Minutes Every Morning)#

1. Check notifications (2 min) — Anything urgent from the overnight?
2. Work task list (5 min) — Clear today's tasks, reschedule or escalate overdue
3. Scan pipeline (5 min) — Sort by closing date. Any fires? Any files gone quiet?
4. Review "Expected Close Date" column (3 min) — Files closing in <10 days: what needs to happen today?

This 15-minute habit prevents surprises. Surprises at closing cost everyone time and money.

6.3 Report Generation#

Arive's reporting module (Reports tab) generates standard reports. Useful reports for LOs:

Run the Disclosure Timeline report monthly on all closed files as your TRID self-audit.

6.4 Borrower Portal — Coaching Borrowers#

When you invite a borrower to the Arive portal, many of them have never used it before. A 2-minute explanation at the beginning prevents 10 support calls later.

What to tell borrowers:

Portal onboarding tip: After sending the portal invitation, follow up with a text: "I just sent your Arive portal invitation — check your email. Let me know if you have any trouble getting in." This simple step dramatically increases portal adoption and reduces document collection delays.

Arive is a tool. The loan officer who masters it spends less time chasing documents and more time with borrowers and referral partners. Invest the time to learn it correctly in your first two weeks — it pays dividends for your entire career at CMS.