Client reviews identify ways to improve service and better understand client needs. An annual review is done by updating the client's loan record, calling the bank to gather current details, and making a recommendation to the client. Below is a suggested client review checklist.
Last updated: February 2026 · Reviews
In This Article
Step-by-Step Guide
Step 1 — Confirm Contact Details
Go to the client's Applicant Details page and confirm the following: preferred name, current address, phone number, and email address.
Step 2 — Update Review Details
Scroll down the Applicant Details window.
- Click the Review Frequency field and select 12 Monthly.
- Click the Next Review On field and set a date. The date should be a year from the date of the review.
Step 3 — Open the Deal
Open the deal under review and click the Security tab. Add information to the following fields if missing: Property Type, Usage, Purpose, Ownership, Outgoing Lender, and Property address fields.
Step 4 — Order an AVM / Desktop Valuation
Contact the lender for the security property and ask for a valuation.
- Go to realestate.com.au and get the current estimated value of the security property.
- You do not need to send the broker a copy of the AVM. The broker will know the AVM result when they look at the Valuation tab.
- The AVM report will be emailed immediately to the admin or broker.
Note: If CBA cannot provide an AVM, make a note in the BrokerEngine Notes tab so the broker can decide what type of valuation to order.
Return to the BrokerEngine deal, select the Valuation tab, and expand the Order Details panel. Enter details: Lender, Status (4.4 Valuation Received), Valuation Type (AVM), Date Ordered, Reference Number, Estimated Value, and Estimated Value Reason.
Step 5 — Update the Funding and Loan Structure
Within the original deal, go to the Funding tab on the sidebar. Click the three-dot icon and select Duplicate.
Rename the copy Review Funding Position.
Call the bank and get the current loan details. Update the funding position and click Save as Default. Ask the lender for: Loan Current Balance, Repayment Amount, Interest rate, Product Type, Package, Loan account number, Loan Type (Variable or Fixed — note the Fixed rate term expiry date), Repayment Type (P&I or IO — note the IO Term and Expiry date), and the next repayment due date.
The team should make a note against the contact and notify the broker that the review details are up to date. The broker reviews the deal summary page, makes a recommendation, and moves the card into the appropriate stage on the Reviews dashboard.
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