How should an ISO maintain lender submission contacts?
Submission emails, portals, rep contacts, and onboarding channels change. What process keeps routing accurate without publishing guessed addresses?
10 replies
Use official websites, lender-provided documents, or direct confirmation. Never generate an email from a domain pattern.
Separate general support, ISO onboarding, submissions, and servicing because they serve different workflows.
Rep-specific contacts may change more often than a team inbox, so identify both purpose and source.
Should a bounced email automatically remove the contact?
Mark it failed and open verification. Do not delete provenance or replace it with an inferred address.
Public pages should not expose a private employee address unless the lender has published or confirmed it for that purpose.
A last-confirmed date and report-outdated button would make contact quality visible.
Domain matching can help detect obvious mismatches, but it does not prove the mailbox exists or is authorized.
Claimed lender admins can designate primary team contacts and deactivate obsolete ones.
Source every contact, label its purpose, retain history, and verify failures instead of guessing replacements.