Communication
What should be included in a Log Entry from an Inbound Call?
Name of Caller, Relationship to the Loan, and the reason for their call
What are some of the beginning Milestones we want to look for when reading the log?
When the report is moved to Solicited Status, Once Accepted, Once the Inspection has been set
How can we tell if the log entry is by someone at Clear Capital?
In the log entry, on the right side, under the "User" section, there will be a name, if it is gray it is from a Clear Capital Employee. You can select their name and see what Department and Team they are on.
Why is it important to be very detailed in your log entry?
Having detail in the log entry is important as it will provide more information for other Customer Support Specialists and we can give the most accurate update to our customers. This creates a Win, Win, Win!
When is the POC Initial Contact Email sent?
48 hours after the report has been Assigned
How can we tell when a vendor has communicated within the Log?
In the log entry, on the right side, under the "User" section, there will be a name, Blue is when it is a Broker, and Orange when it is an Appraiser
What should be included in a log entry for an Outbound Call?
Who you called, phone number, what was discussed or if you left a voicemail
What color is associated when the vendor submits the report?
Orange!
What are two holds set that the Customer Team should not remove?
Access Delayed and Delayed Inspection as these with automatically remove once the inspection has been marked complete
What happens in the log when the vendor communicates with us through the system?
An Appr Ops Next Action will automatically be set and under "Vendor Communication sent to Clear Capital Support" will be the vendors message
What color is associated when we send the vendor a Clarification Request?
Red
What color is associated with a Next Action being Set, Updated or Removed?
Green
What next actions can be set when the Appraiser needs additional assistance from QA?
Ops Customer Escalation/ QA Customer Escalation/ SA: Assistance Needed
What color is associated when the report has been accepted by a vendor
Purple
What is CLOG?
It means " See Log " as there will be a message/email that can help with the report