Lien On Me
When should ready to work title packs be worked and processed?
Same day we receive all of the documents.
When do Third Party Letters get sent out?
Same day new accounts are assigned.
When should rejections get worked?
ASAP!
What should the follow up date be when waiting for docs for a new account?
30 days
What is the follow up date once the title packs are sent to the county?
60 days
Do you need to put in chat when you go to the bathroom or refill your water?
No! Only breaks and lunch.
When can a title be released next business day?
When paid directly to the loan by cash or wire
What is the SLA time for a Pulse Ticket?
4 hours
How often should we be following up with members in our own personal queues if they are not responding?
Once a week.
What is the SLA time for Chat?
ASAP!
Call about an authorization letter, close line of credit in Keystone, and move PT to lien release queue.
How long does a member have to complete the name change process once they receive the documents?
They have 30 days from when it is delivered.
Next business day
What PT should be moved to the Weekly Follow Up Queue?
Tickets waiting for title packs or titles
When do we move a PT for a name change into the name change queue?
After we have sent out documents to member.
How long until we can close a PT for a name change if the member is not responding?
After Two weeks of no response
Can a member process an Out of State Request and a Name Change at the same time?
Yes!
Can we give a lien release to a dealership if the member has a charge-off?
Yes, with the proper documentation
Does a member need a lien release if their title was an electronic title?
No! They should be able to work directly with the county/DMV to get a duplicate title.
When a member requests a copy of their title, can we give it to them?
Yes, but check to see if they recently move :)
How often should the Weekly Follow Up Queue be worked?
Checked every Thursday, worked every Friday
How can we send a lien release to a dealership when the title was released to the member?
They can send over a Purchase Order/Bill of Sale for us to review.
What is your favorite part about working in the titles department?
We are glad you are here :)
Notate the collateral screen
Put the OOSR slip and request in numerical order in the red folder
When do you add the director to a PT?
After 7 days of no response.