Verification
What 5 things do you need to ask in the verification process?
Frist and Last Name, Last 4 of SSN, Mailing Address, Phone Number, Email Address
What screen do you use to verify a customer?
Borrower Screen
What info is found in the tracking screen?
Insurance and Tax, anything about Escrow
List all payment options. Free and the ones with fees.*List the amount of the fees also*
Free: ACH, Billpay, Mail
Fees: CSR:$10, WEB:$5, IVR:$5
Biweekly: $200 start up, $3.50 per transaction
NATGEN
What 2 things do you ask if the boxes are checked in the contact solicitation screen
First and Last Name, Last 4 of SSN
What is the ACH screen used for? And what is ACH
It's used for ACH. (All ACH info)
What are the different types of Insru that you may find in the tracking screen?
Hazard Ins (Property)
PMI
CONDO
FLOOD/WIND/FIRE
How often can we waive a late fee?
Once per rolling calendar year
What is the name of the 3rd party processor for taxes
Corelogic
How do you authorize an Auth 3rd party
Caller's Name, Borr Name, Property Address
Where do you find the past payment information of a loan?
History Screen
What are the different types of Taxes that you may find in the tracking screen?
County, School, Township, Misc, Utilities
How often do we waive NSF/ Return payment fees?
Once per life of the loan
Are customers required to have property insurance on their loans?
Yes
List the ways to locate a loan for someone that does not have their LN or account number
Last 4 of SSN and Name, Property Address
(Email, Phone Number)
If someone wants to know how much their late fee will be on their loan, how can you find that?
Ctrl + D
How often do we pay insru?
Once a year
Where do you find Arvest BillPay CSR
Right click on customer service screen
What is a tax req?
It tells the tax dept that they need to review a loan to fix a tax problem
If a loan is newly transferred to CMC and we can't find it in the system, what other system do you use to locate the loan?
Module Launcher
What tab do you use to document the loan after every call?
Comment Tab
Who determines the price of property taxes
The County
Explain BK 7 and BK 11-13 payment procedures (Who gives auth for pmt, and what questions need to asked)
B7: Contact lead for auth, know the pmt amt, $5 service charge
B11-13: Contact collector, know the pmt amt, $5 service charge
What is a supplemental tax bill?
A bill that the country send to the customer, they are required to pay, we can pay if they ask us. It will come out of their escrow and could cause a shortage.