The Dog Ate My Tax Sale
The term "tax sale" refers to this
What is "When taxes go delinquent long enough for the government to reclaim the property and put it up for auction"?
Josh Allen calls in with a supplemental tax bill. He wants to know if we pay it. What would we advise
What is "We would advise the customer that supplemental tax bills are the customer’s responsibility to pay?
Borrower (B1) calls in in regards to delinquent taxes on a missing parcel, what task would we open?
What is the missing parcel task ?
(In notes, we would include delinquent tax amounts)
This exemption is for home owners who use their property as a permanent residence, and usually reduces taxes by 4-6%
What is a Homestead Exemption?
All calls should begin with verification and this acronym
What is T.A.P.E (Taxing Authority, Amount, Parcel, ELD) ?
All tax sale calls where a task is required should notify this department
What is CESG to escalate the task?
BONUS: What does CESG stand for ?
Tremaine Edmunds receives a supplemental bill and he wants us to pay it from his escrow
What is "have him send us the bill and advise of possible shortage" ?
The type of task you would put in for a duplicate payment
What is a refund request?
A borrower believes they have an exemption, but isn't sure. We would go here to confirm that exemption
What is the taxing authority website ?
When a call is transferred to us from another department, this should always be disclosed to the caller
What is "This call may be monitored or recorded"?
the most important thing to collect on a TAX Sale call
"What is the sales date and or/redemption period?"
Star Jones has a Per-Capita tax bill and wonders why we didn't pay it
What is "advise her that we do not pay personal bills?
NOTE: Per Capita is not a tax on property. It is a tax on people. We only pay standard secured property tax bills
Borrower 1 (B1) has a delinquency notice. a DLQ task is already opened, but has gone past the SLA. In this case, we would do this
What is "Have CESG escalate the task" ?
Borrower 1 (B1) states they have a letter from the VA stating they have an exemption, they want their taxes adjusted. Is this VA letter enough for us to process this exemption? Why?
What is "No. VA approval letter does not necessarily mean TA (Taxing Authority) has applied exemption yet? TA must process first."
When a Veteran calls in, we will always do this
What is "Thank them for their service"?
In the instance where a non-escrow account is going to tax sale, we would do this
What is "Have borrower send in tax sale notice, get T.A.P.E, and put in a task to have the bill paid"?
BONUS: What task would we open?
Stefon Diggs received an interim tax bill. He wants to pay it himself, but he also wants to make sure we didn't already pay it automatically. We would respond with this
What is "Interim bills are paid upon request, but are not budgeted for in the escrow by default" ?
NOTE: Interim bills are typically received if a home is a new construction. Assessed for land only.
During T.A.P.E verification, we notice that the borrower's parcel number does not match the one we have for them. To fix this, we would...
What is "Note the correct parcel, and put in an incorrect parcel task" (generally a tax line adjustment code)?
Disabled veterans often receive 100% tax exemptions. If our system shows us still collecting for a small amount of taxes, why might that be?
What are "non ad-valorem taxes" ?
If you're unsure of what steps to follow in your call-flow, this newly developed program will guide you
What is Zeus ?
Borrower 1 (b1's) property is going to tax sale. We put a task in and escalate it, but it won't be done in time. In that circumstance, this happens
What is "The home goes to tax sale, but we get the last day of redemption, and attempt to redeem the property within that time so the borrower doesn't lose their home" ?
Emanuel Sanders calls in because his tax lines are inaccurate by several thousand dollars. He says it is a new construction, but he has the new bill on hand. Why were his tax lines so off?
What is "Pre-construction assessments only tax the land. We generally collect for the most recently assessed bill amount" ?
When the research team completes a task, they often put the resolution notes in an excel document for our review. These documents are found here
What is Unified Desktop under "Documents"?
When applying a new exemption, the four most important pieces of information to send in, are these
What is "the Effective date, Date of Approval, Pro-rated Amount Due, and Type of Exemption?"
Borrower 1 (B1) calls in and immediately threatens legal action because taxes were not paid. Offer empathy, find the resolution, then fill out this document
What is a Salesforce Complaint ?