Terminology
What do taxing authorities use to identify a property?
Parcel # or account #
What part of the Call Flow do we ask the homeowner's name and loan #?
Greeting
What do we call the team that provides coaching, real-time support, and schedules one-on-ones for growth and development?
Management (Senior Leaders, Direct Supervisors, and Team Leads)
What do we call the process of withdrawing funds from a homeowner's escrow account?
Disbursement
What do we call the process of sending funds to a taxing authority in order to eliminate property tax debt?
Payment
What does P&I stand for in the tax world?
Penalties and interest
What is the part of the call flow where agents ask questions and verify the homeowner's responses match what is in the client system in order to protect the privacy of the account?
Verification
What do we call the team that audits agent phone calls and provides coaching and feedback?
Quality Management (QM)
Which TAR payment method is where the client sends money to Cotality, and then Cotality sends money to the taxing authority?
Tax Pay
Which TAR payment method is when the client pays the taxing authority on their own?
Direct Pay
What do we call the account which provides an easy way for the homeowner to manage their property taxes and insurance premiums?
Escrow
Which comes first -- Probing/Resolution or Verification?
Verification
What do we call the group which assists agents with escalated calls in real time?
Tier 2
What do we call the process by which loans are passed to us by clients and are uploaded to the Cotality systems so we can provide tax services?
Loan boarding
What do we call the team that obtains current and delinquent tax information from tax agencies to populate the TAR and TPS reports?
Product Cycle Management
Who does Cotality / Customer Care Center consider to be our customer?
Homeowner or borrower
After summarizing the reason the homeowner is calling, we need to also include something like "I will be happy to help you!" What do we call this?
Reassurance
What do we call the group which handles schedule management, adherence and adjustments?
Workforce Management (WFM)
What do we call the report that generates the due dates, tax amounts, and required method of payment for only escrowed loans?
TAR (Tax Amount Report)
What do we call the report generated for escrow and non-escrow loans that includes delinquent payment details?
Tax Payment Status (TPS)
Who does Cotality / Customer Care Center consider to be our client?
Mortgage companies
After recapping the resolution with the homeowner, we need to always ask _____?
Do you have any additional questions? (Additional Assistance)
What do we call the group that resolves work orders opened by agents to resolve property tax issues?
Product & Delivery (Research)
When does file maintenance and data integrity occur?
1) At loan boarding and 2) throughout the life of the loan
What happens if the tax sales team cannot recover property from a tax sale, and the tax sale was due to Cotality error?
Cotality reimburses the client for the lost property.