Account Management
This document is needed to close a HELOC in the draw period.
What is a CA253 letter via USB Docs signed by all borrowers? Free form requests are also acceptable.
This is where a payment that is made after the bill has been satisfied, but before the next bill cuts will be applied.
Where is principal curtailment?
A client should be warm transferred to this department if they are experiencing issues with a declined card transaction.
What is Cardmember Services?
True or False- HELOCs can be assumed.
What is False? HELOCs can not be assumed.
It is acceptable to process up to this payoff amount using LIFT/REPAY without a manager override.
What is $999,999.99?
Select this Service request option in BEE to reduce a HELOC's line amount.
What is Decrease/Restrict Line?
If a client calls to make an escrow only payment, apply funds here.
What is suspense?
This task is used if a client states they have not received their access card and requests a replacement.
What is CSCRDM?
This is where calls related to deceased borrowers for HELOC accounts should be transferred.
What is DART? (Deceased Account Resolution Team)
Review this document if a client questions why a new HELOC balance is more than expected after paying off an old HELOC.
What is the Proof of Proceeds Loan Reset Printout? Also referred to as the Disbursement Summary or Verification of Deposit.
True or False- Annual fees for HELOCs can be waived by CS agents.
What is False?- Annual fee waivers must be requested and initiated by the originating branch.
True or False- A HELOC can be paid ahead.
What is Fasle? -A line of credit cannot be paid ahead, even if there is a Fixed Rate Option on it. If there was an extra payment made on a locked portion, the lock would still be due for a payment the next month. The lock is still part of the outstanding balance; therefore, the additional funds paid will apply to principal even if the payment was intended to be a regular payment.
Deluxe OrderPro, used to order convivence checks, can be accessed from this tab in Bee.
What is the Account Services tab?
Check this screen to see if a stop has been placed on a HELOC.
What is SAF1 PG2?
Repayment is calculated by taking ________ on the first day of the Repayment Period, divided by the number of payments in Repayment Period (typically 240), then each month adds interest on top of that.
What is the full principal balance?
This shared box is used to place stop payments on outstanding HELOC checks.
What is HelocOperations@usbank.com?
This is where a payment made before the due date, but after the bill cuts will be applied.
What is is the billed amount or monthly payment?
True or False- Payments made via IVR (24-Hr banking) will be viewable in LIFT.
What is False? -Payments made via 24-Hr. Banking IVR will not be viewable until the payment is posted to the account in Director. The 24-Hr. Banking IVR uses MCC for processing payments
These are 3 reasons an advanced stop may be placed on an account.
What are past due, delinquency, over the limit, lender placed insurance, multiple 30-day late payments, 60+ days past due on first mortgage, loss mitigation, delinquent property taxes, or incomplete documentation?
A client can advance funds to an external DDA by doing this.
What is write a convenience check payable to themselves and deposit it into their external DDA account?
Calls are transferred to this team when a client wants to report possible fraud on their account.
What is the Fraud and Dispute Intake team(called CAFÉ)?
The first payment after a FRO is locked in will be _________ than the following payments.
What is higher?
Contact ________ if an advance is denied but there appears to be funds available.
What is a Customer Service manager?
This task should be opened to for Customer Service Research to review a HELOC for reinstatement.
What is CSREOP?
Use this tool if a client wishes to cancel and replace a FRO.
What is the FRO Automation Tool?