ACT NOW
The steps during your immediate conversation with the customer to help deescalate the situation.
What is ACT NOW?
What is the Processing Department?
The phrase that describes the company's overall approach to exceptional customer experiences to both internal and external customers.
What is Love the Customer?
___________ the customer’s need within 24 hours (we strongly encourage same day!).
What is the A in ACT NOW?
Part of the HOME stagey that emphasizes starting every interaction with a warm, sincere greeting to set the customer at ease.
What is Heartfelt Hello?
What does ARM stand for?
Adjustable Rate Mortgage
Customer Concern – Last Name #Loan Number – Concern
What is the Email Notifications - Customer Concerns subject line.
This department has 5 sub-departments including Collateral, Government Insuring, Interim Servicing, Purchase Clearing, and Shipping.
What is the Post Closing Department?
A commitment to providing exceptional customer experiences by reflecting behaviors such as; professionalism, maintain friendly, uplifting demeanor, deliver quality, and take pride in every customer interaction, every day.
What is a service Non-Negotiable?
What is the maximum LTV before MI is required?
80%
Own the resolution and follow through with solutions, even if they differ from the customer’s.
Tracks survey results, customer concerns, and management touch calls.
What is Encompass Customer Experience Form
indicates urgent issue requiring immediate action including notification of leadership and other relevant departments
What is an ACT NOW Flag?
How we show up for our customers and team members every day with a heartfelt hello, outstanding observation, making magic happen, and extending gratitude.
What is the HOME customer service strategy?