Verification
The information you confirm when the borrower is IVR Authenticated.
What is:
The Borrower's full name including middle name/initial
Read the loan # to the borrower
The department you transfer to when the customer says they need an escrow analysis....
What is the escrow department?
The payment you issue when payment is due in more than 20 days.
What is a 1 payment?
The number of letters the customers receive before LPI is placed on the account.
What is 3 letters?
The comment code you use for calls with agents.
What is ASHAZA?
The information you confirm for a borrower that is NOT IVR Authenticated.
What is:
The loan #
The borrower's full name including middle name/initial
The property address
The borrower's last 4 of their SSN
The department you transfer to when the borrower states they need to have a claims check endorsed.
What is Loss Draft/Property Loss?
The payment you issue when payment is due within 10-20 days.
What is a regular payment on F9 or a C Payment?
Customer's policy cancelled effective 7/30/24. Their new policy doesn't start until 8/30/24. Name the type of LPI.
What is a lapse in coverage?
The application used to check the status of a check and confirm if it's a bulk check or single check.
What is Pinacle?
The information you confirm with an agent.
What is:
The agent's first and last name
The name of their agency
The borrower's first and last name
The property address
The insurance policy # and the INSCO name
The department you transfer to when then borrower wants to close their HELOC loan.
What is the HELOC Department?
The payment you issue when payment is due in less than 10 days.
What is a HOT Payment?
A customer advises that they have new coverage to replace the LPI on their account. These are the screens you use to cancel the LPI once you have the account updated to the new policy.
What is PF15 and/or PF16?
All of the screens that can show you authorized 3rd parties on an account.
What is:
MEM1
NBID
Mas1 > ADD4
An Internal Partner is transferring a verified borrower to you. You confirm the following information.
What is:
The I.P.'s first name, last initial, and company code
The loan #
The borrower's first and last name
The property address
The department that you would transfer to if the caller needs to report the death of the customer.
What is the Mortgage Department?
Payment is due in 5 days and the INSCO has a 30 day grace period. You issue this payment and provide this delivery timeframe.
What is a regular payment (C or F9) with a delivery timeframe of 7-15 business days?
The tasks you use to cancel LPI Policies for homeowner's and flood.
What is FLDUPT and ASGCXL?
The information you include in your manual/BCNOTS notes.
What is:
Line you worked on
Comment Code from Postwrap
Caller's Name
Caller's Contact Number
All relevant call information that cannot be confirmed on HAZ1
•Greet the party by identifying your first & last name and the bank you represent.
•Provide the call recording disclosure statement
What is Outbound caller verification?
The department you would transfer to if the customer wants to make sure their LPI has been cancelled and the refund has been received.
What is Insurance Tracking (aka. us)?
The customer advises no payment has been made from their escrow account, but the P Code is an 8. You take these next steps.
What is:
Advising the customer their account is non-escrowed
Advising the customer that their escrow account needs changed before payment can be issued.
Transfer the customer to the mortgage department.
The number of days it takes for LPI refunds to go back into the escrow account.
What is 7-10 business days?
The names of states where voicemails cannot be left.
What is CA, CT, NC and New York City?