Verification
•Loan number
•Borrowers full name including middle name/initial
•Last 4 of Social Security number
•Full property address
What is borrower Not IVR Verified
Customer says they need an escrow analysis....
What is the escrow department?
"This call will be recorded and may also be monitored for quality and training purposes."
What is the call recording disclosure?
When a customer changes their insurance policy prior to their renewal.
What is Midterm Change?
Call received in response to OLLW- letters
What is ASGOLW?
•Borrowers full name including middle name/initial
•You provide the customer the loan number
What is borrower IVR Verified?
What is Customer Service?
An Internal Partner connects a customer to you after your greeting you immediately say.....
What is the call recording disclosure?
Customer's policy cancelled effective 7/30/23. Their new policy doesn't start until 8/30/23.
What is a lapse in coverage?
Confirm or Research Insurance Premium Paid
ASGRIP
•3rd parties first and last name
•Call back number
•Loan number
•Borrowers first and last name
•Property address
•Last 4 digits of borrower Social Security number
What is Servbank Authorized 3rd party Verification?
Customer need to make a payment into their escrow
What is the Escrow Dept.?
What is the call recording statement.
Online via the loan servicers website or Client App
Over the phone with customer service
Mail to the mortgagee clause address
What are ways to return their refund back to their escrow?
•Document any policy details or call information that was discussed on the call that is not verifiable in the servicing system.
What is Additional Notes?
•Loan number
•Borrowers first and last name
•Last 4 of Social Security number
•Full property address
(If only the zip code is incorrect continue the call)
What is Borrower Not IVR Verified?
Customer needs to change their insurance carrier
What is Insurance Tracking?
You make an outbound call and Sally with State Farm picks up the line...
What is the call recording statement?
If a prior term LPI policy, prior lender LPI policy or an LPI policy for a loan that’s paid in full needs to be cancelled
What is the HAZFPC task?
•Always sign your note with your first initial, last name and HIPC. Ex. (J.doe/HIPC)
What is a manual note?
•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?
What is Loss Draft?
You are on speaker phone and someone else starts to talking...you immediately...
What is the call recording disclosure statement?
To cancel the LPI policy, you must update....
What is HAZ1/PF16 screen?
Coverage Type X
What is Land Only?