Payments
True or False: To avoid autopay from pulling we can delete it the same day.
False
What system should we navigate to reissue/replace an escrow refund check?
Process Flow Automation (PFA)
What email distro should we provide to clients when they want to send us their tax documents (Cotality Distro)?
RocketTaxDocs@Cotality.com
When a client sends a document to servicinghelp@rocketmortgage.com, how long does it take for us to confirm the email/document was received?
1-2bds.
What is the short cut to get to communication station?
scrt/
If the client scheduled two one-time payments for the same day on their Rocket Mortgage Account. Will both payments draft?
No, only one payment will draft.
Which document provides information on how future taxes were estimated?
Tax cert
When client has not used their one-time courtesy waiver for lender placed insurance and they have paid the lapse. Should we go through the escrow waiver screen or set the Hazard insurance: Client paid bill for lapse REMOVE ESCROW
Set Hazard insurance: Client paid bill for lapse REMOVE ESCROW
If a client states they need their payoff quote rushed because they are closing on 10/31. Can we rush the document request?
No, we cannot.
True or False: As it pertains to payoffs, our co-ops are only located in New York
True
True or False: Client called to make a $15,000 principle payment. You should only request a GIACT if the client is not using an account attached to autopay.
True
What work item should you set when a client needs an off schedule escrow analysis?
ANAIND
Client is calling in to remove PMI. Is the client eligible? Why or Why not? What is your talkoff? Your talkoff must include an acknowledgement, response and pivot.
Client is not eligible because the loan is an FHA loan
Client's payoff balance is 10,250.00. Client wants to pay the loan off using the account on file tied to his autopay. Can we take the payment over the phone?
ABSOLUTELY NOT!!!!!!
What state does not charge a BPO/Appraisal fee to remove PMI?
West Virginia
What is the NSF fee amount assessed to clients in North Carolina?
$0
Client called in wanting to remove escrow from their loan moving forward. Can we remove escrow? What's your talk-off?
No, escrow cannot be removed. Loan originated in September 2025.
What work item should we set if a client's tax payment made it to the tax assessor before ours and the loan is notated "tax office received client's payment before ours"
Tax Research: Client Paid Taxes First. Remove Lender Placed Taxes
What is the work item for a client requesting their escrow balance to be sent via ACH once the loan is paid off?
PIFACH
In the state of Wisconsin, who has the ability to update the way we pay out the taxes/tax option?
Only a client, POA, and confirmed Successor in Interest can update the tax option on a loan.
Today is October 7th, the client is currently on biweekly autopay and would like to skip the 10/31 payment. What action would we need to take in order to keep the client on biweekly.
Schedule a one time payment for the 10/17 draft and push biweekly forward to 11/14.
Pretend it's september 15th: Client called in to pay the remaining escrow shortage in September. How much is the remaining shortage? What are next steps?
The remaining shortage was $1350.16. - Foreshadow that we would need to run a new EA since it's past 90 days since the last ea was completed. Collect the shortage,remove the bucket, set ANAIND.
Taxes were lender placed, and the payment effective change date is 11/1. Client called in today to get the taxes removed and is willing to pay back the balance. Client has never had LPT before. Can we remove the taxes? Why or why not?
No, we are within 30 days of the payment changing. Client would have needed to call prior to 10/1.
How do we submit a document request for a purged loan? Also, list the mandatory items needed in the request.
send an email to DocumentRequestServicing@RocketMortgage.com
What are the Wisconsin tax payment options? When is the last day to change the tax payment method?
Rocket Mortgage® allows clients to change their option until the week of November 15th. From that point through the end of December no changes can be made.