Glossary
Obligor
What is someone who is on the deed but not on the Note?
CSLTEW
What is the customer requested a late fee waived, and we waived it?
The largest monetary amount a customer can pay online (on Servicing Digital).
What is $9,999.99?
The name of the skill in Five9 you should transfer to in order to escalate your call.
What is the assist line?
The first thing to verify if the customer is having trouble logging into the website.
What is the URL they're using?
Authorized Third Party.
What is a person that has been authorized by the customer to speak to us regarding the details of the account?
CSSINQ
What is a general inquiry/non-problematic call?
The Requirements needed for a customer to be eligible to begin biweekly drafting.
What is being paid ahead by 1 month, and selecting a start date between 1-15 of the month (on a Friday)?
3 examples of trigger words.
What are;
The customer credentials needed to register an account online.
What are Name, Loan number, SSN, and DOB?
Mortgagor
What is a person who takes out a loan in order to finance the purchase of their house?
CSSESC
What is a call that required escalation either due to the customer's request, or the agent's inability to solve the issue?
Meaning of the task CHHREV.
What is a payment reversal request?
The task required to be opened in conjuncture with a CSTCOM comment code.
What is an RSCOMP?
When the IT support line is closed, this is the way to still receive support from out IT specialists.
What is opening a ticket?
Mortgagee
What is the lending institution that provides the mortgage loan?
CSSPRB
What is a problematic call that did not require escalation?
The Client ID used to sign into Ventanex.
What is 5409?
What is a CSSUPC?
The task you should open when unable to resolve a customer's technical issue on your own.
What is TECHSU?
Required Minimum Balance
What is the least amount of money required to sustain a customer's escrow account?
CSSPMM
What is accepting a customer's payment?
The impact a CHHRSC task will have on a customer's account with relation to financial transactions.
What is the prevention of the acceptance of electronic payments?
When you are allowed to disconnect a caller due to their attitude.
What is never?
The first thing you should confirm with the customer when they express difficulty logging into the website.
What is the website they are trying to log into?