Call Etiquette
The only transfer temperature we should ever use.
What is warm transfer?
The method(s) a customer can submit a third-party authorization form
What is via email (to the support email address), mail (to our PO box), or via fax?
The methods of payment not accepted at ServiceMac.
What are credit cards and debit cards?
The task to open to order an escrow analysis.
What is ANA001?
The name of the tool that allows you to pull a current amortization schedule.
What is Loan Calculator?
If the customer did not verify through the IVR, these are the items needed to verify them and proceed with the call.
What is their loan number, their legal name, full property address, and last 4 # of SSN?
The email address for NewDay USA?
What is support@MyNewDayUSALoan.com?
The Lockbox Address.
What is PO Box 105178, Atlanta, GA 30148-5178?
The MSP screen to verify tax line information.
What is TAX1?
The number for the internal tech support line.
What is 855-847-7662?
The total length of a time a customer can be left on hold.
What is 5 minutes?
The Language Line phone number.
What is 1-855-591-0843?
CHHBIX.
What is the task used to modify an existing biweekly drafting plan?
The location of the schedule of escrow analyses according to state.
What is Knowledge Owl - Escrow Analysis Schedule?
The number of characters a borrower should use to create their password for the customer portal.
What is 8?
What is Left Message?
The mortgagee clause.
What is:
ISAOA ATIMA
PO Box 29411
Phoenix, AZ 85038-9411?
The maximum amount able to be accepted via Ventanex.
What is $99,999.99?
The standard length of a shortage spread.
What is 12 months?
Where the customer can update their paperless billing preferences.
What is the document center option under account management on the servicing digital website?
The only time it is appropriate to end a call.
What is when the borrower is unresponsive for over a minute after we have attempted to get their attention?
OR
What is when a borrower is being verbally abusive?
The first step when a customer reports a missing payment.
What is reviewing the loan history?
The correct location to view upcoming payments/deposits into escrow from the most recent analysis?
What is ANA1/LAST > PROJ?
The web browsers able to be used to access the web and mobile applications.
What are Chrome, Internet Explorer, and Safari?