Escrow
Payment
1098
Client Service
Payoffs
100

When communicating and confirming if the client is eligible to remove their escrow

Escrow waiver eligibility

100

When a client makes a payment into their escrow account

Escrow payment

100

Client calls stating they didn't receive their 1098.

Did not receive 1098

100

When a client expresses that they have trouble with our marketing, communication or platforms due them not being ADA accessible

Accessibility options

100

When a client has questions, comments, or concerns regarding a CEMA loan

CEMA

200

Client calling to see what exactly is included in escrow.

Escrow General Question

200

Client calls to ask what their interest rate is.

Interest rate

200

Client asks how much interest they paid in 2022.

1098 question on interest paid

200

Client claims we are discriminating against them.

Discrimination

200

Client calls because the county still hasn't recorded the loan as PIF and needs documentation showing the lien is released.

Discharge of mortgage

300

Client calls to ask if they can add insurance and taxes to escrow.

Add escrow

300

When a client makes their monthly payment

Monthly payment

300

Client calls to find out how much mortgage insurance they paid in 2022.

1098 Mortgage Insurance Question

300

'Client' calls to obtain basic loan information, and team member submits a DTRT due to red flags during verification.

DTRT submitted

300

When communicating with a client about a escrow refund post payoff funds being sent

Payoff escrow refund

400

Client calls to discuss the shortage in their escrow.

Escrow shortage calculations

400

Client asks to set up bi weekly autopay.

set up bi weekly autopay

400

When communicating regarding a co-borrower not shown on 1098

Co borrower not shown on 1098

400

Team Member has a great conversation with a client and decides to send out an operation heart card for their upcoming birthday.

Operation heart

400

When communicating with a client regarding escrow which was netted during their Rocket Mortgage to Rocket Mortgage refinance

Payoff netted escrow

500

Client reaches out to discuss why they received an overage check.

Escrow overage calculations

500

When a payment is applied incorrectly to principal or escrow

Payment not applied as intended

500

Client received a B notice and wants to know what this is about.

B notice

500

When a client is transferred to Rocket Homes or discuss Rocket Homes with a client

Rocket homes

500

When a client is requesting a payoff statement or has a question about their payoff

Payoff Statement/Question

M
e
n
u