Family Feud
1.We asked 100 Representative's what's the most challenging mortgage servicing call you've encountered?
Assumptions (35)
Escrow Shortage (25)
Escrow Removal (20)
Online web/app issues (15)
Refund Request (5)
2. Name a reason a customer would request a check to be reissued?
Customer has not received a check that they were expecting (35)
Customer received a letter or email about an uncashed check (26)
Customer is requesting a check be reissued because the original check was damaged or is now stale dated. (15)
Customer is requesting a check be reissued in only their name because of a divorce, legal separation, or the death of a borrower (24)
3. A recast can NOT be performed on these loan types
Home Equity Line of Credit (HELOC) (28)
Government loans (26)
FHA (25)
VA (9)
Interest Only Loans (12)
4 We asked 75 agents which dept transfers the most calls?
Loss Mit (40)
Collections (37)
Tax Dept (15)
Insurance Dept (8)
5. We asked 100 customers why do they escalate to a supervisor?
The agent was not listening to me (30)
Agent rude/didnt like their tone (20)
I don't know (18)
A sup could only handle my request (15)
I couldn't understand the agent (13)
I spoke with several agents and my issue isn't resolved (4)
6. Name a reason a customer would request an assumption?
Court order by a judge, as a results of divorce, requiring one borrower to assume the loan from another. (Property, Settlement Agreement) (19)
ALL of the borrowers on the loan are deceased and a confirmed successor in interest (SII) would now like to assume the loan (18)
Borrower(s) wants to sell the property to a buyer and offer the current rate they are paying on the loan. So, they place it on the market as an assumable loan for buyers, at a lower rate than the current rate offered on new loan purchase (18)
Current borrowers want to buy another home and remove the current mortgage debt from their credit report to lower their debt-to-income-ration. This will assist in the purchase of a new mortgage. (15)
7. What are some tasks opened in error for R & F?
CORDOC(25)
CORYES (24)
CETDUP (19)
PAYREQ (12)
PAYPPP (7)
CORHST (6)
CORPIF (2)
BILLDT (2)
8. Which colleagues are ranked in the top 10 for July?
DaVonna Thomas(30)
Kristen Pippin(25)
Reshma Patel (15)
Lateefah Stephens (10)
Erica T. Leonard (10)
Lavelle Gainey (5)
Deanna Moore (5)
Traisha Titus(5)
Chelsie Williams(5)
Rachel Jackson (5)
9. What is the criteria for a call to be escalated for Tier 2?
The customer has called in for the same issue 3 or more times and you are not able to resolve the request. (49)
The caller states having had to call multiple times and the issue is still not resolved, and you see that there have been several calls and you are not able to resolve the request. (35)
The Recent Calls field in TelePath indicates that the customer has called in 3 or more times in the last couple of weeks, and you are not able to resolve the request.(16)
10. What causes escrow shortages?
An increase greater than the projected amounts for taxes and/or insurance (12)
A change in the property assessed value (6)
An item was added to escrow, such as flood insurance, or a sewer or water lien (4)
A supplemental or special assessment tax bill was paid from escrow(4)
The loan converted from a Construction Loan and started with an escrow balance of $0.00 (zero) (2)
Two insurance premiums were paid within the year period and no refund was received (2)