Expectations
What is the greeting for the HOPE Hotline?
Thank you for calling the, Hope Hotline, This is ____on a recorded line. May I ask your name please?
What is foreclosure?
The legal process of obtaining title to real-estate collateral in the event of a non-payment of a mortgage debt
Who are you?
"We are the Hope Hotline's triage, we collect your information to ensure you are being directed to the appropriate party to assist you with your needs."
“Nosotros somos el triaje de Hope, juntamos su información para asegurarnos que usted sea dirigido al recurso correcto que puede ayudar con su situación. "
How do you use the translator service if a client speaks Chinese?
Existing Post mod client- over a year since counseling- where does this client go?
5970
Who are we not allowed to build a profile for?
Not on mortgage, not authorized (unless spouse)
What is loss Mitigation?
A process to avoid foreclosure; the lender tries to help a borrower who has been unable to make loan payments and is in danger of defaulting on his or her loan.
A Client is calling for payment assistance. What is a good word track here?
"We do not provide payment assistance/funding however I can gather some information and get your to the next available resource to review alternative options." (HINT: pivot into asking for information)
"No proporcionamos fondos/financiamiento/asistencia de pago, sin embargo, puedo tomar su información para conectarlo con el mejor recurso que pueda revisar las opciones disponibles."
How do you add the HOPE flag to a profile?
By going to the demographics page from the Main screen in the customers profile. Select 995HOPE and the sub referral source
Active DMP Client. Where do they get transferred to
5026 CST
What is the process if someone has POA?
Must receive POA paperwork BEFORE counseling. Build profile, give client ID number to client to put on the top of the POA and give the client the POAcompliance@greenpath.com email to send the POA paperwork to.
What is section 8 housing?
The housing choice voucher program provides assistance to very low-income families to afford decent, safe, and sanitary housing. HUD housing.
A family that is issued a housing voucher is responsible for finding a suitable housing unit of the family's choice where the owner agrees to rent under the program. A housing subsidy is paid to the landlord directly by the PHA on behalf of the participating family. The family then pays the difference between the actual rent charged by the landlord and the amount subsidized by the program.
What is a good word track for someone who doesn't want to give us any information?
"We do not do anything with your information, it is used for referral purposes only to get you connected to the right resource."
“No hacemos nada con su información, se utiliza para poder comunicarlo/a con el mejor recurso para su situación.”
What are the 3 ways we offer Pre-Purchase counseling? How much do they cost?
1 on 1- $150
Ehomeamerica Online course- $99
Framework Online course- $75
Existing HPF client that has done a session 2 months ago. Where would you send this client?
5045
What is the process if the borrower has passed away?
Build the profile as the "Estate of _____" for the first name and then the clients last name in the last name box.
What is a forbearance?
A loan forbearance allows you to temporarily suspend making principal payments or reduce your monthly payment amount for up to 12 months typically
Client calls regarding the Hamp/Harp program. What is a good word track for this?
Client wants to apply for HAMP/HARP: "The HAMP/HARP programs are no longer available to apply for however, I can take a moment to build a profile and get you over to the next best resource who will be able to review comparable options."
“Los programas de HAMP/HARP ya no están disponibles para aplicar, pero lo que podemos hacer es crear un perfil y comunicarlo/a con el mejor recurso para su situación.”
What is the process if someone is in active bankruptcy?
If the client is in active BK, we need to have the BK authorization form signed and returned from the attorney BEFORE they can do counseling. You would set a task in Genii for the document to be emailed or mailed. Set the expectation of 24-48 hours once they send over the documents.
Existing BK Client in the state of Indiana that is looking for housing counseling. Where would they go?
5053
A client is calling in regarding a Reverse Mortgage. What is the process for Reverse Mortgage?
1. Are you looking to get RM counseling and needing a certificate?
➡If yes- RM call flow (transfer to 5166 or 5167 for Spanish)
➡If no- SpringFour Referral
2. If the client already has a RM and facing foreclosure due to past due taxes or insurance
➡ Create profile and make into DI session
3. Misc RM questions
➡SpringFour
Who is HUD and what do they do?
The U.S. Department of Housing and Urban development; established in 1965, HUD works to create a decent home and suitable living environment for all Americans; it does this by addressing housing needs, improving and developing American communities and enforcing fair housing laws.
What is a good word track for someone who is upset about being referred out?
"The Hope Hotline is a triage resource that gathers homeowners basic information in order to get you to the next best resource for your situation. That is what we completed today. You can always call back for additional support if needed."
“La línea de Hope es un recurso de triaje que junta la información básica del propietario para ayudarle en conseguir el mejor recurso para su situación. Eso es lo que hicimos hoy. Recuerde que siempre puede volver a llamar para soporte adicional si es necesario.”
What are the reasons we would keep a Non-partner?
How to we help a homeless client?
We do NOT have to build a profile. Provide resources from Springfour and give them the HUD.GOV website for local assistance.