Customer Interactions
Legal
Escrow
Miscellaneous
Payments
100
What must we say if the customer advises that their email was provided by an employer?
"If you provide M&T with an external email address that was provided to you by an employer, your employer may have access to confidential information contained in email messages from M&T"
Consumer Email Addresses - MTG
100
What information can be provided to a Power of Attorney? When does the power of attorney's authorization end?
Power of Attorney can be provided all information and can perform account maintenance. Power of attorney ceases on the date of Death of the borrower.
*Caller Verification in CSX - MTG
100
What amount does the overage have to be greater than in order for us to send out a check?
$50
Escrow Analysis Statement Information - MTG
100
What information do we need from the customer to send a digital demo?
Customer's first name and email address.
Digital Ambassador Tools and Demos - All
100
What are 4 ways for a customer to make a payment?
Branch, Online, Mail, ACH, Bill Pay, ACH, IVR
Phone/IVR Payments (General Information) in CSX - MTG
200
This article outlines information bankers should never communicate to customers
What to NEVER Tell a Customer – All
200
What do we do if a customer, who had previously filed for bankruptcy, calls regarding their mortgage not showing on their credit report?
Transfer the call to the Bankruptcy processor on Default > Bankruptcy.
If there is no processor listed, then there is not an active Bankruptcy on the account to reaffirm the debt.
- Refer the caller to the Bankruptcy attorney.
Bankruptcy in CSX - MTG
200
How long does the customer have to remove the shortage and what is the turnaround time to have the payment adjusted?
Customer has 60 days to remove the shortage. It takes 5 business days to update the payment.
Escrow Shortage Information - MTG
200
What are four reasons we would run the collections macro?
Non-related payment issue and customer is past due
Calling in to discuss payment being late
Customer calling to advise the payment is going to be returned and it is past the grace period
Call back after receiving a payment reminder call from Collections
Call to Make a late payment (after grace period)
Account in Bankruptcy
*General Collection Macro Information - MTG
200
What are the 2 tasks that can be used to correct a misapplied payment?
CSHSCC (if payment was the last posted transaction) CSHCOR (if payment was not the lsst posted transaction)
Reapply Misapplied Payments in CSX - MTG
300
Name 3 acceptable wecare phrases for value added for mortgage.
"You can enroll in online banking", "You can set up autopay", "Are you interested in....", "I can send you a digital demo", "In the future you may want to"
Suggested Phrases for the WeCare Scorecard - All/Fraud Call Center
300
What are the reasons a customer would request a transfer of title?
Reasons customers request Transfer of Title:
Revocable Trust - When the customer wishes the ownership of the house to be legally transferred to an individual upon the customer's death.
Estate planning purposes.
To add or remove a spouse and/or child(ren) to the deed.
Death of Sole Mortgagor or death of one Mortgagor.
Transfer into an LLC.
Mortgage Legal Information in CSX - MTG
300
What is the process if the customer wants their taxes to be paid sooner due to a payoff?
- When the requestor of the payoff wishes for M&T to pay the tax bill and IF the amount is available, complete the following steps:
- Open the TAXPAY task, send an email to eta@mtb.com and cc your direct supervisor
- Subject line: TAXPAY opened on Loan #XXXXXXXXXXXX
- In the task, include the following:
- Name of the caller (and Company, if applicable)
- Name of the requestor
- Daytime phone number
- State that the customer does want the taxes to be paid
- Log the call as per the information below:
- In the notes, include:
- Daytime phone number
- Name of the caller (and Company, if applicable)
- State that the customer does want the taxes to be paid
- In the notes, include:
- Open the TAXPAY task, send an email to eta@mtb.com and cc your direct supervisor
Payoff Related Escrow Issues in CSX - MTG
300
How can customers enroll in flex drafting and what is the earliest start date that they can pick?
Customer can enroll by vising mtb.com/achenroll, download the enrollment form and email it back to mtgservice@mtb.com, or we can mail them a blank form with CUSFXP task. The earliest start date is 5 calendar days from today.
Flex Drafting (General Information) in CSX - MTG
300
What type of payments can be seen on the PMSG screen? (The answer has 4 examples)
Mailed Payments, Branch Payments, Transaction Reversals, Payoffs
Pending Payments in CSX - MTG
400
What is the definition of a complaint? What system do we use to log them?
Complaint, as defined by M&T Bank’s Complaint Management Program is an oral or written expression of dissatisfaction submitted to M&T, Wilmington Trust or its third-party service providers, whether or not justified, with a product, service, transaction or customer service experience that involved M&T, Wilmington Trust or its third-party service providers. Filed in Resolve.
How to Identify and Log Complaints (Resolve) - All/Fraud Call Center
400
What do we do if a customer is calling to follow up on the account, after sending in the death certificate for the sole borrower on the account?
Check to see if SUPREQ task is open
If yes: add comments to the task with the caller's needs and phone number
If no: reopen the SUPREQ Task
Do not open SUPREQ if there is still a remaining borrower, advise to send the death certificate to estateservices@mtb.com. There is no letter to be sent in these scenarios.
Customer receive call back in 48 hours.
400
When does an escrow refund check expire? What happens to the funds after it expires?
Escrow refund checks have an expiration date 120 days from their issuance. If an escrow refund check is uncashed after 150 days it will be redeposited to the customer's escrow account.
*Escrow Refund Information - MTG
400
What is the RMP path to create an abandoned funds ticket?
1. Select Retail Banking
2. Select Abandoned Funds
3. Select the DDA Number associated with the request.
Request Management Platform (RMP) Lending and Misc Matrix - All
400
How do we handle payments made on a paid in full account?
- Payments received will be placed into suspense and held for 10 calendar days before being refunded.
- Payment will be returned to the customer via a mailed paper check.
- If customer has not received refund within the 15 business days and Representative has confirmed that refund check had been sent. Bankers are to open a CSHSTP task.
- The customer should be notified that they will need to stop or update their Bill Pay Payments with their banking institute to avoid payments from applying to the paid in full loan in the future.
Payments on Paid in Full Mortgages - MTG
500
What article tells us how to handle irate calls? What are the 7 behaviors outlined in the article for handling an irate call?
weCare Conversation Guidelines - All
*Accept call ownership, *Be able to discuss alternatives to satisfy customer requests, *Find a variety of ways to say No, *Have the customer hand up happy, *Remain Calm and react professionally, *Have Confidence, Show interest in the problem and keep a positive attitude
500
What criteria would make a loan ineligible for a Release of Liability?
-Partial Claim
- If it is a Co-op loan or RHS Loan
-If the investor is Bayview
-If investor is FHLMC and less than a year old
-If loan has been 30 days late within the past 12 months
-If loan is in Foreclosure
-
Mortgage Legal Information in CSX - MTG
500
What are the 3 instances where a waiver will be granted to allow the customer to remove the escrow account and what task would be used to remove it?
- If the loan is in the states of Illinois or Minnesota and becomes eligible for an escrow waive. Once this occurs, an ES299 letter would be generated. If the customer is in Illinois or Minnesota and responding to a recently issued ES299 letter, proceed to initiate the ESCDEF task.
- If the loan originated as non-escrowed but the insurance lapsed or taxes became delinquent and the loan is current, we will review the loan status for possible one-time courtesy waiver. Proceed to initiate the ESCDEF task.
- If the loan is an employee loan, we will review the loan status for possible escrow waiver. Proceed to initiate the ESCDEF task
Specialty Escrow Information - MTG
500
What is the mortgage process for providing a customer with their user id? (Be specific)
- Complete Standard AND Step Up Authentication OR Enhanced Authentication AND ask 2 Out of Pocket Questions.
- For Mortgage/ILN ONLY customers, complete Standard AND confirm the following information instead:
- MTG – Property Address, Full Social
- ILN – Full Social, Date & Dollar amount of last payment or Collateral details (Year, Make, Model OR Full VIN
- For Mortgage/ILN ONLY customers, complete Standard AND confirm the following information instead:
If customer is unable to answer the out of pocket questions, and/or enhance authenticate themselves, refer them to the branch and remind the customer of the self-service functionality on the IVR below, or on mtb.com or the Mobile App.
- If the customer passes ALL authentication, provide the User ID.
- As a best practice, advise the customer of the self-service functionality on the IVR or using the website or mobile app.
- Review How Customers Retrieve Their Digital Banking User ID - All/Fraud Call Center
- As a best practice, advise the customer of the self-service functionality on the IVR or using the website or mobile app.
- If the User ID is provided make sure to use the Closure Code: Digital Banking Closure Codes>User ID Provided
How to Handle a Forgotten User ID - All
500
What documentation is needed in order for us to research a missing payment? (Be specific)
- Source of payment is bill pay, ask if bill pay has been used before. If yes then obtain batch number. Batch number can be obtained using Loan Activity/ Payment and Reversal or Loan History tool.
- If batch number is 8L customer must provide copy (front and back) of cancelled bill pay check or bank statement showing payment amount debited from account.
- If batch numbers are between 490-530 customer must provide copy of electronic transmittal from bank.
- Source of payment is personal check then Customer must provide copy (front and back) of cancelled check.
How to Research a Missing Payment - MTG