Lakewood Statuses
Where would we connect a bwr who is in "Application Recvd" status?
The LO if not avail then the LOM , if that's not an option then send email to LO cc LOM and your TL
What is the title of the rep who can assist the bwr thats in a "initial disclosure complete" status, if we are unable to give an update?
Customer Advocate
If a bwr wants to withdraw and is in the "App recvd" status where do we xfer?
LO
Where would you connect a bwr if they're in "Loan Setup Complete" and you weren't able to provide an update from the notes?
The CA if one's assigned
Whats the name of the rep's title that is assisting the bwr in "Recvd by Exception Handling" ?
Exception Handler
When a bwr comes on the line expressing that they want to withdraw which 2 buttons in DT should we verify first in lakewood to see how to best route the bwr?
if its a Full doc or Streamline refi..
1 loan reg 2 mortgage summary
Where would you connect a bwr who is in "Final Approval" and they state they have been missing phone calls?
You would check first to see if they have scheduled their closing and if not xfer to scheduling dept @ 1470
Who are we xfer'ing the bwr to if they are ready to schedule their closing? Not the dept but what title do we introduce them as?
A scheduling Rep
if a bwr wants to discuss a lower rate but has not had his closing yet, where would we xfer the call? Queue number and dept name ?
1491- rate team
What two pieces of information are we looking within the notes section of lakewood to verify if the status has been fulfilled for Loan Setup Complete?
1. if any docs are needed from the bwr
2. title cleared
What are the title of the reps at theses 3 queues, 1466..0179..1489?
CSS -Customer Support Specialists
If a bwr wants to withdraw and has a full doc type of refi, where will we xfer the bwr if their status is in submitted to underwriting?
Quick strike team- ext 1485
If a bwr has a "Denied" status, what is the first step to take to help us confirm/verify where we should xfer the call?
Check to see prior status
10 underwriting 8 loan status
What are the reps title at queue 1455?
Closing recovery agent
If a bwr wants to negotiate his rate but has already signed his closing disclosures at his closing yesterday, what should be the next "date" we check? Where would we xfer the bwr?
Recission date
1455- closing team