Introduction
What would be a correct response to this chat: "I want to know why I have an escrow shortage"
Agent: Please allow me one moment while I look through your account details.
QR5/HLD1
or any variation of HOLD
"My payment never posts right away online why is that"
"It takes about 1-3 business days for the authorization for payment to be processed from loanDepot, It may take more time for your bank to show the payment once received."
PMNP or PNP2
How do you respond?
Any recap: My pleasure! Was I able to resolve all of your concerns today?
Can you tell me how my escrow works?
-What QR code?
ESHOW
Your chat response back to a customer is taking a long time to find the answer...how do you respond?
Any Wait Message: Your patience is appreciated. I will be with you shortly.
"I want biweekly information"
If your loan is eligible, then you may be able to set up a Bi-weekly plan on the first or second Friday of each month and then every other Friday thereafter. In order to be eligible for our Bi-weekly payment plan, you must be paid one month in advance in addition to your current monthly due date. (PBIW)
"This is stupid, I don't like your processes!!!"
What 2 QR categories are appropriate?
Calming phrases or Apology
What QR code is appropriate for adding escrow?
ESADD
How to respond: "I am so upset with loanDepot, I can't believe this!"
I completely understand and I'm truly sorry for the wait. I'm here to find a resolution for you.
"What diff ways can I pay you guys?"
What QR should you use? Provide the QR Shortcut/4 digit code.
PMTH (QR79)
What action do you take to this question:
"Can you send me my billing statement?"
QR: Absolutely! I have just sent the requested document to your email.
Also include an attachment in the chat.
What QR code is appropriate for removing escrow?
ESCAN and ESCA2
How to respond when you come back to a chat after a customer has been waiting...
Thank you for waiting. I have some information for you.
WTHX/Returned QR 12
What QR would you use to explain what the grace period is?
PFEE
You have a 15-day grace period on your account. If your payment is made after the grace period, you may be subject to incurring a late fee on your account.
Get me to someone else who can help me...how do you respond?
I am so sorry for your frustration. I completely understand you want to speak to my manager, but may I try to assist you with your issue? If I am unable to, I will definitely get you to the escalations team or a manager. (CALM3)
How do we explain to borrower's that we don't list all borrowers on a tax form?
QR10982: The 1098 only has room to list two (2) borrowers. Additional borrowers cannot be added to the 1098 as there are not enough lines to do so.
• Only the primary borrower’s social security number (SSN) is reported to the IRS. The other name listed is for informational purposes only.
• If you want a co-borrower to be listed as the primary borrower, please send loanDepot a letter signed by all borrowers on the loan, requesting this change because changes cannot be made from a verbal request.
What is required in every chat? (Hint: at least 2 of these)
SENTIMENT WORDS!
How can I review my account history?
PAYH
You can view your processed or posted payments in Account dashboard or click here to view your payment history: https://servicing.loandepot.com/dashboard.
Each transaction activity includes payment date, description with a breakdown of details to show due date, principal, Interest, escrow, fees/expenses and the amount.
I need your Tax Department phone number...how do you respond?
TXCI: If your taxes are delinquent or you have received tax reduction information or a supplemental tax bill, please contact the loanDepot Tax Department
Tax department:
Phone: (833) 372-0325
Email: loandepot.dfw@corelogic.com
Fax: (817) 826-0707
If you do not pay your property taxes through your regular monthly mortgage payment (escrow account) and receive a letter from loanDepot advising you that your taxes are delinquent, please send proof of payment to:
Email: paymentproof.dfw.tx@corelogic.com
Or upload documents to the Secure Message Center
"I need my escrow check done again because I lost it I think"
QR STPR1: Certainly! Thank you for bringing this to our attention. I will gladly assist you with getting these funds reissued. Can you confirm that your mailing address is still [confirm mailing address here]?