Phone Calls
What is the call recording disclosure statement/privacy notice?
What is...
This call is being recorded and may be monitored.
The button used when an account is already updated with renewal info and no action is needed.
What is...
Already Updated
The screen used for updating policy info and issuing payments.
What is... HAZ1
The letter sent for no renewal info received for Homeowner's Insurance.
What is... The HI212 Letter
What system do we use to update flood policies?
What is...
BKS
Who do we call if the insurance carrier does not have a website to use and we have not received a declarations page in SmartFlow?
What is...
The insurance agency or insco.
The button used to send the item(s) through the system to be updated by SmartFlow after all policy info is successfully obtained.
What is... Send to Auto Process.
The payment issued on HAZ1 one payment is due within the next 20 days and an o/n payment is NOT required.
What is...
a C payment
The letter sent for cancellation of a Homeowner's Policy.
What is... The HI002 letter
What is your hourly and daily KPI?
What is...
7 per hour/55 a day
The voicemail you leave for a borrower.
What is...
"This message is for <Borrower's Name>. Hello Mr./Miss/Mrs. <Borrower's Name>, this is Pauline calling from the insurance center at Regions Bank. I'm seeking to obtain renewal information for the <hazard/fire/flood> insurance policy, for your loan at <Property Address>. If you or your agent would please call us back, one of our customer care representatives will be happy to update your account or pay any insurance premiums that may be due. Please reference your loan number for accurate handling of your account when calling. You may also upload the renewal information to our website, mycoverageinfo.com/regions using your last name, zip code, and the last four digits of your social security number or you can email this information to regions@mycoverageinfo.com as a JPEG or PDF file. Thank you and have a nice day."
The button used when payment is issued in Black Knight.
What is...
paid.
The screens used when submitting a task.
What is... TSK1 and HAZN
The screen in Black Knight that is used to send letters.
What is... PL03
What information do you include in your notes?
What is...
1. The line you're working on
2. Information Source (agent/carrier name, the website you accessed, approved IVR systems, etc)
3. Fax Numbers used to send mrtg info to
4. Any phone number you call
5. Name of Any Representative you speak with including the first initial of their last name.
6. Anything that changes on the policy (the pol #, ded, eff dates, coverage, prem, rcc, and wind.)
7. coverage type
8. Cancellation info: the canx date, reason, and info regarding any follow up calls.
9. When a task is opened: the task id opened and the reason for the task being opened.
10. any additional info regarding special follow up requirements.
11. mortgagee clause updates and the source of the update: fax, mail, website, etc.
12. any letters sent.
13. the action taken in s/f
14. your signature
The voicemail you leave for an agent.
Hello. My name is ____ and I am calling on behalf of Regions Bank. I am calling to obtain renewal information on a <Hazard/Flood/Wind/ETC> policy for our mutual client <Borrower's Name>, at property address <full address info>. If you could please upload a copy of the renewal information to mycoverageinfo.com/agent using the loan number, zip code, and borrower's last name. If you're unable to use our website, you may fax a copy of the declaration's page to fax # 843-413-7805 or email the declaration's page to us at regions@mycoverageinfo.com as a PDF or JPEG file and copy the borrower on the email. Please be sure to reference loan number <loan number>. Thank you"
The button used an agent requests information in writing before they will provide any renewal info.
What is...
The Fax Out button
The Batch Code you type in the Man Group Field to get rid of the HOT Code.
What is...
HAZ
The task used when a line needs removed from an account.
What is... SAFBKT
What sources can be used to update policy info on an account?
What is...
Physical documents, phone calls with agents, websites, and approved IVR carriers.
The things to say, get from, and confirm when calling the agent.
The button used when a policy has been cancelled or non-renewed and you have to contact the borrower.
What is..
Unable to process
The steps for issuing a hot payment.
What is...
Step 1: Determine if the policy to be updated is in Smartflow. If the policy is not in Smartflow, and you are not speaking with the agent, please make a call out to the insurance company or agent.
Step 2: Open the payee database and obtain/confirm the payee code. Update the payee code on the line. Keep database open because you will need the overnight address for your HOT note.
Step 3: Make sure the dates on the line are showing as the expiration dates of the policy.
Step 4: Update the premium amount
Step 5: Update coverage amount
Step 6: Confirm you are using the correct P code. 3 for agency billed and 6 for direct billed.
Step 8: Update the policy number.
Step 9: Press enter!
Step 10: Verify if replacement coverage is included and if so, place an Y in the RCC field on the PF15 screen and press enter. This is a good time to also verify if wind is included in the policy.
Step 11: Go to the HAZ1/HDED sub-screen to update the deductible and press enter!
Step 12: Go back to the HAZ1 screen and hit F9.
Step 13: Place HOT in the Man Group field.
Step 14: Place a 2 in the HAZ section to inform the system that you already rolled the dates forward on the HAZ1 screen, so that it does not auto roll the dates.
Step 15: Place a Y in the SEP section to ask the system to send the payment as a separate check.
Step 16: Press Enter!
Step 17: Go to the HAZN screen to submit your HOT note. Make sure to notate the o/n address exactly how it shows in the payee database.
Note Template:
*****HOT HAZARD OVERNIGHT PAYMENT******
Insurance Company Name
Insurance Company Address (Example: 123 State Street)
Insurance Company City, State, and Zip Code
Insurance company’s phone number
Requested through 003
P.SMITH/HIPC
The four different tasks that are used for a disbursement stop and what disbursement stop has to be present to use them.
What is...
SAFPO2: Payoff pending stop is N or P and expiration is greater than 30 days.
SAFPON: Request permission to pay when payoff pending stop is N and the payment is due in 30 days or less.
SAFPOP: Request permission to pay when payoff pending stop is P and the payment is due in 30 days or less.
SAFSTP: A disbursement stop exists on the loan - the policy needs payment.
What is the process for updating a non-escrow flood policy where you receive the info verbally?
What is...
1. Take note of all of the policy info
2. Request the declarations page
3. Submit the SAFVBL task
4. Pend the loan in s/f