Process's
What is BAC Customer Service/Hours of Operation and the number to Provide to customers?
Hours: Mon-Fri
8am to 9pm EST
Number: 800-669-6607
What screen can we find general customer information?
SER1: General Customer Info:
Borrower advises of a delinquent tax bill on a missing parcel, what task would we open, and its SLA date?
Missing/Incorrect parcel task: TAXCSR
SLA: 5 days
This exemption is for homeowners who use their property as a permanent residence, to help reduces taxes.
Homestead Exemption
What information is needed for verification of Borrowers?
Name (First and Last), Full property address, including city, state and zip code
What number will be provided to borrowers if they need to call back CoreLogic Tax Dept directly?
CoreLogic Tax Department: 833-631-1766
What screen displays disbursement stops?
SAF1-View Stop Codes
This screen will show the stop codes for disbursements and escrow analysis.
Borrower advises of a duplicate payment, what task will we open, and its SLA date?
Refund Request Task: TAXIRP
SLA:5 days
A borrower is calling to check status of his tax exemption. We would direct them to whom the exemption.
Taxing Authority
When a call is transferred to us from an internal partner, this should always be disclosed to the caller?
“ Please note that this call will be monitored and/or recorded.”
In the event, the borrower requests a supervisor, whom will you contact first? If the person is not available whom will you email?
CESG:
Hours of Operation are 8:00 AM to 5:00 PM CST
Dial 1232120008 in Cisco
E-mail address-tsxescalation.reis@corelogic.com
What screen is used to view all notes on an account?
NOTES-All notes on account from all departments
The borrower wants to know if taxes have been paid. What action is needed?
Review disbursement screen to verify if taxes are paid. Let borrower know if payment disbursed or not.
When a caller identifies themselves as a Veteran, we will always provide this statement?
"Thank them for their service!"
When borrowers ask that the call is not recorded. what steps are taken?
Advise the caller: “I am sorry, but I am not able to stop the recording. You have two options:
1. I can transfer you to another representative who can take your name and number and have your call returned within one business day on an unrecorded line.
2. You can mail or fax your request to:
Bank of America
Attn: Correspondence Unit
FL-1-908-01-49
P.O. Box 31785
Tampa, FL 33631-3785
Fax: 1.800.520.5019
If you do not wish to continue or be transferred, I will have to disconnect the call.”
If requested, warm transfer the call back to Bank of America.
When you identify that the caller does not speak English/Spanish, what steps are taken, in detail?
Identify the customer’s preferred language.
• Inform the customer you need to obtain an interpreter and ask permission to place them on hold.
• Call 1.855.550.4150 and press option 2 for all other languages.
• If the preferred language is known, provide the name of the language when prompted. If it is not known, conference the customer into the call at this point.
• Enter your BAC person number and press the # button.
• Provide the six-digit code 797304 when prompted.
• Provide the details of the call once connected with an interpreter and conference in the customer if not already done.
• The interpreter will communicate with the customer and provide the gist of their comments. They will not translate word for word.
• Obtain the Interpreter Identification Number which the interpreter will provide and document this in notes for the call.
What screen is utilized to "add a task"?
TSK1-Add a Task
The borrower advises tax amount has changed, what task will we open, and its SLA date?
Adjust Tax Line: TAXCSU
SLA: 5 Days
Exact amounts are required
Who are the two Call Center Senior Leaders?
Tanya Wilson & Casey Beeley
If you're unsure of what steps to follow in your call-flow, this program will guide you?
Zeus Tool
In detail, what options does a borrower have to send in documentation?
Mail: Bank of America
Attn: Tax Department
P.O. Box 9219
Coppell, TX 75019-9278
Include loan number in the documentation
Fax: 817-826-0847- Attn: Tax Department-Include loan number in the documentation
Upload my tax doc procedure:Include the loan number and client name on all supporting documents. Attention: Tax Department If the borrower chooses to upload documentation,
This screen is to be accessed when the caller doesn't have the loan number.
LSCH-
Search feature when customer does not have the loan number
The borrower wants taxes paid early due to closing or refinancing or stop payment placed on the account. What task will we open, and its SLA date?
Stop payment or Early Disbursement Task: TAXCSR
SLA: 5 Days
When applying for a new exemption, we (CL) need the following four important pieces of information if applicable.
Year(s) of Exemption
• Date of Approvel Letter and Effective Date
• Amount of Tax Exemption ($0.00 for Full Exemption)
• Have the borrower send in the letter if not already on file
What is the proper "call closing" that should be said verbatim?
Thank you for calling the Tax Department, if you need to call back for any reason, please use your loan/account number, which I show as ____________, as your reference number. We appreciate your business. Yes, should be said verbatim.