Verification 101
How many pieces of verification must we verify on each call?
What is three.
TRUE/FALSE
We must ALWAYS provide the client with a disclosure before adding an OTSW?
What is True.
What is the 3W Method?
What is Who, Why and What.
What can we type in our chrome browser to access the Luna website?
What is LUNA/
Can an Okay to Receive info make updates and change contact info on a loan?
What is No.
We can only provide account specific info to an okay to receive. They are not allowed to make any changes or updates to a loan.
What two pieces of verification must we ALWAYS verify when speaking to the client, OTSW or OK2A?
What is the phone number and email address.
TRUE/FALSE
We can provide online assistance for an OTSW, OK2A or receive info?
What is False.
TRUE/FALSE
When notating the client's name, we only need to notate their first name.
What is False.
We must always notate the first and last name of the client.
TRUE/FALSE
We CAN'T access Luna directly from Customer Service.
What is False.
Luna can be accessed within Customer Service near the Dolphin drop down.
Can we assist a POA with online navigation?
What is Yes.
Due to them having court/legal documentation to manage the clients finances, we would treat the POA as a client. So yes, we can assist them with online navigation.
When speaking to and verifying a 3rd party, which option must we choose in the verification screen?
What is Other/3P.
What makes someone an Okay to Receive info?
What is their name being on the WILL or DEED OF TRUST when client is deceased.
If all clients are deceased and the third-party provides a Will showing they will take ownership of the property, or if their name is on the Deed, that person will be "Ok to Receive Information" until the successor in interest process has been completed or the Will has gone through probate court and a successor/executor has been established.
Yes or No.
Can we use abbreviations when notating?
What is Yes.
Please refer to the "Common Mortgage Servicing Abbreviations" PF page to confirm which abbreviations you are allowed to use.
What work item do we set in Luna whenever we have to follow up with the client?
What is Client Relations: Starting Line - Client Follow Up.
Can the OTSW make changes to the loan such as update phone number, email and property address?
What is Yes.
What is the Borrower's Authorization Form/Agreement.
What makes someone a POA?
What is court/legal documentation appointing the 3rd party as POA (Power of Attorney). This allows them to act on behalf of the client and manage the clients finances.
If a client calls in to make a monthly payment, set up monthly autopay and discuss a rejected payment on their loan, what tags would you use for this?
What is Monthly Payment, Set Up Monthly Autopay and Rejected Payment.
What work item in Lune do we set whenever we have to go back into the client's loan to make an update to their payment?
What is Client Relations: Starting Line - Payment Update.
What happens if a team member fails to complete a work item on time and follow up with the client, and then the client calls to file a complaint?
What is a NRCC (No Return Communication Complaint).
What is the process we complete whenever someone is unable to verify the account and we suspect that someone is pretending to be the client?
What is submit a DTRT and advise that the account is now locked and our security team will be reaching out within 24-48 business hours.
If a 3rd party calls in and states that they're the POA for a client but we don't have any proof on file or documents in DV that confirm this, can we assist them?
What is No.
Advise the 3rd party that we don't have this proof on file and they need to send us the POA documents so we can add them to the loan. These documents can be sent via email, fax, or mail to us.
If a client calls in to edit their Bi-weekly autopay, discuss a NSF fee and provide feedback on an IVR issue they had, what tags would we use for this?
Also, this client has a CBI on their loan that you didn't pitch.
What is Edit Bi-weekly autopay, NSF fee, IVR issue and CBI-Didn't attempt transfer.
TRUE/FALSE.
Work items NEED to be completed on time when due?
We MUST always leave notes in Dolphin when completing a work item, and try to close out the work item in Dolphin before attempting to close it out in Luna?
What is True for all three questions.
If an Insurance Agent calls in and they're able to fully verify the loan, but we don't have authorization on file to speak to them, can we still assist the agent and give Insurance specific details?
What is Yes.
As long as the agent can fully verify the loan, we are allowed to give them Insurance specific info. Please refer to the "Discussing Insurance with Homeowners Insurance Agents" PF page.