Loan Rangers
What document displays the legal description of the property?
Mortgage/ Deed of Trust
What screen is used to provide the customer the total amount due on a loan that is NOT in foreclosure? (Sagent)
CUST TOTAL
Where in Salesforce do I perform my "best practices" such as determining if loan is FDCPA, Paperless, etc..?
Bonus: Which state should not be worked by Moder?
Loan Summary (control F)
Bonus: New Hampshire
True/False: I can change the property address when the customer requests I do so?
Bonus: Is there any documents required when changing the customers property address upon request?
False - I must have one of the following documents in order to change the property address:
1. Tax Bill from County that indicates a new assessement / tax appraisal has recently been performed
2. Tax letter (on letterhead) indicating a change in the property address
3. Emergency 911 letter outlining the change of the property address
Missing / Research Payment CIT?
Payment Refund CIT?
Payment Reversal CIT?
Must be able to name all three correctly to early all points.
Missing / Research Payment CIT= 628
Payment Refund CIT= 571
Payment Reversal CIT= 585
What screen is used to identify the taxes being paid out of escrow for the customer?
Where in this screen do I locate the upcoming tax disbursements due on behalf of the customer?
TAX ITEM
Bonus: Installments
I must download and rely on these 2 documents daily to do my work with accuracy?
C&R Template Guide
C&R Matrix
False, all loss mitigation related inquiries must be sent over to loss mitigation through Salesforce
What screen is used to request another billing statement?
Bonus:
True/ False: No research is needed, I simply just request a new bill
CUST PMT MEDIA
Bonus: False
How do I handle incoming tax bill that is current?
Review the information to ensure there is no changes to the tax line on file and then respond using the "current tax bill" template. Close out Salesforce
Customer wants to know what the benefits are to paying a lump sum to his account, what document is provided for these types of inquiries?
Amortization
Bankruptcy Loans: What is the 1st thing I must confirm before proceeding with my research?
If authorization to speak to customer from BK attorney is on file. (Alerts)
Name 5 of the complaint trigger language you must look out for (you must name all 5 to earn the point)?
seek legal counsel (getting an attorney), filing a lawsuit, media, news, social outlets to expose, dissatisfaction of the servicing, discriminating, request to speak to Executive/CEO, CFPB or BBB
Should the Salesforce categories be closed at the begging of your research or at the end of your concluded research?
At the end, you will have a more educated understanding of the true root case of the loan
Customer Call back requests- what CIT should be opened for a call back if the customer has a SPOC assigned?
Bonus: What CIT should be opened if customer does not have a SPOC assigned?
CIT 649
Bonus: CIT 149
What are the 3 types of ACH programs offered by Freedom
Monthly, Semi-monthly and bi weekly
When a customer changes insurance coverage in the middle of the existing term, what is that called?
Bonus Question: Customers loan is analyzed immediately after paying out a mid term policy (True/False)?
Mid Term Change
Bonus: True
What screen in Sagent is used to determine the true delinquency of a customer (researching the payment)?
Bonus: What screen can you use in Sagent that tells you the origination details and service transfer date of a loan?
DIS SUM/ DIS HIS/ Transaction History Salesforce
Bonus: CUST ORIG
True/ False If customer is requesting information regarding assumption process, I must provide the steps to the customer in writing?
Bonus: How ?
False: I must reroute this to the assumption department.
Bonus: Category Update: Assumption Request/ New Assumption Request form
INS HAZ
If I want to review all the prior open and closed cases, where in Salesforce do I need to look?
Bonus: If multiple cases are opened, which one should remain open while all others are closed out?
Bonus: the very first (oldest) case
Flood insurance coverage is optional (True/False)
False: It is mandated by FEMA
When a customer files a claim for damages with the homeowners insurance, this is called what?
Loss Draft
When researching delinquent customer payments, what screen in Sagent can be used that is most helpful?
Bonus: How is this helpful?
DIS SUM
I can locate the time when the loan was current and when it became current.
Customer duplicates a mortgage payment online in error, how long must it be before the customer is eligible for a refund?
10 calendar days