Commercial Loans
How should you contact Boarding if you believe there is an error with a boarded Commercial loan?
Submit a Case Ticket
What comes first, the credit or the debit?
Credit
How can you tell if your loan packet has made it to boarding?
First, check OnBase. Search the loan number and if you see documents listed, the boarding team should proceed with boarding within the next day or two. If you do not see your documents in OnBase it could also be due to either the courier schedule, weekend, or holidays.
If I don’t have anything to send in the red bag, do I still need to send an empty bag?
No, if you have nothing that needs to be sent in the red bag, you don’t need to send an empty bag. You can hang on to your red bags until you need to send something.
If the customer participates in a scam, is it considered fraud?
No, if the customer participates, then it is not considered fraud.
What is the difference between submitting a MyOps case ticket to Loan Operations and submitting a loan maintenance form?
MyOps case is used to submit general questions. A loan maintenance form should be submitted when you know maintenance needs completed on a loan. If a question is submitted through loan maintenance that submission will be rejected.
What transactions are not stopped/prevented by closing an account?
Remote Deposits and Bill payments
Is removing a hold from a DDA or savings account for a customer considered an urgent request?
Yes
Do you contact Items Processing when you are locked out of your Branch Capture PC?
No, you contact the Help Desk. IP/BC can unlock or reset Branch Capture passwords, not the PC itself.
What do I do if I have questions about a loan exception?
The first step is to work with your direct manager and/or your Lending Leader. After that, if you are still at a loss then proceed to submit a MyOps case ticket.
Should loans submitted via the Red Loan Bag have a routing sheet?
Yes, all loans sent to us should have a routing sheet. This ensures loans get to the correct place – imaged and boarded, collateral, or exceptions.
Can a customer still file a dispute for a transaction/charge that was processed on their account a year ago?
Yes, there is not a time limit for disputing a charge/transaction.
What loan maintenance request type do you have to submit a fee waiver request under?
Fees!
In order to have a fee waived it has to be submitted under this request type because the request then flows through an approval queue before going to the Loan Operations teams to be actioned. You can accomplish more then one ask with the single submission such as waiving a late fee on a line of credit and asking for the line of credit to be closed. No need for two separate forms but the request would need submitted under “fees”.
What form can be used to correct an item that posted to the wrong account, encoded incorrectly, or paid twice?
Deposit Adjustment Form
What is the email address for the Commercial Transaction & Maintenance team?
commercialsupport@firstmerchants.com
How can you process a check with folded, ripped, or poorly printed MICR lines ?
Check can be placed in a sleeve, and MICR line be written at the bottom of the sleeve.
You have a customer that has several questions about combining parcels or splitting up a parcel but they have a lien against it. What should you do?
Submit a MyOps ticket with the customer’s information, questions, and any other pertinent information.
If I have a question about a research request, who should I reach out to?
Melissa A. Clark (Lead) or Ashley Ewing (Research Specialist II)
Are we able to accept a Last Will and Testament for any required legal documents for Deceased processing?
No, we are not able to accept a Last Will and Testament document in lieu of the required documents
If a client would like their escrow removed from their loan or they are requesting a reanalysis where would both of these requests be submitted
Loan Escrow Maintenance Workflow Form is needed for these types of requests to be completed.
What voided items should be sent to Cash Vault?
Only official checks and money orders
Quality Review issues _____ ? (Hold, Exceptions, Notes, or Citations)
Exceptions
When do you send a Canadian Check to Items Processing, and what is the process?
A: When a check is $25,000 or higher.
-->Place a Branch Capture Case Ticket for a Foreign Item and interoffice check to Items Processing.
What do you do if your customer’s loan closing disbursement still has not arrived to pay off a creditor?
Reach out to Doc Prep to verify that the check as in fact been mailed to the creditor.
If I see an item indexed incorrectly or if I need a document deleted, who do I reach out to?
Email onbasesupport@firstmerchants.com to get documents in OnBase corrected or deleted.
Where do you find a Critical Deposit Extension Request Form?
Launchpad > Forms Library-Index of Forms>Account Maintenance> Maintenance > Critical Deposit Exception Extension Request Form
When submitting a MyOps DMI Inquiry ticket for a payment issue, what information should the submitter include in the ticket?
E. All of the above
In order for the Loan Operations team to assist in reviewing DMI payments it is important for this information to be provided so we can review timely. Also, if your 102010 is off it’s helpful if you provide your branch number in the ticket as well.
How would you reach out with a question for anything in Deposit Transactions?
Submit a MyOps case ticket
Partner Services services participations and _________.
Syndications
Name two examples of a credit, and two examples of a debit.
Credit:
GL Credit
Deposit Ticket
Loan Payment
Official Check
Cash Out Vault
Cash Out Transaction
Debit:
Withdrawal ticket
GL Debit
Loans in Process
Checks
Cash in vault,
Cash in ticket
Your customer still has not received their HELOC checks/debit card. How can you assist the customer?
Locate the HELOC order form in OnBase and see if there is an electronic note on the document. If there is, then the order has been sent and if there is not, then order has not been sent. If the order has not been sent, please submit a MyOps ticket asking the status of the order.
Do all legal documents (subpoenas, garnishments, and levies) go to Research?
No. Research completes subpoenas only. Garnishments and Levies are processed by the Deposit Maintenance team.
Why was my Deceased Workflow form rejected?
(List three reasons it could be rejected for)
When submitting a MyOps Case ticket for an insurance claim what documents are needed for Loan Operations to begin their review?
D. Both a and c – copy of the claim check and the insurance claim documents.
These items can then be submitted to Loan Operations through Case Manager > MyOps Request.
Category = Loan Operations Consumer (even if the loan is Commercial)
Subcategory = Taxes/Insurance.
What does each ACH transaction have before it comes into or leaves the bank that can be used to research?
15-digit trace number