JeopardyLabs

RFD

100

My car broke down and was expensive to fix...

what is the RFD?

The client has accumulated obligations that impedes them from making their mortgage payment.

Examples:

• Credit card bills
• Overextension of expenses

200

I am waiting to close my on the property, we should be closing tomorrow morning...

what RFD should be chosen?

Transfer of Ownership

• Sale Pending
• The property has recently sold, and the owner may have been confused about whether he or the new owner was responsible for making the payment.

300

I am waiting for insurance check, my property was effected by the storm..

what is the RFD?

Casualty Loss

• Waiting for insurance claim check.
• Damage or Loss of Property.
• The client has experienced damage or loss to property.
• The delinquency is attributable to the borrower’s property or place of employment being impacted by a natural disaster.
• Used for FNMA (Fannie Mae), FHA, SFO (Serviced for Others) and HFI loan clients who have been impacted by a natural disaster (Clients in a Federal Declared Disaster zone).

400

I recently went through a divorce, she is supposed to make the payment she was granted the property in court...

what is the RFD?

Marital Difficulties

The delinquency is attributable to problems associated with a separation or divorce:

• Divorce
• Dispute over ownership of the property
• Decision not to make payments until the divorce settlement is finalized
• Reduction in the income to repay the mortgage debt, etcetera

500

renters have left the property, and i have yet to find a new renter.. 

what is the rfd?

Unable to Rent Property- The client has been using the property as a rental but has been unable to find a new renter.

Action Codes

100

sbf was accepted 

what is the action code ?

PIP Plan Informal PlanWhen a Repayment Plan or Special Forbearance (SFB) is established via FinPro or BITB.

200

Use when no manual call attempt has been made or outbound attempt is canceled. What action code should we use ?

CNDL Cancel Dial Use when no manual call attempt has been made or outbound attempt is canceled.

Example: Account status does not require an outbound attempt.

300

client called in notified us they filed for bankruptcy, and they decided to make a payment on the account. 

what is the action code?

BKOBankruptcyUpon initial notification when a customer advises they have filed Bankruptcy. Refer to Loans in Active and Discharged Bankruptcy - Servicing.

Important: Initial notification of a bankruptcy filing should override any other action taken on the account

400

potential SII calls in but has not yet been confirmed or acknowledged. 

what action code can be used?

PII -interested Party Inquiry 

When the contact for the loan is an Interested Party and no commitment is taken.

500

Third Party called in and notified us BRRW is deceased, third party provided us bank info to process a payment for a certain amount provided by the third party..

what should we use for action code?

DCSD Deceased-

When speaking with a co-borrower, third party or spouse who informs the bank the customer is deceased, initial notification. Refer to Deceased Customer Notification - Common Intake (Bolt).

Important: Initial notification of a deceased borrower should override any other action taken on the account.

Standard Greeting

100

How far out can the payment amount be for verification? 

Standard Mortgage/Home Equity payment date or last Mortgage/Home Equity payment amount within $110

200

How far out can the payment date be off for verification? 

• The last Mortgage/Home Equity payment date should be within 15 calendar days of the last two months or within 30 calendar days, if longer than two months ago.

300

Brrw refuses for the call to be recorded what should we do? 

1. Transfer the call to a manager.
   
   Important:
   • Transferring the call to a manager discontinues the recording on Neptune Intelligent Computer Engineering (NICE).
   • The manager services the call BAU. Refer to Tracking and Handling Customer Complaints for information on escalation and complaint tracking, if applicable.
   • Document transferred to supervisor when transferring a call to a Team Manager. Do not document the Team Manager's name.
     
     
2. Document the system of record UCRS with the borrower's request.
   
   Note: Refer to Documentation Job Aid for more information regarding account documentation.

400

what is the maximum rings before disconnecting call?

Before disconnecting, allow the phone to ring a maximum of six times.

500

All brrws are deceased on the account and a unauthorized third party calls in to make a payment. 

what disclosure should be provided ?

Provide the Non-Liable Disclosure (Mortgage Credit Assistance Only).

Random

100

what are the 2 different 401k letters?

• Hardship Account Withdrawal - No Notice of Intent (NOI) sent
• Hardship Account Withdrawal NOI - NOI has previously been sent out on the account

200

can we send a 401k letter to a foreclosure account ?

• Do not generate a 401K letter for loans in foreclosure.
• Order reinstatement figures and send to authorized party.
• End of process. Do not proceed to the next step.

300

You received inbound Litigation account .. what should we do ?

Contact the Centralized Escalation Team (CET) queue to verify if the call should be warm transferred over for further litigation servicing or can be handled with normal processes.

400

you receive an outbound/dialer call with a litigation indicator.. what should we do ?

Outbound calls presented through the dialer or manual outbound tool are category 1 litigation accounts and should be serviced BAU.

500

how do we delete a bank account information that is on PTUI?

 Customer Service Inquiry (CSI) can be submitted during interaction.