How To
How to open a rush ticket?
1. Compose email with the following subject line: File # - Status - Reviewer - Client - RUSH
2. Delete body of email
3. Send email
4. Turn on Green flag
What 3 main things have to be done when working/Assigning a PennyMac order?
1. Make sure fee is checked
2. Make sure no emails in the notify other users tab
3. Notify client when assigning
What clients do we have standardized subject lines for?
Caliber & loanDepot
How quickly should you respond to client messages?
Within 30 minutes
When should a coordinator turn on the "HOT" flag?
Never, only managers can turn on the HOT flag.
What are the steps to obtaining the Flagstar passcode?
1. Go to Flagstar website
2. Login
3. Send text for verification code
What is the blanket fee approval for PennyMac fee increases on 6 series for Refinances?
$500 on top of client TRID fee
What is the "Thank you" Subject line used for loanDepot?
Message
When are you approved to delete a message from the messages tab?
When the message is completed and no action is needed on your end.
What is the difference between the Caliber signature and the loanDepot signature on the THANK YOU note?
Caliber: Coordinator Name, Coordinator Email, Coordination Team, ACT Appraisal
loanDepot: Coordinator name, Coordinator Email, 888-377-8901 x. ____
How to open an ESCALATION ticket?
Open standard ticket
In body of email put as much detail as possible concerning the reason you are opening the escalation ticket in the first place.
What is the blanket fee approval for PennyMac fee increases on 6 series for Purchases?
$2000 TOTAL
What is the Caliber "Thank you" note subject line?
Appraisal Assignment Received by AMC
When a client sends a message asking for an update on an order, what do you do?
Provide the client an update. If you do not have a current update, you call the appraiser for an update.
Who checks the PennyMac fees?
Heather
What are the steps for an Appeal (ROV)?
1. Make sure the client has submitted the appeal on the correct form
2. Open a ticket with the following subject line: File # - Appeal - Escalation. Delete body of email
3. Make sure Ian Fino is cc'ed in the email
4. Respond to client letting them know the Reconsideration of Value has been received and is in process.
What status does a canceled order WITH a trip fee go into?
Completed
What subject line do you use when requesting a fee increase for loanDepot?
On Hold Request from Service Provider
When emailing the client about an order, what should your subject line be?
Loan Number / Borrower Name
How do you know what due date to tell the client when you BLIND ASSIGN an order?
You do not. You wait until the appraiser accepts to update the client with the due date.
How to find the client fee schedule?
1. Go to client profile
2. Click on "Fee Settings"
3. Read what is under "Select Job List"
4. Go to Coordinators folder > 2015 TRID Fees (approved)
5. Open the fee schedule that matches the client profile.
What is the protocol for canceling a PennyMac order without a trip fee?
1. Let the appraiser know the order has been canceled, please do not proceed.
2. Refund the fee (if CC payment) - generate invoice for client
3. log in to WestVM and "decline the order". Give reason in box.
4. Place the order in canceled status in AScope
What subject line do you use for loanDepot once they approve a fee increase but have NOT made the additional payment or updated AP with new fee?
Resend Payment Link
You receive the following message from the ACT reviewer on a loanDepot order, what do you do? (HINT - you must know the correct subject line to use as well):
Per reviewer: This is in the system as a 1004 but appraiser completed on a 1073. Please notify the client and update accordingly.
Subject Line: Action - Service Type
Message: Please be advised this order was placed as a 1004 but per the appraiser this is a 1073. Please update the order accordingly so that the report can be delivered through the portal. Thank you, Coordinator Name, Coordinator email, Coordination Team, ACT Appraisal.
What is the ACT Appraisal username for WestVM?
actapi