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CSP Screens

100

Stops & Flags are found

Loan overview 

200

Details on escrow analysis

Loan overview

Escrow 

300

Details on Scheduled/Pending payments 

Payment  

Payment options

Scheduled/Pending Payments

400

Details on task status 

Work tracking

500

How do you close/exit CSP?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-system-access.html

*When closing/exiting Customer Service Portal, you must first select sign out within the Black Knight platform. 

• Closing the tab or selecting the X in the top right of the browser window is not sufficient in clearing out the system cache.
• Incorrect sign out will cause access errors when attempting to login to your next session 
• First select the drop down to the right of your name in the top right corner, then select sign out.
• After singing out, then you may close the browser window.

Insurance

100

Mbr is changing insurance but does not have the policy number. What are we doing for the mbr?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-escrow/insurance-requirements-and-change.html

* Do NOT submit a task

*Fill out mortgage note generator with the details the mbr can provide and notate account only

* provide mbr Correct Mortgagee clause and how to send new info to NFCU

*discuss premium payments with mbr 

• If Navy Federal has not paid the premium within this cycle, then the new premium will be paid from escrow. 
• If Navy Federal has already paid the premium within this cycle, then advise the member of the following:
  • Pay the new premium.
  • Negotiate a prorated refund from the previous insurance company.
  • Note: Sometimes the previous insurance company will automatically send the refund to Navy Federal. In this case, the escrow balance will be corrected with the next analysis.
  • However: If Navy Federal has already paid the premium this cycle and the member insists that Navy Federal pay the new premium from escrow, have the member submit the bill to Navy Federal.
    • Add comments to the Interaction Pane detailing the interaction.
    • Advise the member that paying this extra bill will likely cause a shortage on the next analysis.

*Advise the member of the following: 

• If a task was submitted, the Change Insurance Company Task has a 5 business day processing time. 
• The escrow payment will be adjusted on the next annual analysis or a new analysis can be requested by following the Request Analysis process once the documentation has been received and the insurance lines have been updated.

200

What mortgagee clause do we provide mbr for changing insurance?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-escrow/insurance-requirements-and-change.html

*Loan closed on or before 15 September 2024

There are different types of mortgagee clauses for VA, FHA and Conventional
loans. 

• Provide the correct Mortgagee Clause based on the Loan Type.
• Insurance companies may abbreviate "its Successors and/or Assigns" as ISAOA.
• Mortgagee Clause ECG: Can be used as is for these loans. 

*Loan closed on or after 16 September 2024

There is one standardized mortgagee clause for all loans, regardless of loan product type:

Navy Federal Credit Union

ISAOA, ATIMA

PO Box 100598 

Florence, SC 29502 -0598

Mortgagee Clause ECG: 

• Has not been updated for these loans. 
• To send a Mortgagee Clause emessage to the member, refer to the workaround below:
  • Use the email and comments generator to create the communication template.
  • Remove the Mortgagee clause generated, then copy the unified clause above and paste in to the communication draft.

 

300

What properties require flood insurance and who determines if it is needed?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-escrow/insurance-requirements-and-change.html

*Properties in A or V flood zones as determined by FEMA that are securing a lien must maintain sufficient flood coverage at all times.

400

______ is the best way to expedite proof of coverage documents and photos from a member or agent?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-escrow/insurance-requirements-and-change.html

*MyCoverageInfo allows member and agents to upload proof-of-coverage documents and photos via desktop or mobile device. 

• This process has eliminated manual processes and expedites updates.
• Documents can also be sent to [e-mail].
  • Note: This email is only for submitting documents and is not monitored. Members can access their site by entering https://www.mycoverageinfo.com/navyfederal. 

500

How do we know if RCC has been received?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-escrow/insurance-requirements-and-change.html

* CSP>Documents>Letters 

* Letter history for appropriate Letter Code

* Open D7>haz1/FLAG

* Locate RCC field: 

Y = Inform the member replacement coverage has been verified.

• No further action needed; Do not proceed

Blank = Replacement coverage has not been verified.

• Continue to Step 7

Auto Drafting

100

Funds must be in the account by ____ to draft?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-payments/mortgage-drafting-in-csp.html#DropFlex

* NO LATER THAN the close of business on the business day PRIOR to the drafting date

200

when is drafting set up a task versus script?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-payments/mortgage-drafting-in-csp.html#DropFlex

* Script - NFCU easy pay

* Task - NFCU BEP

* Task - NFCU Flexpay

300

Always confirm ____ prior to any drafting changes

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-payments/mortgage-drafting-in-csp.html

* mailing address in both USD and D7 (CSP)

400

mbr req on 10/11 to start bep on 10/25. What steps must take place?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-payments/mortgage-drafting-in-csp.html

* mbr must have pymt current.

*we can take the first half pymt

*External Acct: walk mbr through online setup, send form to mbr or walk them through sending request via message (include: BEP, amt drafting, date, bank name, rtn and acct number).

*ONLY for NFCU acct: open task for bep to be setup for 2nd half pymt on 10/25.

500

The pymt is current. Mbr calls in on the 15th to start Flex pay. Are we able to set up for mbr? How do we proceed?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-payments/mortgage-drafting-in-csp.html

No! Flex pay must draft the half pymt on the 15th. We can not take the first half pymt and setup for mbr. Advise mbr to make the Next full mo pymt and then req to setup Flex pay within enough days to draft on the 15th.

Taxes

100

What tax bills will NFCU pay from escrow?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-escrow/tax-inquiries.html

* Standard annual bills are reported to Navy Federal 

However: Supplemental bills can either be paid by the member directly or they can send the bill to Navy Federal and we will pay the bill.

200

What is the preferred method of obtaining 1098?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-documents/mortgage-tax-statements.html

• The preferred method for accessing 1098 statements is via Online Banking.

300

What do we tell a member about tax payments made /disbursements?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-escrow/tax-inquiries.html

• Navy Federal will ensure taxes are disbursed in time to be paid by the due date. 
  • Do not advise members that their tax bill was paid on the date the funds were disbursed from their escrow account. 
  • Do advise the member that funds have been disbursed and their tax bill will be paid by the due date.
  • Exception: You may advise a member that their taxes were paid only if a note was placed by an Escrow Disbursement specialist stating the tax bill was paid manually & sent to the appropriate tax office.

400

what happens if NFCU receives a delinquent tax bill on a non escrowed loan?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-escrow/tax-inquiries.html

*If Navy Federal is notified of a delinquent tax bill, the escrow administration section will send the member a letter advising the following: 

• The real estate taxes are delinquent
• The taxes must be paid within 10 calendar days of receipt of the letter
• A copy of the receipt showing the taxes paid must be forwarded to Navy Federal           

First Mortgages and FELs

If the member fails to pay the bill, Navy Federal may decide to pay the bill on the member's behalf. 

If this occurs:

• An escrow account will be immediately established
• The member will be required to maintain an escrow account to manage the tax bill
• The funds to pay the bill will be debited from the new escrow account and cause a shortage for the loan
• The required monthly payment will be adjusted

500

What is required to prove tax exemption?

https://myenet.nfcu.net/content/eNet/en/home/MCM/mortgages/customer-service-portal/csp-escrow/tax-inquiries.html

*Most lenders will not update the member's tax escrow amount until taxes are reported for the installment due. Navy Federal will update the member's tax escrow earlier only if the member submits current documentation showing both exemption status and new tax bill dollar amount.

Depending on the member's situation, this can be:

• New tax bill
• Exemption letter 
• Combination of both