Glossary
Obligor
What is a person who is listed on the deed but did not sign the mortgage note?
Length of time to wait on the assist line before entering a task for a supervisor callback?
What is 5 minutes?
Where you can set up recurring payments for the customer.
What is Director Scripting - ACH Process?
OR
What is MAS1/DFT1?
Comment Code used when a customer needs to be transferred to loss mitigation.
What is CSLCRY?
The Recast fee amount.
What is $300?
RESPA
This comment code, used when there is an executive complaint for a threat of legal action, will require you to open a supervisor callback task.
What is CSTCOM?
Where to update paperless billing in MSP.
What is MAS1/ECON?
The comment code to be used when the customer advises they have been impacted by a FEMA disaster.
What is CSDISN?
Mortgagor
What is the person that is responsible for the loan?
3 phrases a customer may use that will result in a call escalation.
BBB/CFPB
Going to the media
CEO/COO/CFO
Lawyer/Legal Action
Accusing of discrimination
Accusing of violating a regulation
threatening to harm themselves or someone else
The password requirements for the servicing digital websites.
Minimum of 8 Characters in Length
At Least One Uppercase Letter
At Least One Lowercase Letter
At Least One Number
At Least One of the Special Characters Shown Below
)!#$%(*@^|
Comment code used when we are logging a general call from a customer.
What is CSSINQ?
Requirements to set up biweekly drafting plan.
What is being paid 1 month ahead and selecting a start date between the 1-15?
Required Minimum Balance.
The criteria needed for a customer to register their account online.
What is their name, loan number, SSN, and DOB?
Comment Code used when setting up a customer with ACH drafting over the phone.
What is CSSACH?
Where to check the effective date of a financial transaction.
What is P309/S3?
Mortgagee
What is the provider of the mortgage?
What a Citadel customer that is a foreign national needs to register an account online.
What is a unique identifier number?
Comment code used when the customer has escalated and the call results in a verbal complaint.
What is CSSPRB?