Escrow
When communicating and confirming if the client is eligible to remove their escrow
Escrow waiver eligibility
When a client makes a payment into their escrow account
Escrow payment
Client calls stating they didn't receive their 1098.
Did not receive 1098
When a client expresses that they have trouble with our marketing, communication or platforms due them not being ADA accessible
Accessibility options
When a client has questions, comments, or concerns regarding a CEMA loan
CEMA
Client calling to see what exactly is included in escrow.
Escrow General Question
Client calls to ask what their interest rate is.
Interest rate
Client asks how much interest they paid in 2022.
1098 question on interest paid
Client claims we are discriminating against them.
Discrimination
Client calls because the county still hasn't recorded the loan as PIF and needs documentation showing the lien is released.
Discharge of mortgage
Client calls to ask if they can add insurance and taxes to escrow.
Add escrow
When a client makes their monthly payment
Monthly payment
Client calls to find out how much mortgage insurance they paid in 2022.
1098 Mortgage Insurance Question
'Client' calls to obtain basic loan information, and team member submits a DTRT due to red flags during verification.
DTRT submitted
When communicating with a client about a escrow refund post payoff funds being sent
Payoff escrow refund
Client calls to discuss the shortage in their escrow.
Escrow shortage calculations
Client asks to set up bi weekly autopay.
set up bi weekly autopay
When communicating regarding a co-borrower not shown on 1098
Co borrower not shown on 1098
Team Member has a great conversation with a client and decides to send out an operation heart card for their upcoming birthday.
Operation heart
When communicating with a client regarding escrow which was netted during their Rocket Mortgage to Rocket Mortgage refinance
Payoff netted escrow
Client reaches out to discuss why they received an overage check.
Escrow overage calculations
When a payment is applied incorrectly to principal or escrow
Payment not applied as intended
Client received a B notice and wants to know what this is about.
B notice
When a client is transferred to Rocket Homes or discuss Rocket Homes with a client
Rocket homes
When a client is requesting a payoff statement or has a question about their payoff
Payoff Statement/Question