Payoffs
If we do not receive a good through date for the Payoff Quote make it good for _____ days
30
T/F
A Docusign Autopay Agreement is not required if the borrower would like to disable autopay.
TRUE
What are two ways that you can start the C&D task?
Click Add Task
Click the C&D Flag
T/F
A borrower is unable to change their payment due date via their dashboard
True.
Name the Flag
What flag would you select if the document you received explained that the property is an environmental risk?
Environmental Law Violation Flag
T/F
Figure will only accept a Payoff Check from an attorney’s office.
TRUE
T/F
Autopay can not be less than the minimum monthly payment.
FALSE
T/F
What should you also complete after you have flagged the account for C&D?
Must file a complaint
T/F
If the borrower is in good standing but has Lender Placed Insurance (LPI) placed on the account, we cannot process a due date change.
True.
Name the Flag
What flag would you select if the document you received stated that the Office of Foreign Assets Control has confirmed our borrower is on their list?
OFAC
Overpayment refunds may take ___ business days to process once the account is paid in full.
15 business days
T/F
An additional signer CAN request this change.
FALSE
A borrower emails us the following:
I no longer wish to communicate with you via email. Please mail my documents directly to -"
What task do you complete?
E-sign Revoke Task
How many times can a borrower change their payment due date during the life of the loan?
3
Name the Flag
What flag would you select if the document you received was from the county, and it confirmed that the property is not up to code and needs repairs.
Code Violation Flag
You receive a Payoff Quote Request and a Borrower Authorization Form. The form is signed but it is not dated. Should you still complete the task and upload the documents?
Yes.
Rename Docs to "Invalid"
Outcome: Payoff Request Denied.
Agents must follow the Invalid or Missing Documents section on the Job Aid.
T/F
A Third Party Authorized person can request to disable autopay.
TRUE
Always review the uploaded TPA form to confirm the privileges.
Please provide an example of the language you are searching for in the email or document to confirm you must flag the account for cease & desist.
Cease communication
Stop emailing me
Forward all communications to -
Can we tell a borrower what their new payment will be before we change the due date?
We are unable to calculate what the new payment amount will be.
Name the Flag
What flag would you select if you received a notice that the property was damaged and an insurance claim was attached?
Property Damaged
When a lender requests that we freeze the line of credit, we must upload the document to CSP. What Document Type do we upload as?
A) Borrower Authorization
B) Payoff Request
C) Fraud Review Support
T/F
When reviewing the completed Autopay Docusign Agreement it is okay to proceed if the Docusign was signed by the Additional Signer.
The Additional Signer can not sign the autopay agreement. The Additional Signer can be listed as a BANK ACCOUNT HOLDER NAME but can not be the signer of the Docusign itself.
If you find that the document includes a fraud claim, debt dispute or a credit dispute, what Slack channel do you escalate for review?
Escalate to the serv-account-admin-escalations Slack channel
Name 2 constraints that a borrower has to agree to in order for us to change their due date.
You must enter an Audit Message and leave a Comment within the task. What should you include in these boxes?
You can have the same information in both of the boxes.