Data sheets
The account number for Standard Mortgage?
What is 6815/6816?
The opl to find the reinstatements
What is Mortgage Processing Guide?
The two items you need to put someone on hold
What is asking them to hold and giving them a timeframe to hold?
If I come in IVR verified, what should I use to find the account?
UID
The dept to call to verify ATP
Client Services Escrow Helpline
The account number for Selene Finance?
What is 3260/4120/4122/4124?
The phone number for the carrier can be found here.
What is the Carrier Contact directory?
The amount of time you have to greet your caller
7 seconds
The questions to ask to fully verify a caller
Full name
Full property address
Name 3 acceptable web verification sites we have access to..
See Acceptable Web verifications
This must be included in the mortgagee clause for First Bank Mortgage?
First Bank dba First Bank Mortgage ISAOA
Instructions on how to explain the refund process can be found here
What is Midterm - Borrower calls regarding a refund check received - Customer Service Guide?
The phone icon on history screen indicates what has taken place?
Call was tagged
This needs to be branded before the end of the call
What is The FI name?
The dept that can process an ACH payment
also, who can be on the line during that transaction
Client Services Escrow Sup / Only the agent
The customer service number we should give to the borrowers for Carrington Mortgage?
What is (800) 561-4567
Is it possible to notate the loan to stop the payment to the insurance because bwr is switching ins carriers? Why and what opl did you find your answer?
We cannot notate that. Borrower requests not to pay Insurance / changing Insurance Carriers (Midterm)
The temperature of a call when transferring
Warm
What must be provided to the borrower in your call about yourself
Name and Agent ID
Tagging a call can be done during...
An active call; Cannot be done after the call or when a call is on hold
You can find me in the data sheets per FI, and the contact/agent screen and I am different each time depending on the borrowers dwelling coverage insurance. Example: LKH
Which is the required coverage calculations?
The department responsible for updating insurance line
Inbound Lender Place
We ask for the contact number when we tag the call because we will call a borrower back if the line drops. True/False
False
The options we have to obtain insurance
Web verification
Call out to agent
Follow up form