Overcoming Objections Word Tracks
Client states they are all caught up on the mortgage and are doing fine
“Our coaches have a wide knowledge of programs that may help with back mortgage payments and other financial concerns you may have.”
“I can see that you sound like you’re in a really good place right now, if you like we can schedule an appt a month to six weeks out to see if everything is right on track for you”
“That’s great you’re all caught back up with the payments, our coaches can also go over the current terms of your mortgage and make sure it is affordable in your circumstances in the long run so you can prepare for the future”
“The coaching session is not limited to just talking about the mortgage. The coach can go over any other financial goal or concern that you have as well. This is a great opportunity to make sure things stay on track and you continue to meet your financial goals.”
What is the queue extension for English and Spanish?
English 5046
Spanish 5036
DO NOT transfer to PM Follow up queue as this goes back to Outreach
What is a loan modification?
A loan modification is a permanent restructuring of the mortgage where one or more of the terms of a borrower's loan are changed to provide a more affordable payment. With a loan modification, the lender may agree to do one or more of the following to reduce the monthly payment:
reduce the interest rate
convert from a variable interest rate to a fixed interest rate, or
extend the length of the term of the loan.
Inbound call greeting for Spanish
Gracias por llamar a GreenPath, parte de la Fundación para Preservar su Casa. Mi nombre es ________en una línea grabada. ¿Podría decirme su nombre por favor?
How do you find a profile in HOPENET? Give me 3:
-Client ID Number
-Loan number
-Last name and Zip code of property
Who are you and How did you get my info?
“BoA has sent out a letter to everyone they have referred over to us and you should be receiving that soon if you have not already. You’re welcome to call BoA to verify. We are more than happy to schedule an appointment for you in the meantime.”
<Servicer Name> asked us to reach out to you to offer you housing counseling. They want to see you stay in your home, so they are paying for the cost of this program and requested we reach out to you with this special opportunity.
How are the 3 ways that we get clients information?
Warm transfer from servicer, direct call or inclusion file from servicer
What things are included in the task notes?
Log of encounter- LVM, talked to client and transferred to coach- opt out etc.
“<Insert Client’s name> we offer services in English and Spanish or other languages to all client, as needed. Would you like to proceed in English or a different language?”
How do you log a new event in HOPENET?
Clicking new event button
What is the benefit of forbearance outreach?
“This program is in place to help provide support and resources for homeowners exiting forbearance. Many homeowners who have participated agree that their coach really cared about their specific challenges and shared helpful ways to best manage and expenses. Let’s see if we have an appointment available (Insert next available appointment time). Will this time work for you?”
What are the few things we have to confirm with an existing client?
Confirm that they are the mortgage holder
Confirm full name and one piece of identity if there is an existing account
Set expectations:
Example: Just so you know what to expect from the session the coach will work with you over the phone to create a personalized action plan to help you meet your short and long term financial goals beyond just your mortgage.
What is the phone number for Post Mod clients to call us back on?
877-364-4144
How to ask if they are authorized on the mortgage in Spanish
¿Está usted autorizado a hablar en nombre de la hipoteca?"
What does RPC stand for?
Right Party Contact
I don't have time to talk right now
“Okay, I completely understand you’re busy at the moment. Let’s go ahead and schedule a time for one our housing coaches to call you back. Would Monday at 10am work for you?”
How many times are we expected to reach out to a Post Mod client?
4 Attempts
What is the purpose of our post mod counseling?
The program was designed to help homeowners:
Stay current on their modification and/or help them achieve one
Understand modification terms (when applicable)
Improve their budget, lifestyle and credit score
Seek alternative housing options when necessary
Outreach script in Spanish to start the call.
"Hola, ¿Estoy hablando con <Insert clients first and last name>? Hola <Insert clients name> mi nombre es <Insert your name> estoy llamando en nombre de su administrador hipotecario, <Servicer Name>, en una línea grabada. Trabajo para GreenPath Financial Wellness, que forma parte de la Fundacion para Preservar su casa, y le llamo para informarle sobre el apoyo de asesoramiento financiero gratuito que está disponible para los propietarios de vivienda que están saliendo de su periodo de tolerancia. Usted debió haber recibido una carta de <Servicer Name> y ellos nos han pedido que le extendamos este programa de apoyo sin costo alguno.
"opt out" (be sure to select the reason for opt out), AND "case complete" the profile
I've Already sold the home
“I see the home in question has already been sold, this is still a free service that the mortgage servicer is providing for you and our housing coaches can even help with the purchase for a new home, and go over your rights and responsibilities as a new homeowner”
Give me 3 benefits or stats
72% of borrowers improved their scores
Average score improvement was 25 points
64% improved their monthly budgets
Average budget improvement was $283/mo
Borrowers were 20% more likely to stay current on their mod plans after 12 months
The mortgage company covers the cost of their session
We take a holistic approach and can tailor the session to your specific needs
Individualized action plans, Online tools, Credit report review, educational material
Gain a better understanding of mortgage options
What colors are the post mod flags?
Red, Purple, Green and Orange
Voicemail script in Spanish
Buenos(as) días/tardes <Insert clients name>, mi nombre es <Insert outreach reps name> y estoy llamando de GreenPath Financial Wellness, parte de la Fundación para Preservar su Casa, a petición de su administrador hipotecario, <Insert mortgage servicers name>, para informarle sobre el programa de asesoramiento financiero gratuito que están poniendo a su disposición. Para más información, llámenos al 877-364-4144.
How do you know if an event has saved in HOPENET?
“Success! Event ID: XXXXX saved” will appear at top.
If any errors appear at the top in red writing and you’re not sure what the issue is, be sure email the Housing Department.