General
The verbiage you should use when you wish to place a caller on hold.
The length the hold should be for
"May I place you on hold?"
What is 2:30?
Provide this statement prior to researching and providing information to the caller about their issue.
What is the acknowledgment statement?
This is the most basic risk most hazard policies provide coverage for, although they typically provide for coverage against other risks as well.
What is a fire policy?
This shows what the field data was & what it was changed to in the audit tab
What is the old & new value?
This is documented in place of a customer care representative's name when a call is being transferred.
What is a teller ID?
Advise this process to the homeowner if they speak of or has already bound a new policy in the mist of their current one
What is the Midterm process
This can be provided either before or after the offer for further assistance.
What is recap?
A property that was foreclosed upon or deeded to the lender in lieu of foreclosure (meaning the owner was unable to pay back the loan and forfeited the property willingly.)
What is a REO property?
You would look here to confirm the acceptable name & address discrepancies for a bank
What is the Reference guide
These should not be documented on the loan
What are internal employee names? What are opinion based or personal based? What are emotions or attitude of the caller? What are unapproved abbreviations? What is not documenting what was recorded?
The scripting for callbacks when the caller answers.
Hello, my name is ____________ I am calling from the insurance department for Freedom Mortgage. I do have to advise that all of our calls are recorded for training and development purposes. I am returning a request for a call back. Were you still in need of assistance?
You will not get points taken for recap if this happens.
What if the caller interrupts and declines to hear a complete recap?
This was created under the Dodd-Frank Act, it's an agency of the United States government responsible for consumer protection in the financial sector and protects consumers from unfair, deceptive, and abusive business practices.
Who is the CFPB?
This provides numerous helpful job aids
What is Sharepoint?
You should create a separate comment in IIM when giving out this email
2. This is what the comments should intel
What is CCDOCS?
What are actions the processing team should take once document is received?
You must master this to provide a great customer experience by maintaining a respectable, intelligent demeanor, while taking opportunities to personalize the call
What is professionalism & empathy?
The 2 main takeaways a recap must always include
What Describes the work that was done on the call and reiterate any vital explanations, in clear and concise language & provide clear expectations to the caller as well as any steps they or the caller would need to follow next?
A process in which you'd check the coverage details to confirm if the Replacement Cost is equal to or greater than the Building coverage.
How to tell if a Residential HOA flood policy provides sufficient coverage?
This was made to help explain the flood remap, FMC wrap around rule & LP cancel/ refund to the homeowners
What are scripting's sent from upper management & the client?
The only time we do leave notes in IIM
What if you cannot locate the loan in IIM?
This is when it's appropriate to escalate a call based on the callers emotions
What should you do when the caller is yelling, screaming or using profanity; Excessively crying and frustrated, if the caller insist to speak with a supervisor after you offered assistance; or when the conversation is not progressing in a positive direction?
Susan called in to confirm if we issued payment for her hazard policy. It was confirmed a payment was issued on 4/14/2025 to AAA & cashed. Provided a acknowledgement statement & recap for this call
Acknowledgment - relay back what they are calling about with a "I can" statement
Recap - must reiterate the main topic points and actions taken while on the call
A process in which you take the replacement cost, divide by the number of units, and put the result into the "Insurable Value" field in IIM in the "Collateral Information" section.
How to update IIM to show sufficient condo flood coverage?
This show the process by which required coverage is determined
What is coverage formulas?
This is what's needed to input adequate documentation.
What is the name of the caller? What's the callers callback number? What is the reason for the call? What is the outcome of the call? What is the promised follow up, if promised? What is a PIN when leaving the voice mail & verifying the loan?