FHA
This workout program is offered by FHA, advances funds to reinstate a loan which become due and payable upon maturity of the loan, and is a captured as a interest free silent second lien on title?
Partial Claim
The acronym S.P.O.C. stands for?
Single Point of Contact
What is the email address to submit time off and other scheduling updates in Genesys?
SPOCWFMSupport <SPOCWFMSupport@mtb.com>
This error occurs when an agent fails to call within the established call preference requested by the borrower and reflected in MSP on the PREF screen?
FDCPA Control Error
What extension is used to transfer a call to Customer Service if needed?
Extension 9723
Federal Housing Administration
What is the new job title for a SPOC at M&T Bank?
Outreach Specialist IV
This is the maximum ACW percentage agents are allowed to have on a monthly basis?
13 percent
This is the code placed on a loan in MSP when a customer advises that the property is vacant and they no longer occupy the home, to advise our property preservation partners of the occupancy status?
PRPVPC
This best practice consist of asking trailing questions in the form of "when" and "how" when agents are reviewing RFD with a customer, for understanding of resolution or next steps?
Probing
The maximum number of months that are covered by FHA under a forbearance program?
12 months
Who is the current director of CAM SPOC organization at M & T Bank?
Patricia "Patty" Pikul
What is the email address used to call out when unplanned time off is needed?
SPOCcallout <SPOCcallout@mtb.com>
This error occurs when a agent fails to capture the customers acknowledgement that they can afford the trial and new contractual payments required going forward?
Affordability Attestation Error
This is the maximum time frame an agent can leave a customer on hold without refreshing the customer if additional hold time is needed during a call?
2 minutes
This is a workout program offered by FHA where HUD will pay a portion of the required monthly payment for a period of up to 36 months, to be added to funds advanced to bring the loan current, due and payable at the maturity of the loan in the form of a silent second lien?
FHA Payment Supplement Agreement (PSA)
What is the process called when we obtain a verbal or written commitment from a customer advising that they can resume regular servicing activities (contractual payments, trial payments, hardship resolved and affordability) as a result of a resolved hardship?
Attestation
Daily reporting that allows team members to see their daily production stats from Genesys?
This code is a part of the QRPC capture process when the agent captures RPC, which will be entered manual or as a part of a script to support the QRPC process?
Contact Code 138
Required training for all agents that cover regulatory items is captured as this type of training in Genesys?
Compliance Training
Dr. Benjamin Carson
How many days do we set a reminder for the SPCSTR task for follow-up when we have no manual contact?
5 days.
What does the acronym Q.R.P.C. stand for?
Quality Right Party Contact
This is the maximum number of Control Error Reporting fails an agent is allowed to have during a calendar month as of July 2026?
11 per month
This is process may be required when attempting to process funds that result in less than a full reinstatement initially to be accompanied by additional funds to reinstate the loan within the current or next calendar month, in order to process the payment?
V-STOP Removal