Call Authentication
These are the four pieces of information a homeowner must provide to successfully authenticate a production call.
What are full name, property address, date of birth, and the last four digits of the SSN?
This is the nonprofit organization approved by HUD that provides financial wellness consultations to eligible homeowners and homebuyers.
What is Navicore Solutions?
This type of appraisal determines home value instantly without a traditional home inspection.
What is an Automated Valuation Model (AVM)?
Point will reject an application if the applicant has had a recent filing of this legal debt-relief status that does not meet guidelines.
What is Bankruptcy?
These two tiers are used to distinguish complaints ranging from product/service concerns to legal, regulatory, fraud, identity theft, and financial loss concerns.
What are Tier 1 and Tier 2?
A homeowner is calling from a phone number that is different from the number on the application. Before proceeding, this is what the receiving agent should verify.
What is the phone number the homeowner used on the application?
These are the four situations that require an applicant to complete financial counseling before proceeding.
What are being 62 or older, having a FICO score below 600, owning a property in Illinois, or having a Re-Point docket?
This document allows homeowners to dispute valuation concerns by providing evidence such as comparable homes or notes on discrepancies.
What is the Appraisal Reconsideration Request Form?
Homeowners can email this specific inbox to submit documentation or ask questions regarding a decision made on their declined application.
What is decision-info@point.com?
A homeowner complains that they were given inaccurate information by a Point employee and that no one provided updates about their application. This complaint falls under this category.
What is Sales and Customer Service?
A non-applicant calls on behalf of the homeowner and wants to discuss the application. The homeowner has not submitted a Third Party Authorization Form. To share information during this call, this is what must happen first.
What is having the applicant join the call and provide verbal authorization after successfully completing authentication?
Before referring a homeowner to Navicore Solutions, ACs must first confirm that the homeowner meets one of the financial counseling requirements and verify these three items are completed.
What are Counseling Follow-up – Submitted, Preliminary Property EOI – Reviewed, and Appraisal – Reviewed?
For a "Desktop appraisal with interior inspection," this professional is responsible for visiting the home to take photos and notes while a licensed appraiser works remotely.
Who is a local real estate professional?
Point will decline an application if a homeowner is currently in this agreement with their lender to temporarily pause or reduce payments.
What is active mortgage forbearance?
A homeowner has been waiting several months for their investment to be funded and is unhappy with how long the process is taking.
What is Time to Fund?