Loan Rangers
What document displays the legal description of the property?
Mortgage/ Deed of Trust
What screen is used to provide the customer the total amount due on a loan that is NOT in foreclosure? (Sagent)
CUST TOTAL
Where in Salesforce do I perform my "best practices" such as determining if loan is FDCPA, Paperless, etc..?
Bonus: Which state should not be worked by Moder?
Loan Summary (control F)
Bonus: New Hampshire
True/False: I can change the property address when the customer requests I do so?
Bonus: Is there any documents required when changing the customers property address upon request?
False - I must have one of the following documents in order to change the property address:
1. Tax Bill from County that indicates a new assessement / tax appraisal has recently been performed
2. Tax letter (on letterhead) indicating a change in the property address
3. Emergency 911 letter outlining the change of the property address
True/False: I can only attach documents to a response prior to sending the response to the customer?
True: you must attach the documents you reference in the response prior to "sending" the customer a response.
Sending a letter without attachments is like ...ordering a pizza and forgetting the toppings — sure, it gets the job done, but where’s the flavor?
What screen is used to identify the taxes being paid out of escrow for the customer?
Where in this screen do I locate the upcoming tax disbursements due on behalf of the customer?
TAX ITEM
Bonus: Installments
I must download and rely on these 2 documents daily to do my work with accuracy?
C&R Template Guide
C&R Matrix
False, all loss mitigation related inquiries must be sent over to loss mitigation through Salesforce
A new billing statement can be requested for the customer using which screen?
Bonus: Does issuing a replacement bill for a customer require any research?
Cust Pmt Media
Bonus: Yes, must research to see if any recent activity took place since the last bill issued to determine if a copy of bill can be provided or if a new bill needs to be issued.
What state requires an investor letter to be sent out each time a new inquiry comes in?
Oregon
Customer wants to know what the benefits are to paying a lump sum to his account, what document is provided for these types of inquiries?
Amortization
What is the proper "message" status that you should be using when submitting to QC for review and approval?
Bonus Question:
What is the proper status for your overall case be in when submitting to QC for review and approval
1: Request Approval (message)
2: QC Review (case status)
Name 5 of the complaint trigger language you must look out for (you must name all 5 to earn the point)?
seek legal counsel (getting an attorney), filing a lawsuit, media, news, social outlets to expose, dissatisfaction of the servicing, discriminating, request to speak to Executive/CEO, CFPB or BBB
Should the Salesforce categories be closed at the begging of your research or at the end of your concluded research?
At the end, you will have a more educated understanding of the true root case of the loan
Customer Call back requests- what CIT should be opened for a call back if the customer has a SPOC assigned?
Bonus: What CIT should be opened if customer does not have a SPOC assigned?
CIT 649
Bonus: CIT 149
Customer requests to have dialer call stopped, what is this called ?
Do Not Call
When a customer changes insurance coverage in the middle of the existing term, what is that called?
Bonus Question: Customers loan is analyzed immediately after paying out a mid term policy (True/False)?
Mid Term Change
Bonus: True
What screen in Sagent is used to determine the true delinquency of a customer (researching the payment)?
Bonus: What screen can you use in Sagent that tells you the origination details and service transfer date of a loan?
DIS SUM/ DIS HIS/ Transaction History Salesforce
Bonus: CUST ORIG
Customer wants to rent out the property to a third party, this is called what?
Bonus 1: what 2 things must you validate before approving an to rent out the property?
Bonus 2:
Occupancy Waiver
1.What is the date this loan originated, or, if the loan is a refinance, what was the original date the home was purchased?
2. The reason the customer is requesting the waiver, i.e. why do they need to change their occupancy status?
INS HAZ
If I want to review all the prior open and closed cases, where in Salesforce do I need to look?
Bonus: If multiple cases are opened, which one should remain open while all others are closed out?
Bonus: the very first (oldest) case
Flood insurance coverage is optional (True/False)
False: It is mandated by FEMA
When a customer files a claim for damages with the homeowners insurance, this is called what?
Loss Draft
(_____) is also known as supplemental or voluntary coverage, refers to additional policies or riders that individuals choose to purchase beyond mandatory, basic insurance?
Bonus: What is the CIT to open for this type of product?
Optional Insurance- CINCH
Bonus: 889
Customer wants to stop all communication both in writing and by phone (all communication). What is this called?
Cease & Desist