Day One - Part I
Name the 2 steps to great client service
Define the client's needs
Set expectations
Have a yes mentality
Name some documents you might hear mentioned during the File Import and submission of a loan.
1003 (URLA)
4506T
Loan Estimate (Le)
What does the Wire team do?
Sets up the loan for the Warehouse team to disburse funds to the closing agent.
AE Escalations go to
AVP
This team helps to protect UWM by reviewing several business components.
Risk Team
This is the website that brokers use for loans through UWM.
EASE
This team organizes and labels documents for all teams.
Doc-Indexing
This team fields questions regarding pay and policies.
Data & Payroll
This is done to give you feedback on your scored calls.
Coaching
Client Experience begins
Internally
Name some keywords you might hear during the File Import and Submission of a loan.
AUS (DU/LP), Mortgage Insurance (MI), Doc-less, Submission Checklist, Supporting Docs, Lock, Pricing, Basis Points (BPS)
What does the invoice team do?
Reviews transaction fees on invoices
Name one thing that success factors do
Keep us at our best or Ensures that our clients have a great experience or Allows us to be open to Continuous Improvement or Keeps our reputation strong.
This team helps borrowers with major complaints regarding their broker.
Consumer Advocate
A client can submit this to get their issues resolved faster.
Client Request (CR)
This team reviews documents before a file goes to Underwriting.
Setup
This team handles all of our company's hiring needs.
Talent
Name the four sections on the scorecard.
Introduction & Greeting, Call Quality, Client Service/Needs Fulfilled, Call Completion
What is Salesforce?
The communication platform we use to capture communication with clients.
What does Condition Splitting do?
Separates and labels documents that the broker uploads.
What are some documents you might hear about during the Closing process?
Closing Disclosures (CD), Closing Package, Wiring Instructions
Underwriting Escalations goes to:
Team Lead
This team helps mortgage professionals become brokers.
Wholesale Development Team
This team orders tax transcripts
4506-T or 4506C
This team is also known as the Compliance Team.
Disclosures
This team helps empower team members through coaching and a variety of supportive services.
Team Relations
This is the system you use to listen to your calls.
OrecX
Name the five teams on Client Experience Teams.
Welcome Associates
Client Outreach
CX Scoring
CX Coaching
CX Analytics
What does VVOE do?
Reaches out to borrowers' employers to confirm they are still employed.
What are some keywords you might hear during the closing process?
UClose, Closing Escalation, Fee, Closing Underwriter, Closing Underwriter Request (CLUW)
What team handles FHA loans?
FHA UW
Name some Specialty Underwriting Teams
•Collateral Team
•FHA UW Team
•Project or Condo Review Team
•Manufactured Homes
•Appraisal Support (Appraisal Delivery, Appraisal Review)
•Closing Underwriting
•Specialty Verifications
•Quality Control
Insurance calls can go to these two teams.
Servicing and Processor Assist
This document is given to a borrow at the start of a loan and at the closing.
Closing Disclosure
This team coordinates activities and events for UWM.
Engagement
This is what you do to see what other teams do.
Shadow Session
What does Client Outreach do?
Builds and maintains client relationships
Client Relationship enhancers
Magic Makers
Make it Right
AE Menu
What does Processor Assist do?
Reaches out on the behalf for documents such as HOI, EOI, Title Documents, etc.
What does the Lock Desk do?
Assists clients and AEs with lock issues
What does the AUS team do?
Assist clients with AUS issues
This allows users to view loan decisions and select an underwriting recommendation.
AUS, Automated Underwriting System
What questions do you ask to determine if a call goes to Processor Assist or Servicing?
Did we reach out to you?
What status is the loan?
This team handles loans once they have closed.
You should always do this if you have a call for a VP, EVP, or SVP.
Warm transfer
This report shows how many calls you took the previous day.
Daily Numbers Report
What does Welcome Associates do?
Handles all inbound company cals
Builds and maintains client relationships
What does Vendor Assist do?
Assists UW with VA loans, reviews appraisal documents and real estate agent and agency license information. They also order flood certificates, verification of income and tax transcripts.
What does the Post Closing Correspondent team do?
Makes sure closing packages are imaged, indexed, post closed and purchased on Correspondent loans.
This team helps brokers get licensed in other states.
Licensing Assist
This is a written estimated value of what a home is worth.
Appraisal
The Client Approval Team deals with what?
This team makes sure that the collateral has been received, reviewed and shipped.
Collateral Team
To have this, you should be prepared, solution focused and empathetic.
Effective Conversations
This is the report that shows how you are doing regarding production. This helps you see how close you are to getting a bonus.
Commitment Report
What does CX Scoring do?
Retrieves calls for quality assurance
Listens and scores based on criteria
Speech analytics
What does the Disclosures team do?
Reviews state-specific and federal documents for accuracy after loans are released to Underwriting.
What does the Post Closing Resolutions Team do?
Reaches out to resolve the issue if there is a problem with a document.
This team helps mortgage professionals become brokers.
Wholesale Development Team
What is an appraisal transfer?
A borrower wants to transfer a completed appraisal to another lender.
What is the name of the team that is within the Client Approval team?
QC Approval
This team is responsible for reviewing loan packages, approving and preparing purchases, and identifying and recording deficiencies.
Correspondent Team
You submit this when a team member does not follow the correct process on a call.
CXO
Client Experience Opportunity
Name two of the How We Do Its. (HWDI)
We Collaborate, We Communicate, We Recognize, We share success, We Motivate, We Breed Positivity, We Out Work Everyone, We Coach People Up, We Have a Work-Life Balance, We Are Experts, We Are Family, We Burn The Boats
What does CX Coaching do?
Listens and reviews calls
Coaching up team members
What does the Senior Underwriter do?
Reviews income and occupancy
Approves or denies a loan
What does the Closing Package Retrieval team do?
Gathers and checks that all original documents have been received back to UWM.
Name something that is a responsibility of the Sales team.
Coaches clients about the mortgage process. or is Client's main point of contact. or Teaches clients about UWM processes.
This is used to view the queue
Wallboard
Name some documents that the Processor Assist team orders.
Condo Documents, Master Policy, Condo Questionnaire, HOI, (Home Owners Insurance), Payoff Statements
This team handles loan that begin with 12.
Post Closing Resolutions
Name the six pillars at UWM.
People are our greatest asset.
Service is everyone's responsibility.
We are relationship driven, not transaction driven.
We are thumb pointers, not finger pointers.
Continuous improvement is essential for long term success.
Our path is paved with fun & friendship.
What does CX Analytics do?
Looks into data and processes
Identifies and measures opportunities
Client Requests
Test and measure changes
Works with leadership to make improvements
What does the Underwriter II do?
Reviews documents, Adds or removes conditions and send out updated approvals to broker
What are some documents you may hear about during the Post Closing process?
Note, Bailee Letter
Brand 360 is our __________ for brokers.
Marketing platform
This is a program for our brokers to use to fill out a loan application.
BLINK
Name some third party companies that the VVOE team uses to verify employment.
The Work Number, Equifax Employment Verification, ADP, Vault Verify
This team reaches out if there is an issue with a loan after closing.
Post Closing Resolutions
or Wholesale Resolutions
What is a Client Request (CR)
Clients are able to submit requests online to assist with their issues. This is a faster way to get a response to a question.
What does the Project team do?
Reviews the condo documents
What are some keywords you might hear during the Post Closing process?
Correspondent, 15 files, 12 files, Funded Loans
This team is responsible for securing new relationships with brokers.
Business Development Team
This is the system we use to take calls and transfer calls
Cisco Finesse
These teams supports all areas of the company from the beginning of the loan process to the end.
Lending Support
This team processed Younited to WOW Programs.
Client Outreach
Name a WA channel on Teams
General or Ask For Help or Call Connectivity or Continuous Improvement or Fun Times or Refresher Moments or Scripts and Templates or Training Videos or Updates or UWM News or WA Health and Fitness or WA Resources and Job Aids
What does the Collateral Underwriter do?
Reviews appraisals on FHA, VA and Condo documents
This team handles borrower calls after a loan is closed.
Servicing
These are points our brokers can earn through us by completing activities.
LOPP, Loan Officer Partner Points
This is your main point of contact
Your assigned Team Lead
This team is responsible for disbursing all wiring funds.
Wire Team
Where do you send calls for sales calls that want to do business with UWM?
Vendor Coordinator
Name some WOW words
Happy to Help, Perfect, Fabulous, My Pleasure, Sensational, My Pleasure, Sensational, Certainly, The Good News Is, Wonderful, Splendid, Marvelous, Super, Fantastic, Definitely, Tremendous, Absolutely, Awesome, Great, Excellent, Glad You Asked, Great Question
Any other positive words
What are some documents you might hear about during the Approved With Conditions?
Title, Closing Protection Letter, Homeowners Insurance, Letter of Explanation, Closing Disclosures, Appraisal, Assets
Welcome Associates are important because:
We ensure a great client experience or We're the first impression of UWM or We help build relationships.
This team assists clients when an AE is out of office.
AE OOO
The Client Priority Team does what?
Updates compensation plans or resets logins or provides reference letters. or maintains account maintenance.
Who do you send calls to regarding charities or community relations?
Towbey Kassa
Ext. 4249
What type of transfers does the Welcome Associate team do?
Cold & Warm Transfer
What are some keywords you might hear during the Approved With Conditions process of the loan.
Conditions, Approval Letter, Property Insurance, AMC, Client Request, Clear to Close
Emotional Intelligence is the ability to:
Not recognize emotions in yourself and others.
This is where clients can join training classes for utilizing tools with UwM.
Success Track
The Client Concierge team works with
The top 150 broker accounts. or directly with an assigned group of brokers.
Where do you send packaging calls?
The team member or team it came from or the mailroom
To be empathetic, you should:
Apologize
Be Open to Questions
Remain Positive
What is a Closing Assist team responsibility?
Confirms closing costs. or Works with brokers and title companies. or Sends out closing packages.
Average WA Calls per month
400,000 to 460,000
What is an Underwriting team responsibility?
Assesses loan risk. or Examines loan documents for accuracy and consistency. or Approves or denies a loan.
Name the three types of payoffs
Regular, Netted, Early
What questions should you ask on phishing or spam calls?
Are you a borrower with us?
Are you a broker with us?
Are you an employer?
What does Doc Indexing do?
Labeling, splitting, and merging all uploaded loan documents
What does the Change of Circumstance team do?
Adjusts fees or loan amounts, makes sure changes are compliant and documents are properly disclosed
Average WA calls per day
21,000 to 30,000
This team facilitates loan funding
Warehouse Team
This team is responsible for our health plans, retirement plans, etc.
Benefits