Call Flow
Is also referred to as a reserve or target balance)
What is a chushion
When would you open a Smartsheet? (100 per provided)
▪ Policy is going to cancel or has cancelled.
▪ Borrower needs LPI info, but does not need to file claim
▪ Policy info in i5 needs to be updated
▪ Premium was sent, but not received
▪ Policy was sent, but not updated in i5 and TAT has passed.
What is the PMI removal tat?
What is 6-8 weeks
What are some reasons a payment would be returned? (100 per answer)
• Not a full payment
• Returned by bank (NSF, Stop Payment, Unable to Locate)
• 1xACH being made at same time Automatic Payment set up
What is the TAT for a payment adjustment S/S?
24 hours.
If a shortage is paid off, the payment will update
What is Automatically
What is a master policy?
What is insurance that covers the structure of a townhome or condo.
How will borrower receive BPO results?
What is regular mail?
How many payments can a customer service agent take for a past due borrower?
What is 2?
What is the TAT for PMI/MI blitz workflows?
10 business days.
What is the farthest we can spread a shortage?
What is 60 months?
What is a HO6 Policy?
What is a policy covers the walls in. This protects the borrower’s personal property.
Where can borrower dispute BPO results?
What is mortgageinsdept@guildmortgage.net ?
What are the 3 forms of certified funds a borrower can use to make a payment
Cashier's checks
money orders
Western Union Quick Collect
What is the TAT for an escrow analysis S/S?
3 business days.
What page is escrow analysis schedule on?
What is page 87-88?
Where do we send request to not pay insurance
What is TLsupport@guildmortgage.net.
When checking MI what do we look for to determine when it will be removed?
What is the final bill date.
How are the 2 ways to update ACH information?
What is online & Smartsheet?
What is the TAT for a Tax S/S?
10 business days.
What is your first step when you receive a virtual hold call back??
What is say the outbound disclosure?
What is the OSC phone number for agents?
What is 877-898-0869.
What is the fee for bpo on a FNMA Multi-Unit?
What is $750?
What are payment cutoff times?
3 PM Pacific Time for ATM/Debit cards
5 PM Pacific Time for ACH payments
What is the TAT for an insurance priority S/S?
1 business day.