Payments
The largest amount that can be accepted by Ventanex.
Customer calls in and says. This company is great I always have to speak with an agent because the IVR never lets me input my routing and account every time I call I get a wonderful agent you are so pleasant.
What is CSSPRB
customer is stating there is a problem with the IVR System
The customer credentials needed to register their account online.
What are Name, Loan Number, SSN, and DOB?
What is the name of the document used if the customer wants to pay a principal curtailment and adjust thier monthly payment.
Whats is Recast process
A customer calls in to get a copy of the insurance policy can we send it to the customer?
Yes it is on the approved list of documents we can send to a customer
Can we process partial payments?
No the customer needs to make the full payment when processing a payment through Vantanex
What are the key elements to noting each call
What is at least one Action code, practice all that apply, and one Call Tracking Comment code, freeform who you spoke with what the inquiry was about, action taken on the call, and resolution provided
An insurance agent calls in what must we verify before releasing information to the insurance agent?
What is
Whats is the name of the document you would use if the customer request we complete a W-9 form
What is Payment or Financial Voucher Requests
Caller wants to update mailing address for 3 months only can we honor the request?
Yes
KO Update contact information
If a customer would like to pay their recast fee where should you apply the fee when processing the payment and are there any additional steps
Whats is Suspense and open CHHSUP document in the task notes to move funds from Suspense and apply to Fee Code A “Recast Mod Fee
What comment code is used when the customer is transferred to collections?
What is CSSCOL
Can we provide the loan number to the External Payoff requestor?
No, the loan number is considered loan-specific information and we can only provide that information to the third party authorized with written consent to release information.
A customer calls in for refinancing options and the client does not offer refinance
What is Refinance Eligibility & Transfer Process
Please advise the customer to reach out to their original loan officer or shop around for rates.
Customer calls in to make a payment and update her mailing address she has not been getting her mail because her husband keeps changing the mailing address online. What Call Tracking code would you use
CSSINQ
This is not a problem with the servicing of the loan.
Meaning of the task CHHRSC.
What is cash research task?
When providing a document to the customer per their request, through dms what is the format of the body of the email?
Good Morning/Afternoon,
Thank you for your recent inquiry. Please see attached for the requested document for loan number [INPUT LOAN NUMBER].
Let us know if we can be of any further assistance.
Enjoy your day!
Warm Regards,
Whats changes can a SII complete on the account?
What is can make changes to automatic drafting
The customer's wife who signed the Deed wants to reset the online account. What document would you use to proceed with assisting caller
We would need to advise that we cannot assist a third party with the online portal that is for the borrower only
How many days after the loan is paid in full is an escrow check is applicable and what screen would you check to validate the check was issued?
What is 20 days after the loan was paid in full
What is Pl05
To modify drafting how many days in advance does the customer have to give us notice
What is we require a minimum of three (3) business days’ notice before your next scheduled draft date.
What notes should be placed on the account when you speak with the language line?
What is Notate SERN with the CSSLAN comment code and input the interpreters ID
What should you do if a customer request to have third party removed from account.
The purpose of a News Flash.
What is to update the company on any procedural or process changes that have recently occurred?
What screens can you check to see if the customer was reported more than 30 days late?
What is P309 screen, Loan history screen, Mas1 CBR1, HCBR