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Request Type - Loan
Request Participant - Homeowner’s email
Reply to the customer:
“Hello,
We have received your request and will proceed accordingly. [homeowner name] will receive an email with the next steps from our Account Servicing team. Our Account Servicing team will require the below information from [Homeowner Name], please have the information available when requested:
Escrow Officer’s Name and Contact Information:
Homeowner Name(s), Phone Number(s), Email(s):
Close of Escrow Date:
“Consent to Disclose” form signed by the homeowner
A transaction payment of $350 for termination and filing costs associated with the UCC fixture filing, see attached payment options
Please keep in mind, that account must be current before moving forward. Please make sure to check your inbox and/or junk inbox from an email from our Account Servicing. Additional information may be requested or informed by our team.
Please let me know if there is anything else we can do for you in the meantime.
Regards,
[Agent’s Name]”
Create a linked EBH ticket:
Gather the following information to send to Account Servicing:
Full Name
Contract ID (Located on initial welcome letter)
System address
Brief Description of the problem (i.e. release of lien, subordination, home equity line of credit etc.)
Email and phone number
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Select “reply to the customer” include all information gathered above and advise the homeowner is looking to refinance their home.
“Hello,
Please be advised that [customer name] is in the process of refinancing their home and needs a release of the UCC lien. Below is the information for the account:
[Insert information from above]
Please kindly reply to this email and notify us when contact with the customer has been made and the process is complete.
Thank you,”
Account Services will reach out to the Homeowner to address the request one time only. Account Servicing does not keep contacting the homeowner.
Support will request confirmation that contact has been made and will keep checking on the status periodically for resolution.
If the homeowner has not received an email from Account Servicing within one business day, then proceed to reach out to Account Servicing informing them that the homeowner has not received an email from their end after the homeowner confirmed checking both inbox and junk mail.
The ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete (This is irrespective of the length of time for the refinance).
Closing the Tickets
Tickets can be closed once both parties have confirmed that the request has been completed or if no response from the title company or homeowner after 3 email outreach attempts after the escrow closing date.
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In the event that Account Servicing or the homeowner inquires about waiving UCC Fees.
“Hello,
We are not able to waive the $350 fee associated with the removal of the UCC lien. This is due to the fact that the county and processor charge a fee for administering UCC liens.
Please let me know if you have any questions.
Thank you,
[Agent Name]”