Background: This process will guide you on how to handle Pre-PTO refinance requests, Including the proper steps to follow if the request is coming from both Homeowners or Lenders/Escrow/Title Agents

Table Of Content:

Account Services charges $350.00 in administrative costs when a customer submits a refinance request for their home. This information is located on page 8 of the homeowner’s contract, where they are advised of additional costs associated with a mortgage refinance.

Front-Line Agent:

Step	Action

Step	Action
1	Where is the request coming from?	IF HOMEOWNER: Go to Step 2 IF LENDER/ESCROW/TITLE AGENT: Go to Step 3
2	FROM HOMEOWNER:
2	Verify Project Status	IF M3 APPROVED: Warm Transfer to Account Servicing (if phone) or provide Account Servicing Contact information (If chat or Email) and Stop IF M3 NOT APPROVED: Go to Step 4
3	FROM LENDER/ESCROW/TITLE AGENT
3	Verify Project Status	IF M3 APPROVED: Warm Transfer to Account Servicing (if phone) or provide Account Servicing Contact information (If chat or Email) and Stop IF M3 NOT APPROVED: Ask the Lender/Escrow/Title Agent to send a “Letter of Authorization” to (Launch@myeverbright.com) or request that the homeowner call to Authorize them to begin the process Then Stop If Letter of Authorization has been already provided go to Step 5

4	Confirm that the Homeowner is refinancing	Gather the following: Lender’s Company Name Email Address (To send UCC Termination Copies)
5	Create a Case in SalesForce from the Homeowner’s Contact Record
6	Unassign the case from yourself and Re-Assign the case to either @Nehemiah @ EverBright or @Brian Embry for further processing Then Stop

Back Office (Property Transactions Team) Procedure:

Step	Action

Step	Action
1	If a case has been created, Verify the project Status	IF M3 APPROVED: Re-Assign the case back to the Front-Line Agent for a Callback to the customer and for the same frontline agent to Warm Transfer to Account Servicing Then Stop IF M3 NOT APPROVED: Go to Step 2
2	Where is the request coming from?	IF HOMEOWNER: Go to Step 4 IF LENDER/ESCROW/TITLE AGENT: Confirm If Letter of Authorization has been received: IF YES: Go to Step 3 IF NOT: Reply to the Lender and Request it Then Stop
3	Create a Case in SalesForce from the Homeowner’s Contact Record
4	Save all relevant documents in the Internal Sharepoint Site (Termination copies)
4	Follow the UCC Termination and Re-filing Training Guide to complete the termination process for UCC Filings
5	Once the UCC Filings are terminated Use DocuSign to send the Termination documents to the Customer and their Lender/Escrow/Title Agent (If applicable)
6	Finally; Close the case and Stop

Installer Knowledge Base

Back Office Process: Pre-PTO Refinance

Analytics

Front-Line Agent:

1

2

3

4

5

6

Back Office (Property Transactions Team) Procedure:

1

2

3

4

5

6

Related content