Lender Calls from Sales - Procedure Guide

​

Purpose

Lender calls (not to be confused with Status Updates) are meant to conduct in-depth risk assessments to determine if a prospective client qualifies for a loan modification. The persons that are being evaluated in these calls are not yet current clients.

This evaluation protects the company from taking on high-risk cases while ensuring that clients are not unduly turned away. These calls are critical for both company profitability, credibility and client satisfaction.

​

How Lender Call Requests Are Initiated

Task: Lender Call - [Client Name]

• Lender Call requests then get auto assigned in round-robin style to backend staff.
• The tasks appear in the users’ queues with the title “LC - [BORR NAME]“

​

Step-by-Step Process

​

Step 1: Locate Your Assigned Task

• Check CRM for task assigned to you with the prefix “LC - [Client Name]”
• Open the task to review the request details and attached documents and information

​

Step 2: Open Required Documents

• Access the “Lender Call” questionnaire form. You will complete this during the call.
• Access the Lender Directory lender phone numbers

​

Step 3: Gather Client Information

• Borrower’s full name (including middle initial if applicable)
• Last 4 digits of Social Security Number
• Property address
• Mailing address (they are different sometimes, check mortgage statement)
• Borr Phone number
• Borr Email address

​

Step 4: Call the Lender

• Call the Customer Service department first. Customer Service representatives are more helpful and accurate than Collections staff.
• Identify yourself as the borrower, there is no time to fax over a TPA or waste time. Yes, at this stage the client has already signed authorization, but time is of the essence on Lender Calls. This is the only way to get information quickly and effectively, is to call in as them. You are gathering non-banking information for a service the company is licensed to conduct.
• Answer the representative’s security questions using the information you gathered in Step 3 above

​

Step 5: Complete the Call and Questionnaire

• Work through the questionnaire questions with the Customer Service representative/Loss Mitigation will answer foreclosure questions and previous modification questions
• When you reach the “sale date” question, Customer Service may need to transfer you to Collections or Loss Mitigation if they cannot answer it
• Collections or Loss Mitigation will handle the remainder of the call after transfer
• Fill out the form as you receive answers
• Add relevant information in the Notes section

​

Step 6: Export Completed Form & Return to Agent

• Save the completed form, attach to email and send to the agent
• The form will automatically timestamp and date upon completion
• In the notes section, include short key findings. Examples:

- No sale date scheduled
- No previous modifications
- Not recently denied for modification
- 4 months delinquent

​

Step 7: Close the Task

• Mark the task as complete
• Move to your next assigned task

​

Notes and Best Practices

​

Authorization and Compliance

​

Call Strategy Tips

• Customer Service representatives are generally more helpful and provide more accurate information. Collections staff can be difficult to work with.

• If Customer Service cannot answer the sale date question, they will transfer you to Collections or Loss Mitigation who can complete the rest of the call.

• Have the questionnaire open, client documents ready, and lender phone number confirmed before you make the call.

​

System Improvements in Progress

• Integration will auto-fill data. The system will automatically extract client information from uploaded documents (mortgage statements, Financial Forms, TPAs) and pre-populate the questionnaire.

​

Summary