Welcome Call Procedure

Hello, can I speak to [CLIENT NAME]?

Hi [CLIENT NAME]. This is [YOUR NAME] at [BRANCH NAME]. 
We will be processing your file with your lender.

I wanted to call and introduce myself and give you my contact information. 
Myself or my team will be your point of contact throughout your 
entire process with [LENDER NAME].

Do you have a pen and paper handy? I'll give you my phone number in case 
you need to call me back OR if my 888 number came up on your caller ID, please save that. 

Our number is 1-888-897-2285. For fastest responses:

Text, you can also send us text documents or ask questions via text, that number is 1-909-257-7075.

Email requests or docs, email to cs@nrcpc.org

Your lender will usually update us every 7-10 days. As soon as I receive 
any information from them, I will contact you via email. Please check your 
email at least once a week, including your junk folder.

If your lender calls you, its okay to speak with them just make sure YOU ARE IN CONTROL of the conversation or you could get denied. You can and are encouraged to always ask them 2 questions and then hang up: 1) do I have a foreclosure sale date? and 2) what is the status of my modification review? -- then report back to us.

IF YOU GET A SALE DATE, and we are not saying you will, make sure to notify us ASAP so we can make arrangements to cancel it in time.

If we don't need anything, you're going to get what seems like a generic status update email. This IS NOT generic - It just means we don't need anything from you, OR that we've already done it for you. 

If/When you get an email from us with any update, it's a good thing - it means contact has been made with your lender.

We will make the process run as smoothly as possible for you, but remember 
that your lender can ask for updated documents at any time. We will 
try to keep our calls for documents to a minimum, please understand that 
if I am calling you, I need it! Please send these within 48 hours to avoid delays and frustration.

You will also get an email from us within 24 hours. Please read it thoroughly and respond to the email or text message after you have read it. If you do not get the welcome email it within 24 hours, please text us or email us. Remember to check your junk mail!

The best way to contact us is via email and text message because we may be 
on the phone. All of that info will be in your welcome email.

We will be in touch soon. If you need anything, remember the best way to 
get ahold of me is to email or text message, as I am on the phone very 
frequently. Okay?

You have a great evening and we will talk soon.

Thank you, goodbye.

Hello, this is [YOUR NAME] from [BRANCH NAME]. 

This message is for [CLIENT NAME].

I wanted to let you know that we did receive all of your documents and your file is in review. Please check your email at [READ EMAIL ADDRESS SLOWLY] because we will send a VERY IMPORTANT email that you must read and respond to. You can reply directly to this email or you can send a text to 1-909-257-7075.

Please check for our emails in your inbox or junk folder, they will be coming from cs@nrcpc.org. If you do not get the welcome email within 24 hours, please call us back at 1-888-897-2285 or send a text to 1-909-257-7075.

We do not need anything from you at this time other than your response to our initial email. You can also opt-in via text message.

Thank you, goodbye!

The timeline varies by lender, but we typically receive updates every 7-10 days. The lender will tell you that it can take up to 90 days to fully complete, but usually does not take that long.

We'll keep you informed throughout the entire process via email.

Email and text are best because we're often on the phone with lenders. You'll get a faster response that way, and it gives us a written record. All contact info is in your welcome email.

Please check your junk/spam folder first. If it's not there within 24 hours of this call, please call us back at 888-897-2285 and we'll resend it immediately.

We do not handle processing payments here. Please direct any payment related questions to your agent, [SALES AGENT NAME].

You are absolutely able to answer your lender's call. We never want to tell you not to talk to them. The only issue that may arise is if you tell them something other than what we have, or there is something different in your file that we did not know. This can result in a denial and/or HUGE delays. You can talk to them, but please be sure to limit the conversation to YOU asking 2 questions: 1) do I have a foreclosure sale date and 2) what is the status of my modification review?

NOTIFY US IMMEDIATELY so we have time to stop it. If you do get one, we just need to know so we can get ahead of it. Your agent can answer any questions regarding sale date workflows and what happens if you get one.