01/07/2020: Process Update Regarding Bi-Weekly Payment Drafts

Customer Experience Specialists are not permitted at any time to manually add, change or delete any loan level data relating to the Bi-Weekly Payment Draft program.  

Even though system access allows maintenance to these fields, procedures do not allow for team members to manually update any fields relating to a Bi-Weekly Payment Draft.  

A new Task ID has been created to request changes to an existing Bi-Weekly Payment Draft account or to request deletion and end the customers’ enrollment in the Bi-Weekly Payment Draft Program.  

Task ID: CHHBIX – use this task to change an existing Bi-Weekly Draft or to request deletion from the program only.

Customers must completely fill out and return the enrollment form and follow instructions provided on the form.  There has been no change to the enrollment process.

Click here to view the updated procedure regarding Bi-Weekly Payment Drafts in KnowledgeOwl.