This recap is covering important information that we have learned over the past two days. I have added this to the original email for your reference.
NEW STEP For Recast Requests – Begin opening a task when ordering the Recast Requirements Letter.
o Access the PL03 Screen and order Letter ID RC001
o Access the TSK1 Screen and open the SPRCST task
o Add notes to the SPRCST task advising the RC001 letter has been ordered
o KnowledgeOwl has been updated with these new steps
NOW WORKING ACH Director Script – This has been updated and now functioning.
o Please begin using this script immediately when setting up ACH over the phone
o See me if any questions or issues with the script
PROCESS CHANGE – NEW STEP when setting up ACH on MSP – We must add a date in the Pre-Note Date field.
o Pre-Note Date must be 2 months prior to the current day’s date (Example: today’s date is 091019 so the Pre Note Date field must be 071019)
o The Effective Date field must be the month the ACH draft will be effective and must be set to the first of the month (Example: draft effective with October 2019 so the Effective Date field must be 100119)
o KnowledgeOwl procedures have been updated with this step
o Make sure to use the correct comment codes for ACH Setup and ACH Changes of Existing Information – also updated on the ACH Enrollment Page in KnowledgeOwl
MSP MUST BE REVIEWED EVERY CALL – Other Servicing Departments may Make Outbound Calls to Customers, and They Provide our Toll-Free Number to Call Back.
o If customers say they are returning a call from a voicemail Fairway left them, we are responsible for providing the details
o Read the NOTS screen on every call that is relating to a call back or a research item
ServiceMac Tickets and Document Management System – We opened tickets and this should be working for all team members.
o It is critical these applications are functioning daily for all agents
o If anyone is having any issues with these applications let me know immediately
Do Not Email Customers Copies of Documents – We do not want anyone emailing documents or correspondence directly to customers from your Fairway E-mail address.
o Customer correspondence must come from the Servicing Center office or our departmental email box that not everyone has access to
o We are working on getting tasks set up that you will open to request document copies to be sent to customers