December 2, 2021: Updating Customer Email Preferences - Additional Steps Required

New data input fields have been added to the MAS1 ADD1 + F15 (Shift+F3) screen in MSP which contains the mortgagor and co-mortgagor email addresses.


The new fields are:

  • SRC CDE: Source Code
  • C/R IND: Consent/Revoke Indicator
  • C/R DATE: Consent/Revoke Date



ServiceMac published a new procedure in KnowledgeOwl for Retained Servicing providing instructions and required codes to be entered when adding, changing or deleting an email address for customers.  This updated process is similar to the consent and revoke codes used when updating phone numbers for customers.


The new procedure is shown below, and you may also view this content in KnowledgeOwl by navigating to:  

Home >> Call Handling >> FDCPA Requirements >> Updating Email Preferences


Please contact your supervisor or manager if you have any questions.


Shown below is the content published by ServiceMac in KnowledgeOwl for Retained Servicing

Updating Email Preferences

If the borrower advises they would like to update their email address

Navigate to MAS1/ADD1 + F15 (Shift + F3)

Ask borrower (or co-borrower) if we have consent to use their email address for electronic communications.

Input Source Code to define how the consent was obtained:

Code

Description

1

Origination

2

Customer call

3

Acquisition

4

Internet (CCN)

5

Bank/branch

6

IVR

&

Clear the value in this field


Input C/R (consent/revoke) indicator to define if the consent was granted or revoked;

Code

Description

7

Consent for email

8

Consent revoked for email

&

Clear the value in this field

Input C/R Date to define the date of the update.

If the borrower (or co-borrower) indicates a preferred time to receive emails

Input a (Y) if communication is allowed within that time window, or a (N) if communication is not allowed within that time window.

Leaving this field blank will indicate no preference.

‘&’ will clear the value in this field.

If the borrower (or co-borrower) indicates that specific days are permitted to receive emails;

Input a (Y) if communication is allowed on that day, or a (N) if communication is not allowed that day.

Leaving this field blank will indicate no preference.

‘&’ will clear the value in this field.

Hit Enter to save updates.

Pressing F12 twice will undo your updates made.