Document details and information in the All Memos section of FICS for every call and email handled where direct communication with customers occur. This level of system documentation is required with all forms of direct communication with customers.
System notes should include:
- Pertinent and relevant information regarding direct interaction with customers
- Specific steps taken to resolve issues or concerns as applicable
- Reference letters or items generated to be mailed, emailed or faxed directly to customers
Keep documentation professional, factual and accurate. Do not include personal opinions or non-factual information in the documentation
Documenting Notes in FICS
From the Loan Data Menu, Select:
Memos >> All Memos
Click the Add button in the lower right corner of the window
Subject: <Type an applicable title based on the subject of the customer call/email/inquiry>
Type: Select the appropriate choice from the drop-down menu
Category: Select the appropriate choice from the drop-down menu
Input the text of the comment and information in the in the text box
Click the Apply button in the lower right corner of the window, then click the Close button.