It is strongly recommended to document system notes in FICS regarding actions taken when assisting Loan Officers.
There are two scenarios where documenting system notes in FICS are required when assisting Loan Officers:
- Customer is included in the email string with the Loan Officer
- Loan Officer is requesting a change to the mailing address, email address or phone number on behalf of their customer
When documenting FICS, 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
If a Loan Officer requests a change to the mailing address, email address or phone number:
- Document the name of the Loan Officer submitting the request
- Document what is being requested to be changed
- Document which customer contacted the Loan Officer requesting the change
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.
