June 3, 2021: Telephone Consent - Updating LCOM

A newsflash has been published in KnowledgeOwl for Retained Servicing Loans reminding Customer Experience Specialists to use the correct codes on the LCOM screen in MSP when obtaining and updating telephone numbers.

This newsflash information is viewable in KnowledgeOwl for Retained Servicing Loans by navigating to:  Home  >>  News Flash!  >>  June 2021

The details contained in this newsflash are shown below.  Please contact your supervisor or manager if you have any questions.

6/3/2021: Telephone Consent - Updating LCOM

Please utilize the proper codes on the LCOM screen when obtaining and updating phone number consent. 

We should be using one of the codes below in the C/R IND field. 

C/R Ind - Consent/Revoked Indicator

1 - Cell Consent

2 - Text Consent

- Both Cell and Text

4 - Revoked Cell

5 - Revoked Text

- Revoked Both

C - Cease and Desist

Note: There are several instances of representatives putting a "C" in this field and noting "borrower gave consent." 

A code of “C” stands for Cease and Desist and DOES NOT mean consent.  Once a C is placed in that field, we are not allowed to call that borrower in the future unless they call and give us new consent.

Below is an LCOM screen cheat sheet that explains all fields and codes: