November 22, 2021: Retained Servicing - Flood Zone Dispute Job Aid

An updated procedure regarding flood zone disputes for retained serviced loans has been published in KnowledgeOwl for Retained Servicing.  

This procedure advises Customer Experience Specialists to connect all customer calls regarding flood zone disputes to the Insurance Processing Center (National General).

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The contents of this procedure update are shown below.  Please contact your supervisor or manager if you have any questions.

Flood Zone Dispute Job Aid

Purpose: The purpose of the Flood Zone Dispute Job Aid is to establish a process for written and verbal flood zone disputes.

Call Center

If the customer is disputing the flood zone, the call should be directed to the Insurance Department (National General) to handle the call.