Zeus/Escrow Scenarios (Week 2)

“I got a property tax bill in the mail and I want to know if I have to pay that? Or are you going to pay that out of my mortgage?”

• Current Tax Bill

• Adjust Tax Lines

• Missing Parcel Number

• DELFUS

Answer explanation

Probe for TAPE!!!!

-Analyze scenario-

" I just got a property tax bill in the mail " "Do I have to pay? OR are you going to pay it out of my mortgage payment? "

Is it escrowed? When is it due? How much is it? Has it been paid? If not, what task/comment codes will you use?

Review Case Number

Review Notes

“I just want to make sure I am understanding this bill and my loan correctly. I got a bill in the mail, and I reached out to my Tax Authority, and they said that I get a copy of the bill for my records but that you would be paying it. And I just want to make sure that’s right.”

• Adjust Tax Lines

• Verify Taxes Paid

• Missing Parcel Number

• Delinquent Bill

Answer explanation

Probe for TAPE!!!

-Analyze the scenario-

"Bill in the mail, and loan correctly"

"Tax Authority said I get a copy of the bill for my records"

-per customer "tax authority said we would pay taxes"

-Ask probing questions!

What kind of bill or letter in the mail? What does it say? Who did it come from?

Is this an ESCROW account? When are the taxes due?

-Review Case Notes

-Review Comment Codes

“I’m calling because I got an under-escrow amount letter. I've been reviewing my property taxes paid in the past and I realized my homestead exemption disappeared. I’m not sure how that happened, and I didn’t think homestead exemptions could disappear like that.”

• Verify Taxes Paid

• Missing Parcel Number

• Adjust Tax Lines

• Exemption

“I’m calling because I sold my home and I want to stop the payments for the taxes."

• Stop Payment

• Early Disbursement

• Adjust Tax Lines

• Refund Request

Answer explanation

Probe for TAPE!!!

-Analyze scenario-

"I sold my home" "I want to stop payments for taxes"

Review Case Notes in Zeus

Review Comment Codes

-Action: Email CESG containing the following information-

Client Name:

Loan Number:

Borrower Name:

PIF/Closing Date:

“ I’m calling because I paid my property tax bill, but didn’t know you were going to do that for me. So now I need a refund of the payment I made. ”

• Verify Taxes Paid

• Paid Wrong Amount

• Refund Request

• Proof of Disbursement

Answer explanation

Probe for TAPE!!!

-Analyze scenario-

"paid property tax bill, but you paid it too"

"I need a refund"

-Review Account-

How much was paid?

Did we receive proof? Was a task already created?

“ I received a letter in the mail saying I didn’t pay my taxes, but I make payments to my Tax Authority, so I don’t understand why I am getting this letter. ”

• Delinquent Bill

• DELFUS Letter-Borrower has proof

• Current Bill No Action Taken

• Paid Wrong Amount

Answer explanation

Probe for TAPE!!!

-Analyze scenario-

"received letter in the mail" "I make payments to TA"

-Probing Questions-

what kind of letter? who sent it? what does it say?

-Review account in UFD

-Review Case Notes in Zeus

-Review Comment Codes in Zeus

“ I’m calling because I had my mortgage loan refinanced and I have gotten 2 notices from “123 REAL ESTATE TAX” saying my taxes are past due, they were due in March. I called here last time and they said they were going to look into it, and that I should know something by today. "

• Delinquent Bill

• Adjust Tax Lines

• DELFUS Letter- Borrower has proof

• Newly Acquired Loan-Delinquent Tax Bill

Answer explanation

Probe for TAPE!!!

-Analyze scenario-

" I had my mortgage loan refinanced " " I have past due notices from TA " "Called here last time "

Client Specific

When was the loan refinanced? Who are the notices from? When was it due?

Review Case Notes

Review Comment Codes

" When will I see an adjustment on my mortgage payment once I send in the Tax Exemption letter? "

• Adjust Tax Lines

• Exemptions

• Incorrect Parcel

• Current Bill No Action Taken

Answer explanation

Probe for TAPE!!!

- Analyze Scenario -

" When will I see an adjustment on my mortgage payment?" " When I send in the Tax Exemption letter "

Educate the Borrower- After we receive Tax Exemption letter with tax amounts and dates we will then run an Escrow Analysis (Client Specific) and any adjustments will be made at that point.

*We only answer TAX RELATED questions! Mortgage payment questions transfer to Customer Service*

“ I’m calling because I am a disabled veteran and I qualified for a tax exemption. I called and spoke to someone in the Tax Department, and they had me upload my documents. So, at this point I know taxes are coming due and I haven’t heard anything back yet. So, I need to know what to do. ”

• Missing Parcel Number

• Adjust Tax Lines

• Tax Exemption

• Delinquent Bill

Answer explanation

Probe for TAPE!!!

-Analyze Scenario-

" I'm calling because I qualified for Tax Exemption as a Disabled Veteran" "I spoke to someone in the Tax Dept and they had me upload some documents" " Taxes are due, and I need to know something "

MAGIC Moment- Thank you for your service!

Review Case Notes

Review Comment Codes

-Client Specific-

(Open Task)

“ I received an interim real estate tax bill from a new assessment a few months ago, and just assumed it would be paid through my escrow. I received the letter today, and just wanted to see if that can be paid through my escrow. “

• Delinquent Bill

• Delinquent Supplemental Bill

• Current Supplemental Bill

• Verify Taxes Paid

Answer explanation

Probe for TAPE!!!

- Analyze Scenario -

“ I received an interim real estate tax bill from a new assessment a few months ago, and just assumed it would be paid through my escrow " " I received the letter today, and just wanted to see if that can be paid through my escrow. "

Who did the bill come from? Which TA is this for? How much is it? Are there any late charges? Can the borrower send a copy of the bill? What is the SLA time?

Review Case Notes

Educate the Borrower- Adding a supplemental bill MAY create a shortage.