Compatibility · Mortgage Lending
Servicing
10 document types. Every file you add to this department is filed against one of them — that filing is what routes a question to the right document instead of searching a pile.
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Borrower payment processing SOPs
Written procedures for how a mortgage servicer receives, applies, and posts borrower payments to loan accounts.
What it’s used for
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Customer service call scripts
A set of written talking points servicing agents follow when handling common borrower phone calls about their mortgage.
What it’s used for
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Default and delinquency procedures
An internal manual telling servicing staff how to handle mortgage loans that fall behind on payments, from first missed payment through foreclosure.
What it’s used for
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Escrow account administration guides
An internal guide explaining how a mortgage servicer sets up, analyzes, and adjusts borrower escrow accounts for taxes and insurance.
What it’s used for
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Escrow analysis procedures
An internal guide for mortgage servicing staff on how to review escrow accounts each year and reset the borrower's monthly payment.
What it’s used for
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Foreclosure referral guidelines
Internal rules telling servicing staff when and how to send a seriously delinquent mortgage loan to a foreclosure attorney.
What it’s used for
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Insurance and tax monitoring procedures
A servicing procedure manual explaining how a mortgage servicer tracks property insurance policies and property tax bills on loans it services.
What it’s used for
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Loss mitigation workflows
A step-by-step guide for how a servicer handles borrowers who fall behind, from first contact through a workout or foreclosure referral.
What it’s used for
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Payoff quote procedures
An internal guide for servicing staff on how to prepare, verify, and issue payoff quotes for mortgage loans.
What it’s used for
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Servicing transfer notifications
A written notice telling a borrower that their mortgage loan servicing is moving from one company to another, and where to send payments.
What it’s used for
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