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					                                            Search                             (866) 945-9872
                                                                             Tell us what you think:
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             This navigational document provides department specific information
          including; hours of operation, contact information, reasons for calling and
          answers to frequently asked questions. Click on the links within the Table
          of Contents on the next page in order to go directly to specific department
         information or you can search for keywords. Click the Search button at the
                 top of any page, then freely type the keyword(s) you wish to find.




Lending Service Center                         1 of 26                                    12/19/2011
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    T able of C ontents
    Accounts Receivable ..........................................................................................................3
    Lock Desk/Secondary Marketing .......................................................................................4
    Lending Customer Support ................................................................................................5
    Lending Training .................................................................................................................6
    Wholesale Client Support ...................................................................................................7
    Appraisal Management .......................................................................................................8
    Conventional Underwriting ................................................................................................9
    Delegated Underwriting .................................................................................................... 10
    Government Underwriting ................................................................................................ 11
    Appraiser Independence .................................................................................................. 12
    Mortgage Insurance Underwriting ................................................................................... 13
    Underwriting Document Submission............................................................................... 14
    Funding..............................................................................................................................15
    Correspondent Acquisitions ............................................................................................ 16
    Document Custody ........................................................................................................... 17
    Document Imaging ............................................................................................................ 18
    Document Retrieval .......................................................................................................... 19
    Final Documents ...............................................................................................................20
    HUD-1 Review - Predatory/TIL Testing ............................................................................ 21
    Post Closing Receiving .................................................................................................... 22
    Resolutions .......................................................................................................................23
    Loan Servicing ..................................................................................................................24
    DocVelocity .......................................................................................................................25
    eClosing.............................................................................................................................26




Lending Service Center                                                2 of 26                                                            12/19/2011
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ACCOUNTS RECEIVABLE                                                                    Back to Table of Contents

The Accounts Receivable department manages outstanding invoices and payments for penalty fees or hard costs
including ELP, TIL restitution, AUS, E&Os, etc.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Toll Free: (800) 945-7700
   Extension: 5050

Reasons for Calling:

        Outstanding Invoices                     Fee Policies                         Penalty Fee Payments

Frequently Asked Questions: Click here to view additional FAQs

Why am I receiving an invoice?       You have been assessed a penalty fee. Contact Accounts Receivable
                                     directly for detailed information about your invoice.

What is my Penalty Fee for?          For a more detailed description of your fee, please reference Doc. #4618
                                     (Brokers) or Doc. #4619 (Correspondent) our Comprehensive List of Fees.

When is payment due on invoices?     All invoices are due within 30 days of receipt. Flagstar has the right to offset
                                     all outstanding invoices.

What is a Loan Originator Holdback   These funds are being withheld to clear outstanding invoices assessed to
Fee listed on my funding             your company. Please have your company’s administrator contact our
breakdown?                           Accounts Receivable department directly for detailed explanation.




Lending Service Center                               3 of 26                                               12/19/2011
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LOCK DESK/SECONDARY MARKETING                                                            Back to Table of Contents

Support for loan registration, rate locks, lock extensions, program guidelines and web site lock and extension
navigation assistance.

Hours of Operation: Monday – Friday, 8:30 a.m. – 8:45 p.m. Eastern

Loantrac Locks/Extensions: 10 a.m. Eastern – Midnight Eastern

Contact Information:

Toll Free: (866) 945-9872                                    Flagstar.Marketing@Flagstar.com
   Option #2: Secondary Marketing                            Fax# (248) 312-5625
      Option #1: Lock or extend an existing loan
      Option #2: Other Customer Service
      Option #3: Hours of Operation

Reasons for Calling:

          Loan Registration                          Rate Lock                              Lock Extension

            Price Quotes                       Interest Rate Changes                Questions on Pricing Updates

        Loantrac Lock Tools                  Loantrac Extension Tools            Pricing Updates after Loan Changes

Frequently Asked Questions: Click here to view additional FAQs

If my loan program changes, is it          Yes, in most cases, program changes are subject to worse case pricing.
subject to worse case pricing?             However, there are some exceptions, such as amortization term changes
                                           that are priced to the same pricing grid which may have updated pricing
                                           adjustments.

Am I able to change the interest rate on   Interest rate changes up to a .25 point will be priced using the original
a locked loan using the original day       day price sheet, changes greater than a .25 are subject to worse case
pricing?                                   pricing.

Can I cancel a loan in process?            Flagstar does not offer lock cancellations, nor do we have an unlock
                                           policy. Any loan locked and not closed will affect lock fallout even if the
                                           loan is cancelled. To cancel your loan please complete and fax Doc.
                                           #3104, Loan Cancellation Form.

        Didn’t find what you were looking for? Check out the following closely related departments…

                                             Lending Customer Support




Lending Service Center                                  4 of 26                                              12/19/2011
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LENDING CUSTOMER SUPPORT                                                                 Back to Table of Contents
The Lending Customer Support Center is dedicated to assisting you with general lending support, technical support
for LOS Imports, Loantrac, Web-Based Closing Documents or Wholesale web site issues and general closing
questions.
Hours of Operation: Monday – Friday, 8:30 a.m. – 8:50 p.m. Eastern

Contact Information:
Toll Free: (866) 945-9872
   Option# 5: Wholesale Customer Support                               WLSC@Flagstar.com
      Option# 1: Web-Based Closing Documents & eClosings               Fax# (888) 836-3665
      Option# 2: Disclosure Compliance (i.e., RESPA)
      Option# 3: Loantrac error codes & AUS issues
      Option# 4: General Support
      Option# 5: Pay Application Fee
      Option# 6: Training
Reasons for Calling:

Registration/AUS or Loantrac Errors           MDIA/RESPA Questions                       LP/DO Sponsorship

WBCD/TIL Predatory Lending Errors              Web Site Login Issues                     Document Uploads

   Broker/Correspondent Sign Up               Training Ticket Referrals              General Product Questions

Frequently Asked Questions: Click here to view additional FAQs

What do I do if I have forgotten my        Click on the Forgot Password link on the home page of the Wholesale
password to the Flagstar Wholesale         web site, enter your login ID and e-mail address to have a system
web site?                                  generated password e-mailed directly to you. The e-mail address must
                                           be the same as the one associated to your login ID.
What is Flagstar’s Mortgagee Clause?       Hazard                                 Title
                                           Flagstar Bank, FSB                     Flagstar Bank, FSB
                                           Its Successors and/or assigns          5151 Corporate Drive
                                           P.O. Box 7026                          Troy, MI 48098
                                           Troy, MI 48007-7026

How do I setup a web site login for my     You must be an Admin to perform this function.
employee?                                  Login to the Wholesale web site, go to the Admin menu and select
                                           Modify Users. Click the Add New User button and complete the required
                                           fields. Customize the user’s access by clicking the View Contact
                                           Details/Resources and add/remove desired attributes (ie. locking loans,
                                           requesting closing documents, etc.) Once the user setup is complete,
                                           they will receive two e-mails, one with the user ID and the other with the
                                           initial password.
What is Flagstar’s Freddie Mac             916903
Seller/Servicer number?
What do I do if I get an error importing   1. Login to the Wholesale web site, go to the Help & Training menu and
a loan or running AUS?                     select Tech Central
                                           2. Click on any of the topics on the left side of the screen and click the
                                           link for the Troubleshooting Guide.

        Didn’t find what you were looking for? Check out the following closely related departments…

     Lending Training          Wholesale Client Support             DocVelocity                     eClosing

Lending Service Center                                  5 of 26                                             12/19/2011
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LENDING TRAINING                                                                       Back to Table of Contents

The Lending Training team conducts live training classes for Flagstar Bank’s wholesale customers.

Hours of Operation: Monday – Friday, 8:30 a.m. – 8 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                   LendingTraining@Flagstar.com

Reasons for Calling:

   Flagstar Technology Training          Flagstar Lending Process Training         Custom Training Requests

Frequently Asked Questions: Click here to view additional FAQs

How do I register to attend a Flagstar     To register for any of our live training sessions, visit
live WebEx training session?               https://flagstar.webex.com and click on the Upcoming tab to view future
                                           sessions.

How do I view recorded training            Login to the Wholesale web site and click on the Help & Training menu.
classes?                                   Click on Wholesale Recorded WebEx Sessions and select the video you
                                           wish to view.

        Didn’t find what you were looking for? Check out the following closely related departments…

                                             Lending Customer Support




Lending Service Center                                 6 of 26                                            12/19/2011
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WHOLESALE CLIENT SUPPORT                                                              Back to Table of Contents

Processing of new & additional correspondent applications.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:
Toll Free: (866) 945-9872                                    WholesaleProcessing@Flagstar.com
   Option# 5: Wholesale Customer Support
      Option# 4: General Application Status Questions
      Option# 5: Pay Application Fee

Reasons for Calling:

         Application Conditions                Licensing Updates                      Branch Additions

         Change of Information                FHA/VA Applications                    Online Applications

         Third Party Approvals            Texas Cash Out Addendum                   Account Reactivations

Frequently Asked Questions: Click here to view additional FAQs

What payment options are available for   Check: Mail to Wholesale Processing, 5151 Corporate Dr. Troy, MI
the $50 application fee?                 48098, Mail Stop: E-900-4.
                                         Credit Card: Call (866) 945-9872, Option# 5, then Option# 5 to facilitate
                                         payment.

Where do I fax my online application     Send all faxes to your Account Executive to ensure proper processing
paperwork and/or any conditions that     through our paperless workflow.
need to be processed?

How do I check the status of my          Online applicants can log into the Wholesale web site and will
application?                             automatically be directed to the status menu where you will see
                                         outstanding and cleared conditions remaining on your application. Your
                                         Account Executive will contact you via e-mail for all other paper
                                         applications.

Who do I contact for Delegated UW or     Please contact the Delegated Underwriting department.
FHA Direct Endorsed approvals?

What are Flagstar’s FHA and VA           FHA: 7127400001
Sponsor ID numbers?                      VA: 74032200001
                                         The case number can be ordered through our Wholesale web site as
                                         long as the loan has not been submitted to underwriting.
How do I order an FHA Case Number?
                                         If you have already submitted the loan to underwriting, complete Flagstar
                                         Doc. #9301 and e-mail to fsgovlend@flagstar.com.
How do I order a VA appraisal, ACE or    You may order your own VA appraisal, ACE or CAIVRS through the VA
CAIVRS through Flagstar?                 portal as long as you have a VA ID Number. If you do not have a VA ID
                                         number, complete Flagstar Doc. #9701 to order a VA appraisal, Doc.
                                         #9719 to order an ACE and/or Doc. #9734 to order CAIVRS.

        Didn’t find what you were looking for? Check out the following closely related departments…

                                           Lending Customer Support




Lending Service Center                                  7 of 26                                            12/19/2011
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APPRAISAL MANAGEMENT                                                                   Back to Table of Contents

This internal support team consists of representatives that can assist on various Appraisal Management Company
(AMC) related calls, appraiser approvals, eligibilty and statuses.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                Appraisal.Review@Flagstar.com (Appraisal Questions)
   Option# 1: Underwriting                               Appraiser.Approval@Flagstar.com (Appraiser Questions)
      Option# 4: Appraisal Review                        Fax# (800) 483-4036

Reasons for Calling:

              AMC Support                      Appraiser Approvals                Appraiser Statuses/Eligibilty

                    LSI                            Old Republic                              NREIS

               PCV/Murcor                           iMortgage                             StreetLinks

Frequently Asked Questions: Click here to view additional FAQs

How does a customer place an order        Be sure to read and answer all of the questions on the Appraisal
for a field review, Final inspection or   Management Order New Appriasal page. This will guide you to the
Multi-unit property?                      appropriate appraisal product. For example, answer “Yes” to “Do you
                                          need a final inspection” to order a final inspection. Keep in mind that a
                                          full multi-unit appraisal includes a comparable rent schedule. A
                                          comparable rent schedule does not need to be ordered separately for 2
                                          to 4-unit properties.
How can I order an appraisal through      Through Loantrac, you can place an appraisal order with any of our
Flagstar?                                 Appraisal Management Companies.
How can I see the status of my            In Loantrac, under the Appraisal Order section, you can view an order
appraisal order?                          placed by selecting View Order/Comments and you can also view all
                                          comments or events that have taken place on the appraisal order.

        Didn’t find what you were looking for? Check out the following closely related departments…

     Conventional Underwriting              Government Underwriting                   Delegated Underwriting

 Mortgage Insurance Underwriting             Appraiser Independence            Underwriting Document Submission




Lending Service Center                                 8 of 26                                            12/19/2011
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CONVENTIONAL UNDERWRITING                                                               Back to Table of Contents

Our conventional underwriting support staff is available to assist you with general underwriting/guideline questions.
Plus, knowledgeable and experienced underwriters who underwrite and clear conditions on conforming loan files.

Hours of Operation: Monday – Friday, 8:30 a.m. – 9 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                 UnderwritingSupport@Flagstar.com
   Option# 1: Underwriting                                Corporate New Loan Submission: (888) 905-2100
      Option# 1: Conventional Support                     Corporate Conditions: (888) 894-0600
                                                          West Coast/South New Loan Submission: (866) 411-3111
                                                          West Coast/South Conditions: (866) 577-3777

Reasons for Calling:

                    Scenario Questions                                        Condition Questions

        Guideline Questions                         Loan Status                           Findings Release

Frequently Asked Questions: Click here to view additional FAQs

How do I change information on a loan      Upload or fax the updated documentation to your underwriter and the
that has already been received in          corrections will be made on your behalf.
underwriting?
What conditions can be handled by the      Click here to view detailed information regarding underwriting support
underwriting support desk?                 desk responsibilities.
How do I get my DU findings released?      Contact underwriting support and any representative can release the
                                           findings on your behalf.
How do I show rental income on an          Go to the Income & Housing Expense screen and add the Net Rent
investment property purchase in the        amount into the Subject Net Cash field.
Loantrac 1003?

How can I extend the document              One or more of your documents is outside the 120 days allowed. Submit
expiration date?                           more recent documents to underwriting and the document expiration
                                           date will be extended.

Why do I have an invalid product?          An invalid product message can be displayed for many reasons. Most
                                           often the data on the main registration page of the online 1003 will be
                                           outside of acceptable parameters for the product that you have selected.

        Didn’t find what you were looking for? Check out the following closely related departments…

     Government Underwriting                  Delegated Underwriting                   Appraisal Management

 Mortgage Insurance Underwriting         Home Valuation Code of Conduct         Underwriting Document Submission




Lending Service Center                                  9 of 26                                             12/19/2011
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DELEGATED UNDERWRITING                                                                Back to Table of Contents

Manages, supports and audits the Delegated Underwriting Business Channel

Hours of Operation: Monday – Friday, 8:30 a.m. – 9 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                  Delegated.Underwriting@Flagstar.com
   Option# 1: Underwriting                                 DelegatedAudits@Flagstar.com
      Option# 3: Delegated Support                         Fax#: (800) 483-7226

Reasons for Calling:

       Loan Data Corrections                      Invalid Product                     Guideline Questions

             E&O Issues                           System Issues                       Appraisal Questions

Frequently Asked Questions: Click here to view additional FAQs

How can I get borrower information        Contact Delegated Underwriting support and a customer service
changed on a loan?                        representative can make the desired changes on your behalf.

Why am I locked out of the loan?          If we have received the closing package or note before the file was
                                          received in underwriting, Delegated Underwriting support will have to
                                          status the loan on your behalf.

How do I fix E&Os associated with data    Change loan status to Bravura Import, update the 1003 information
integrity issues?                         causing the E&O and then clear to close.

        Didn’t find what you were looking for? Check out the following closely related departments…

     Conventional Underwriting              Government Underwriting                  Appraisal Management

 Mortgage Insurance Underwriting         Home Valuation Code of Conduct       Underwriting Document Submission




Lending Service Center                                10 of 26                                           12/19/2011
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GOVERNMENT UNDERWRITING                                                                    Back to Table of Contents

Provide timely, sound underwriting decisions on all FHA and VA mortgage loans.

Hours of Operation:
Government Underwriting Production Staff: 8:30 a.m. – 5 p.m. Local Time
Government Underwriting Support Desk: 8:30 a.m. – 8 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                     GovernmentUW@Flagstar.com
   Option# 1: Underwriting
      Option# 2: Government Support

Reasons for Calling:

     Approval Letter Conditions              Help Selecting Desired Product       Management Assistance with Loans

   Scenario/Guideline Questions                    Findings Release                    Assistance with Conditions

      Status Update Request                FHA Mortgagee Letters/VA Circulars     Generating/Transferring FHA Case#

Frequently Asked Questions: Click here to view additional FAQs

What is the difference between a             Streamline without Appraisal: Current base loan amount is equal to, or
streamline with or without an appraisal?     less than, the base loan amount being refinanced.

                                             Streamline with Appraisal: Current base loan amount exceeds the base
                                             loan amount of loan being refinanced.

How do you calculate the maximum             Login to the Wholesale web site, go to the Seller’s Guide menu and
loan amount for Streamline?                  select 9000 Government Guidelines. Use Doc. #9346 for FHA
                                             Streamline Refinance with Appraisal and Doc. #9347 for FHA Streamline
                                             Refinance without Appraisal.

What conditions can be handled by the        Click here to view detailed information regarding underwriting support
underwriting support desk?                   desk responsibilities.
How do I get my DU findings released?        Contact underwriting support and any representative can release the
                                             findings on your behalf.
Does Flagstar finance borrowers              Yes, Flagstar does allow for no-fico borrowers. ML 08-11 (non-traditional
without credit scores? if so, what are       credit) and Doc. #9013 should be used as a guide when structuring
the requirements for these borrowers?        these deals.
What are Flagstar’s FHA and VA               FHA: 7127400001
Sponsor ID numbers?                          VA: 74032200001
Will Flagstar do a loan in the name of a     Borrower must be on title in order to refinance.
borrower who is not on the original
note?

        Didn’t find what you were looking for? Check out the following closely related departments…

     Conventional Underwriting                   Delegated Underwriting                  Appraisal Management

 Mortgage Insurance Underwriting            Home Valuation Code of Conduct         Underwriting Document Submission




Lending Service Center                                   11 of 26                                              12/19/2011
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APPRAISER INDEPENDENCE                                                                   Back to Table of Contents
Recent Appraiser Independence guideline changes from Fannie Mae, Freddie Mac, FHFA, HUD and others have
changed how appraisals are ordered.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                   Appraisal.Review@Flagstar.com
    Option# 1: Underwriting                                 Fax# (800) 483-4036
       Option# 4: Appraisal Review

Reasons for Calling:

      General HVCC Inquiries               Appraisal Ordering Procedures            HVCC Compliance Inquiries

Frequently Asked Questions: Click here to view additional FAQs
Why can’t I order an appraisal directly?   In accordance with Appraiser Independence guidelines, Flagstar will no
                                           longer accept appraisals that are ordered outside of Loantrac. Appraiser
                                           Independence guidelines place many rules on how an appraisal can be
                                           ordered. In order to ensure that an appraisal is ordered in compliance
                                           with Appraiser Independence guidelines, we will only accept appraisals
                                           ordered through the Loantrac Appraisal Management.
I am a correspondent; can I use my         Though the some Appraiser Independence guidelines offer
own appraiser?                             correspondents the opportunity to order their appraisals independent of
                                           Flagstar, they also lays down a specific set of procedures and
                                           requirements that must be followed when doing so. In order to ensure
                                           that correspondents have the ability to comply with these requirements,
                                           all correspondents that choose to order an appraisal outside of Loantrac,
                                           will first need to be approved by Wholesale Client Support to do so. For
                                           more information on how to be approved see Doc. #3020.
If I order an appraisal through Loantrac   Correspondents: Yes, conventional and FHA loans where your company
will it be under my name?                  is a principal agent. No, for FHA loans where your company is TPO.

                                           Brokers: No, the appraisal will be in Flagstar’s name.
Will Flagstar accept an appraisal          In some circumstances. Certification from the lender that the appraisal
ordered by another lender?                 was ordered in compliance with Appraiser Independence guidelines may
                                           be required. See Doc. #6143 for more details.

Will Flagstar release my appraisal?        Yes. Flagstar will release an appraisal without penalty if the loan has not
                                           been locked, submitted to underwriting or has been denied underwriting.
                                           Contact Underwriting Customer Support to begin the release process.
                                           Refer to Doc. #6143 for additional information.

        Didn’t find what you were looking for? Check out the following closely related departments…

     Conventional Underwriting                Government Underwriting                  Delegated Underwriting

 Mortgage Insurance Underwriting               Appraisal Management              Underwriting Document Submission




Lending Service Center                                 12 of 26                                             12/19/2011
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MORTGAGE INSURANCE UNDERWRITING                                                        Back to Table of Contents

Underwrite and clear conditions on loans with mortgage insurance.

Hours of Operation: Monday – Friday, 8:30 a.m. – 9 p.m. Eastern

Contact Information:

Genworth: GenworthSupport@Flagstar.com
MGIC: MGIC@Flagstar.com

Reasons for Calling:

             Loan Status                       Guideline Questions                     Appraisal Questions

                    Scenario Questions                                       Condition Questions

Frequently Asked Questions: Click here to view additional FAQs

What are the MI company’s policies for    Check with you local MI Rep or check the MI Company’s web site for
declining markets?                        details. For a list of Mortgage Insurance company web site links, login to
                                          the Wholesale web site, go to the Tools menu and select Industry Links.
                                          For Flagstar specific MI requirements, go to Doc. #6102 in the Seller’s
                                          Guide, 6000 UW Guidelines.

What are the maximum ratios allowed       Check with you local MI Rep or check the MI Company’s web site for
by MI companies?                          details. For a list of Mortgage Insurance company web site links, login to
                                          the Wholesale web site, go to the Tools menu and select Industry Links.

How do I contact the underwriter about    You may use the applicable e-mail address above.
my file and/or conditions?

        Didn’t find what you were looking for? Check out the following closely related departments…

     Conventional Underwriting              Government Underwriting                   Delegated Underwriting

      Appraisal Management               Home Valuation Code of Conduct        Underwriting Document Submission




Lending Service Center                                13 of 26                                             12/19/2011
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UNDERWRITING DOCUMENT SUBMISSION                                                       Back to Table of Contents

The Imaging department is responsible for all imaging of documents for underwriting, funding, correspondent
acquisitions and post-closing.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                  WLSC@Flagstar.com
   Option# 5: Wholesale Customer Support
      Option# 3: Loantrac & AUS issues

Reasons for Calling:

How to Upload a Document to Flagstar         Where to Fax a Document                   Imaging Turn Times

      Max File Sizes for Uploads               Uploading Procedures                     Faxing Procedures

Frequently Asked Questions: Click here to view additional FAQs

Has Flagstar received the underwriting    You may check Loantrac to see if the loan status has been updated to
file that I faxed/uploaded?               Imaged Package Received in Underwriting, which indicates that the file
                                          was received and has been queued for underwriting. A Conditions
                                          Received status indicates that conditions were received and have been
                                          queued for underwriting.

How to I submit my appraisal?             Appraisals must be submitted in a PDF format and may not be faxed!
                                          The size of the appraisal determines the manner in which it needs to be
                                          submitted. Right-click on the file & select Properties to check the size.
                                          <10mb: Submit via the Single Document Upload feature in Loantrac –
                                          Paperless File Manager.
                                          >10mb: E-mail to Appraisals@Flagstar.com

What underwriting submission options      Single Document Upload: Upload and label each underwriting document
are available?                            individually. These documents will be available for viewing immediately
                                          after upload, because the indexing process is bypassed.
                                          Multiple Document Upload: Upload multiple underwriting documents in
                                          one file. The multiple document file will not be immediately available for
                                          viewing because they must go through the indexing process since the
                                          documents were not labeled/uploaded individually.
                                          Fax Submission: Loan specific fax submission coversheets are available
                                          by clicking the UW Submission link in Loantrac. Generic fax submission
                                          coversheets are available in the 3000 Forms section of the Seller’s
                                          Guide. Fax submissions will not be immediately available for viewing
                                          because they must go through the indexing process.

        Didn’t find what you were looking for? Check out the following closely related departments…

Conventional Underwriting    Government Underwriting         Delegated Underwriting        Appraisal Management

 Mortgage Insurance Underwriting         Home Valuation Code of Conduct             Lending Customer Support




Lending Service Center                                14 of 26                                            12/19/2011
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FUNDING                                                                                Back to Table of Contents

The Funding department handles customer calls in regards to funding questions, they review pre-funding
documents, approve settlement agents, process wire requests, PMI payments, rescission requests, funding
adjustments and CAD wires.

Hours of Operation: Monday – Friday, 7:45 a.m. – 6:15 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                            Funding@Flagstar.com
   Option# 3: Funding                                Fax# (248) 312-2423 (Pre-Funding Documents)
      Option# 1: General Funding                     Fax# (248) 312-2416 (Settlement Agent Approval Requests)
      Option# 2: Settlement Agent

Reasons for Calling:

    Settlement Agent Approval             Learn About the Funding Process         Assistance Balancing a Wire

            Cancel Funds                  Pre-Funding Document Questions                 Status of Funds

Frequently Asked Questions: Click here to view additional FAQs

Has Flagstar received the required pre-    Flagstar images the pre-funding documents to the loan once they are
funding documents from my settlement       received. Login to the Wholesale web site, go into Loantrac and open the
agent?                                     Paperless File Manager. If the funding documents are imaged, they
                                           have also been queued to be reviewed. Once approved, the loan status
                                           will change to Funding Ready. If there is a discrepancy with the
                                           documentation, this will be noted in the lower-left corner of the Loan
                                           Information screen in Loantrac.
What is the cut-off time for same-day      3 p.m. Eastern
funding requests?

When will my loan fund? (Broker loan)      1. Funds have been ordered. This will change the loan status to Funding
                                           Requested.
                                           2. Pre-funding documents received and approved. This will change the
                                           loan status to Funding Ready.
                                           3. Check/Wire is batched and sent to the Federal Reserve. This will
                                           change the loan status to Funded.

How do I find out if my settlement         Login to the Wholesale web site, go to the Search menu and select
agent, escrow agent or attorney is         Settlement Agent.
approved and if they are not, how do I     Fax Doc. #3676, Settlement Agent, Escrow & Attorney Set-up to get a
get them approved?                         new agent approved.




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CORRESPONDENT ACQUISITIONS                                                            Back to Table of Contents
The core business function of the Correspondent Acquisitions department is to review all closing packages for both
correspondent and table funded loans.

Hours of Operation: Monday – Friday, 8:30 a.m. – 8:50 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                  CADEandO@Flagstar.com
   Option# 4: Post Closing                                 Fax# (866) 728-0178

Reasons for Calling:

     Status of E&O Conditions                    CAD Turn Times                    E&O Condition Clarification

     Status on Loan Submitted            When Will my Loan be Reviewed?            Discuss Conditions Posted

Frequently Asked Questions: Click here to view additional FAQs

What is the status on my loan?            Login to the Wholesale web site, open your loan in Loantrac and click on
                                          View E&Os. This will give you a live view at the current E&Os posted for
                                          any loan.

When will my loan be reviewed?            Login to the Wholesale web site and look at the CAD Loan Purchase
                                          Turn Times in the lower-left corner of the Home Page for Conventional
                                          and Government loans.
I need to discuss conditions posted on    Contact the Correspondent Acquisitions department directly at (866)
my loan.                                  945-9872, Option# 4 to speak with a Customer Service representative.
How can I view the status of E&O          Login to the Wholesale web site, go to Loantrac and click the View E&Os
conditions?                               link.
Who is responsible for paying the         FHA Authorized: Flagstar is responsible.
Upfront MIP on an FHA loan?               FHA Direct Endorsed (DE): The correspondent is responsible.
How do I receive the purchase             Login to the Wholesale web site, got to Loan Information and click the
advice/Funding Breakdown?                 View Funding Breakdown link.

        Didn’t find what you were looking for? Check out the following closely related departments…

         Document Custody                        Final Documents                       Document Retrieval

       Manufactured Homes                          Resolutions                         Document Imaging

         HUD-1 Review – Predatory/TIL Testing                              Post Closing Receiving




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DOCUMENT CUSTODY                                                                          Back to Table of Contents

The Custodial Vault handles the receipt and storage of all Notes and other collateral related documents. It is also
responsible for the review and certification of all pools sold to Agency Investors as well as servicing sale investors.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                    CustodialVaultRequest@Flagstar.com
   Option# 4: Post Closing                                   Fax# (248) 312-6871

Reasons for Calling:

         Note Endorsement                     Trust Signing Guidelines           Power of Attorney Signing Guidelines

Frequently Asked Questions: Click here to view additional FAQs

How should the Note be endorsed?            Pay to the order of, without recourse:
                                            Flagstar Bank, FSB

                                            (Name of company endorsing the note)
                                            (Signature) _____________________
                                            Printed name and Title of the person signing the endorsement

How should a borrower sign when             Refer to Doc. #6126 in the Seller’s Guide, 6000 UW Guidelines.
closing in a trust?
How should a borrower sign when             Refer to Doc. #6130 in the Seller’s Guide, 6000 UW Guidelines.
signing with a Power of Attorney?

        Didn’t find what you were looking for? Check out the following closely related departments…

             Resolutions                           Final Documents                        Document Retrieval

       Manufactured Homes                    Correspondent Acquisitions                    Document Imaging

         HUD-1 Review – Predatory/TIL Testing                                 Post Closing Receiving




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DOCUMENT IMAGING                                                                       Back to Table of Contents

The core business function of the Imaging department is to transform underwriting and post closing documents into
digital images and to tag (index) scanned, faxed or uploaded images with data elements for ease of identification in
Flagstar's Paperless File Manager.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                   WLSC@Flagstar.com
   Option# 4: Post Closing

For Technical Support:
Toll Free: (866) 945-9872
   Option# 5: Wholesale Customer Support
      Option# 4: General Support

Reasons for Calling:

Where can I Upload a Closing Package/E&O Conditions                          Indexing Turn Times

               Turn Time/Status Questions                                  Document Classification

Frequently Asked Questions: Click here to view additional FAQs

What are the current indexing turn        Generally, documents that are uploaded or faxed to Flagstar available
times?                                    same day in the Paperless File Manager/IDM. documents that are
                                          submitted later in the day may not be indexed until the following business
                                          day. Post closing files are not statused as received in Loantrac until they
                                          have been indexed.

Can a document be reclassified?           Imaging may or may not be able to change the document type
                                          depending on what the document is supposed to be indexed as
                                          according to standards established by Flagstar.

Why isn’t my loan reflecting a Closing    Closing Packages are statused as received by an automated process
Package Received status?                  only after the images have been through the indexing process and
                                          released into the Paperless File Manager/IDM and the required data
                                          fields are accurately updated in Loantrac. Do not upload the same file
                                          more than once expecting to get the status changed faster.

        Didn’t find what you were looking for? Check out the following closely related departments…

   Correspondent Acquisitions            HUD-1 Review – Predatory/TIL Testing             Manufactured Homes

       Document Retrieval                       Post Closing Receiving                     Document Custody

            Resolutions                       Lending Customer Support                      Final Documents




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DOCUMENT RETRIEVAL                                                                           Back to Table of Contents

Document Retrieval is responsible for calling on all outstanding errors and omissions on table funded loans found
during the initial review of the closing package. Their attempts to obtain those missing or corrected documents as
                                                                                             st
soon as possible is a vital part of getting loans set up in Servicing before the borrower's 1 payment date.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                    Post-Closing Support: PCCS@Flagstar.com
   Option# 4: Post-Closing                   Audit & Exceptions: ProductionSupport@Flagstar.com
                                             Manufactured Homes: ManufacturedHomes@Flagstar.com
                                             Fax# (866) 798-0068

Reasons for Calling:
   Confirmation that a Condition was Received and is                Outstanding Condition for Documentation that was
                       Acceptable                                                 Already Submitted
        Why are Documents Being Requested?                                 Escrow/Interim Interest Clarification

                   Condition Clarification                                     Return the Right to Cancel

Frequently Asked Questions: Click here to view additional FAQs

What if I don’t have the documentation       Login to the Wholesale web site, go to the Seller’s Guide menu and
that is being requested?                     select 3000 Forms for blank copies of documents.
Can I send the document to the               You may send documents to the borrower as long as they are not date
borrower to have it signed?                  sensitive documents. An example of a date sensitive document in the
                                             Truth in Lending (TIL).
Where should I send outstanding              Upload them directly into the Paperless File Manager, Post Closing
E&Os?                                        Single Document Upload or fax them to (866) 798-0068
Borrower received a new Right to             Sign the Right to Cancel on the I Wish to Cancel line and fax to
Cancel along with a letter explaining        (248) 312-6955 before the Midnight Date on the Right to Cancel form.
that the three day rescission period has
restarted. How does the borrower
rescind?

        Didn’t find what you were looking for? Check out the following closely related departments…

         Document Custody                          Final Documents                               Resolutions

       Manufactured Homes                     Correspondent Acquisitions                     Document Imaging

         HUD-1 Review – Predatory/TIL Testing                                    Post Closing Receiving




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FINAL DOCUMENTS                                                                           Back to Table of Contents
Final Documents handles the receipt, review and exception clearing of all Recorded Mortgage, Final Title Policy
and Recorded Assignments.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                    FinalDocuments@Flagstar.com (Document Submission)
   Option# 4: Post Closing                                   DefectiveFinalDocs@Flagstar.com (Questions)
                                                             Fax# (888) 816-7098

Reasons for Calling:

         Defective Documents                  Monthly Mailer Questions                    Title Lien Issues

                Agent Information Updates                                    Outstanding Documents

Frequently Asked Questions: Click here to view additional FAQs

Does Flagstar accept copies of Final        We will accept copies of the Final Title Policy and Endorsements only.
Documents?                                  Recorded Mortgages and Assignments must be originals or county
                                            certified true copies.

Where do I send my final Documents?         Flagstar Bank, FSB
                                            5151 Corporate Drive
                                            Troy, MI 48098
                                            Mail Stop W-535-1

Why do I have outstanding final             Documents will appear on the CPR report if they have not been received
documents appearing on my CPR?              by Flagstar Bank or have been received but the document has a
                                            deficiency that needs correction.

Can I upload final documents?               The only documents that are eligible for upload are the Final Title Policy
                                            and/or Endorsements. Upload these documents using the Post Closing
                                            Single Document Upload feature in Loantrac’s Paperless File Manager.
At what point does a final document         Final documents are due within 90 days of funding. Any documents not
become overdue?                             received within 90 days of funding are considered overdue.
Why does Flagstar request Short Form        Short Form Title Policies are typically less costly than a Long Form
Title policies?                             Policy. A Short Form Policy can be issued at closing and included in the
                                            closing package, which reduces the amount of outstanding documents.

        Didn’t find what you were looking for? Check out the following closely related departments…

         Document Custody                            Resolutions                          Document Retrieval

       Manufactured Homes                    Correspondent Acquisitions                   Document Imaging

         HUD-1 Review – Predatory/TIL Testing                                 Post Closing Receiving




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HUD-1 REVIEW - PREDATORY/TIL TESTING                                                     Back to Table of Contents
The primary function of the HUD Review department is to review and test all loans for predatory practices and TIL
violations.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                    PCCS@Flagstar.com
   Option# 4: Post Closing

Reasons for Calling:

   Predatory Lending Questions                Cure for Predatory Failure           Explanation of Predatory Failure
      Concession Test Failure                Cure for Concession Failure            Explanation of Concession Fail
          (Refer to CAD)                           (Refer to CAD)                       (Refer to CAD or UW)

Frequently Asked Questions: Click here to view additional FAQs

What predatory lending calculations         Predatory lending calculations are run on all loans at the time documents
could my loan be subject to?                are ordered through Web-Based Closing Documents, at funding and post
                                            closing, as well as all correspondent loans prior to purchase. The
                                            predatory calculator test includes:
                                            • TILA (Federal)
                                            • HOEPA Section 32 (Federal)
                                            • State (varies by state)
                                            • Local (varies by municipality)
                                            • Investor 5% Test

Is a "_____" Fee a finance charge or        Login to the Wholesale web site, go to the Seller’s Guide menu and
not a finance charge?                       select 4000 Procedures/Requirements. Go to Doc. #4607 for list of
                                            APR/Non-APR Fees.

What happens if any tests fail?             Correspondent: The correspondent is responsible for providing restitution
                                            to the borrower in the amount of the failure for any particular test. The
                                            correspondent must then provide Flagstar Bank with a copy of the check,
                                            the letter of explanation to the borrower and copy of the overnight
                                            tracking information before the loan will be cleared for purchase.
                                            Broker: Restitution is made to the borrower by Flagstar in the amount of
                                            the failure for any particular test. A check and a letter of explanation is
                                            sent to the borrower and an invoice is sent to the broker and title
                                            company for the amount of restitution that was made to the borrower.
Who should I contact if I have any          Correspondents: Contact the Correspondent Acquisitions department.
questions?                                  Brokers: Contact Lending Services

        Didn’t find what you were looking for? Check out the following closely related departments…

         Document Custody                          Final Documents                        Document Retrieval

       Manufactured Homes                            Resolutions                          Document Imaging

               Correspondent Acquisitions                                     Post Closing Receiving




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POST CLOSING RECEIVING                                                                  Back to Table of Contents

Post Closing Receiving is responsible for the receipt of paper closing packages and final documents. The primary
goal of this department is to effectively match paper based documentation to its correct loan number and efficiently
move this documentation to the next post closing process.

Hours of Operation: Monday – Friday, 9 a.m. – 5 p.m. Eastern

Contact Information:

Toll Free: (866) 945-9872                                   PCCS@Flagstar.com
   Option# 4: Post Closing

Reasons for Calling:

   Note/Closing Package Received Status Questions                        Late Package Delivery Issues

Frequently Asked Questions: Click here to view additional FAQs

Why were the original closing package     The closing package was uploaded prior to Flagstar receiving the original
or documents returned?                    documents. Once closing packages are uploaded, the originator is
                                          required to be the custodian of those documents.

Where are the documents that were         Check carrier web site for verification of delivery to Troy Corporate
delivered to Flagstar?                    headquarters by using the tracking number.

        Didn’t find what you were looking for? Check out the following closely related departments…

         Document Custody                        Final Documents                        Document Retrieval

       Manufactured Homes                           Resolutions                          Document Imaging

         HUD-1 Review – Predatory/TIL Testing                             Correspondent Acquisitions




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RESOLUTIONS                                                                            Back to Table of Contents
The core business function of the Resolutions department is to clear all outstanding errors and omissions for loans
in a Collateral Deficiency, Non Agency Shipping Problem or Non Agency Shipping Ready status.

Hours of Operation: Monday – Friday, 8:30 a.m. – 5 p.m. Eastern

Contact Information:                                        Key Personnel:
Toll Free: (866) 945-9872                                   Manager: Laurie Werle, Ext. 5666
   Option# 4: Post Closing                                  Ashley Robertson, Ext. 6738
                                                            Cathleen Birli, Ext. 5591
Resolutions@Flagstar.com                                    Georgia Anthony, Ext. 5139
                                                            Inge Kroft, Ext. 6382
                                                            Kia Cohen, Ext. 5743
                                                            Shelley Foster, Ext. 5636
                                                            Sue Jerzykowski, Ext. 6517
                                                            Tiffany Pugh, Ext. 6404

Reasons for Calling:

           E&O Condition Clarification/Review                                   E&O Turn Times

Frequently Asked Questions: Click here to view additional FAQs

How long before an E&O is typically        24 hours from the time the document is received.
cleared?
How can I see the loans in a problem       Login to the Wholesale web site, go to the Reports menu and select
status?                                    Customer Profile Report (CPR). Scroll down to the Post Closing section
                                           to view the Funded with E&O report.
Why did we get an invoice for E&O or       Review our fee policy in Doc. #4618, Comprehensive List of Fees –
late government insuring fee?              Broker or Doc. #4619, Comprehensive List of Fees – Correspondent.
How do I submit documentation to clear     Access the loan in Loantrac, go to the Paperless File Manager and
an E&O?                                    select Post-Closing Single Document Upload or Post-Closing Multiple
                                           Document Upload (if you have multiple conditions on a single loan).

I submitted an E&O condition today,        E&Os that are cleared today will be removed from the report the next
why is the E&O still showing on the        day.
report?

Who do I contact for loans that are in a   Contact the Post Closing support desk by calling (866) 945-9872,
Shipping Ready, Note & Post Closing        Option# 4.
Problem or Post Closing Problem
status?

        Didn’t find what you were looking for? Check out the following closely related departments…

        Document Custody                         Final Documents                        Document Retrieval

       Manufactured Homes                   Correspondent Acquisitions                  Document Imaging

         HUD-1 Review – Predatory/TIL Testing                                Post Closing Receiving




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LOAN SERVICING                                                                         Back to Table of Contents
The Loan Servicing department is responsible for managing loans serviced by Flagstar including payment
processing, escrows, payoff requests, taxes, hazard insurance and default services.

Hours of Operation: Monday – Friday, 7:30 a.m. – 8 p.m., Saturday: 7:30 a.m. – 4 p.m. Eastern

Contact Information:

Toll Free: (800) 968-7700

Reasons for Calling:

          Payment Options                      Payment Processing                   Escrow Account Questions

         Payoff Information               Hazard Insurance/Tax Questions           Loan Modification Requests

Frequently Asked Questions: Click here to view additional FAQs

Can a borrower make a payment online      Pay Online: Go to Flagstar.com and click the Sign Up for MyLoans link to
and/or setup automatic debits?            signup for MyLoans access. Once you have registered, input your
                                          username and password, select MyLoans from the dropdown menu and
                                          click Go. Click the Pay Now option in order to schedule an online
                                          payment.
                                          Setup Automatic Debits: Call (800) 968-7700 to request a Automatic
                                          Debit package.
What mortgage payment options are         The following payment options are available to customers enrolled in the
available?                                auto-debit program…
                                          Weekly: A payment will be debited in four installments. The payment will
                                          be applied in full after the fourth payment has been received.
                                          Twice Monthly: A payment will be debited twice per month resulting in 12
                                          monthly payments annually.
                                          Bi-Weekly: A payment will be debited every 14 days. This selection will
                                          result in an additional principal once per year.

How can I have my loan re-amortized       Flagstar will modify conventional loans active with Flagstar Bank.
or re-cast after making a large payment   Government, Jumbo and Option Steady and Power ARMs are not
to my principal balance?                  eligible. Submit the following items to initiate your request
                                          • Signed letter requesting loan modification
                                          • Certified (cashier’s) check for the Principal curtailment
                                          • Separate for the fee of $200

                                          Send all items to the following address in order to receive a Loan
                                          Modification package:
                                             Flagstar Bank
                                             Attention: Special Services, Mail stop: E-165-3
                                             5151 Corporate Drive
                                             Troy, MI 48098
Where does a borrower send their          Refer to First Payment Letter, Doc. #3635.
mortgage payment?
What are the requirements for             Refer to Subordination Requirements, Doc. #4637.
submitting a subordination request?
How can I obtain a payoff on an           Refer to Payoff Statement Requests, Doc. #4632.
existing borrower’s loan?


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DOCVELOCITY                                                                              Back to Table of Contents
A web-based office that helps any broker, correspondent or lender process loans from origination to long-term
storage with a paperless file instead of a paper file.

Hours of Operation: Monday – Friday, 8 a.m. – 6:30 p.m., On-Call Support Hours: 6:30 p.m. – 8 p.m. Eastern

Contact Information:

Toll Free: (877) DOC-VELO (877-362-8356)              Free Demonstration of DocVelocity: Request Form
www.DocVelocity.com                                   Product Inquiries/Sales Support: Sales@DocVelocity.com
                                                      Customer Support: Support@DocVelocity.com
                                                      Training Questions: Training@DocVelocity.com
                                                      Click here for Live & Recorded Training

Reasons for Calling:

               Training                           Pricing Information                     Delivery Questions

       Product Demonstration                   Retention Requirements                       Workflow Setup

Frequently Asked Questions: Click here to view additional FAQs

How much does DocVelocity cost?             DocVelocity's services are available in low-cost monthly subscriptions
                                            that typically average at approximately $20 - $25 per loan, depending on
                                            volume. This cost is typically offset by paperless related savings. To view
                                            additional pricing details or for a cost savings analysis, please
                                            contact the DocVelocity team at Sales@DocVelocity.com
Am I legally allowed to store imaged        Yes. All 50 states comply with federal E-SIGN law, which states that a
copies instead of paper?                    document cannot be rejected from a legal standpoint simply for being in
                                            electronic form. In addition, each state has adopted additional support for
                                            electronic documents and signatures.
                                  rd
What underwriters, lenders and 3            DocVelocity supports delivery to any recipient. Once in DocVelocity, you
parties can I deliver to via DocVelocity?   can click and drag the documents you want to send into any custom
                                                                                rd
                                            stacking order. Most investors and 3 parties support electronic delivery,
                                            and for those that don’t you can export a copy to print and ship.

        Didn’t find what you were looking for? Check out the following closely related departments…

                                                       eClosing




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ECLOSING                                                                                  Back to Table of Contents

eClosings are a closing option within Web Based Closing Docs (WBCD) allowing borrowers to electronically sign
closing documents. Users of this option must complete the Online HUD process when ordering the document
packages. eClosings are supported by the Wholesale Lending Service Center (WLSC).

Hours of Operation: Monday – Friday, 8:30 a.m. – 8:50 p.m. Eastern

   Corporate Technical agents: 8:30 a.m. – 6:00 p.m. Eastern
   Corporate Lending agents: 8:30 a.m. – 5:00 p.m. Eastern
   WCOC Tech and Lending agents: 8:30 a.m. – 6:00 p.m. Pacific

Contact Information:

Toll Free: (866) 945-9872                                      For Training and Marketing Materials, please visit:
Option #5: Wholesale Customer Support                          Broker: Paperless.Flagstar.com/Broker
Paperless.Flagstar.com                                         Correspondent: Paperless.Flagstar.com/Correspondent
                                                               Settlement Agent: Paperless.Flagstar.com/Title

Reasons for Calling:

   eClose Technical Questions             Originator/Settlement Agent Registration       eClose Training Questions

Frequently Asked Questions: Click here to view additional FAQs

What does the closing agent do if they       The closing agent must contact the loan originator or WLSC to redraw
need a paper package?                        the package as paper. The agent must not print the eNote and sign it
                                             with ink. The eNote is not valid with ink signature(s).

How does the settlement agent become         The settlement agent must register to use the Fiserv eLending closing
registered to conduct eClosings?             platform or be a subscriber to Stewart’s SureClose system. To register
                                             with Fiserv, have the agent follow the Getting Started guide located at
                                             Paperless.Flagstar.com/Title
How does a correspondent or broker           The customer should email BrokerDelegatee@Flagstar.com in order to
closing in their own name register with      obtain the forms that are needed. Return the forms to
the MERS eRegistry?                          BrokerDelegatee@flagstar.com. Allow 5-7 business days for processing.
                                             For forms and more information on the MERS eRegistry, visit
                                             Paperless.Flagstar.com

        Didn’t find what you were looking for? Check out the following closely related departments…

             DocVelocity                       Lending Customer Support                    Lending Training




Lending Service Center                                   26 of 26                                             12/19/2011

				
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