Comment Codes Why do we log accounts? As you know, logging comments on the customer accounts is very important to us in this industry. This information is vital to answer questions, taking supervisor calls, and any request for research that must be performed on an account. We must be able to explain “briefly” what the call was about just by the comments on the loan. Comment Codes Are you logging your calls properly? Ask yourself this…? Do you add comments to your tasks and SER1? Just by your comments, do you know who called ? Tips Here are some tips to keep in mind when logging the customer loan. If the customer’s call is brief and just specific to one subject matter, then a simple comment code will work. However, we should always capture who is calling. Add additional comments when: explaining details of a problem on an account research is needed when a task is opened you feel the customer may call back regarding the same issue. More Tips Get into the habit of logging all account with the name of the caller. Even if the account only has one borrower listed. Avoid using word for word comments. Summarize the call, and provide only the important facts! Logging a Customer’s call The best way to log an account would be specific to which borrower called. Please list the borrower’s name within your comments for each call. You have the option of using “First Name only”, “Full Name”, or you may use “Mr. Smith or Ms. Smith”. Example The loan is listed as Jane Smith and John Smith. Jane called, to confirm if their latest payment was received? How would you log this call? Answer Log code CSPYRC Log code Description VERIFICATION PAYMENT RECEIVED Jane Smith called regarding the March payment. In this example, we are clear about which of the two borrower's called and what the call was about. Third Party Sometimes we will have insurance agents, title companies, and attorney’s calling on a customer account. This information is very vital to us and we should document who is requesting information on our customer’s account. When a third party calls please be sure to capture the following information from the caller. The “Full Name” of the caller, Company Name, and Contact Phone number, this information should be entered with one of the comment code. Example Beth Lewis from ABC Title Company called and requested a payoff statement on Jane and John Smith’s account. How would you log this call? Answer Log code POR Log code Description PAYOFF-REQUEST FOR STATEMENT Beth Lewis/ABC Title Co/ 904-555-1212 In this example, we are clear about who called on the Smith’s account. Tip: Some phone numbers may be listed on your phone display. Unauthorized Callers We should always capture who is calling! Even if it’s the customer’s neighbor. However, a first name and a relationship to the caller should be sufficient. Examples: Bob/Neighbor George/Jane’s uncle Susan/ John’s mother Don’t take the details for granted. When the customer provides facts to a problems like: a check numbers on a missing payment, or a missing western union control number. Summary All comments should include the callers name. Third Party calls - Name, Company Name, Phone Number Avoid word for word comments. Just the facts! Listen for the problems and note them!!! If research is needed comments should be placed on the account.
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