FirstBank OnBoarding Manual - Flipbook - Page 64
MORTGAGE SERVICING FAQ
No.
1)
Question / Topic
Shellpoint Customer Care
Shellpoint has assigned a FirstBank
designted team within Shellpoint, to
manage Firstbank customers. The
Shellpoint team is trained to provide
them with the FirstBank Community
Banking experience.
Answer
• Phone:
• 1-855-354-3471
• Hours:
• Monday–Friday: 8AM–9PM EDT
• Saturday: 10AM–2PM EDT
Additional Notes
It is important for the borrower’s
to stay on the line and complete
the veification process to ensure
appropriate call routing.
• HOT LINE (Internal Use ONLY)
• 1-888-999-4004 / FB 2024
To ensure our borrowers are directed
to the our designated team, they
MUST complete the verification
process by providing their full names,
as it appears on their accounts,
mailling or property address and one
of the three items: the last four of
their social, payment amount, or date
of last payment.
If the borrower can’t or won’t
complete the verification process,
then the Customer Care Agent will
inform the borrower that they will be
required to call back when they are
able to do so.
2)
Website (Borrower Portal)
Borrowers website:
https://www.firstbankservicing.com/
Once registered, there is a wealth of
useful information for the borrowers to
leverage, including and not limited to:
•
•
•
•
63
Mortgage Statements
1098's
Escrow Analysis
Account Information
3)
Mailing Address (Correspondence)
FirstBank C/O
Shellpoint Mortgage Servicing
PO BOX 10826, Greenville, SC 29603
4)
Mailing Address (Payment)
FirstBank C/O
Shellpoint Mortgage Servicing
PO BOX 650840, Dallas TX 75265-0840
Onboarding Manual
Confidential. Property of FirstBank. Not for Distribution.
