FirstBank OnBoarding Manual - Flipbook - Page 73
MORTGAGE SERVICING FAQ
No.
Question / Topic
Answer
19)
Where can I internally view borrower
information?
By accessing the (internal use only),
Mortgage Servicing Lookup Tool.
• Loan Type
• Last payment received
• Principal balance
• Escrow balance
• Monthly payment amount
• Due date
Additional Notes
fbkapps01/mortgage/customerquery
20)
Is there a private phone line for
FirstBank employees to use to obtain
borrower information?
There isn’t a private line. Questions
regarding borower accounts should
be directed to:
servicinginfo@firstbankonline.com.
Please include the borrowers name
and loan number in the subject line, to
avoid processing delays.
21)
Is there a direct dial for the Mortgage
Servicing Team?
Borrowers should be encouraged
to self-serve,by using their portal or
contacting Customer Care
at: (855) 354-3471.
If the borrower prefers to speak to a
member of the Mortgage Servicing
Team, the team may be reached at
(833) 808-0400.
For FirstBank / Shellpoint Hotline
“FB internal use only”
(888) 999-4004 / FB2024
Disclaimer: The Mortgage Servicing
Team is not equipped to collect
borrower payments over the phone,
nor are they authorized to access
borrower portals.
72
22)
How to locate the Shellpoint loan
number in Encompass?
Please add field ULDD.X94 to your
pipeline view.
23)
Recast + PMI Terminations
Borrower may complete the Recast
first. The file must then be reviewed
for PMI termination. Recasting the
loan doesn’t automatically qualify
the borrower for automatic PMI
termination.
Onboarding Manual
Confidential. Property of FirstBank. Not for Distribution.
