FirstBank OnBoarding Manual - Flipbook - Page 77
MORTGAGE SERVICING FAQ
No.
Question / Topic
Answer
33)
Additional Notes
Open a new ticket?
• Access Insights
• Select Correspondence
• Select New Ticket
• Complete New Ticket Form
• Select the Correspondence,
Operational Area, Request
Type and Priority that suits
your needs.
...Continued
Follow up on tickets?
• Access Insights
• Select Correspondence
• Select Client Worklist
• Select Choose Type of
Correspondence
(Active or Closed)
• Locate Ticket, read status
update.
Loan Level Reviews?
• Access Insights
• Select search options:
• Loan ID (Default)
• Name
• Street
• City
• State
• Zip Code
34)
Complaints
Requests should be submitted
through Insight’s Correspondence
Tracker.
• Correspondence Type: Loan
Level Review
• Operational Area: Compliance
• Request Type: Complaint Reporting
• Priority: High
35)
Mers
Sub Servicer ORG ID: 1007544
• 05/01/2024: Mers ORG ID changed
from 1003225 (SLS) to 1017504
(Interim for Shellpoint)
• 07/01/2024: Mers ORG ID
changed from 1017504 to 1007544,
(Permanent for Shellpoint.)
• 07/01/2024: (TFS 23870) The
programing/coding for GA Housing,
THDA and LSC were updated to
exclude adding a subservicer in the
subservicer field in Mers. There were
no changes for Alabama Housing
since they are manually boarded to
the subservicer for interim servicing,
by the Post Closing team, if the
loans have not been purchased by
Alabama Housing within 15 days.
Contacts:
• ICE Integration:
icemortgagetechnology.com/
services/implementation
• Mers Help:
icemortgagetechnology.com/
explore/mers-support
• Mers Rep: Liz.Barnicle@ice.com
303-319-5371
76
Onboarding Manual
Confidential. Property of FirstBank. Not for Distribution.
