FirstBank OnBoarding Manual - Flipbook - Page 81
MORTGAGE SERVICING FAQ
No.
80
Question / Topic
Answer
44)
Escrow Removal Inquiries
Borrower may send written
requests to:
• FirstBank c/o Shellpoint
Mortgage Servicing
PO BOX 10826
Greenville, SC 29603-0826
45)
Refinance
Direct the borrower to dial our internal
team for support at (800) 200-6462
46)
Website Access Internationally
There are no restrictions on who can
view the public site.
47)
Credit Reporting Waiver
There is not a blanket credit reporting
waiver. All inquiries are reviewed on a
case-by-case basis. Submit inquires to
Insights via Correspondence Tracking.
Onboarding Manual
Additional Notes
Borrowers may also request through
their online portal. To make your
request online:
• Sign in to your online account.
• Click Account Details
• Go to your dashboard.
• Click on Help
• Click on Contact Us
• Choose Escrow Payment or Analysis
from the available options under
What is your question about?
• In the Details field, provide
a detailed description of why you
want us to remove your escrow
account
• Click Submit. We will review your
request considering your mortgage
agreement and all applicable
regulations, and we will respond to
you within 30 days.
• Note: For some loans, an escrow
account is required and cannot be
removed.
SLS offered a one-time courtesy
waiver, Shellpoint does not.
• Correspondence Type: Request for
Information
• Operational Area: Homeowner
Escalations
• Request Type: Choose One.
• Credit Reporting
• Other
• Payoff Issues
• Priority: Case-by-Case. You decide.
Confidential. Property of FirstBank. Not for Distribution.
