FirstBank OnBoarding Manual - Flipbook - Page 85
MORTGAGE SERVICING FAQ
No.
56)
Question / Topic
Call Recording Requests
Answer
Additional Notes
Requests should be submitted through
Insight’s Correspondence Tracker.
• Correspondence Type: Request for
Information
• Operational Area: Customer
Service
• Request Type: Choose one
• Call Notation
• General Question
• Inbound Call
• Other
• Outbound Call Needed.
• Priority: Case-by-case basis. You
decide.
57)
Loan Transfers
• ACH Set Up
• Data Reconciliaton
• New Board
• New De-Board
• Trailing Payment
• Other
Requests should be submitted through
Insight’s Correspondence Tracker.
• Correspondence Type: Request for
Information
• Operational Area: Customer Service
• Request Type: Choose one
• ACH Set Up
• Data Reconciliaton
• New Board
• New De-Board
• Trailing Payment
• Other
• Priority: Case-by-case basis. You
decide.
58)
84
Newrez Password Configuration
Onboarding Manual
• How many previous passwords
are remembered? 24 previous
passwords
• How many days before password
expires? 90-day expiration.
• What is minimum password length?
8 characters (to be changed to 12
by end of ’24)
• What are password complexity
requirements? Require at least one
uppercase, one lowercase, one
numeric, and one special character,
plus blacklisting controls to precent
creation of commonly used and
easily guessed passwords.
• How many login attempts before
lockout? 5 unsuccessful attempts
• What is lockout duration (example,
15 min, admin unlock required,
etc.)? 1440 minutes / 24 hours
or unlocked by contacting the
Shellpoint Help Desk.
Confidential. Property of FirstBank. Not for Distribution.
