FirstBank OnBoarding Manual - Flipbook - Page 89
MORTGAGE SERVICING FAQ
No.
65)
Question / Topic
Capacity (Sunsetting)
Message from Lee Townsend (Director
of Mortgage Banking) on 08/26/2024
@11:24AM.
Answer
Please cease using the email address
mtgsupport@firstbank-mortgage.
capacityemail.com, and use
mtgsupport@firstbankonline.com
for mortgage support & scenario
questions.
The same goes for the lock desk…
please discontinue sending emails
to lock-desk@firstbank-mortgage.
capacityemail.com, and send them
directly to lockdesk@firstbankonline.
com.
Any issues can go directly to the
source, however when Support
tickets come into mtgsupport@
firstbankonline.com they will be
directed per the graphic below.
All scenario questions should be sent
to mtgsupport@firstbankonline.com,
for UW assignment and tracking.
Additional Notes
LOCK DESK
lockdesk@firstbankonline.com
Owner: Justin Wilson
Support Actions: Loan Level Lock
support, Optimal Blue
SCENARIO DESK
Underwriter Rotation
Owner: Ryan Fay
Support Actions: Individual Loan
Scenario questions
SM–COMPENSAFE
compensafe@firstbankonline.com
Owner: Kathy Broadhead
Support Actions: Incentive calculation
or pay date related
FRAUD FBM
fraudfbm@firstbankonline.com
Owner: Bonita Greene
Support Actions: Loan
MORTGAGE PRODUCTS
mortgageproducts
@firstbankonline.com
Owner: Robert Ferenc
Support Actions: Product, Investor,
MI, DPA Programs
MORTGAGE SUPPORT
mtgsupport@firstbankonline.com
Owner: Carol Wilbanks
Support Actions: Blend, Lodestar,
CoreLogic, Xactus, Reggora,
BluePrint, Service Link, Equifax (The
Wok Number)
Encompass (basic info): Navigation,
eFolder support, Automated emails
HR related questions to Louise Collins,
Condo questions to Natalie Cedeno
Loan Restructure to Sales Manager
Ticketing system: ITTSY
ENCOMPASS
encompass@firstbankonline.com
Owner: Matt Wohler
Support Actions: ENC specific
question and requests
88
Onboarding Manual
Confidential. Property of FirstBank. Not for Distribution.
