NMLS Quality Guide

NMLS Quality Guide

Table of Contents

Account Verification ....................................................... 1 Email Verification ........................................................... 1 Offering Resource Center ............................................... 1 Reviewing the Record..................................................... 2 RAP and CHRI .................................................................. 3 Transfer Numbers........................................................... 4 Important Numbers to Know ......................................... 4 Dial out ........................................................................... 4 MCR – RMLA Equations .................................................. 5 Helpful Information ........................................................ 6 Ghost Call Protocol ......................................................... 6 Every Call Checklist ......................................................... 7

Account Verification

Individual Accounts: • Last 4 of SSN

• Month and Day of DOB • Recovery Email – ONLY if needing to update o Before updating the recovery email, if the user has alternate recovery methods, they must attempt those first

Company, Institution and Surety Accounts • Caller must be listed as an AA or OU • Last 4 of EIN

• Phone Number – Can verify either the Recovery Phone Number or Phone number listed in the Account Profile • Email Address - Can verify either the Recovery Email Address, Alternate Recovery Email Address or the Email Address in Account Profile Email Verification • “That is close to what we have on file but the domain is not, Do you know if it is supposed to end with something else?” • “Could it be a previous employer’s email?” • “Do you have any personal emails?” • “You got the first part right but the domain is different” • “That’s the right domain but the first part is in a different format” • "Could it be a compliance officer’s email from a current or previous employer?” Quick Guide and RC Offer: ***You must help with the issue, do NOT offer the Resource Center as an alternative to assisting the user on the call We do have quick guides and information on our Resource Center, I can show you We do have the checklists that go over requirements for your license request/amendments/surrender on our Resource Center that I can show you

Reviewing the Record

Individual

• Dashboard (State) • Issue Specific Tab • License / Registration List

Company (State) • Dashboard

• Issue Specific Tab • License / Registration List ** Remember to advise of any License Items on the account

Institution and Individual (Federal) • Federal Registration List

Do NOT provide details of CHRI or RAP anywhere on your case or in chat. If you need assistance, in chat ask for a TL to PM you. STOP - Stop the caller from continuing to discuss personal information regarding RAP or CHRI and continue with the call DROP - Educate the caller about CHRI and the need to not disclose information. - You can still assist with call ROLL - Send the call information to the TM on duty within 15 minutes -Tag CHRI into case -Change account and contact to Anonymous Job Aid: Criminal History (CHRI) Process CHRI & RAP (Criminal History Record and Records of Arrest)

Transfers and Important Numbers

State 3053008 Federal 3053009 UAAR: 3053007

MCR: 3053005 MSB: 3053006 Surety: 3053010 Tier 2/Escalation: 3053013

Special Accommodations 877-416-6657 Trans Union 888-412-0863 NIPR 855-674-6477 RUG 800-699-0911 – ONLY PROVIDE TO REGULATORS

Prometric: 1-877-671-6657 Fieldprint: 1-877-614-4361 SES: 800-269-6189

Dial Out – If you ever have to do a call back in Avaya you will put 91 – then the phone number to include the area code. Ex: 91888-999-4444 ** You only do call backs with permission from your Team Lead

MCR RMLA

State Specific Information – First Question "Are you a broker?" Second Question "Do you do Reverse Mortgages?" If they are a Broker and Do Not do Reverse Mortgages make sure the following lines equal: AC070 = AC190 = AC290 = AC390 = AC590 If they are still having issues with it not matching then confirm AC066 matches AC090 ------------------------------------------------------------------------------------------------------------------------ If they are a Broker and Do Reverse Mortgages make sure the following Forward Mortgage lines equal: AC190 = AC290 = AC390 = AC590 Make sure that the following Reverse Mortgage lines equal each other: AC790 = AC890 Then confirm that the following match: AC070 = AC900 Only the Count needs to be here. = AC990 If they all match make sure the totals in Section I - MLO(s) match AC070. If they are still having issues with it not matching then confirm AC066 matches AC090. ------------------------------------------------------------------------------------------------------------------------- Company Level Information - Lines of Credit ask "Do you have any lines of credit?" If no just hit next. Loans Serviced - Nationwide Totals ask "Do you perform any servicing?" If no then No Activity to Report. ------------------------------------------------------------------------------------------------------------------------- Brokered: They took the loan but did not fund the loan. Retail: They took the loan and funded. Wholesale: They did not take the loan but did fund the loan. = AC990 If they all match make sure the totals in Section I - MLO(s) match AC070. An MCR filing remains on the Mortgage Call Report screen for two years from the period end date and can be amended during that time frame. ** This is only Section 1 of the MCR; If the user needs assistance with the other sections, refer to the MCR Field Definitions and MCR user guide on the Resource Center = AC900 Only the Count needs to be here.

Talking Points

Password Reset: Check Junk and Spam Copy and Paste Requirements/Instructions are listed in the Email sent Hold: Explain why the hold is necessary Ask Permission Provide Specific Time Frame (No more than 3 minutes)

Refresh back every 3 minutes Thank the caller for holding Transfer: Fully resolve any and ALL other issues able to handle Advise caller of reason for transfer Document in Salesforce Educate caller on: - Case Number - Possible additional hold time - Need to re – verify Offer additional Assistance and close the call Ghost Call: Repeat twice: “Caller if you can hear me I cannot hear you, please hang up and give us a call back at 855-665-7123” State once before disconnecting “Caller if you can hear me I cannot hear you, please hang up and give us a call back at 855-665-7123. I apologize for the inconvenience but the call will be disconnected at this time. Thank you for calling NMLS”

Every Call Checklist

Did you:

Answer the call within 5 seconds Use proper greeting Fully verify Review the full record Offer to show the user the Resource Center If entitlement ask why logging in & offer help with that If state call advise of license items If doing a filing advise to ensure full filing is accurate Offer additional help Close call with correct closing