Product Support Procedures (QRGs)
Step by Step Instructions and guides used by the Product Support Team
Servicing Support
- Mark a Loan as Escrow Pay
- Add Loan Transactions and Charges
- Update a Budget: Remove Budget and Replace w/Placeholder
- Add Bank Names to LMS and Add Routing Numbers and Transfer Types to Bank Names
- LMS Error Message – “The Draw amount may have exceeded budget limit…batch aborted”
- Delete Inspection Order
- Delete or Remove Guarantor from Loan
- Borrower Statements - Locate Generate Update
- Turning off Recurring ACH Payments
- Add Budget Line Items to Inspection Company Project
- Adding Bank Account Information - Borrowers and Vendors
- Deleting or Replacing Documents in an Inspection Request
- Adding Fixed Rate Extensions to a Loan on the Terms Tab
- Change Borrower Name on a Loan
- Adding Units to Properties: Legacy and V2
- Add Pay Off Date to Servicing Tab - Paid Off Loans
- Configuration Tables; Review and update State,County,City,Zip
- Merge Organization
- Correct/Update Partial Deed Release (PDR) Amounts
- Correct/Update the Current Maturity Date
- Duplicate Items Showing in the Borrower Portal
- Entities Tab - Remove/Unlink Organization Attached to Contact
- Update Margin & Interest Rate on Servicing Tab
- Exclude Loan from Late Payment Emails and Late Fees
- Update Inspection Percentage on Draws
- Update Original Committed Loan Amount
- Update/Edit Contacts in LMS - Adding Organizations & Business Roles
- Updating and Correcting Property Unit Values
- Merge a Contact
- Updating a Contact Email Address
- Move loan from Servicing Active back to Production
- Active/Requested Draw is missing Draw Approve Button
- Post Interest Reserve Payment, Link Payment to Charge, Update Current IR Balance
Accounting Support
- Update Payoff Flags and Link/Update Payoff Quote to Unit
- Post Loan Payment – Adding Out of Pocket Payments
- Making a Principal Loan Payment
- Correcting CC Payments - Voiding Charges and Reposting Payments
- Changing the amount of a Principal Payment
- Loan Payments - Voiding a Loan Payment
- Update Current Interest Reserve Balance – Servicing Tab
- Update Existing Interest Reserve Payment
- Update 'Expect Pay' and 'Add to Loan Balance' Flags
- Update Purchase Advice Quote – PAQ
- Void Interest Reserve Payment
- Void and Credit Loan Fees and Charges
Audits/Internal Product Support
- Monthly Asana Project Creation: Product Support Project (PS/Dev)
- Monthly Audit of Interest Charges
- Monthly Audit – Borrower Statements
- New Loan Owner, Fund, & LP Portal Set Up
- Creating and Modifying Role Templates in LMS Legacy
- Add/Change Contact Information
- Monthly Audit of Posted Interest Reserve Payments
- Monthly Audit of SOFR Rate Change on Adj Rate Loans
- Monthly Audit of Amendments (Rate Changes & Fees)
- Monthly Audit of WIP Draws and Transactions
- Internal LMS Users – New Employee Onboarding
- How to Proxy
- Correct or Update the Recording Date
- Editing System View Access
- Change User Account Type - Change User from External to Internal/ Internal to External