Escalateto VAQKeyview10 businessdays afterthe accounthas beenclosedwhen the clienthas paid toomuch on a LOC(More than thebalance owed)QuestQuest Loandocumentationservice request toLNDOC (Client willneed to includethe title search aswell)Advise theclient theywill need tocontactHSBCOrder aPay offletterAccountnumber andcurrentaddress listedon the accountALS AMHSfor TranCode 8096,8057 or 8044ALSAMHS"D"Order aPaid inFull Letterstatementhold dueto badaddressThepaydownamount is fortoday (dayof)Instruct the client tomail or fax a copy of thefront and back of thecheck as well as a letterof explanation advisingof the paymentencoding error to theappropriate LoanCenter.TCS FreeForm toLNMAINTInstruct the client to destroyany cards and/or any unusedconvenience checks, In TCS,initiate a Free Form actionitem as follows: In the WorkQueue field, select LNMAINT-ID or LN-MAINT-OH. Adviseclient account will close within5 business daysIf the overpaymentcheck was not mailed,advise the client if theyhave conveniencechecks that they canwrite a check for theamount overpaidAfter reviewing theimage of thecheck in ViewDirect (or CE) useQuest to correctthe encoding errorAdvise theclient to callBank ofAmerica at800-628-6187Discharge/Satisfactionpay off penalty(if applicable)andreconveyancefee (ifapplicable)FALSE. Provided wehave the clients writtenauthorization, we canorder a pay off letter forthe 3rd party, which isdone via Quest Loandocumentation servicerequestComplete Quest Loandocumentation requestto PYADJ work queueto have a stop paymentplaced and anIndemnity Agreementform mailed to theclient.Escalateto VAQKeyview10 businessdays afterthe accounthas beenclosedwhen the clienthas paid toomuch on a LOC(More than thebalance owed)QuestQuest Loandocumentationservice request toLNDOC (Client willneed to includethe title search aswell)Advise theclient theywill need tocontactHSBCOrder aPay offletterAccountnumber andcurrentaddress listedon the accountALS AMHSfor TranCode 8096,8057 or 8044ALSAMHS"D"Order aPaid inFull Letterstatementhold dueto badaddressThepaydownamount is fortoday (dayof)Instruct the client tomail or fax a copy of thefront and back of thecheck as well as a letterof explanation advisingof the paymentencoding error to theappropriate LoanCenter.TCS FreeForm toLNMAINTInstruct the client to destroyany cards and/or any unusedconvenience checks, In TCS,initiate a Free Form actionitem as follows: In the WorkQueue field, select LNMAINT-ID or LN-MAINT-OH. Adviseclient account will close within5 business daysIf the overpaymentcheck was not mailed,advise the client if theyhave conveniencechecks that they canwrite a check for theamount overpaidAfter reviewing theimage of thecheck in ViewDirect (or CE) useQuest to correctthe encoding errorAdvise theclient to callBank ofAmerica at800-628-6187Discharge/Satisfactionpay off penalty(if applicable)andreconveyancefee (ifapplicable)FALSE. Provided wehave the clients writtenauthorization, we canorder a pay off letter forthe 3rd party, which isdone via Quest Loandocumentation servicerequestComplete Quest Loandocumentation requestto PYADJ work queueto have a stop paymentplaced and anIndemnity Agreementform mailed to theclient.

LOC procedures - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Escalate to VAQ
  2. Key view
  3. 10 business days after the account has been closed
  4. when the client has paid too much on a LOC (More than the balance owed)
  5. Quest
  6. Quest Loan documentation service request to LNDOC (Client will need to include the title search as well)
  7. Advise the client they will need to contact HSBC
  8. Order a Pay off letter
  9. Account number and current address listed on the account
  10. ALS AMHS for Tran Code 8096, 8057 or 8044
  11. ALS AMHS "D"
  12. Order a Paid in Full Letter
  13. statement hold due to bad address
  14. The paydown amount is for today (day of)
  15. Instruct the client to mail or fax a copy of the front and back of the check as well as a letter of explanation advising of the payment encoding error to the appropriate Loan Center.
  16. TCS Free Form to LNMAINT
  17. Instruct the client to destroy any cards and/or any unused convenience checks, In TCS, initiate a Free Form action item as follows: In the Work Queue field, select LNMAINT-ID or LN-MAINT-OH. Advise client account will close within 5 business days
  18. If the overpayment check was not mailed, advise the client if they have convenience checks that they can write a check for the amount overpaid
  19. After reviewing the image of the check in View Direct (or CE) use Quest to correct the encoding error
  20. Advise the client to call Bank of America at 800-628-6187
  21. Discharge/Satisfaction
  22. pay off penalty (if applicable) and reconveyance fee (if applicable)
  23. FALSE. Provided we have the clients written authorization, we can order a pay off letter for the 3rd party, which is done via Quest Loan documentation service request
  24. Complete Quest Loan documentation request to PYADJ work queue to have a stop payment placed and an Indemnity Agreement form mailed to the client.