How to reduce borrower error, password resets, and lost packages
1. When borrowers are required to use separate emails they find the process much less confusing.
Requiring that borrower pairs use separate emails can produce dramatic results. Not only does this greatly reduce confusion for the Borrower it makes it easy for our users and ADMINs to understand what’s gone wrong and where. As a result, Less time is Spent speaking to support or resetting passwords
2. Spell out instructions in a pre-email or the verification as clearly as possible (place them in a different color to emphasize the importance.)
Educating the borrower and emphasizing the process will help keep the user from making simple mistakes that turn into complex issues because of borrower error. Due to privacy and PII laws borrower error can be hard to troubleshoot as we can’t SEE into the borrower’s environment.
3. When discussing the lending process Have the LOs engage and discuss esigning procedures with the borrower explain how it speeds the process along as well as saves time/money for the borrower if done correctly.
If you can get your LOs and originators to explain esigning and how it works in our system Borrowers seem to feel much more comfortable fully exploiting the system. (for example, using the forgot password or user name feature) Most people with a google or Amazon account will be familiar with self-help tools and so willing to use them. Every user who uses the (forgot password or forgot user name link) is a user we don’t have to do it for.
4. Loan submissions from Encompass Consumer Connect websites are submitted as the Borrower. The Co-Borrower will need to be sent an eConsent request or an eDisclosure package to set up their own unique userid using the link. The link contains a “token” that links the loan to the newly created userid. If the Co-Borrower attempts to login using the link sent to the Borrower, it will not work. (This Happens Often)
5. The email address used to setup the Encompass Consumer Connect userid can be different than the email address used in the Encompass loan file. (and often is due to borrower error)
6. The Encompass Consumer Connect userid is tied to the borrower position in the loan file. If borrowers need to be moved to a different borrower position, they should be moved using the Manage Borrowers utility. This can (and often dose) lead to LOs not being able to link docs to the borrowers account. So do not manually delete the data in the loan and re-enter it.
7. Borrowers sometimes share an email address, but they are still required to create individual userid’s for Encompass – Consumer Connect.
8. To avoid confusion when sending out packages to the borrowers, the HTML Email Template should be updated to add Recipient Full Name in the body of the email so the borrowers can easily identify emails sent to them.
9. Ellie Mae are receiving reports that emails ending with the following base domains hotmail.com ; msn.com ; live.com ; aol.com ; comcast.net are not receiving them. They are trying to work with those carriers to find out what the issue might be. They are successfully sending them and receiving receipt messages from those servers but they are not always seeing them in their inboxes.
