Rechecks for NFR

Good Morning to all Reps:

Unfortunately, rechecks are on the rise again. This was escalated by the client this morning. Most of you are doing the job correctly without any rechecks, so this will be a review for you. If you received a recheck this week for NFR, you need to focus on the bullet points below. We need to address these issues immediately to avoid losing the business.

• Mis-reporting on occupancy status. Unless the inspection is a bankruptcy, you need to get out of your car and be sure the house is occupied or vacant. At least 2 occupancy indicators must be photographed. If the client feels that the two occupancy indicators furnished are questionable, they may ask for a third. This is at the client’s discretion, not mine.

• Failure to attempt to make contact on contact inspections. Need photo of door card on door or make comment that door card was handed to occupant.

• Failure to complete interior ordered inspections. If the preservation crew can get in, then we should be able to get in. If you cannot gain access at an interior ordered property, you must call PNA from the property.

• FTV postings must be posted and photographed. If the inspections change clients or lenders, then it will START OVER AS FTV for this client/lender even if it has sat vacant for months. MAKE SURE YOU ARE USING THE CORRECT CLIENTS FORMS. ALL FORMS ARE CLIENT SPECIFIC. Wells Fargo FTV stickers ARE COLOR CODED. The NFR Wells Fargo FTV sticker is NOT Brown. It is black and white and found on the Resources tab of IspectorADE. I sent out as many of these stickers that they sent out, but it was not enough. I will order more of these stickers next month. If you run out print the ones on IA.

• FINANCIAL FREEDOM is not WELLS FARGO HOME MORTGAGE is not WELLS FARGO FINANCE. If another client/lender has a form posted at a property, then remove it and post the correct one. Never remove a winterization sticker.

• Lender-Financial Freedom Senior is a reverse mortgage. Reverse mortgages sometimes appear to be occupied, but they are not. The clients want to know if the home owner is occupying the property as a condition of the mortgage agreement. If they are deceased or in a home or staying with a relative elsewhere, then the client wants to know. If it is occupied by a relative, the client wants to know.

We have two main functions for completing inspections for all clients. 1. Verify occupancy (must be 100% certain if occupied or vacant) 2. Verify Condition (damages must be reported and photographed). If you are sent a recheck, you have 24 hours to complete the inspection. If you are found to be at fault (incorrect on original report), then you will not be paid. If you are not at fault(original report was correct) then you will be paid for the additional trip. If you cannot complete the recheck within 24 hours, you must notify Sarah, so she can notify the client.

#nfr