Introduction

Alerts are essential for staying informed about critical events in loan management.

They enhance communication and enable proactive actions.

Note: An Alert should be created on accounts where customers report Bankruptcy, Fraud and Deceased 

Step 1 – Getting Started

Log in to Loan Pro and select the customer’s account.

Step 2 – Navigating to Alerts

Go to the “Servicing” tab on the customer’s account.

Step 3 – Accessing Alerts

Within the “Servicing” tab, locate and select the “Notes/Alerts” option.

Under the loan heading, choose “Loan Alert.”

Step 4 – Creating a New Alert

Select “Empty” to create a new alert.

Step 5 – Adding Alert Details

In the provided box, type in the alert notes.

Be clear and concise in describing the purpose or context of the alert.

Step 6 – Saving the Alert

Select “Save” to store the newly created alert.

Note: An Alert should be created on accounts where customers report Bankruptcy, Fraud and Deceased 

Introduction

A promise allows you to record a commitment from a customer to make a payment on a specified date.

Step 1: Getting Started

Log in to Loan Pro and select the customer’s account.

Step 2: Navigating to Promises

Go to the “Servicing” tab on the customer’s account.

Step 3: Accessing Promises

Within the “Servicing” tab, locate and select the “Promises” option.

Step 4: Adding a Promise

Click on the “Add” button to initiate the promise creation process.

Step 5: Setting Promise Details

Subject: Always set the subject as “Promise to Pay” or use “P2P” for short.

Type: Ensure the type is selected as “Insurance.”

Due Date: Specify the date on which the customer will be making the payment.

Step 6: Adding Notes

Add clear and brief notes to the notation section to provide additional context or details related to the promise.

Step 7: Review and Confirmation

Double-check all the details entered to ensure accuracy.

If everything is correct, proceed to the next step.

Step 8: Saving the Promise

Click on “Save” to save the promise to the customer’s account.

Conclusion

Creating promises in Loan Pro is a simple and essential step in managing customer payments.

This process helps maintain clear communication and record-keeping for both you and the customer.

Introduction

Adjusting due dates ensures flexibility for customers and aligns payments with their financial circumstances.

Step 1 – Accessing Account Setup

Start by selecting the customer’s account.

Step 2 – Navigating to Setup Tools

Go to “Account Setups” and select “Setup Tools” from the dropdown.

Step 3 – Accessing Change Due Date

Click on the three bars on the left side to reveal the menu.

Select “Change Due Date” from the dropdown.

Step 4 – Adding a Due Date Change

Click “Add” on the left side to initiate the due date change.

Step 5 – Selecting Current Due Date

In the due date change section, choose the current due date.

Step 6 – Choosing New Due Date

In the new due date section, select the date the customer wants the bill to be due.

Step 7 – Charge Fee

Ensure “Charge Fee” is set to “NO” to avoid any additional charges for the due date change.

Step 8 – Saving Changes

Click “Save” to apply the new due date.

Important Note

Due dates should align with the customer’s frequency request or salary date. 

The new due date should match the payment frequency cycle or any customer-requested cycle change.

Introduction

When to Change Online Password?

If a customer attempts to use the forget password option and is unable to reset password, you may create a temporary password.

Step 1 – Accessing Customer Account

Begin by pulling up the customer’s account in Loan Pro.

Step 2 – Navigating to Customer Information

Click on “Customer” and select the customer’s name.

Step 3 – Editing Contact & Personal Information

Within the customer details, locate “Contact & Personal Information” and click “Edit.”

Step 4 – Web Access Information

Select “Web Access Information” (#4) to proceed.

Step 5 – Confirming Email and Creating Temporary Password

Confirm the customer’s email address as the username.

In the password box, create a temporary password. For this example, use “Ownlease2023.”

Step 6 – Saving Changes

Save the changes made to the web access information.

Step 7: Customer Communication

Inform the customer about the password change. (Send info in a text or email)

Encourage the customer to log in online using the provided temporary password.

Step 8 – Customer Login and Password Reset

Ask the customer to log in online using the temporary password and reset their password to a more secure and personalized one.

Introduction

Adjusting the auto-pay time ensures payments are processed at the most convenient time for the customer.

Aligning auto-pay time with the customer’s preferences enhances their experience.

Flexibility in payment processing contributes to customer satisfaction.

Step 1 – Locating Customer’s Account

Begin by locating the customer’s account in Loan Pro.

Step 2 – Navigating to Auto Pay Settings

Go to the “Servicing” tab and select “Auto Pay.”

Step 3 – Editing Auto Pay Settings

Click on the pencil icon to edit the auto-pay settings.

Step 4 – Selecting Payment Profile

Choose the payment profile to be used for autopay and click “Next.”

Step 5 – Editing Auto Pay Details

Edit auto-pay details accordingly based on the customer’s preferences.

Step 6 – Advance Options

Select “Advance Options” for additional settings.

Step 7 – Processing Time

Under “Processing Time,” select the time the customer wants the payment to be processed.

Step 8 – Time Zone Consideration

Note that the time is in Pacific Time. Confirm the customer’s time zone and convert to Pacific Time.

Step 9 – Confirm and Save

Click “Next” to confirm the changes made.

Select “Finish” to save the updated auto-pay settings.

Step 10- Customer Notification

Inform the customer about the adjusted auto-pay time.

Ensure they are aware of the processing time in Pacific Time.