I work for a mortgage company as a Customer Service agent and I was told that customer service department can only process payments for accounts that are current or in Pre-30 (almost 30 days past due, but not delinquent) status. We cannot handle any 30-day delinquent, 60-day delinquent, Loss Mitigation nor Foreclosure status accounts--those have to be handled by their respective departments and there are dedicated specialists for Loss Mitigation and Foreclosure accounts. We also can't discuss any account and payment information with customers in active bankruptcy (BK); you have to transfer the call to BK. If the account has a Code 08 (foreclosure), 13 (BK active), 27 (multiple BK's/legal remedy), 35 (rep by atty)… Any of these codes you cannot discuss with customer or take payment. I almost got in trouble for taking a $938 payment on a BK account during my first week at work. I guess I don't understand what the big deal is. The record showed the monthly payment to be $938, but I was later told I couldn't go by that because of the BK and only BK can touch that account. But why? Why must all delinquent accounts and coded accounts as above and Foreclosure/Loss Mitigation be handled only by specialists? Why can't customer service reps help the customers too?
Read more: Why are we not allowed to help?
