Notes/Alerts – the Basics

Complexity:    

Audience: Loan Servicer or Collector, Loan Servicing/Collections Managers, Administrator, Compliance, Data

Introduction

Within the servicing section of a loan, Notes/Alerts are a record of past servicing efforts on the account. You can add notes, which will be stored here to create a manual record of how agent users have modified the loan and made collections efforts. Other tools here are automatic, and will gather and store loan data on their own.

This article will briefly explain what each tool does and how it fits into your loan servicing efforts. It will also link to articles with more information about how to use each individual tool.

What are Notes/Alerts?

There are five tools in within Notes/Alerts:

Tool

Description

Notes

These simple notes are a free-text box where a servicer can write anything. about the account. This might be a good place to store information that doesn't fit well elsewhere, like "This borrower is busy most weeknights but almost always picks up the phone on Wednesdays."

Actions & Results

Actions and results and specially-formatted notes that let servicers and collections agents easily record their actions and what happened as a result. At the tenant-level, you can create the list of available actions and results that agents will choose from.

Loan Alert

This section displays a history of loan alerts on the account. This includes Stoplights, the Flag System, Account Note Alerts, and Usury Alerts.

System Notes

System Notes at the loan level provide an audit trail for each individual account. You'll be able to see a comprehensive record of what changes have been made on the loan, and who made them.

Webhooks

If you have notifications configured to send out webhooks, this section can show a history of the webhooks sent out regarding an individual loan. You can also use this page to resend any webhooks that have failed.

Where do Notes/Alerts Fit?

If you make good notetaking a part of your everyday loan servicing operation, you'll have two long-term benefits when you look back.

  • Compliance: When something goes wrong, you're going to want to look back and see what happened. System notes, loan alerts, and webhooks are all great for this, offering an automatic audit trail of what's happened on the loan and what's been communicated to your middleware.
  • Data Analytics: If your notes are standardized, you'll be able to compare across accounts or agents to see how effective your servicing and collections efforts are.

This Feature is Not

Before you move on to articles about each specific tool, let's clear up some possible misunderstandings:

  • System Notes are not a record of the entire system. System notes within an individual loan only track that account. Global System Notes, on the other hand, track tenant-level activity.
  • This isn't where you set up Webhooks. They're configured with Event-based and Trigger-based Notifications.

What's Next?

With an understand of what Notes/Alerts are and how they fit into your lending operation, you're ready to read about each of the individual tools and start using them in the software:

You might also want to check out the rest of our Loan Servicing category, which has articles about all the different servicing tools and pages within an account.


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