Within the servicing section of a loan, the Notes/Alerts section contains a record of past servicing efforts on the account. The tools visible on this page are notes, agent Actions & Results, alerts, audit trail, and webhooks. This article will explain each of these tools and how they are used.  

To access this section, navigate inside a loan to Servicing > Notes/Alerts. For the notes, Agent Actions & Results, and Audit Trail tabs, LMS has options at the top of the page for you to filter items by creation date and keyword. You also have the option to export results in a CSV file. 

Notes

LoanPro allows you to quickly and easily add notes on a loan. These simple notes are a free-text box where a servicer can write anything about the account and keep track of interactions with borrowers concerning the loan. In the Notes tab, you can view notes on each individual account. 

Next to each note there are three action icons. The first paper icon allows you to attach a file to the note:

The pencil icon allows you to edit the existing note and the trash bin icon allows you to delete the note.

Add a loan note

Click ‘Add’ in the top right corner to create a new note. From the dropdown, you will have the option to add a new note or a quick note. A quick note is a template note that can be easily selected to make the process of adding notes to an account quick and standardized.
To log a new note, choose ‘New Note’ from the dropdown. A new window will open with the following fields: 
 

• Title: Enter a title for the note. 
• Category: Choose a note category from the dropdown.
• Type: Select either ‘Standard’ or ‘Notice’. Notices appear as pop-ups when an agent opens up the loan. If you choose this option, you’ll also be able to set an expiration date when the notice will stop popping up. 
• Note: Enter the body of the note in the text area provided. Loan notes are saved as HTML in Loanpro, which means you can format the notes however you like and that formatting will be saved.

When you've entered the information for your note, click 'Save'.

Add a quick note

To add a quick note, click ‘Add’ in the top right corner and choose ‘Quick Note’ from the dropdown. A pop-up window will appear where you can select the note you want from the dropdown menu. Once the note is selected, the text of the note will appear beneath the dropdown. Click 'Add Quick Note' to add it to the account.

Before having the option to add quick notes to a loan, you will need to create some. To do so, 
 

1. Navigate to Settings > Loan > Labeling > Quick Note Library. Click ‘Add’ to create a new quick note. 
2. This will open a new window with access to the following configurable fields. 
   1. Name: Enter a name for the quick note that will distinguish the note from others you may create.
   2. Category: Select a category for the note from the dropdown. 
   3. Active: Determine active status from the dropdown. 
   4. Content: Enter the text of the note in the field provided. If you would like to add variables to your quick note template, click the ‘Help variables’ link.  You can format the note using the formatting tools. 
3. Once you’ve entered the note information, click 'Save'.

Agent Actions and Results

Agent Actions and Results are a great way to standardize the notes your personnel create when servicing loans. This allows you to monitor the need for non-integrated loan servicing processes and track the effectiveness of your servicing and collection operations. For information on how to use the API to use Agent Actions and Results, check out our API – Actions & Results article.
 

The Notes/Alerts section of a loan allows you to record an action. 
 

1. Navigate to Settings > Notes/Alerts > Agent Actions & Results inside a loan. Click ‘Add’.
2. To add an action and result to the loan, select 'Add Actions & Results'. Then, choose an action from the ‘Action’ dropdown and an associated result from the ‘Result’ dropdown. 
3. Enter a note about the action in the ‘Note’ section and click 'Save'.

After logging an action and result within a loan, you can edit or delete it by clicking the pencil or trash icon at the far right of each entry. If you'd like to add an attachment to the entry, click the black file icon to upload your file. 

If you have not created actions and results before recording any with the above steps, you will need to do so. 
 

Creating a new set of Agent Actions and Results

To create a new set of Agent Actions and Results, navigate to Settings > Loan > Labeling > Agent Action & Results inside your account. You will need to create both new actions and results. 

Search for actions

Actions are uniform notes, so you can search for similar occurrences on your loans. This can help you determine what your loan servicers were able to accomplish or help you find loans that need further action. To search for actions, navigate to Reports > Transactions History > Agent Action & Results.

Use the search functionality on the left to find the specific actions and results that you are looking for. Most of the search functionality is the same as in any report, but the ‘Action and Results’ dropdown menus will help you find specific actions and results. For more information on navigating this report, check out our article Tenet Level Reports. 

Loan alerts

Loan alerts allow servicers to set up alerts on a loan's account that they want visible and separate from the account notes. Other alerts that can be set at the tenant-level are explained more in our Alerts and Notifications article.

To create a loan alert, navigate to Servicing > Notes/Alerts > Loan Alert. Click ‘Empty’ next to ‘Current Alert’ and type the alert for the loan in the pop-up window. Click ‘Save’ once you finish. 

If you need to update your loan alert, you can follow the same instructions as creating a new loan alert and type in your new alert. When you don't need an alert on a customer's account anymore, delete the previous alert and click ‘Save'. The alert will automatically default to ‘NONE’ on the ‘Summary’ page and ‘Empty’ in Notes/Alerts.

You can view a loan alert by hovering over the warning icon in the account header on any page of the account.  Alerts will also be displayed in the ‘Summary’ and ‘Notes/Alerts’ pages. Lastly, you can view a report of alerts across all accounts in Reports > Transaction History > Loan Alerts.

Audit Trail

Audit Trail at the loan-level provides 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. This feature is designed to give you the ability to audit your company in a way that lets you track changes to their source.

If you want to view all the audit trails for an account or customer, you can view all of the notes in the Servicing > Notes/Alerts and Customer > Customer Notes sections respectively. These sections contain all the notes logged by the system for the account or customer. For more information, visit our Audit Trail article. 

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. For more information on webhooks, visit our Base Communications article.