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How do I process NSF's?

NSF & Missing Payment Processing Playbook

Objective

This playbook outlines the step-by-step process for handling Non-Sufficient Funds (NSF) payments, ensuring efficient tracking, borrower follow-up, and compliance in Mortgage Automator (MA) and HubSpot.

Step 1: Receive & Import NSF Report (Excel & HS)

  • The Servicing Team receives an NSF Report each morning from Accounting after the 1st of the month.

  • Operations imports the NSF mortgages list into HubSpot, updating the Latest Missed Payment Date field.

  • If the NSF Date is less than 1 day old, a ticket is created in the Servicing Pipeline with the Mortgage record attached and a category of Missed Payment.

  • The Accountant will share an email with the pdf and a notice that the tickets have been generated.

  • NEXT STEP: Emily to create transformation excel and steps to share with team]

Step 2: Process NSF Payment (MA)

  • Open the 'Payment, Adjustments & Charges' module.

  • Select Adjustment > Mark as NSF.

  • Choose the respective month’s payment from the drop-down menu.

  • Ensure the amount matches the NSF Report from Admin.

  • Include any multiple payments if applicable (e.g., Renewal Fee payments, other fees).

  • Date Recorded should match the Payment Date (1st of the month).

  • Add the $250 NSF Administrative Fee.

  • Click 'Confirm'.

  • Add Charge > One-Time > NSF Demand Fee of $350.

  • Date Charged = Present date (date of NSF Demand issuance).

  • Fill in remaining information and 'Confirm'.

  • Change the deal status to 'NSF Payment'. Select 'OK'.  

Step 3: Generate Demand Letter (MA)

  • Navigate to the Documents Section & preview NSF Demand Letter.

  • Ensure all information is correct, if not correct in MA and preview again or if necessary, use Content Editor.

  • Confirm and sign the document.

  • Download and save to the Document Record on the Deal in HubSpot (associations??)

Step 3: Follow-Up with Borrower (HS)

  • In HubSpot ticket,

    • navigate to relevant mortgage record, and associate document record to ticket.

    • create an email

      • Day 1: First borrower follow-up email is sent with a link to relevant document.

        • Create a follow-up task for 8 days later.

      • If no response, a second follow-up email is sent on Day 8.

      • A task is created on Day 9 for the Servicing Specialist to call the borrower.

  • If no response, escalate to legal (see escalation playbook), once legal accepted, close ticket.

  • If payment arrangement (see payment arrangement playbook)

  • if payment is made, close ticket

  • Open new ticket for Accounting Admin Category: Payment posting

 

Components

How to on where to get link to relevant document.

Email Template 1

Email Template 2

Final Compliance & Monitoring

  1. Ensure all NSF transactions are recorded correctly in MA.

  2. Verify NSF follow-ups are completed within the 10-day demand period.

  3. Monitor borrower responses and update HubSpot accordingly.

  4. Ensure accurate reporting of outstanding NSF payments and borrower interactions.

Conclusion

By following this structured NSF processing workflow, the Servicing Team can effectively track NSF payments, ensure proper borrower follow-ups, and maintain accurate financial records in MA and HubSpot.