---
title: How do I process payment arrangments?
description: processes
---
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April 9, 2025
# How do I process payment arrangments?
### **Payment Arrangements Playbook**
#### **Objective**
This playbook provides a structured approach for managing **payment arrangements**, ensuring accurate borrower communication, fee processing, and system updates in **Hubspot** and **Mortgage Automator (MA)**.
---
#### **1. Communication & Documentation**
Payment arrangements are triggered by:
- NSF payments
- Borrower asking for payment deferral through email and phone call or form.
### **Step 1: Create Ticket (HS)**
- Search for the Mortgage record using the **MA Loan ID**
- Navigate to the **contact** listed with the **Borrower association label**
- If email request comes in through the general inbox, a ticket is created.
- Owner of inbox should remove owner so that the ticket is assigned to the servicing specialist on the contact
- If request comes in through individual email or phone call, navigate to related contact and create a ticket in the **Servicing pipeline** with a **category** of **'Payment Arrangement'**.
- Associate related loan id
- An automation will associate any contacts with the following association labels:
- Borrower (Contact and Company)
- Investor
#### **Step 2: Borrower Communications (HS)**
- **All incoming and outgoing communications** related to payment arrangements must **go through Ticket in Hubspot**
- Always email the **Borrower** confirming:
- The **Payment Arrangement Fee** ($150).
- **Their consent** to the arrangement.
- Use the email template (TBD) with the attached **payment instructions**
- When you email the Borrower, the ticket status will automatically change to 'Waiting on Us'
---
#### **2. Processing Payment Arrangements in Mortgage Automator (MA)**
### **Step 4: Adjust Payments (MA)**
- Using the **link** on the Hubspot mortgage record, navigate to the **MA Loan record**
- Navigate to **'Payments, Adjustments & Charges'** module.
- **Defer upcoming payments** that are collected via PAD:
1. Select **Adjustment \> Mark Unpaid \> Defer Payment**.
2. Choose the **appropriate payment(s)** from the **'Select Payment/Charge'** menu.
3. Ensure **all payments for the belonging month** are deferred (including PAD-collected fees).
4. **Date Recorded** should be **the 1st of the appropriate month**.
5. If the **option appears**, check **"Keep original amortization…"** (this will not appear for **Interest-Only** loans).
- Charge the **$150 Payment Arrangement Fee** in **MA**.
---
### **Step 5: Update Investor Payment Distributions (MA)**
- Set up the **charge in MA** and ensure **MIC lays out the monies for the payment**.
- Update **Payment Distributions to Investors (Web View)** accordingly.
### **Step 6: Update tickets (HS)**
- Return to **the Hubspot open ticket**. On the ticket, send an email to any **Investor** of the payment arrangement **(excluding Brookstreet)**.
- Add a **note to the ticket** to reflect the payment arrangement details.
- Update Payment Arrangement Date to next payment arrangement date.
Step 7: Follow-up on payment (HS)
- Enroll contact in sequence (add a tag to display Waiting on Payment)
- If payment is made, close ticket & open ticket in Accounting Admin Pipeline Category: Payment Posting
- If no response after sequence, on this ticket create a new ticket with category Missed Payment.
- Close **ticket**.
---
#### **Final Compliance & Monitoring**
1. Ensure **all borrower and investor communications** are properly saved in **Hubspot**.
2. Verify that **payment arrangements** are processed correctly in **MA**.
3. Confirm **investor distributions** are handled appropriately.
4. Maintain an **up-to-date tracking sheet** for reporting and compliance.
---
#### **Conclusion**
By following this **structured payment arrangement workflow**, the **Servicing Team** ensures accurate borrower communication, correct fee processing, and proper system updates, reducing errors and maintaining compliance.
- [Getting started](https://help.newhavenmortgage.com/newhaven-knowledge-base/getting-started?hsLang=en-ca#main-content)
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- [Setup](https://help.newhavenmortgage.com/newhaven-knowledge-base/general?hsLang=en-ca#setup)
- [Processes](https://help.newhavenmortgage.com/newhaven-knowledge-base/general?hsLang=en-ca#processes)
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- [Fulfillment](https://help.newhavenmortgage.com/newhaven-knowledge-base/processes?hsLang=en-ca#fulfillment)
- [Servicing](https://help.newhavenmortgage.com/newhaven-knowledge-base/processes?hsLang=en-ca#servicing)
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