How do I send out to Welcome Package

Welcome Package Playbook

Effective Date: March 31, 2023

Overview

At the end of each month, the Servicing Specialist will receive an email from Origination containing files that have recently closed and whose first payment is due in the upcoming/subsequent month. Follow the steps below to complete the Welcome Package process.

Welcome Package

Step 1: Task Creation (HS)

• Seven (7) days after a mortgage is funded, a task is created for the Servicing Specialist

Step 2: Locate the File and Update (MA & HS)

• Open MA.
• Use the search bar to locate the file using the file number from the view
• Assign yourself to the Servicing Specialist Role to indicate you are the contact for this file.

Step 3: Verify the Welcome Letter (MA)

• Navigate to the Documents Section of the file.
• Locate and preview the Welcome Letter.
• Verify the accuracy of the details
  • customer name
  • loan amount
  • due date
• Once confirmed, sign the document, and publish.

Step 4: Send the Welcome Package Email (HS)

• Navigate to the related Deal in HubSpot.
• Select the option to create a New Message.
• Choose the template
• Review the message for accuracy before sending. Confirm
  • the email recipients
  • attach the Welcome Letter
  • the content aligns with the file details.
• Click Send
• Close ticket.

Key Reminders

• Ensure all details are accurate before confirming and sending communications.

By following this playbook, you ensure a smooth and accurate Welcome Package process for each new file. If any issues arise, escalate them to your manager immediately.