- For new prospect, F/U will ping LOA via Hang outPROSPECTS to set a 3 way call within 15 minutes

(If
schedule a call right away, FU will send a group text to introduce the team to borrower and
-beAfter
available
3-waytocall,
take follow-up
our call).staff
Forwill
file create
that was
a group
assigned
chatfrom
on Ring
Leads,
Central
F/U continues
including LOA,
to follow
F/U
leave their contacts to borrowers

On the conference call (between LOA, F/U and borrower), LOA will discuss with the borrow
walk the borrower over the list of missing documents. F/U will create a to-do list on the syst
discussed on the phone call and send that to-do list to the borrower through the system
- F/U will follow up with the clients daily to remind borrower complete the application and ch

- Once file is ready to review, F/U will notify LOA to review and convert into Loan/ issued pr
- For approved pre-approval, F/U will continue to follow up to see if client got any offer acce
- If there is any concern regarding DTI, qualification, rate discuss, F/U will ping LOA to solve
- If we can not reach out to the borrower for 7 times, then escalate to prospect manager to
- Once file
Service Deskis converted
( Action =>into
Service
loan, F/U
Deskwill
=>not
Escalation
take careDesk
anymore
=> Add => Category: Client Fol
Ticket's owner: Jenny Pham => Write Description => Submit ticket
- If clients state that they went with different lenders, please kindly ask them if they can prov
Estimate so we can escalate to the upper managers to see if we offer something better. If c
provide the LE, F/U can esclate to prospect manager to archive file. If client is willing to pro
LOAs to review and LOA will check with upper managers to see if we can save the Loan.

If clients want to cancel the Loan, please always ask for the detailed reason (it could be the
market is high, personal issues, family issue,...) unless clients do not want to disclose or ha

Note for FU team:

1. Please always set Hang out status if you are away to take lunch, take break and input the time you will be back. Set OOO em
take a day off

2. Please try to call new leads and new prospects within 10-15 minutes, if LOA is busy when you ping them to do 3 way call, the
the team to borrower first and ask borrower when they are available to take our call. If LOA does not respond after 30 minutes,
action

New prospect application assigned to you:

1 hour to make the introduction call:
Introduce yourself to the borrower: your name + your role
Information you need from clients:
Confirm loan amount, loan program
Current rate (if refinance) and target rate
Occupancy of subject property
Current vesting of the property and if there is any change
Ask permission from client to pull his/her credit report.
Email Sample:

Hi " ____Client's name"

I just tried to call you but failed to reach out to you.

My name is ______ from Loan Factory Inc. I'm assisting LOA's name to follow up with you
Can you please give me a call at "___phone number" so that we can discuss more? Or pl
when you're available
Text Sample so that we can have a call to clarify some information in your app.
in Vietnamese:
Please let us know how we can assist you.
Hi "___client's name",
Thank you so much!
Em là ____ trợ lý của LOA's name bên Loan Factory. Em có gọi cho anh/chị để follow up
Loan của anh/chị.
Hoặc là : Em có gọi anh/chị để follow up với hồ sơ của mình nhưng không thấy bắt máy,
bận, nếu có thời gian anh/chị gọi lại cho em hoặc nhắn em qua nhóm text này nhé.

Đây là contacts người sẽ hỗ trợ làm hồ sơ cho anh/chị:

You will be working with:

LOA's name: main point of contact - "số phone" - "email"

F/U name: follow up on document - "số phone" - "email"

Text sample in English:

Hi "___client's name"

My name is ____, I am assisiting " ___LOA's name" with your loan application. We are try
regarding your loan application but could not reach you. Please let us know when is your
we can have a call to go over the loan application.

You will be working with:

LOA's name: main point of contact - "số phone" - "email"

F/U name: follow up on document - "số phone" - "email"
sting LOA's name to follow up with your loan application.
r" so that we can discuss more? Or please let me know
clarify some information in your app.

y. Em có gọi cho anh/chị để follow up với hồ sơ làm

của mình nhưng không thấy bắt máy, có lẽ anh/chị đang

hắn em qua nhóm text này nhé.

chị:

mail"
mail"

with your loan application. We are trying to call you

you. Please let us know when is your best time so that

mail"
mail"
 LEADS

- After
Ping LOA
3 waytocall,
set up
create
3-way
a group
call within
chat 15
between
minutes
borrower and LOA (confirm again LOA, FU
remind client check email to fill in application)

- If LOA and Fu can't reach out client in the 1st phone call, FU will call again daily in 3 days
week and 1 month (business days). Please ultilize the follow-up flag to so the system can re
your files ( Action => Need to follow up => Pick a date => Put a note => Send email.

-After 1 month, FU can't reach borrower, FU will let manager know. Manager will make the
lead.
 FOLLOW UP WITH

First Follow-up

Second Follow-up

Third Follow-up

Forth Follow-up

Fifth Follow up

****** If the customer would like to renew the letter, please restart the follow-up process over again.

Sixth Follow-up: After expired date

Of note:

LOAs
- For each follow-up, if client can not be reached via phone call, please send text and email as well
- More details we asked clients more smoothly we process the files.
- Follow up 2nd, 3rd, 4th and 5th : please set the follow-up flag per above guidelines.

Goals
No client complaints
Follow-up with clients and realtors regularly
No past due flags behind
 FOLLOW UP WITH APPROVED PRE-APPROVAL

Period (bussiness days)

3 days after issuing
Auto follow-up reminder
5 days after First Follow-up
MUST set up by LOA Pre-approval
10 days after Second Follow-up
MUST set up by LOA Pre-approval
1 month after Third Follow-up
MUST set up by LOA Pre-approval
1 week BEFORE letter expired.
MUST set up by LOA Pre-approval
r, please restart the follow-up process over again.
WHEN PRE-APPROVAL LETTER EXPIRED

2 weeks AFTER letter expired.

phone call, please send text and email as well

ocess the files.
et the follow-up flag per above guidelines.
WITH APPROVED PRE-APPROVAL
Letter will be expired after 90 days
Contact methods

- MUST MAKE A CALL, if the clients can not be reachable, please send text/email

- MUST MAKE A CALL, if the clients can not be reachable, please send text/email

- Send Email, Text message or phone call

- Send Email, Text message or phone call

- MUST MAKE A CALL, if the clients can not be reachable, please send text/email

- MUST MAKE A CALL. If the clients can not be reachable, send final email to Borrower and request Prospect Manager to arch
A. Employed - W-2 client
1 Latest 1-month paystubs
2 Latest 2-year W-2s
3 Latest 1-year Tax Return (all pages)
4 Latest 2-month bank statements (all pages even blank pages)
5 Latest Mortgage Statement for all properties
6 Homeowner Insurance for all properties
7 Driver License for all borrowers
HOA Bill (if PUD or condominium)
HOA Master Insurance Policy (if PUD or condominium)
8 Verification of Employment (VOE)

B. Self-employed 1099/Schedule
They C Tax
are Contractors/ Return workers – form 1099
seasonal

2 Latest 2-year Tax Return (all pages)*

3 Latest 3-month Business Bank Statements (all pages even blank pages)
4 Latest Mortgage Statement for all properties
5 Homeowner Insurance for all properties
6 Driver License for all borrowers
HOA Bill (if PUD or condominium)
HOA Master Insurance Policy (if PUD or condominium)

*If self-employed for more than 5 years, most recent 1 year tax return. If not, most recent 2 years tax return

C. Self-employedThey
Soleare
Corporation (S-corp 1120s) or
Corporation/Partnership Partnership (LLC 1065): Ow
shareholders

2 Latest 2-year W-2s (if any)

3 Latest 2-year Personal Tax Return (all pages)
4 Latest 2-year Business Tax Return (all pages)
5 Latest 3-month Business Bank Statements (all pages even blank pages)
6 Latest Mortgage Statement for all properties
7 Homeowner Insurance for all properties
8 Driver License for all borrowers
HOA Bill (if PUD or condominium)
HOA Master Insurance Policy (if PUD or condominium)

D. Retired client: Don't have paystubs and W-2s

1 Latest SSA (Social Security Award) Statement
2 Latest 1 year SSA 1099 form
3 Latest 1 year Tax Return (all pages)
4 Latest 2-month bank statements (all pages even blank pages)
 5 Latest Mortgage Statement for all properties
6 Homeowner Insurance for all properties
7 Driver License for all borrowers
HOA Bill (if PUD or condominium)
HOA Master Insurance Policy (if PUD or condominium)

Property Tax Link:

Alameda
Fresno County Property Tax Application
Session Expired: LA
Property Search

Tax Collector » Pay Online

Property Tax Search - TaxSys - Miami-Dade County Tax Collector

Search - TaxSys - San Francisco Treasurer & Tax Collector
County of Ventura - WebTax - Search for Property
Tax Look-Up | Shelby County Trustee, TN - Official Website
Search Page - MBC
County of San Diego - Treasurer Tax Collector
County of Orange - Treasurer-Tax Collector
Property Taxes - Lookup - Alameda County's Official Website
Assessor Parcel Viewer, Sacramento County, California, US
Santa Clara
Tax Maricopa
Contra Costa County Treasurer and Tax Collector
Hidalgo County
Clay County Tax Collector
County of Ventura - WebTax - Search for Property
Polk County
Harris County
Merced County
Sacramento County
Douglas county
San Bernardino
Tulare County
Richland County
YOLO County
San Joaquin
Adams County
Broomfield
Fresno
Riverside county
Arapahoe County ,CO
Stanislaus
Anne Arundel, Maryland
Tarrant county, Texas
Property tax Cherry hill Camper County NJ
 Other documents:
If there is HELOC (Home Equity Line Of Credit): HEL
If there is SOLAR: Solar Lease Agreement/ Solar Pur
If vesting is held in trust: Trust Certification
If client used to have bankruptcy/ short-sale/ foreclos
If the client has bonus, overtime and commission inco
If self-employed for more than 5 years, most rece

Asset documents:
Latest 2 months bank statements
Earnest money deposit (Verified asset) must come o
401K acct. (Retirement Accounts)
Stock acct.
Best way to bring money to settlement at closing is C
For Investment Properties no Gift is allowed under an
New built homes must have EMD (Earnest Money De

most recent 2 years tax return

 still need?: Property Tax
Bill
Property Report

Property Report: https://pro.realquest.com/index.html 

Property Tax Link: 
San diego:https://wps.sdttc.com/webpayments/CoSDTreasurer2/search-result 

County of Orange: http://tax.ocgov.com/tcweb/search_page.asp 

Alameda, CA: https://www.acgov.org/ptax_pub_app/RealSearch.do 

Yolo, CA https://common2.mptsweb.com/MBC/yolo/tax/search 

Placer, CA https://common3.mptsweb.com/MBC/placer/tax/main/072360021000/2020/0000 

Santa Clara: https://payments.sccgov.org/propertytax/Secured 

Font Bend County: https://actweb.acttax.com/act_webdew/fbc/indexjsp 
HAllCounty: https://qpublic.schneldercorp.com/Application.aspxApp=HallCountyGA&am
Los Angeles County:https://vcheck.ttc.lacounty.gov/index.php 
Henry County: Https://www.henrytc.org/taxes.htmill/WildfireSearch 
County of Ventura: https://prop-tax.countyofvantura.org 
Harris County: Https://www.hctax.net/propertytax 
SnohomishCounty: https://www.snoco.org/proptax/(S(ervthl2cw5lwtmwdh40k3maf))/def
California: https://www.acgov.org/ptax_pub_app/RealSearch.do 
Anothercounties: http://www.sunilsethi.com/taxes.htm?fbclid=IwAR3FtsDtq5lxJPp2x_IM
San Deago: https://iwr.sdttc.com/paymentapplication/Search.aspx 
San Francisco: https://sanfrancisco-ca.county-taxes.com/public/search?search_query=3
San Lorenzo: https://www.acgov.org/ptax_pub_app/RealSearchInit.do?showSearchPar
San Mateo, CA: https://sanmateo-ca.county-taxes.com/public/search?search_query=02
Contra Costa, CA: https://taxcolp.cccounty.us/taxpaymentrev3/lookup/ 
Marin, CA: https://apps.marincounty.org/TaxBillOnline 
Stanislaus, CA: https://common3.mptsweb.com/MBC/stanislaus/tax/search 
Riverside, CA: https://ca-riverside-ttc.publicaccessnow.com/PropertySearch.aspx 
San Joaquin: https://common3.mptsweb.com/MBC/sanjoaquin/tax/search 
Sacramento, CA: https://eproptax.saccounty.net/#secured 
Clay
County,
FL 
http://weba.co.clayton.ga.us/tcmsvr/htdocs/indextcm.shtml 
https://publicaccess.claytoncountyga.gov/search/commonsearch.aspx?mode=persprop
Brevard, FL: https://brevard.county-taxes.com/public/search/property_tax?search_query
Volusia, FL: http://publicaccess.vcgov.org/volusia/search/commonsearch.aspx?mode=r
https://volusia.county-taxes.com/public/search?search_query=6673080 

Onion, NJ: https://wipp.edmundsassoc.com/Wipp/?wippid=2004#taxPage1332 

Monmouth, NJ: https://www.propertyshark.com/mason/Property/3433601/51-Hosford-A
King, WA: https://payment.kingcounty.gov/Home/Index?app=PropertyTaxes 
Shelby, TN: https://www.shelbycountytrustee.com/103/Tax-Look-Up 
Williamson TN: https://www.williamsonpropertytax.com/taxes.html#/WildfireSearch 
Hidalgo: https://actweb.acttax.com/act_webdev/hidalgo/index.jsp 
Knox, TN: https://www.msbpay.com/KnoxTrustee/#/PropertyDetail/090MA-026 
Gwinnett,
(search GA: https://www.google.com/url?q=https://gwinnetttaxcommissioner.publicacc
with full
address
)     
 ity Line Of Credit): HELOC Agreement/Statement
e Agreement/ Solar Purchase Agreement + Solar Addendum that specifies what happens in the event of a foreclosur
Certification
cy/ short-sale/ foreclosure/ recent divorce: All related court documents
me and commission income: Year-end/last paystub 2020 and 2021
an 5 years, most recent 1 year tax return. If not, most recent 2 years tax return

ed asset) must come out of the Loan Application last 2 month bank statement.

ettlement at closing is CASHIER CHECK + GIFT LETTER

Gift is allowed under any circumstances, UNLESS we go with NON-QM under lender AD.
MD (Earnest Money Deposit)
x.html 
he event of a foreclosure
 DOCUMENTS CHECKLIST - FOR NON-QM
(First 3 programs are frequent use)
1. Bank Statement: (Usually use for Self-employed clients) 
- Latest 1 month bank statement that show enough
funds to close (without large deposit) 
- Driver license or ID 
- 12 months bank statements (Personal or Business) 
- Source of funds for down payment & closing cost 
- Allowed Gift Funds: 95% 
- Assets divided by 60 are added to income. Max 50% of
total income 
2. No ratio: (Primary/Secondary home) 
- Latest 1 month bank statement to show enough fund to
close (without large deposit) 
- Driver license or ID 
- Source of funds for down payment & Closing Cost
(fund must be seasonal for at least 30 days) 
- Allowed Gift Funds: 100% (for down payment and
Closing cost only. Gift funds are not acceptable for
reserves.) 

3. DSCR (Debt-Service Coverage Ratio) for Investment Property: 

- Latest 1 month bank statement that show enough
funds to close (without large deposit) 
- Driver license or ID 
- Source of funds (fund must be seasonal for at least 30
days) 

- Allowed Gift Fund: up to 90%. Min 10% borrower

contribution. Reserves are from borrower's own fund 
4. Commercial DSCR (5-8 units) MIX-USED allowed 
- Latest 1 month bank statement that show enough
funds to close (without large deposit) 
- Driver license or ID 
- Source of funds (fund must be seasonal for at least 30
days) 
- Appraisal requirement is more than residential
building  
- Appraisal cost will be expensive (from $3,000 and up) 
5. Profit and Loss Program: 
- Latest 1 month bank statement to show enough fund to
close (without large deposit) 
- Driver license or ID 
- Business License or Evidence of presence online or
printed material to indicate existence of business  
- Profit and Loss Statement from CPA/EA to prove the
stated income (the most recent 12 or 24 months
period). 
6. WVOE (Written Verification Of Employment): 
- Two most recent months of personal bank statements
reflecting deposits from employer for each statements  

- Latest 1 month bank statement to show enough fund to

close (without large deposit) 
- Driver license or ID 
- Written Verification Of Employment (WVOE) from HR
showing the stated income  
7. Foreign National: 
- Valid Passport, SSN, ITIN, FICO  
- Valid VISA (check with lender guideline) 
- Local Bank statement to show enough fund to close
(be able to do international wire transfer to title company
in US) 
- Recommendation letter from borrower's local bank 
- Source of funds (fund must be seasonal for at least 30
days in US bank account under borrower's name) 

- Refinance - subject property can't be vacant. Need

current lease agreement. 
- Listing primary home in local country 
8. Non-Prime Jumbo: 
- Full docs or Alt Docs 
- Max DTI Ratio: 50% 
9. 1 year Full Doc: 
- 1 year Full docs
 *Income docs:
- Latest 2 years W-2s and 1 month paystubs for W-2 employees.
- 2 years 1040 personal tax returns (TR) for self-employed. If in the same line of business for
more than 5 years, only 1 year of TR is required.
- 2 years 1120/1065 TR and 2 years 1040 TR for borrowers with 25% or more shares in a
corporation/partnership
- Certain lenders may require additional documents for self-employment due to COVID-19: Profit
and Loss Statement, Business Bank statements.
*Property docs:
- Latest month mortgage statements on all properties owned that currently have mortgage
- Property tax bills on all RE
- Homeowner’s Insurance statement on all RE
*Asset docs
- Latest 2 months bank statements
- Asset docs are not required for most refinance cash-out transactions.

Document Organizing Rules

1 Name of documents must be short and concise, easy to recognize.

2 Only in PDF format

3 Duplicate files/ images/ unrelated docs MUST be moved to unused folder. NEVER delete.

4 4 folders to organize files: submit to underwriting/ underwriting conditions/closing/ unused.

5 No files in root folder after finish reviewing.

6 To-dos must be updated regularly
W-2 employees.
employed. If in the same line of business for

borrowers with 25% or more shares in a

nts for self-employment due to COVID-19: Profit

rties owned that currently have mortgage

cash-out transactions.

ganizing Rules
se, easy to recognize.

T be moved to unused folder. NEVER delete.

iting/ underwriting conditions/closing/ unused.