Quality Control Advisor SM. User Guide. January 2018

Transcription

1 Quality Control Advisor SM User Guide January 2018

2 Notice The information in this document is intended to provide general guidance to Freddie Mac Seller/Servicers. The information is offered as an aid in, not a substitute for, complying with the requirements set forth in the Single-Family Seller/Servicer Guide (the Guide). Each Freddie Mac approved Seller/Servicer must comply with all applicable provisions in the Guide, and all other purchase documents, as that term is defined in the Guide and non-disclosure agreements. This publication does not constitute a part of the Guide. In the event any information provided in this publication conflicts or is inconsistent with the provisions or requirements of the Guide or any Purchase Document, the provisions or requirements of the Guide and such Purchase Documents control and supersede the information contained this publication Freddie Mac. All rights reserved. Freddie Mac, the Freddie Mac logo and We make home possible are registered trademarks of Freddie Mac. January 2018 Page ii

3 TABLE OF CONTENTS QUALITY CONTROL ADVISOR SM INTRODUCTION 1 Overview... 1 Historical Data... 1 Establishing User Roles... 2 How to Obtain User Names and Passwords... 3 Before You Begin Using Quality Control Advisor... 4 System Recommendations... 4 Hours of Operation... 4 Accessing Quality Control Advisor... 4 Navigating Quality Control Advisor... 7 LOAN FILE MANAGEMENT 1 Quick Reports... 1 Loans... 4 Document Requests... 5 Appeals... 6 Document Upload Log... 7 Additional Loan File Management Features... 8 View Loan... 8 Export to Excel Multi Loan Search Letter Text Upload Documents Data Field Definitions REMEDY MANAGEMENT 1 Remedy Dashboard... 1 Single Loan... 3 Pipeline... 8 Reports... 9 Document Upload Log Additional Remedy Management Features Loan Detail Export to Excel Multi Loan Search Update Status (in bulk) Add Comments (in bulk) Letter Text Upload Documents Order Loss Statement Data Field Definitions MANAGEMENT REPORTING 1 Retrieve My Historical Data... 2 Sample and Loan Delivery... 4 Review Results... 8 Deficiency Results I January 2018 Page iii

4 Missing Documents Appeals Peer Comparison Exporting Data Data Field Definitions CUSTOMER ADMINISTRATOR 1 User Change Requests... 2 Pending Requests... 2 Create Request: Request New User... 4 Activate User... 6 Update Full Name... 7 Update Update Role... 9 Deactivate User My Users My Company Information Document View Log January 2018 Page iv

5 Chapter Introduction 1 Overview Quality Control Advisor SM, a component of Freddie Mac Loan Advisor Suite, is a secure web-based system that enables Seller/Servicers to more effectively manage their post-funding Quality Control (QC) process including performing and non-performing loan file requests. You can easily: Access QC loan file status, manage your remedy requests and run basic and detailed queries for loans in process. Upload loan files as well as missing, incomplete and appeal documentation. Utilize the Management Reporting function to view QC and Remedy reports, trends and data. Quality Control Advisor has three main functions: Loan File Management - provides information on file requests and specific file issues, including missing and incomplete documents, appeals and incomplete file statuses. Remedy Management - provides information on outstanding repurchase or remedy requests. Seller/Servicers can view the loan status, latest actions and provide real-time comments to the Remedy Management team. Management Reporting - provides flexible reports and customizable dashboards containing current, historical and trending data for QC and remedy data. Historical Data Quality Control Advisor contains data as of January 1, 2016, as well as all outstanding requests. The following table displays the historical data accessible in Quality Control Advisor for each function: Function Historical Data Includes: Loan File Management Data as of January 1, 2016 All outstanding file requests Remedy Management Data as of January 1, 2016 All outstanding remedy requests Management Reporting Data as of January 1, 2016 All outstanding file requests All outstanding file remedies Introduction January Chapter 1

6 Introduction Establishing User Roles User roles determine a designated user s access within Quality Control Advisor. User roles are defined for each of Quality Control Advisor s three main functions, including a customer administrator role. Each User Role is given different access and functionality. Your organization may assign multiple user roles to a single individual. Seller/Servicers must assign employees to the specified user roles (authorized tasks). If a user needs access to both the Loan File Management and the Remedy Management views, a Seller/Servicer should choose Loan File Management Customer Read Only (RO) and Remedy Management Customer Write or Remedy Management Customer RO. Both Loan File Management and Remedy Management users have access to the Management Reporting function. All user roles can reset their individual password. The table below outlines access rights and responsibilities of each of the User Roles: Role Freddie Mac Customer Administrator Description The Freddie Mac Administrator is responsible for processing all Quality Control Advisor user requests, user roles, and user account changes. The Customer Administrator must be set up before users can be assigned. The Customer Administrator is responsible for submitting and monitoring/managing all Quality Control Advisor user requests, user roles, and user account changes within their company. This process is managed through the Customer Account workflow function in Quality Control Advisor. The Customer Administrator has no access to the site beyond administrative functions and must choose additional roles if they will also require site access. Loan File Management Customer RO (Read Only) Remedy Management Customer RO (Read Only) Remedy Management Customer Write The user has read-only access to the Loan File Management for reviewing file requests, missing and incomplete documents as well as appeal requests in the system. Records are restricted to only those assigned to the responsible family. This user also has access to the Management Reporting function. The user has access to the Remedy Management view used for reviewing repurchases, remedy, and appeal requests in the system. Records are restricted to only those assigned to the responsible family. A user with this role can view Customer Comments and Freddie Mac External Comments but cannot add comments or change the file status. This user also has access to the Management Reporting function. The user has access to the Remedy Management view used for reviewing repurchases, remedy, and appeal requests in the system. Records are restricted to only those assigned to the responsible family. A user with this role can view Customer Comments and Freddie Mac External Comments as well as add additional comments and change file(s) status. This user also has access to the Management Reporting function. Introduction January Chapter 1

7 Introduction How to Obtain User Names and Passwords The table below outlines how to obtain user names and passwords to access Quality Control Advisor, or to modify and/or delete an existing user: Role Customer Administrator To add a Customer Administrator, a new authorization form with a VP signature must be ed to Quality_Control_Advisor@FreddieMac.com to complete the request. Contact your Freddie Mac Remedy Management or Loan File Management contact or send an to Quality_Control_Advisor@Freddiemac.com to obtain the Quality Control Advisor Seller/Servicer User Administrator & Officer Certification Form. OR-- Login information may be obtained via our online registration available at Loan File Management and/or Remedy Management - Customer Read Only, Remedy Management - Customer Write Freddie Mac New Users (All roles) Contact your company s Customer Administrator or send an to request access to Quality Control Advisor. The Customer Administrator must create a New User request in Quality Control Advisor. You may also send an to Quality_Control_Advisor@FreddieMac.com box. Upon processing by Freddie Mac, within 2 days or less the individual user will receive two separate s containing the login information as follows: 1. Individual User Name and link to Quality Control Advisor. 2. Your Individual Password and Personal Identification Number (PIN) are ed to you in a separate . We recommend you retain this information. You will need your PIN if you need to request a password reset. Once this has been completed, Freddie Mac will send the Customer Administrator an notifying that the request has been completed. New users must click the ed link, enter the PIN, and create a new password within the timeframe designated in the . If the user does not create their new password within the designated timeframe, an must be sent to Support@FreddieMacQCA.com requesting a PIN and temporary password. Introduction January Chapter 1

8 Introduction Before You Begin Using Quality Control Advisor Before you begin using Quality Control Advisor, ensure you meet the minimum system recommendations and have access to Quality Control Advisor. This section provides information on system recommendations, hours of operation, and accessing Quality Control Advisor. System Recommendations It is best to view the Loan Advisor Suite in Internet Explorer 11. If using a lower browser version of Internet Explorer 11, you may notice some display and formatting differences. For viewing Management Reporting in full capability and flexibility, we recommend downloading the free web browser plug-in Microsoft Silverlight Version 4 or higher. Hours of Operation Click this link and navigate to the Quality Control Advisor hours of operation - Accessing Quality Control Advisor Quality Control Advisor is accessed via the Internet. To access, complete the following steps: Step / 1. You can access the Loan Advisor Suite Portal page via the following URL: com/loanadvisorsuite/ Bookmark this address for future access. Introduction January Chapter 1

9 Introduction Step / 2. Enter the Username and Password from your Freddie Mac message. The Loan Advisor Suite page displays: OR Then click LOG IN. Enter your Username and Password to access the Loan Advisor Suite Welcome page. You may change your individual password at any time. Launch the following demonstration for extra help: Passwords must be at least eight characters long and must include at least two alpha and one non-alpha character. To ensure the security of your data, we recommend you change your password regularly preferably every 90 days. If you forget your username or password, follow the prompts from the links Forgot your username/password? at the bottom of the LOG IN window. Visit the Quality Control Advisor web page at to help you get started with Quality Control Advisor tips, quick references, news, training information and other useful tools. Introduction January Chapter 1

10 Introduction Step / 3. On the Loan Advisor Suite Welcome page, click Open across from Quality Control Advisor. The Quality Control Advisor Main page displays: The Loan Advisor Suite Welcome page displays: When you select your User Name, a drop-down menu displays with My Preferences information and the ability to log out. If this is the first time you are using your User Name and Password, you will be prompted to change your Password and set the Security Profile questions. Introduction January Chapter 1

11 Introduction Navigating Quality Control Advisor The Home page The features display in all the main functions within Quality Control Advisor. You will only see the functions available to your user role. If you have a Customer Admin role, this page does not display unless you are set up with additional roles. If you are a Customer Administrator, you will access the function through the Other Links tab in the top navigation bar. See Chapter 5 - Customer Administrator. The table below provides a brief description of each feature: Feature (1) Left Header Menu (2) User Information (3) Right Side Menu Description Other Links Links to the Loan Advisor Suite Home Page Menu toggles between the Loan Advisor Suite Page and Quality Control Advisor Welcome page. Provides access to resources and support: Displays the User ID you used to log into Quality Control Advisor. When you select your User Name, a drop-down menu displays with My Preferences information and the ability to log out. Contact Us displays the address used to request assistance, business support and application availability hours. Help provides access to the Loan Advisor Suite online help system. Help question icon provides access to the Quality Control Advisor online help system. Within the online help system, you can view different topics of information through the search function, or toggle between the table of contents and search icons from the top menu bar to locate information. You can also access this user guide and other training resources via the Help link. Print icon provides access to printer functions for the opportunity to print pages. Introduction January Chapter 1

12 Introduction The Home Page (continued) Feature Description (4) Navigation bar Provides access to the main functions available to your user role: Loan File Management - Takes you to the Quick Reports tab on the Loan File Management page. Remedy Management - Takes you to the Remedy Management main page. Management Reporting - Takes you to the Management Reporting main page. Other Links - Provides access to your account information. o If you are a Customer Administrator, you will also see Customer Account when you click on Other Links icon in the top navigation bar. Contact Information - If you have Remedy Management access, you also can see a dropdown of your Freddie Mac Remedy Representative s contact information. (5) Main Menu Provides access to the functions available to your user role. (6) Notices Panel (7) Technical Support Provides information about upcoming or current system availability. It is important to review these messages as they may indicate planned down time for technical enhancements, or may reference potential data delays if processing jobs are running longer than expected. Displays information on contacting Technical Support. Introduction January Chapter 1

13 Introduction Loan File Management Provides summarized reporting on loan file requests and key loan file statuses. Remedy Management You can access loan(s) in the Remedy pipeline. Introduction January Chapter 1

14 Introduction Management Reporting You can view your QC and remedy data through various reports and create an individualized dashboard. Introduction January Chapter 1

15 Introduction Customer Administrator Click the Other Links from the top navigation bar and select Admin Request. All of the Customer Administrator s functions are managed through the Customer Account workflow in Quality Control Advisor. My Account tab Select My Account to access account information and to change your user password. Introduction January Chapter 1

16 Chapter Loan File Management 2 Loan File Management offers five tabs to view Quality Control (QC) loan file data: 1) Quick Reports 2) Loans, 3) Document Requests, 4) Appeals and 5) Document Upload Log. Quick Reports The Quick Reports tab provides summarized reporting on loan file requests and key loan file statuses. When entering Loan File Management, you will be taken to the Quick Reports tab the default landing page. This page provides: 1. A summary of the number of active file, document and appeals requests. 2. A breakdown of current and historical sample requests by review type. (Historical requests include the previous six months of requests.) 3. Links to view details on specific requests or appeals. (Links are blue.) Under Sample Requests, the Current Month tab and Historical tab contain icons to expand ( ) or collapse ( ) sections with more information on the requests. Each section includes: Type of review. Date the files were requested. Number of files within the request. Number of files outstanding (pending). Progression bar indicating what percent of the requested files were received. Checklist PDF containing details on required file documentation. Option to export the sample request details. 2 Quality Control Advisor data is refreshed daily. The effective date of the data is noted in the upper right hand corner of the screen, and typically has a 24- to 48-hour lag time. The page navigation icons ( ) become active when six or more records appear under a specific review type category to access additional records. 3 1 Loan File Management January Chapter 2

17 Loan File Management To view any of the report details, click the applicable blue link under File Requests, Document Requests, Appeals or Sample Requests. Current Month Tab View: For the Historical tab, click to expand a row to access individual sample requests, or select View Detail for a complete listing. Historical Tab View: Loan File Management January Chapter 2

18 Loan File Management The report you select opens with a list of applicable loans. This example lists loans with missing or incomplete document requests. Use the search fields to further filter your results. Select your search criteria and click Search. For field definitions, refer to the Data Field Definitions at the end of this chapter. A list of loan data meeting your specific search criteria displays at the bottom of the screen. To clear the search criteria, click Reset. Double - click on any row for more details about the loan. You also have options to export the loan information to Excel for further analysis, upload documents for a selected loan or View Doc. With each Quick Report, the fields that appear can be used as filtering criteria to search for an individual loan. To return to the previous screen, click the symbol at the top left of the screen. Loan File Management January Chapter 2

19 Loan File Management Loans The Loans tab provides the most comprehensive details on a loan or group of loans. To view details on a loan or group of loans, select the Loans tab on the Loan File Management page. Any of the fields in the top portion of the Loan File Management page can be used as filtering criteria to search for an individual loan or group of loans. Select your search criteria, and click Search. To clear the search criteria, click Reset. The loan data meeting your specific search criteria displays at the bottom of the screen. Additional buttons are available above the loan data list to further analyze the data, access more details on the loan and/or upload documents. Refer to the Additional Features section for more information. For field definitions, refer to the Data Field Definitions table at the end of this chapter. Scroll right to view all columns of data. If there are no search results, the message No records found displays. Loan File Management January Chapter 2

20 Loan File Management Document Requests The Document Requests tab provides a list of the missing and/or incomplete documents for an individual loan or group of loans. Prior to imaging, Freddie Mac reviews the file. If required critical documents are not included in the file, the file is deemed incomplete and Seller/Servicers are notified of the missing and/or incomplete critical documents only. A file does not continue through the review process until Freddie Mac receives the critical documents. To view a list of QC loans with document requests, select the Document Request tab on the Loan File Management page. Any of the fields in the top portion of the screen can be used as filtering criteria to search for an individual loan or group of loans. After selecting your search criteria, click Search. To clear the search criteria, click Reset. A list of QC loan data meeting your specific search criteria displays at the bottom of the screen. Additional buttons are available above the list of filtered loan data to further analyze the data, access more details on the loan and/or upload documents. Refer to the Additional Features section for more information. For field definitions, refer to the Data Field Definitions table at the end of this chapter. If there are no search results, the message No records found displays. Loan File Management January Chapter 2

21 Loan File Management Appeals The Appeals tab provides a list of loans with an appeal. Seller/Servicers can view basic information about the appeal and status. To view a list of loans with an appeal, select the Appeals tab on the Loan File Management page. Any of the fields in the top portion of the screen can be used as filtering criteria to search for an individual loan or group of loans. Select your search criteria, and click Search. To clear the search criteria, click Reset. A list of loan data meeting your specific search criteria displays at the bottom of the screen. Additional buttons are available above the list of filtered loan data to further analyze the data, access more details on the loan and/or upload documents. Refer to the Additional Features section for more information. For field definitions, refer to the Data Field Definitions table at the end of this chapter. If there are no search results, the message No records found displays. Loan File Management January Chapter 2

22 Loan File Management Document Upload Log The Document Upload Log tab provides a list of uploaded documents. Seller/Servicers can view basic information about the uploaded document such as the document type, who uploaded the document and the submission date. To view a log of uploaded documents, select the Document Upload Log tab on the Loan File Management page. Any of the fields in the top portion of the screen can be used as filtering criteria to search for an uploaded document or group of documents. After selecting your search criteria, click Search. To clear the search criteria, click Reset. A list of uploaded documents meeting your specific search criteria at the bottom of the screen. To view a document uploaded via Quality Control Advisor, click the icon in the applicable loan record. The View Doc pop up window displays the uploaded document. The Export to Excel button is available above the list of filtered documents. If an associated Seller/Servicer uploads a document on your behalf, you can see it in the Submitted By Company column. To view comments entered when pending documents were uploaded for review, click Yes in the Customer Comments column. The View Loan screen displays with the comments located below Additional Docs. Refer to the Additional Features section for more information on the View Doc and Export to Excel features. For field definitions, refer to the Data Field Definitions table at the end of this chapter. Loan File Management January Chapter 2

23 Loan File Management Additional Loan File Management Features The following features are available in the majority of the Loan File Management tabs: View Loan Export to Excel Multi Loan Search Letter Text Upload Documents View Loan To view individual loan information, double click anywhere on the loan within the row. The Loan Detail page displays selected loan information. To view data, you can navigate among the Loan Data, Seller/Servicer Data, Loan History and Letter Text sub-tabs. You can upload documents from each of the four tabs by clicking Upload Documents. Loan Data sub-tab: To view loan data for a specific loan, select the Loan Data sub-tab. Loan File Management January Chapter 2

24 Loan File Management Seller / Servicer Data subtab: To view Seller / Servicer data for a specific loan, select the Seller / Servicer Data sub-tab. Loan File Management January Chapter 2

25 Loan File Management Loan History sub-tab: To view selected loan history information, including information about actions that have been taken on a loan, select the Loan History subtab. You can use this page to complete the following actions: Upload documents. View the Document Upload History. View the document(s) uploaded to Freddie Mac through Quality Control Advisor. Export to Excel. View Comments. Scroll down to view all sections. Loan File Management January Chapter 2

26 Loan File Management Letter Text sub-tab: To view letter text for a specific loan, select the Letter Text subtab. You can use this page to complete the following actions: Upload documents. Export to Excel. Scroll down to view all sections. Export to Excel To export data, click Export to Excel. A new window displays asking if you want to Open or Save the Excel file. Loan File Management January Chapter 2

27 Loan File Management Multi Loan Search The Multi Loan Search allows you to search for a group of loans using loan numbers. In order to search and view results on a specific group of loans, you can either create an Excel spreadsheet with the list of loan numbers and upload it, or enter loan numbers in the Multi Loan Search list box. You can use a list of Freddie Mac, Seller, or Servicer Loan Numbers. If using an Excel spreadsheet, create the list of loan numbers in the Excel spreadsheet. Your list can have as many loan numbers as needed, as long as there are no numbers in the header row (row 1). Save the file to your desktop. Click Multi Loan Search. Loan File Management January Chapter 2

28 Loan File Management A pop-up window will display where you can select a search type from the dropdown list. The type selected needs to match the specific loan numbers you entered into the spreadsheet (Freddie Mac, Seller, or Servicer Loan Number). Once the type has been selected from the drop-down menu, click Browse and find the Excel file on your desktop. Select the Excel file and click Search. You may also use the list box. Enter the loan numbers in the search box, then click Search. Your results will display on the Import Loan Number List Results page. Any unmatched loans will not be displayed in the results. Loan File Management January Chapter 2

29 Loan File Management Letter Text To access the letter text associated with a loan, click on the loan to highlight it, and click Letter Text. You can select more than one loan before clicking Letter Text. You can also clear a selection by clicking on the loan again, or by using the Deselect all button to clear all selections. The list of letters displays. Click within the row to highlight the loan and display the full text in the Letter Text Detail section. You can also place your mouse cursor over the Most Recent Letter Text field to display the full letter text. Loan File Management January Chapter 2

30 Loan File Management Upload Documents The Upload Documents option allows you to securely send Freddie Mac loan files or documents through Quality Control Advisor. One or more loan files or documents in a PDF file format may be uploaded at a time. There are two ways to upload documents in Quality Control Advisor: Single Loan Upload and Multi Loan Upload. All documents and files uploaded via Quality Control Advisor should: Be a single PDF (Portable Document Format) file. Not exceed 48 MB or 1200 pages. Not be password-protected or encrypted. Have a file name of less than 100 characters. Single Loan Upload The Single Loan Upload allows you to upload a loan file or document to a specific loan. To upload documents for an individual loan file, use the search field to locate the loan. Click anywhere on the loan within the row to highlight it and click Upload Documents. You can also double click on the loan. The Loan Detail page displays with the selected loan information. Click Upload Documents. The Document Upload page displays. Documents may be uploaded one at a time through this screen for the selected loan file. Select the type of document you want to upload: Loan File Document Requests Appeals Additional drop-down options display based on the upload type you select. Loan File Management January Chapter 2

31 Loan File Management Loan File Select Subject Loan File and the page displays information regarding the Subject Loan File request(s), including the file request date (1 st File Rqst Date, the 2 nd File Rqst Date (if applicable), the Due Date, Status Date and File Order Status. Select Original Loan File and the page displays information regarding the Date Received and the Note Date. Example Subject Loan File Example Original Loan File Click Upload Loan File button. Loan File Management January Chapter 2

32 Loan File Management Document Requests Select Missing/Incomplete Docs and the page displays the Document Requests section. Document request information displayed in this section includes the Doc Code, Date Ordered, Doc Order Status, a description of the documents, and if applicable, additional comments. For Doc Order Status of Ordered or Rejected, the checkboxes are enabled for you to select the document(s) you wish to upload. For Doc Order Status of Received, Received / Alt Docs Provided and Canceled, the checkboxes are disabled. Click the checkbox(s) next to the document(s) you wish to upload, or select the checkbox in the header row to select all the documents listed. Then click the Upload Document button. Additional Docs No additional steps are needed when Additional Docs is selected. However, please note that this option should be used only to upload documents that do not appear under any of the other categories - Loan Files, Document Requests or Appeals. Click Upload Additional Docs. Example Missing/Incomplete Docs Example Additional Docs Loan File Management January Chapter 2

33 Loan File Management Appeals Select document type Appeals and the Appeals section will display. No additional steps are needed prior to clicking the Upload Appeals button. However, please note that a cover letter must accompany the appeal submission. NOTE: You may upload an Appeal to Quality Control Advisor or to the Appeal Mailbox. Please do not send the appeal to both locations. Click Upload Appeals. You may upload an Appeal when the Customer Review Status is Remedy Receipt Pending status ONLY. If the status is Appeal Decision Pending, the following error message pop-up will display: An appeal has already been received and is pending review. If you have additional information that should have been included with the existing pending appeal, please contact your Remedy Underwriter. For any status other than Remedy Receipt Pending or Appeal Decision Pending, the following error message will display in the Error column on the Document Upload Log: Appeal cannot be uploaded because there is no open repurchase. The Upload Document pop-up window displays. The Doc Type field displays the type of document selected for upload, and if applicable, the Selected Document Description List displays. Example - Missing/Incomplete Document(s) Click Add File. Loan File Management January Chapter 2

34 Loan File Management A new Upload Document popup window displays. Click Browse. The Choose File to Upload page displays. Locate the.pdf file you want to upload and click Open. The Upload Document pop-up window redisplays with the selected file. Click Save. Loan File Management January Chapter 2

35 Loan File Management A new Upload Document popup window displays with the file listed. The Doc Type field displays the type of document selected for upload, and if applicable, the Selected Document Description List displays. To continue adding documents, click Add File and follow the same process of choosing a file until you have selected all of the files you plan to upload at that time. To remove a document from the list, highlight the document and click Remove File. A message displays asking you to confirm that you want to delete the item. To add comments on a loan when pending documents are uploaded for review, click Add Comment. The Add Comments pop up box displays. When you are finished adding comments, click Save. The Upload Status Document popup window redisplays. Once you have completed your edits, click Submit. There are no character limitations on comments added. Comments will not receive a reply. The Documents Upload Log will confirm the document upload status. An information message displays indicating the documents uploaded. Click OK. Loan File Management January Chapter 2

36 Loan File Management Loan History tab After documents are successfully uploaded, the date the documents were uploaded displays in the Date Submitted column. The Doc Code reflects the document type you selected in the Loan File, Document Requests and Appeals sections. Loan File: Once Freddie Mac QC processes the Subject Loan File, the Status Date, File Order Status, Date Submitted columns will be updated. Document Requests: Once Freddie Mac QC processes the documents, the Status Date and Doc Order Status columns will be updated. Appeals: Once Freddie Mac QC processes the Appeal, the Date Received and Primary Appeal Basis columns will be updated. After a decision has been made on the appeal, the Appeal Decision field is updated. NOTE: Typically, it takes hours for the View Loan page to reflect the updated information Loan File Management January Chapter 2

37 Loan File Management View History of Uploaded Documents: The Document Upload History section of the Loan Detail page displays the history of uploaded documents. View Doc allows Seller/Servicers to review loan files and or documents uploaded via Quality Control Manager. To view an uploaded document, click the icon in the applicable loan record. The View Doc pop up displays. Click the X at the top of the screen to exit out of the document. Loan files and documents uploaded via Quality Control Advisor will be available to Seller/Servicers for viewing until the loan review has been closed/cancelled. User can only view documents associated with that Seller/Servicer. Loan File Management January Chapter 2

38 Loan File Management View Comments: Comments display on the Loan Detail screen below the Document Upload History section. Your comments will have the same document type as the required document uploaded and are titled as follows: Doc Type: Subject Loan File Original Loan File Missing/Incomplete Document(s) Additional Documents Appeal To export the added comments to an Excel file format, click Export to Excel. A link to comments added is also provided in the Customer Comments column of the Document Upload Log. To access the upload results at a later time, click the Document Upload Log tab. A link to comments added is provided in the Customer Comments column. Click the comments link Yes for the listed loan. The Loan Detail screen displays with the comments listed in the Comments section. Loan File Management January Chapter 2

39 Loan File Management Multi Loan Upload The Multi Loan Upload allows you to upload multiple Loan Files and Documents in multiple batches. Each batch can consist up to 20 documents/loan files for multiple loan numbers at the same time. If you have multiple batches, you can start a new batch after the previous batch has completed Quality Control Advisor s verification process. This functionality also allows Quality Control Advisor users to upload files for any valid Freddie Mac loan number, providing the ability of Sub-Servicers or original Sellers to upload loan files and documents for the Seller/Servicer responsible for QC review. To upload documents for multiple loan numbers at the same time, click the Upload Documents button from the Loans, Document Requests or Appeals screen without selecting a loan number. The Multi Loan Upload page displays. Click on the dashed box to browse for files, or drag and drop files into the box. You may upload an Appeal when the Customer Review Status is in Remedy Receipt Pending status ONLY. If the Customer Review Status is Appeal Decision Pending, the following error message will display in the Error column on the Document Upload Log: An appeal has already been received and is pending review. If you have additional information that should have been included with the existing pending appeal, please contact your Remedy Underwriter. For any Customer Review Status other than Remedy Receipt Pending or Appeal Decision Pending, the following error message will display in the Error column on the Document Upload Log: Appeal cannot be uploaded because there is no open repurchase. Each file must be a single PDF and not exceed 48MB. Loan File Management January Chapter 2

40 Loan File Management Loan files and documents must follow strict naming conventions. The file name must meet the following specifications: Begin with the Freddie Mac Loan Number, Followed by an underscore, and End with one of the following Doc Type designations: Subject Loan File Original Loan File Missing Docs/Incomplete Docs LN OLF MD_INC Appeals Additional Docs APL ADD After selecting the files for upload, click Upload. One Upload per Loan # Example: _LN _MD_INC If you need to delete a file from the list before uploading, click Remove file. Loan File Management January Chapter 2

41 Loan File Management Once the document upload process begins, Quality Control Advisor verifies and uploads the files. Click the Minimize button if you wish to minimize the upload window and continue working in Quality Control Advisor while the upload process completes. A progress bar will appear in the box for each loan while the files continue to upload. After the upload batches are completed, a pop-up message will display advising you to validate the upload via the Document Upload Log. The uploaded batches are assigned a Batch Number. To validate the upload results or access at a later time, click the Document Upload Log tab. Upload Status: Loans included in the batch will be listed in the Document Upload Log with an Upload Status of Processing until the loan has been validated. After the loan has been validated, the upload status will update as either Complete or Error. Initially, the Submitted By and Submitted Date are populated on the Document Upload Log. The document/loan file status is populated after the uploaded document/loan file is reviewed and logged by Freddie Mac (typically within 48 hours). Loan File Management January Chapter 2

42 Loan File Management Data Field Definitions The following table describes data fields available on the Loan File Management tabs. Field / Column Title Definition 1 st File Request Date Date the loan file was first requested for review. 2 nd File Request Date Date the loan file was subsequently requested for review. Additional Documents Appeal Decision Appeal Decision Reason Appeal Status Associated Loan Number Bifurcation Type Uploaded documents not included in the Missing or Incomplete Document section of the View Loan screen that the Seller/Servicer determines are necessary for the QC loan file review. Freddie Mac s decision in response to an appeal submitted by the Seller/Servicer: Deny Appeal / Uphold Remedy Rescind Appeal / Waive Remedy Reason for an Appeal Decision. Current status of the appeal request. 2nd Level Apl Dcsn Pending: Appeal decision is waiting for a second review. Appeal Dcsn Pending: Appeal decision has not yet been made. Closed: Appeal decision is complete. SS Apl Notification Pending: Appeal decision is pending publishing. Number used to identify the file used to make the original decision on the mortgage. Also known as the original loan file. An indicator as to whether the liability for the origination representations and warranties is split between two or more Seller/Servicers. FRE Settlement: As a result of a negotiated settlement, Freddie Mac has relieved the Seller/Servicer of most origination representations and warranties. FULL: The Seller is responsible for all origination representations and warranties as defined in the applicable Purchase Documents; Freddie Mac generally may not hold the Servicer responsible for a breach of these representations and warranties. NONE: There is no bifurcation. OPERATIONAL: The Seller is responsible for all origination representations and warranties as defined in the applicable Purchase Documents; Freddie Mac may hold the Servicer responsible for a breach of these representations and warranties if Freddie Mac suspends or terminates the Seller. Loan File Management January Chapter 2

43 Loan File Management Field / Column Title Customer Review Status Date Appeal Received Date Letter Published Date Ordered / Date Requested Date Received Date Submitted Date Type Definition Status of the review. File Receipt Pending: Full loan file has not yet been received. Pre-Underwriting: Loan file has been received. Loan file will be reviewed for completeness, will be imaged/indexed to Freddie Mac standard and reverifications will be completed (if applicable) in preparation for underwriter review. Review in Progress: Loan file is pending review or actively being reviewed by underwriter. Remedy Receipt Pending: A repurchase request has been issued. Appeal Decision Pending: Appeal decision has not yet been made. Review Closed-Acceptable: Review has been closed and the loan file is acceptable. Review Closed-Not Acceptable: Review has been closed and the loan file is not acceptable. Review Cancelled: Review has been cancelled. Review Closed-Pending Reissue: Current review is being closed, but the request is being reissued for a different review reason. MI Appeal Status Pending Date when Freddie Mac received the appeal from the Seller/Servicer for the Remedy request Date the appeal decision letter was published. Date the documents were requested by Freddie Mac. Date the documents were received by Freddie Mac. Date the specific document was uploaded for the loan. The date type search filter. Once the type of search is selected, an applicable start and end date can be entered as search criteria. Options may include: 1 st File Request Date 2 nd File Request Date Appeal Rcvd Date Date Appeal Received Date Due Date Letter Published Date Received Date Requested File Received Date File Request Due Date Review Close Date Loan File Management January Chapter 2

44 Loan File Management Field / Column Title Doc Code Doc Description Doc Order # Doc Order Status Doc Type Family # Definition Code that identifies the request as either a missing (MD) or incomplete document (INC). Description of Incomplete Docs / Incomplete Docs Description Description of Missing Docs Numerical sequence of document(s) ordered. Current status of the request. Category or type of the critical missing documents requested. Category or type of missing documents requested. Ordered: A request has been sent to the Seller/Servicer. Received: The requested document(s) was received from the Seller/Servicer. Received / Alt Docs Provided: An alternative to the requested document(s), which may or may not satisfy the request, was received from the Seller/Servicer. Rejected: The document(s) received from the Seller/Servicer did not satisfy the document requested by Freddie Mac. Cancelled: The request for this document was cancelled. The requested documentation is no longer needed. Doc Type Identifier used to classify the uploaded document. Valid values include: Additional Document Appeal Missing/Incomplete Documents Original Loan File Subject Loan File The unique identification number assigned to the Seller/Servicer family that is responsible for the mortgage. Family Name Name of the Seller/Servicer corresponding to the assigned Family #. File Order Status File Request Due Date File Received Date FM # / FM Loan # Funding Date Current status of the request. Ordered: A file request has been sent to the Seller/Servicer. Overdue: The file requested has not been received by the due date. Received: The requested file was received from the Seller/Servicer. Cancelled: The request for this file was cancelled. The requested file is no longer needed. Date the loan file is due for delivery to Freddie Mac. Date Freddie Mac received the loan file requested for review. The unique identification number assigned by Freddie Mac to the mortgage at delivery/funding. Date Freddie Mac disbursed payment to the Seller for the mortgage purchased by Freddie Mac. Loan File Management January Chapter 2

45 Loan File Management Field / Column Title Incomplete Docs Incomplete Docs Comments Order from SSR # Order from SSR Name Original Loan File Primary Appeal Basis Primary Deficiency Property Address R&W Family Name R&W Family # Responsible Family Responsible Family # Review Close Date Review Type Sample Type Seller # Seller Loan # Seller Name Definition Critical documentation required to begin the underwriting is missing. Detailed description of the critical missing documents (if available). The unique Seller/Servicer number from which Freddie Mac ordered a loan file for review. Name of Seller/Servicer from which Freddie Mac ordered a loan file for review. The original credit qualifying file for the loan that is being refinanced. Reason associated with the appeal submitted by the Seller/Servicer. The primary defect of the mortgage. Street address of the subject property. Name of the Seller/Servicer family that is providing representations and warranties for the mortgage. The unique identification number assigned to the Seller/Servicer family that is providing representations and warranties for the mortgage. Seller/Servicer family to which the remedy request was sent. The unique identification number assigned to the Seller/Servicer that is responsible for the representations and warranties for the mortgage. Date the review was closed. Type of review requested. PL: Performing NPL: Non Performing CPL: Compliance CPL/PL: Dual Review for both Compliance and Performing CPL/NPL: Dual Review for both Compliance and Non Performing Sample types within the Management Reporting function include the following: PL Base - Performing Loan Base PL Target - Performing Loan Target NPL - Non Performing Loan CPL - Compliance Other The unique identification number assigned to the Freddie Mac Seller. The number assigned by the Seller to identify the mortgage within the Seller s system. Name of the Freddie Mac Seller. Loan File Management January Chapter 2

46 Loan File Management Field / Column Title Servicer # Servicer Loan # Servicer Name State Status Date Zip Code Definition The unique identification number assigned to the Freddie Mac Servicer. The number assigned by the current Servicer to identify the mortgage within the Servicer s system. Name of the Freddie Mac Servicer. State where the subject property is located. Date the Doc Order Status or File Order Status changed. Zip/Postal Code of the subject property address. Loan File Management January Chapter 2

47 Chapter Remedy Management 3 Remedy Management provides a remedy dashboard and four tabs to view information on issued, outstanding and closed repurchase or remedy requests: 1) Single Loan, 2) Pipeline, 3) Reports and 4) Document Upload Log. Remedy Dashboard The remedy dashboard provides a quick visual breakdown of open remedies. The information includes a summary view of open remedies with more detailed data available for each dashboard section selected. When entering Remedy Management, you will see the remedy dashboard. The dashboard appears at the top of each of the four tabs. in The top of the dashboard includes totals for the number of outstanding remedies and an estimated amount owed. Below the totals the information is broken down further by aging buckets of the outstanding remedies. The loan count totals, loan count % and dollar amount for the Total Estimated Owed are based upon the filter criteria you select. Filter the remedy information in the dashboard by clicking FILTER BY. The screen expands to display the filter section. Options include filtering by a remedy source and/or current remedy description. Select the radio button next to the information you want in the dashboard. To view the loan details, click the applicable blue hyperlink. The symbol indicates you can click on that badge to access the loan-level detail in each aging buckets. shbord contains the following information (reflected in order of appeance): Remedy Outstanding - Total number of loans that have an outstanding remedy request. Total Estimated Owed - The sum of Estimated Owed for the loans that have an outstanding remedy request. Loans <= 60 Days - Total number of loans that have an outstanding remedy request <= 60 days past the repurchase letter date as calculated by Data as of date. Loans Days - Total number of loans that have an outstanding remedy request days past the repurchase letter date as calculated by Data as of date. Loans Days - Total number of loans that have an outstanding remedy request days past the repurchase letter date as calculated by Data as of date. Loans Days - Total number of loans that have an outstanding remedy request over days old. Loans > 365 Days - Total number of loans that have an outstanding remedy request >365 days past the repurchase letter date as calculated by Data as of date. Loans with Open Appeals - Total number of loans that have an outstanding remedy request and an open appeal. Loans Agreed to Repurchase - Total number of loans that have an outstanding remedy request with an agreement to repurchase. Remedy Management January Chapter 3

48 Remedy Management View Loan Details After clicking on a hyperlink or symbol, you will be taken to a page that displays the loan-level details for the selected loans. The filter parameters you selected will display in the header portion. To view the details of a specific loan, double click anywhere on the loan within the row. The Loan Detail page displays the data pertaining to the specific loan. Refer to the Additional Features section for more information on the Loan Detail screen. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export to Excel from the top left corner of the title bar. A new window displays asking if you want to Open or Save the Excel file. Remedy Management January Chapter 3

49 Remedy Management Single Loan The Single Loan tab provides repurchase or remedy information for a single loan. When entering Remedy Management, you will be taken to the Single Loan tab on the Remedy Management main page the default landing page. A comments alert message appears in the upper right corner of the page to notify you if new Freddie Mac comments are available for loans. The alert message also indicates the number of loans that have new comments. In this example, there are 14 loans with new comments. Click View New Comments to access the comments. Quality Control Advisor data is refreshed daily. The effective date of the data is noted in the upper right hand corner of the screen, and typically has a 24- to 48-hour lag time. The New Comments Available pop-up window displays with a list of loans that contain new comments. Double click anywhere within a row to access the Loan Detail page and review the comments. After you have reviewed the comments for a loan, click anywhere within a row to highlight it and click Mark Comment(s) As Read. Use the Select all or Deselect all buttons if you want to highlight or de-highlight all loans within the list. Once the comment is marked as read, the number associated with the View New Comments alert message is updated. Remedy Management January Chapter 3

50 Remedy Management Beneath the Single Loan tab on the Remedy Management page is a search section. To search for a single loan, enter the FM #, Seller Loan #, or Servicer Loan #, then click Search. Click Reset to begin a new search. The screen expands to display the data pertaining to the specific loan. After a loan is located, there are other options you can use below the search section, including: Upload Documents option, Loss Statement option and a subset of tabs which display loan specific Remedy Data, Appeal Data, Seller/Servicer Data, Loan Data, Letter Text and, if applicable, a Loss Statement. Users with Remedy Management Customer Write roles can also add new comments under the Comments tab and add/update the Customer Status field. To upload documents, refer to the Additional Features section. To view data, you can navigate among the Remedy Data, Appeal Data, Seller/Servicer Data, Loan Data, Letter Text tabs and if applicable, the View Loss Statement tab. Failure to enter a loan number will result in an error. Remedy Management January Chapter 3

51 Remedy Management Remedy Data sub-tab: This is the default view. This view displays repurchase or remedy data for a specific loan. Hover your cursor over a column heading to view a heading title in the blue bar or to adjust the column width. Appeal Data sub-tab: To view appeal data, including the appeal history, for a specific loan, select the Appeal Data sub-tab. Remedy Management January Chapter 3

52 Remedy Management Seller / Servicer Data sub-tab: To view Seller / Servicer data for a specific loan, select the Seller / Servicer Data sub-tab. Loan Data sub-tab: To view loan data for a specific loan, select the Loan Data sub-tab. Letter Text sub-tab: To view letter text for a specific loan, select the Letter Text sub-tab. Remedy Management January Chapter 3

53 Remedy Management View Loss Statement sub-tab: The View Loss Statement tab appears if a Loss Statement is available or was previously ordered for the loan. To view a Loss Statement or order history for the loan, click the View Loss Statement tab. To export the Loss Statement record history, click, Export to Excel. To download the Loss Statement as a PDF, click Download Loss Statement. NOTE: Only loans with an Order Status of Completed can be downloaded. A new window displays asking if you want to Open or Save the PDF file. Remedy Management January Chapter 3

54 Remedy Management Pipeline The Pipeline view displays loan-level details for repurchases and remedy requests. The level of data provided is intended to facilitate a more detailed analysis and discussion of repurchases and remedy requests. To view a list of loans with additional loan-level details about repurchases and remedy requests, select the Pipeline tab on the Remedy Management page. Loans with a disposition of Outstanding are displayed by default. Select your search criteria then click Search. A list of loans that meet your specific search criteria displays at the bottom of the screen. If there are no search results, the message No records found displays. Click Reset to begin a new search. Additional buttons are available above the list of filtered loan data to further analyze the data, access more details on the loan, and/or upload documents. Refer to the Additional Features section for more information. Scroll right to view all columns of data. Columns of of information can be be sorted in in ascending ( ) or or descending ( ) order by by clicking the column title. To To sort by by a a different column, simply click on on the heading of of the column you wish to to sort. Hover your cursor over a column heading to view a heading title or to adjust the column width. Remedy Management January Chapter 3

55 Remedy Management Reports The Reports tab provides the ability to view and download your month-end Remedy reports. To access the month-end reports, select the Reports tab on the Remedy Management page. From the Select Report dropdown list, choose the type of report you wish to access. Only the reports that are applicable to you will appear in the dropdown list. Options may include the Month End Summary Report and Month End Pipeline Report. A list of available reports appears by date. The dates are links to the applicable report. Select a report date link. NOTE: It may take a few minutes to process depending on the size of the report. A new window displays at the bottom of your screen asking if you want to Open, Save, or Save and Open the report. Remedy Management January Chapter 3

56 Remedy Management Month End Summary Report: If available to you, the Month End Summary Report is provided in a PDF file format and includes information on the following: Repurchases. Repurchase Alternatives. Servicing Notice of Defect. Resolution & Estimated Fees. Month End Pipeline Report: The Month End Pipeline Report is provided in an Excel file format and includes the following three tabs of information: Outstanding remedy requests. Issued Remedy Requests. Closed Remedy Requests. Remedy Management January Chapter 3

57 Remedy Management Document Upload Log The Document Upload Log tab provides a list of uploaded documents. Seller/Servicers can view basic information about the uploaded document such as the document type, who uploaded the document and the submission date. They can also view the documents uploaded via Quality Control Advisor. To view a log of uploaded documents, select the Document Upload Log tab on the Remedy Management page. Fields under the Document Upload Log tab can be used as filtering criteria to search for an uploaded document or group of documents. Select your search criteria and click Search. To clear the search criteria, click Reset. A list of uploaded documents meeting your specific search criteria displays at the bottom of the screen. To view a document uploaded via Quality Control Advisor, click the icon in the applicable loan record. The View Doc pop up window displays the uploaded document. The Export to Excel button is available above the list of filtered documents. Refer to the Additional Features section for more information on the View Doc and Export to Excel features. For field definitions, refer to the Data Field Definitions table at the end of this chapter. If an associated Seller/Servicer uploads a document on your behalf, you can see it in the Submitted By Company column. Hover your cursor over a column heading to view a heading title or to adjust the column width. Remedy Management January Chapter 3

58 Remedy Management Additional Remedy Management Features The following functionality is available on the Basic and Detail Pipeline pages: Loan Detail Export to Excel Multi Loan Search Update Status (in bulk) Add Comments (in bulk) Letter Text Upload Documents Loss Statement Loan Detail To view details of a specific loan in a Remedy Dashboard detail grid or the Pipeline tab, double click anywhere on the loan within the row. Example From the Pipeline tab Remedy Management January Chapter 3

59 Remedy Management The Loan Detail page displays. The system displays the data pertaining to the specific loan. To view data, you can navigate among the Remedy Data, Appeal Data, Seller/Servicer Data, Loan Data, Letter Text tabs and if applicable, the View Loss Statement tab. Users with Remedy Management Customer Write roles can add new comments under the Comments tab and add/update the Customer Status field. Update the Customer Status by selecting the appropriate status in the drop down box. The update will be reflected immediately in the Customer Status History. Users with Remedy Management Customer Write roles can add new comments under the Comments tab and add/update the Customer Status field. Remedy Management January Chapter 3

60 Remedy Management Export to Excel To export data from the Pipeline or Document Upload Log tab, click, Export to Excel. Example from Pipeline tab: Hover your cursor over a column heading to view a heading title or to adjust the column width. In the Pipeline tab, you may also include the letter text with the Export. A new window displays asking if you want to Open or Save the Excel file. Multi Loan Search The Multi Loan Search allows you to search for a group of loans using loan numbers. In order to search and view results on a specific group of loans, you can either create an Excel spreadsheet with the list of loan numbers and upload it, or enter loan numbers in the Multi Loan Search list box. You can use a list of Freddie, Seller, or Servicer Loan Numbers. If using an Excel spreadsheet, create the list of loan numbers in the Excel spreadsheet. Your list can have as many loan numbers as needed, as long as there are no numbers in the header row (row 1). Save the file to your desktop. Remedy Management January Chapter 3

61 Remedy Management Click Multi Loan Search. A pop-up window will display where you can select a search type from the dropdown list. The type selected needs to match the specific loan numbers you entered into the spreadsheet (Freddie Mac, Seller, or Servicer Loan Number). Once the type has been selected from the drop-down menu, click Browse and find the Excel file on your desktop. Select the Excel file and click Search. You may also use the list box. Enter the loan numbers in the search box, then click Search. Your results will display on the Import Loan Number List Results page. The results display loans with Disposition of Outstanding. To display loans with Disposition of Closed, or Issued select the applicable value from the Disposition drop-down menu. Click Search again to display the loan list. Remedy Management January Chapter 3

62 Remedy Management Update Status (in bulk) To add/update the Customer Status for multiple loans from Pipeline tab, click on each row containing the loan you wish to include for the status change. Once all desired loans are chosen, click Update Status. Only users with Remedy Management Customer Write roles can update the customer status. The Customer Change Status pop-up box displays where you can select from the drop-down menu to change the Customer Status. Click Save after the status is selected. The Customer Status can also be updated in the Remedy Data subtab via the Loan Detail page. Loan status is posted immediately and appears in real time. Add Comments (in bulk) To add comments to multiple loans from Pipeline tab, click on each row containing the loan you wish to include for the comment. Once all desired loans are chosen, click Add Comments. Only users with Remedy Management Customer Write roles can add new comments. Remedy Management January Chapter 3

63 Remedy Management The Add Comments pop-up box will display where you can enter your comments. Click Save Customer Comment after the comment is entered. The update will be reflected immediately in the Comment History section. Both Seller/Servicer and Freddie Mac comments are posted immediately and appear in real time. Letter Text To access the letter text from the Pipeline tab, click on the loan to highlight it and then click Letter Text. You can select more than one loan before clicking Letter Text. Remedy Management January Chapter 3

64 Remedy Management The list of letters displays. Click within the row to highlight the loan and display the full text in the Letter Text Detail section. You can also place your mouse cursor over the Most Recent Letter Text field to display the full letter text. Remedy Management January Chapter 3

65 Remedy Management Upload Documents The Upload Documents option allows you to securely send Freddie Mac loan files or documents through Quality Control Advisor. One or more loan files or documents in a PDF file format may be uploaded at a time. There are two ways to upload documents in Quality Control Advisor: Single Loan Upload and Multi Loan Upload. All documents and files uploaded via Quality Control Advisor should: Be a single PDF (Portable Document Format) file Not exceed 48 MB or 1200 pages Not be password-protected or encrypted Have a file name of less than 100 characters Single Loan Upload The Single Loan Upload allows you to upload a loan file or document to a specific loan. To upload documents for an individual loan file from the Pipeline tab, use the search field to locate the loan. Click anywhere on the loan within the row to highlight it and click Upload Documents. You can also double click on the loan. The Loan Detail page displays with the selected loan information. Click Upload Documents. Loan Detail view that displays when the loan within the row is highlighted and Upload Documents is selected. Remedy Management January Chapter 3

66 Remedy Management The Document Upload page displays. Documents may be uploaded one at a time through this screen for the selected loan file. Select the type of document to be uploaded: Loan File Document Requests Appeals Additional drop-down options display based on the upload type you select. NOTE: The remainder of this section provides information on uploading Appeals. For information on uploading Loan Files, Document Requests and Additional Docs, refer to Upload Documents in Chapter 2 - Loan File Management. Appeals Click document type Appeals and Appeals section will display. No additional steps are needed prior to clicking the Upload Appeals button. However, please note that a cover letter must accompany the appeal submission. NOTE: You may upload Appeals to Quality Control Advisor or to the Appeal Mailbox. Please do not send the appeal to both locations. Click Upload Appeals. Appeals: You may upload an Appeal when the Customer Review Status is in Remedy Receipt Pending status ONLY. If the Customer Review Status is Appeal Decision Pending, the following error message pop-up will display: An appeal has already been received and is pending review. If you have additional information that should have been included with the existing pending appeal, please contact your Remedy Underwriter. For any Customer Review Status other than Remedy Receipt Pending or Appeal Decision Pending, the following error message will display in the Error column on the Document Upload Log: Appeal cannot be uploaded because there is no open repurchase. Remedy Management January Chapter 3

67 Remedy Management The Upload Document pop-up window displays. The Doc Type field displays the type of document selected for upload, and if applicable, the Selected Document Description List displays. Click Add File. A new Upload Document popup window displays. Click Browse. The Choose File to Upload page displays. Locate the.pdf file you want to upload and click Open. Remedy Management January Chapter 3

68 Remedy Management The Upload Document pop-up window redisplays with the selected file. Click Save. A new Upload Document popup window displays with the file listed. The Doc Type field displays the type of document selected for upload, and if applicable, the Selected Document Description List displays. To continue adding documents, click Add File and follow the same process of choosing a file until you have selected all of the files you plan to upload at that time. To remove a document from the list, highlight the document and click Remove File. A message displays asking you to confirm that you want to delete the item. To add comments on a loan when pending documents are uploaded for review, click Add Comment. The Add Comments pop up box displays. When you are finished adding comments, click Save. The Upload Status Document popup window redisplays. Once you have completed your edits, click Submit. There are no character limitations on comments added Remedy Management January Chapter 3

69 Remedy Management An information message displays indicating the documents uploaded. Click OK. Uploaded documents cannot be viewed. After the documents are successfully uploaded, the date the documents were uploaded appears. For Appeals, a message displays indicating the date the appeal was received, and that the documents are subject to appeal verification. NOTE: Typically, it takes hours for the View Loan page to reflect the updated information. View History of Uploaded Documents The Document Upload History section of the Loan Detail page displays the history of uploaded documents. View Doc allows Seller/Servicers to review loan files and or documents uploaded via Quality Control Manager. To view an uploaded document, click the icon in the applicable loan record. Once Freddie Mac QC processes the Appeal, the Date Received and Primary Appeal Basis columns will be updated. After the a decision has been made on the appeal, the Appeal Decision field is updated. Hover your cursor over a column heading to view a heading title or to adjust the column width. Remedy Management January Chapter 3

70 Remedy Management The View Doc pop up displays. Click the X at the top of the screen to exit out of the document. Loan files and documents uploaded via Quality Control Advisor will be available to Seller/Servicers for viewing until the loan review has been closed/cancelled. User can only view documents associated with that Seller/Servicer. View Comments Comments display on the Loan Detail screen below the Document Upload History section. Your comments will have the same document type as the required document uploaded and are titled as follows: Doc Type: Subject Loan File Original Loan File Missing/Incomplete Documents Additional Documents Appeal To export the added comments to an Excel file format, click Export to Excel. A link to comments added is also provided in the Customer Comments column of the Document Upload Log. Remedy Management January Chapter 3

71 Remedy Management To access the upload results at a later time, click the Document Upload Log tab. To view a document uploaded via Quality Control Advisor, click the icon in the applicable loan record. The View Doc pop up window displays the uploaded document. A link to comments added is provided in the Customer Comments column. Click the comments link Yes for the listed loan. The Loan Detail screen displays with the comments listed in the Comments section. If an associated Seller/Servicer uploads a document on your behalf, you can see it in the Submitted By Company column. Hover your cursor over a column heading to view a heading title or to adjust the column width. Multi Loan Upload The Multi Loan Upload allows you to upload multiple Loan Files and Documents in multiple batches. Each batch can consist up to 20 documents/loan files for multiple loan numbers at the same time. If you have multiple batches, you can start a new batch after the previous batch has completed Quality Control Advisor s verification process. This functionality also allows Quality Control Advisor users to upload files for any valid Freddie Mac loan number, providing the ability of Sub-Servicers or original Sellers to upload loan files and documents for the Seller/Servicers responsible for QC review. To upload documents for multiple loan numbers at the same time, click the Upload Documents button from the Pipeline tab without selecting a loan number. The Multi Loan Upload Screen displays. You may upload an Appeal when the Customer Review Status is in Remedy Receipt Pending status ONLY If the Customer Review Status is Appeal Decision Pending, the following error message will display in the Error column on the Document Upload Log: An appeal has already been received and is pending review. If you have additional information that should have been included with the existing pending appeal, please contact your Remedy Underwriter. For any Customer Review Status other than Remedy Receipt Pending or Appeal Decision Pending, the following error message will display in the Error column on the Document Upload Log: Appeal cannot be uploaded because there is no open repurchase. Remedy Management January Chapter 3

72 Remedy Management Click on the dashed box to browse for files, or drag and drop files into the box. Each file must be a single PDF and not exceed 48MB. Loan files and documents must follow strict naming conventions. The file name must meet the following specifications: Begin with the Freddie Mac Loan Number, Followed by an underscore, and End with one of the following Doc Type designations: Subject Loan File LN Original Loan File OLF Missing Docs/Incomplete Docs MD_INC Appeals Additional Docs APL ADD One Upload per Loan # Example: _LN _MD_INC When uploading multiple documents with the same Doc Type designation for the same loan, you must add a sequence number to the file name. Multiple Uploads per Loan # Example: _MD_INC _MD_INC _MD_INC 23 Remedy Management January Chapter 3

73 Remedy Management After selecting the files for upload, click Upload. If you need to delete a file from the list before uploading, click Remove file. Once the document upload process begins, Quality Control Advisor verifies and uploads the files. Click the Minimize button if you wish to minimize the upload window and continue working in Quality Control Advisor while the upload process completes. A progress bar will appear in the box for each loan while the files continue to upload. After the upload batches are completed, a pop-up message will display advising you to validate the upload via the Document Upload Log. The uploaded batches are assigned a Batch Number. Remedy Management January Chapter 3

74 Remedy Management To validate the upload results or access at a later time, click the Document Upload Log tab. Initially, the Submitted By and Submitted Date are populated on the Document Upload Log. The document/loan file status is populated after the uploaded document/loan file is reviewed and logged by Freddie Mac (typically within 48 hours). Order Loss Statement To order a Loss Statement, use the search field to locate the loan for which you wish to order a Loss Statement. Click anywhere on the loan within the row to highlight it and click Loss Statement. You can also double click on the loan and click Loss Statement from the Loan Detail page. A Loss Statement pop-up window displays. Click Order or Cancel as applicable. Remedy Management January Chapter 3

75 Remedy Management A new Agree to Repurchase pop-up window displays. Click Yes or No as applicable. If Yes is selected, the following message displays: Your Loss Statement request has been received. If No is selected, the following message displays: Please contact your Remedy Representative for further assistance. The View Loss Statement sub-tab appears under the Single Loan tab after a Loss Statement request has been made. You can view the history of the request on the screen, export the history of the request with the Export to Excel button, or download the Loss Statement with the Download Loss Statement button. NOTE: Only loans with an Order Status of Completed can be downloaded. Remedy Management January Chapter 3

76 Remedy Management Data Field Definitions The following table describes data fields available on the Remedy Management tabs. Field / Column Title Aging Bucket Agrees to Repurchase Appeals Appeals Count Current Remedy Alternative Amount Current Remedy Alternative Offered Date Current Remedy Description Customer Status Definition Predetermined filter criteria displaying the number of days the repurchase is outstanding. Seller/Servicer s agreement to repurchase the mortgage. An indicator as to whether or not the Seller/Servicer provided information to refute a Remedy request. Number of the appeals received on a remedy. Amount offered by Freddie Mac in lieu of a repurchase. Date the Alternative was offered. Description of the Remedy offered by Freddie Mac. Valid values are: Repurchase Indemnification with Shared Loss Shared Loss MI Stand-In Alternative Payment MI Stand-In Indemnification MI Orig Settlement PL Alternative Recourse RR Curtailment Servicing Repurchase Servicing Indemnification Servicing Repurchase Alternative Servicing Notice of Defect Seller/Servicer defined status of the Remedy request. Seller/Servicer can choose: Repurchase/Alternative Letter Received: Seller/Servicer received Remedy request, i.e. repurchase/alternative letter; review in progress. Repurchase/Alternative Letter Not Received: Seller/Servicer did not receive Remedy request, i.e. repurchase/alternative letter. Agree to Repurchase: Seller/Servicer s agreement to repurchase the loan. Funds Remitted: Seller/Servicer remitted repurchase/make whole or alternative funds. Appeal Submitted: Seller/Servicer submitted an appeal to refute the Remedy request. Appeal Denial Received: Seller/Servicer received Appeal Denial letter; review in progress. Impasse: Loan identified by Seller/Servicer as Impasse and/or Impasse loan being discussed with Freddie Mac QC Impasse team. Remedy Management January Chapter 3

77 Remedy Management Field / Column Title Customer Status History Date Agree to Repurchase Date Last Denial Days Outstanding Days Until Due Date Disposition Doc Type Due Date Estimated Total Owed FM # / Loan # Failure to Comply Funding Date Impasse / Impasse Review Lender Channel Master Commitment (referred to in the Guide as Pricing Identifier) Definition Historical view of the Customer Status. Date Seller/Servicer agrees to repurchase the mortgage. Date when the last appeal denial decision was made. Number of days since the remedy letter was issued. Number of days until the Remedy is due. Current status of the repurchase. Outstanding: Any repurchases currently outstanding. Issued: Any issued repurchases. Closed: Any closed repurchases. Doc Type Identifier used to classify the uploaded document. Valid values include: Additional Document Appeal Missing/Incomplete Documents Original Loan File Subject Loan File Date the requested documents are due. Estimated amount of losses outstanding on the mortgage. The unique identification number assigned by Freddie Mac to the mortgage at delivery/funding. An escalation letter sent due to expired Alternative to repurchase period. Date Freddie Mac disbursed payment to the Seller for the mortgage purchased by Freddie Mac. Freddie Mac status of Impasse: Impasse Lendr ID: Seller/Servicer identified the loan as Impasse. Impasse Discussion: Impasse loan is being discussed with Freddie Mac QC Impasse team. An indicator as to whether or not the loan was originated by a third party. Refers to the unique identification number assigned to the Master Commitment (referred to in the Guide as Pricing Identifier) that is the agreement between Freddie Mac and the Seller providing the terms under which Freddie Mac purchases eligible mortgages over a fixed period of time. Remedy Management January Chapter 3

78 Remedy Management Field / Column Title MI Only Month End Pipeline Report Month End Summary Report Mortgage Status Open Appeal Payoff Type Primary Deficiency Remedy Close Reason Remedy Letter Date Remedy Representative Remedy Source Definition Remedies where the only deficiencies are related to Mortgage Insurance (MI). A report that enables you to have a centralized way to manage your remedy data. This report is provided in a PDF file format and includes information on the following: Repurchases Repurchase Alternatives Servicing Notice of Defect(s) Resolution & Estimated Fees Description of the current mortgage status. An indicator as to whether or not a decision is pending review by Freddie Mac on an appeal submitted by the Seller/Servicer. Type of mortgage payoff. The primary defect of the mortgage. Reason the remedy request was closed by Freddie Mac. Date the remedy letter was issued to the Seller/Servicer. The assigned Freddie Mac Remedy Management employee. Originating source of the Remedy. Quality Control UW: Remedy originated in the Quality Control Underwriting department and is related to an origination defect. Servicing Remedy Mgmt: Remedy originated in the Servicing Remedy Management department and is related to a servicing defect. Remedy types within the Management Reporting function include the following: Remedy Type Repurchase Completed Date Sample Type Notice of Defect Alternative (Origination) Alternative (Servicing) Repurchase (Origination) Repurchase (Servicing) Date a repurchase was closed by Freddie Mac. Sample types within the Management Reporting function include the following: PL Base - Performing Loan Base PL Target - Performing Loan Target NPL - Non Performing Loan CPL - Compliance Other Remedy Management January Chapter 3

79 Remedy Management Field / Column Title Seller Loan # Servicer Loan # Servicing Notice of Defect Servicing Repurchase Alternative UPB Definition The number assigned by the Seller to identify the mortgage within the Seller s system. The number assigned by the current Servicer to identify the mortgage within the Servicer s system. Servicing Remedy Management letter for notice of defect that provides Servicer with 90 days to cure before issuance of Remedy letter. An indicator as to whether or not the Remedy was an alternative offered by Servicing Remedy Management in lieu of Repurchase. Unpaid Principal Balance of the mortgage. Remedy Management January Chapter 3

80 Chapter Management Reporting 4 The Management Reporting function allows you to: Analyze QC data using both current and historical data, monitor key QC metrics and analyze trends to help you identify and correct possible loan manufacturing process deficiencies. Create customizable dashboards to access and manage reports reflecting data on QC samples, loan file deficiencies, and file review pipelines. Generate flexible reports for further analysis or distribution within your organization. When entering Management Reporting you will be taken to the main dashboard page - the default landing page. At the top of the dashboard is the Retrieve My Historical Data button, followed by six tabs: Sample and Loan Delivery Review Results Deficiency Results Missing Documents Appeals Peer Comparison The contents and functionality of each of these sections are described below. Online help is also available to explain individual Management Reporting data sections. Access the online help by clicking in any of the sections with the help icon on the top right corner of the title bar. To print a copy of the complete dashboard, click in any of the sections with the print icon on the top right corner of each section. Management Reporting January Chapter 4

81 Management Reporting Retrieve My Historical Data The Retrieve My Historical Data function allows you to download all of your data to analyze outside of Quality Control Advisor. QC and remedy data that is currently available in Quality Control Advisor from January 1, 2016, can be downloaded with the Retrieve My Historical Data function. All outstanding loan file management and remedy management requests are included in the download. To download your Quality Control Advisor data, click Retrieve My Historical Data. The Retrieve My Historical Data pop up box displays. Filter the data you want exported. You may select to export ALL of your QC and Remedy data. The file will include: All Sample Type values Date Type: Review Closed Date Data from Jan 2016 to present, plus all outstanding requests, Or Use the filters to select the data you want to export. Once you have selected the filter criteria, click Export. Management Reporting January Chapter 4

82 Management Reporting A pop-up window displays the Export page. Select an export file format from the dropdown list (Excel or CSV). Click Finish. The Save As pop-up window displays. Select a location to save the file, and enter a file name. Click Save. When the export is complete, a pop-up window displays the message Export Completed. Click OK. You can access the file for further analysis at the location it was saved. Management Reporting January Chapter 4

83 Management Reporting Sample and Loan Delivery The Sample and Loan Delivery tab provides current statistics for File Delivery Timeline and Initial Complete Loan File Submission Rate. It also provides information on the Current Status of Reviews Pending and Sample Trending. Filters Use the Filters located at the top of the Sample and Loan Delivery tab to customize the information returned in the following charts and associated loan detail reports: File Delivery Timeline Initial Complete Loan File Submission Rate Current Status of Reviews Pending Sample Trending These filters allow you to query specific loans based on a date range and/or sample type. Historical data is available from as far back as January 1, To customize the information returned, select one or more filter criteria and click Submit. The following filter criteria are available: File Delivery Timeline Displays the average number of calendar days over the previous completed 12-month period (or the timeframe you specify) from file request to Freddie Mac file receipt. Only Origination data is included in the average (no servicing data). Click the symbol to access loan-level detail. Management Reporting January Chapter 4

84 Management Reporting A pop-up window displays the loan-level details associated with File Delivery Timeline. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the righthand side. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Initial Complete Loan File Submission Rate Displays the percentage of loan file requests over the previous completed 12-month period (or the timeframe you specify) that were delivered as complete loan files with no missing and/or incomplete documents. Only Origination data is included in the percentage (no servicing data). Click the symbol to access loan-level detail. A pop-up window displays the loan-level details associated with Initial Complete Loan File Submission Rate. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

85 Management Reporting Current Status of Reviews Pending* The Current Status of Reviews Pending* chart provides a view of your QC pipeline based on the status of the review from File Receipt Pending to Remedy Outstanding with Appeal. The chart displays the current status by loan count of all of your outstanding loans within the QC review process. Only Origination data (no servicing data) is included in the Current Status of Reviews Pending. If there is no data available No Data Available will display. To view the loan-level detail, click View Detail in the lower left corner of the chart. The loan review statuses include the following: File Receipt Pending: Complete loan file not received. Pre-underwriting: Loan file received, reviewed for initial completeness, imaged/indexed, and reverifications obtained. Loan Review in progress: Loan file is in Underwriting. Remedy Outstanding: Loan deemed unacceptable. Remedy requested but not yet received. Remedy Outstanding w/ Appeal: Loan deemed unacceptable and Remedy requested. Appeal received and currently being processed. Remedy not yet received. View Detail button: After clicking View Detail, a pop-up window displays the loanlevel details associated with the Current Status of Reviews Pending. To view all columns of data, use the bottom scroll bars to scroll to the right. You can also scroll vertically from the right-hand side. You can further filter the data by clicking the Review Status field and selecting a value from the pop-up window. All Values is the default. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

86 Management Reporting Sample Trending The Sample Trending chart provides details regarding the total count of loan file requests by sample type. The trend lines in this chart display the monthly number of loan file requests by sample type for the previous completed 12-month period (or for the time period specified if using filter criteria). If the loan count is zero for a sample type, the trend line will not appear, however, sample type will appear in the chart legend. Only Origination data (no servicing data) is included in Sample Trending. If, based on the selected filters, there is no data available for all the sample types, No Data Available will display. To view the loan-level details, click View Detail in the lower left corner of the chart. To customize the information returned, select one or more filter criteria and click Submit. The following filter criteria are available: Date Range - use the calendar icons ( month/year. ) to select a new start and end Sample Type - select a Sample Type value by clicking the Sample Type field. A pop-up window displays. Select one or more sample type values CPL, NPL, Other, PL Base and/or PL Target. Click OK. You can clear the filters by clicking Reset. NOTE: Two or more months must be selected in order to form a trend line. View Detail button: After clicking View Detail, a pop-up window displays the loanlevel details associated with the Sample Trending chart. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. Click the Sample Type field to further filter the data by the type of sample. In the pop-up window, select from CPL, NPL, Other, PL Base, and PL Target. All Values is the default. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

87 Management Reporting Review Results The Review Results tab provides current statistics for PL Key Data Accuracy Rate, PL Review Timeline, Current Outstanding Remedies and a Summary of QC loan reviews (In Progress, Accepted Reviews, and Remedies). Filters Use the Filters located at the top of the Review Results tab to customize the information returned in the following charts and associated loan detail reports: PL Key Data Accuracy Rate PL Review Timeline Current Outstanding Remedies Summary These filters allow you to query specific loans based on a date range and / or sample type Historical data is available from as far back as January 1, To customize the information returned, select one or more filter criteria and click Submit. The following filter criteria are available: PL Key Data Accuracy Rate Displays the percentage of decisioned Performing Loan (PL) reviews over the previous completed 12-month period (or the timeframe you specify) where the LTV, TLTV and DTI were successfully validated by Freddie Mac. Only Origination data (no servicing data) is included in the percentage. Click the symbol to access loan-level detail. Management Reporting January Chapter 4

88 Management Reporting A pop-up window displays the accuracy percentage for specific key data elements. To print a copy of this chart, click on the top right corner of the title bar. PL Review Timeline Displays the average number of calendar days over the previous completed 12-month period (or the timeframe you specify) for Freddie Mac to complete a QC Performing Loan review. Only Origination data (no servicing data) is included in the average. Click the symbol to access loan-level detail. A pop-up window displays the loan-level details associated with PL Review Timeline. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the righthand side. You can export data by clicking Export Data from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

89 Management Reporting Current Outstanding Remedies Displays the current status of all outstanding remedies. Remedy types are displayed by aging buckets. Both Origination and Servicing remedies are included in chart. If there is no data available, No Data Available will display. To view the loan-level detail, click View Detail in the lower left corner of the chart. The remedy type categories include the following: Notice of Defect Alternative (Origination) Alternative (Servicing) Repurchase (Origination) Repurchase (Servicing) The aging bucket categories include the following: 30 or less days days days days days Greater than 365 days View Detail button: After clicking View Detail, a pop-up window displays the loanlevel details associated with the Deficiency Category. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the righthand side. The data can be further filtered by clicking the Aging Buckets field and selecting values from the pop-up window. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

90 Management Reporting Summary Results of the filter criteria you select display in the Summary section: A Reviews box appears at the top. A total count number hyperlink, based on the selected filters, is underneath the title. Three QC loan review summary subcategories display under the Reviews box (In Progress, Accepted Reviews and Remedies). Each summary provides a breakdown by % and loan count hyperlink. Each loan count hyperlinks to loan-level details for that particular item. Loan Level Detail To view the loan-level details for ALL loans in the Summary, click the total loan count hyperlink for Reviews, or click View Detail in the lower left corner of the Summary section. The Reviews are broken into three summary subcategories: 1. In-Progress - Summary contains the following sub-levels: o File Receipt Pending - Full loan file has not yet been received. o Pre-Underwriting - Loan file has been received. o Loan Review In Progress - Loan file is pending review or actively being reviewed by an underwriter. When Reviewed Closed Date is selected as the Date Type filter, the message In Progress reviews are not available when Review Closed Date is selected in the Date Type filter. Please select Funding Date in the Date Type filter to view loan reviews in progress. displays, indicating the selection is not available. 2. Accepted Reviews - Summary contains the following sub-levels: o Accept - Loans where Freddie Mac s underwriting decision was in agreement with the Seller s underwriting decision, or o Rescinded Remedies - Loans where the remedy was rescinded. If, based on the selected filters, there are no records for both the above sublevels the message No results found for the selected filters will display. 3. Remedies summary contains the following sub-levels: o Remedy Outstanding o Remedy Outstanding with Appeal o Alternatives - Closed remedies with an alternative. o Repurchased - Closed remedies that were repurchased. o Other - Closed remedies that are not remedy alternatives or repurchased loans. If, based on selected filters, there are no records for all of the above sub-levels, the message No results found for the selected filters will display. Management Reporting January Chapter 4

91 Management Reporting After clicking on a loan count hyperlink or View Detail, a pop-up window displays the loan-level details for the selected loans. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export File from the top of the window. Selected parameters will also display on the header in the export file. Refer to Exporting Data for more information. Deficiency Results The Deficiency Results tab provides data about loans with one or more significant defects that resulted in Freddie Mac requesting a remedy. It also provides data on findings discovered during the review process that do not require action. This tab includes two sub-tabs that display charts tracking deficiencies and findings: Deficiencies tab: The Top 5 Deficiencies Resulting in Remedy Deficiency Category for Deficiencies Resulting in Remedy Deficiency Trending Deficiency Category Trending for Deficiencies Resulting in Remedy Findings tab: The Top 5 Findings, and Findings Trending Management Reporting January Chapter 4

92 Management Reporting Deficiencies tab The charts in the Deficiencies tab on the Deficiencies Results screen contain data for loans that have one or more significant defects that resulted in Freddie Mac requesting remedy for a loan. Note: If there is no data available, based on the selected filters, No Data Available will display for the particular chart. If a significant defect was cured (resolved), the defect is included in the Accepted/Cured portion of the Deficiency Trending chart and not in any of the other deficiency charts. Management Reporting January Chapter 4

93 Management Reporting Filters You may use the Filters located at the top of the Deficiency Results screen to query by both funding and review closed dates, as well as search for loans by sample type (CPL, NPL, Other, PL Base, PL Target). Top 5 Deficiencies Resulting in Remedy This chart, located in the upper left portion of the screen, includes the most frequently cited deficiencies found during the QC loan review process. The list contains data from closed reviews only. The date criteria you select adjusts the loan population by selecting either the review closed date or funding date. If, based on the selected filters, there is no data available, No Data Available will display. Only origination data (no servicing data) is included, and loan reviews with a pending decision will not be included in this chart. To view the loan-level detail, click View Detail in the lower left corner of the chart. Management Reporting January Chapter 4

94 Management Reporting After clicking View Detail, a pop-up window displays the loan-level details associated with the Top 5 Deficiencies Resulting in Remedy. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. The data can be further filtered by selecting different values from the Deficiency Category fields. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. The deficiency categories include the following: Anti-predatory Lending Assets Collateral Credit Eligibility Income/Employment Legal/Insurance Liabilities Other Deficiency Trending This chart, located to the right of the Top 5 Deficiencies chart, contains information for closed reviews only. Loans with multiple deficiencies will appear multiple times. The trend lines reflect your organization s total number of deficiencies for closed reviews over the previous 12- month period (or for the time period specified if using filter criteria). If, based on the selected filters, there is no data available, No Data Available will display. To view the loanlevel detail, click View Detail in the lower left corner of the chart. Management Reporting January Chapter 4

95 Management Reporting View Detail button: After clicking View Detail, a pop-up window displays the loan-level details associated with the Deficiency Trending chart. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. The data can be further filtered by selecting different values from the Deficiency Status and/or Deficiency Category fields. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. The deficiency statuses include the following: Accepted/Cured: Specific deficiency found to be satisfactory upon appeal or re-review. Deficiencies Resulting in Remedy: Specific deficiency remains outstanding. The deficiency categories include the following: Anti-predatory Lending Assets Collateral Credit Eligibility Income/Employment Legal/Insurance Liabilities Other Management Reporting January Chapter 4

96 Management Reporting Deficiency Category for Deficiencies Resulting in Remedy Displays the breakdown of deficiencies resulting in Remedy by deficiency category for closed reviews over the previous completed 12-month period (or for the time period specified if using filter criteria). Use the filters to change the date type, time period and/or sample type. The number of deficiencies resulting in Remedy appear within the bar for each deficiency category. Categories with no deficiencies are represented with a 0 count. The categories are listed from the most frequent to least frequent deficiencies. Only Origination data (no servicing data) is included; and based on closed review only (no open appeals). To view detail on the deficiency categories, click on the bars within the chart. To view the loan-level detail, click View Detail in the lower left corner of the chart. Management Reporting January Chapter 4

97 Management Reporting Deficiency Detail: After clicking on a bar within the chart, a pop-up window displays details on that selected deficiency. The deficiency is further broken down into specific deficiencies within a deficiency category, with a count provided. Deficiency Descriptions provide an abbreviated explanation of the type of deficiency found in the loan file. The data can be further filtered by selecting different value from the Sample Type field, and/or a different category from Category dropdown list. You can export data by clicking Export File from the top right corner of the window. Refer to Exporting Data for more information. View Detail button: After clicking View Detail, a pop-up window displays the loan-level details associated with the Deficiency Category for Deficiencies Resulting in Remedy chart. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. The data can be further filtered by selecting different values from the Deficiency Category fields. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

98 Management Reporting Deficiency Category Trending for Deficiencies Resulting in Remedy The chart located at the bottom right of the page provides trend lines that display the number of deficiencies resulting in Remedy by deficiency category for closed reviews over the previous completed 12-month period (or for the time period specified if using filter criteria). Click the Deficiency Categories checkboxes to add or remove categories. You can also use the filters to change the date type, time period and/or sample type. Only Origination data (no servicing data) is included; and based on closed review only (no open appeals). To view the loan-level detail, click View Detail in the lower left corner of the chart. The top three deficiency categories appear as the default to the right of the chart. NOTE: Two or more months must be selected in order to form a trend line. View Detail button: After clicking View Detail, a pop-up window displays the loanlevel details associated with the Deficiency Category Trending for Deficiencies Resulting in Remedy. Loans may appear in multiple rows if more than one deficiency is found during the review. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the righthand side. The data can be further filtered by clicking the Deficiency Category field and selecting different deficiencies from the pop-up window. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

99 Management Reporting Findings tab The Findings tab displays information for loans that had one or more findings discovered during the QC loan review. The findings can be filtered by dates beginning January The Findings Tab includes: A chart displaying the top five findings within your search parameters, and A chart reflecting your organization s total number of findings over time based on the search parameters provided. These charts may be sorted by either the funding date of the loan, the review closed date (when Freddie Mac QC completed the review), or the sample type. Loans with multiple findings will appear multiple times. Data will not be included if the loan decision is still pending. To view the loan-level details, click View Detail. Findings are minor underwriting defects that do not require any action by the Seller/Servicer. Although Freddie Mac does not request remedy, you can use the data provided to identify areas for improvement within your origination processes. View Detail button: After clicking View Detail, a pop-up window displays the loanlevel details associated with the Top 5 Findings or Findings Trending. Loans may appear in multiple rows if more than one finding is found during the review. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the righthand side. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

100 Management Reporting Missing Documents The Missing Documents tab provides information to help you manage your missing documents process. Filters Use the Filters located in the upper portion of the Missing Documents screen to customize the information returned in the following charts and associated loan detail reports: Missing Document Rate Current Missing Document Status Missing Document Response Timeline Top 10 Missing Documents Missing Documents Trending To customize the information returned, select one or more filter criteria and click Submit. The following filter criteria are available: Missing Document Rate Displays the percentage of 12 months of loan file requests that contained one or more missing documents. The 12- month timeframe (or the timeframe you specify) uses the Review Closed Date, and only contains data for completed calendar months. Includes missing documents that are still outstanding, as well as those missing documents that were requested and eventually received. The rate does not include Incomplete Documents or Incomplete File Requests. Management Reporting January Chapter 4

101 Management Reporting Current Missing Document Status Displays the number of outstanding missing document requests, categorized by due date, for QC loan reviews that are in progress. Includes the amount of time left to respond to the missing document. To view more detail on ALL the loans in the Current Missing Document Status chart, click View Detail in the lower left corner. The chart displays the number of outstanding missing documents, based on four aging buckets: Overdue Due within 5 days Due within 6-10 days Due within days To view more detail on the loans in a specific aging bucket, click on the loan number hyperlink. Loans with multiple missing document requests will appear multiple times. After clicking View Detail or a hyperlink, a pop-up window displays the loan-level details associated with Current Missing Document Status for the selected loans. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export File from the top left corner. Refer to Exporting Data for more information. Management Reporting January Chapter 4

102 Management Reporting Missing Document Response Timeline Displays the length of time taken to respond to a missing document request, categorized by days. This includes missing document requests for all decisioned QC loan reviews. Use the Filters located at the top of the section to adjust the loan population using Review Close Date or Funding Date. date type, month/year start and end dates and sample type (CPL, NPL, Other, PL Base, PL Target). To view more detail on the missing document rate, click View Detail in the lower left corner. NOTE: The chart includes both missing documents that were resolved, as well as outstanding missing document requests. Decisioned loans with multiple missing document requests will appear multiple times. Once a loan decision becomes Remedy Receipt Pending, it will no longer appear in this chart. A pop-up window displays the loan-level details associated with the Missing Document Response Timeline. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

103 Management Reporting Top 10 Missing Documents Displays the top 10 most frequently requested missing documents. It includes both missing documents that were resolved, as well as outstanding missing document requests. Use the Filters located at the top of the section to adjust the time period specified using Review Close Date or Funding Date. date type, month/year start and end dates and sample type (CPL, NPL, Other, PL Base, PL Target). If, based on the selected filters, there is no data available, No Data Available will display. To view more detail on the missing document rate, click View Detail in the lower left corner. NOTE: Only origination data (no servicing data) is included in the chart; and information is based on closed reviews only (no pending review decision). View Detail button: After clicking View Detail, a pop-up window displays the loanlevel details associated with the Top 10 Missing Documents. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

104 Management Reporting Missing Documents Trending Displays the trend of missing document volume. This includes both missing documents that were resolved, as well as outstanding missing document requests. Use the Filters located at the top of the section to adjust the time period specified and/or loan population using Review Close Date or Funding Date. date type, month/year start and end dates and sample type (CPL, NPL, Other, PL Base, PL Target). To view more detail on the missing document rate, click View Detail in the lower left corner. NOTE: The date type selected displays on the chart. Two or more months must be selected in order to form a trend line. View Detail button: After clicking View Detail, a pop-up window displays the loanlevel details associated with the Missing Documents Trending. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Management Reporting January Chapter 4

105 Management Reporting Appeals The Appeals tab provides detailed information on your QC Appeals, including an Initial Appeal Timeline, Appeals Trending and Appeal Activity. Appeal Submission rate Displays the percentage of remedy requests that were appealed. It includes the initial appeal only. The indicator is based on 12 completed months worth of data based on the date of the remedy decision. Click the symbol to access further loan-level detail. A pop-up window displays the loan-level details associated with Appeal Submission Rate. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export Data from the top of the window. Refer to Exporting Data for more information. Appeal Accept Rate Displays the percentage of appeals that resulted in a rescission of the remedy request. It includes all appeal requests. This indicator is based on 12 completed months worth of data based on the Appeal Submission Rate. Click the symbol to access loan-level detail. Management Reporting January Chapter 4

106 Management Reporting A pop-up window displays the loan-level details associated with Appeal Accept Rate. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the righthand side. You can export data by clicking Export Data from the top of the window. Refer to Exporting Data for more information. Appeal Decision Timeline Displays the average number of calendar days for Freddie Mac to review the most recent completed remedy appeal for the latest QC review of the loan. This indicator is based on a rolling three completed months worth of data and includes origination data only (no servicing data). Click the symbol to access loan-level detail. A pop-up window displays the loan-level details associated with Appeal Decision Timeline. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export Data from the top of the window. Refer to Exporting Data for more information. Initial Appeal Submission Timeline Displays the amount of time left to respond to a remedy request by submitting an appeal. The timeline includes initial appeal submissions only and is based on origination data (no servicing data). NOTE: The timeline is based on the number of days from date of the Remedy decision. Management Reporting January Chapter 4

107 Management Reporting After clicking View Detail or a hyperlink, a pop-up window displays the loan-level details associated with the Initial Appeal Submission Timeline chart for the selected loans. To view all columns of data, use the bottom scroll bar to scroll to the right. You can also scroll vertically from the right-hand side. You can export data by clicking Export File from the top of the window. Refer to Exporting Data for more information. Appeal Trending Chart Displays the 12-month trend of appeal submissions on decisioned loan reviews, by appeal submission date. To view the loan-level detail, click View Detail in the lower left corner of the chart. NOTE: Multiple appeal requests for the same loan will appear multiple times. Only origination data (no servicing data) is included in the chart. Management Reporting January Chapter 4

108 Management Reporting View Detail button: After clicking View Detail, a pop-up window displays the loan-level details associated with the Appeal Trending chart. When Appeals is selected (the default): Data is displayed by each appeal for a specific loan. The most recent Appeal appears at the top of the list for records with multiple Appeals per loan number. To view deficiency details, scroll to the Number of Deficiencies column and click on the hyperlink. When Deficiencies is selected: Data is displayed by each deficiency for a loan. To view deficiency details, scroll to the Number of Appeals column and click on the hyperlink. You can export data by clicking Export File from the top of the window. The Excel report will display the category (i.e. Appeals or Deficiencies) you are viewing in the header of the export. Refer to Exporting Data for more information. Management Reporting January Chapter 4

109 Management Reporting Appeal Activity Chart A 12-month trend chart of all appeal requests for decisioned loan reviews, including those appeals currently under review. If, based on the selected filters, there is no data available, No Data Available will display. To view the loanlevel details, click View Detail in the lower left corner of the chart. NOTE: Multiple appeal requests for the same loan will appear multiple times. Only origination data (no servicing data) is included in the chart. Management Reporting January Chapter 4

110 Management Reporting View Detail button: After clicking View Detail, a pop-up window displays the loanlevel details associated with the Appeal Activity chart. When Appeals is selected (the default): Data is displayed by each appeal for a specific loan. The most recent Appeal appears at the top of the list for records with multiple Appeals per loan number. To view deficiency details, scroll to the Number of Deficiencies column and click on the hyperlink. When Deficiencies is selected: Data is displayed by each deficiency for a loan. To view deficiency details, scroll to the Number of Appeals column and click on the hyperlink. You can export data by clicking Export File from the top left corner. Filter criteria and parameters that display in the header portion of the View Details screen will also display in the header of the Export file. Refer to Exporting Data for more information. Management Reporting January Chapter 4

111 Management Reporting Peer Comparison The Peer Comparison tab provides quality control review statistics that compare your organization to other organizations. The statistics presented include File Delivery Time, Initial Complete Loan File Submission Rate, Missing Document Rate, and Top 5 Deficiencies Resulting in Remedy for performing and non-performing loans. Information is available by organizational size: National Typically Freddie Mac s largest Seller/Servicers. Regional Typically Freddie Mac s mid-sized Seller/Servicers. Community Typically Freddie Mac s smaller Seller/Servicers. All All of Freddie Mac s Seller/Servicers, regardless of size. NOTE: The peer comparison results reflect all Freddie Mac Seller/Servicer data, including your organization s data. File Delivery Timeline Displays the average number of calendar days over the previous completed threemonth period from file request to Freddie Mac file receipt. Only Origination data (no servicing data) is included in the average. Initial Complete Loan File Submission Rate Displays the percentage of loan file requests over the previous completed 12-month period that were delivered as complete loan files with no missing and/or incomplete documents. Only Origination data (no servicing data) is included in the percentage. Missing Document Rate Displays the percentage of loan file requests that contained one or more missing documents over the previous completed 12-month period. The rate includes missing documents that are still outstanding, as well as those missing documents that were requested and eventually received. The rate does not include Incomplete Documents or Incomplete Loan File Requests. Only Origination data (no servicing data is included in the percentage. Management Reporting January Chapter 4

112 Management Reporting Filters Use the Filters located in the middle portion of the Peer Comparison screen to customize the information returned in the Top 5 Deficiencies Resulting in Remedy chart. To customize the information returned, select one or more filter criteria and click Submit. The following filter criteria are available: Top 5 Deficiencies Resulting in Remedy Displays the top 5 most frequently cited deficiencies resulting in remedy for completed loan reviews. Your organization is represented on the left, and other organizations are represented on the right. The chart includes deficiencies cited for performing loans and nonperforming loans combined. The default view is all Freddie Mac Seller/Servicers. The data can be further filtered by clicking the drop-down list and selecting another type of organization. Management Reporting January Chapter 4

113 Management Reporting Exporting Data The Export File button allows you to export data for a specific section in either Excel or Comma Separated Values (CSV) format based on the criteria selected. You can export loan data within the View Details screens whenever the Export File button, is present. Filter criteria and parameters that display in the header portion of the View Details screen will also display in the header of the Export file. To begin the export, click the Export File button. Results for all of the loan data within a section will export unless you use filter criteria to narrow the displayed list of loans prior to selecting the Export File button. The Export pop-up window displays. From the Export pop-up window, select a file format from the Export File Format: drop-down list. The default is Excel Export. Export File Formats include: Excel - This file format will export your data to be opened in Microsoft Excel. Comma Separated Values (CSV) - This file format will export your data into a CSV format, plain text in tabular format. Files exported to Excel may be further sorted and printed based on the parameters you select. Management Reporting January Chapter 4

114 Management Reporting Click Finish. Enter a file name in the Save As pop-up window, and click Save. NOTE: The data may take up to a few minutes to export. While the data is being exported, Quality Control Advisor is not available. If you attempt to use Quality Control Advisor, it may result in a webpage error and an unsuccessful export. When the export is finished, a message appears indicating the export completed. Click OK to clear the message. Excel Report Example The filter criteria and parameters that display in the header portion of the View Detail screens will display in the header of the Export file. Management Reporting January Chapter 4

115 Management Reporting Data Field Definitions The following table describes select data fields available in Management Reporting screens. Field / Column Title Affordable Housing Flag Definition Seller delivered identifier indicating whether or not a loan is part of a Freddie Mac affordable program (either Home Possible, or otherwise identified as an affordable mortgage in the Seller s negotiated terms). Yes indicates that the loan was delivered by the Seller as an affordable loan. Seller/Servicer Adverse Finding. Seller indicates whether or not a loan was found (during the preclosing or post-closing review) to have a significant defect that affects the eligibility of the mortgage sold to Freddie Mac. Freddie Mac, during its QC review of the loan file, will determine if a violation exists. S/S Adverse Finding Yes: This loan was reported by the Seller/Servicer as an adverse loan. No: This loan was reported by the Seller/Servicer as not an adverse loan. Blank: Seller/Servicer adverse finding data for this loan was prior to May 1, 2016 and is unavailable in Quality Control Advisor. This column does not contain data for Seller/Servicer adverse findings where Freddie Mac did not perform a QC loan review based on the reported adverse finding. Management Reporting January Chapter 4

116 Chapter Customer Administrator 5 The Customer Administrator manages user requests and account changes within their company. All of the Customer Administrator functions are managed through the Customer Account workflow in Quality Control Advisor. If you are a Customer Administrator, you will see Customer Account when you click on Other Links icon in the top navigation bar. Click Admin Request. You will be taken to the User Change Requests tab the default landing page. The following tabs display at the top of the page: User Change Requests My Users My Company Information Document View Log The content and functionality of each of these sections are described below. If you also have access to Loan File Management, Remedy Management, and/or Management Reporting, those functions will also display in the top navigation bar. You will only see the functions available to your user role. The User Change Requests tab the default landing page Columns of information can be sorted in ascending ( ) or descending ( ) order by clicking the column title. To sort by a different column, simply click on the heading of the column you wish to sort. Freddie Mac Quality Advisor Customer Administrator January Chapter 5

117 Customer Administrator User Change Requests The Customer Administrator is responsible for managing Quality Control Advisor existing and new user requests and user account changes within their company. All requests for existing users should be managed under the User Change Requests tab. The following sub-tabs display: Pending Requests. Completed Requests. Denied Requests. Pending Requests In the Pending Requests sub-tab, you have the option to Create Request, View Request, or Withdraw a Request. Use the search fields to further filter your results. Select a Request Type from the drop down and click Search. A list of requests meeting your specific search criteria displays at the bottom of the page. To clear the search criteria, click Reset. You also have the option to export the information to Excel. Pending Requests: Request or withdraw changes or view the status of requests you have submitted. Customer Administrator January Chapter 5

118 Customer Administrator Create Request: Follow the steps below to create a request: 1. Click the Create Request sub-tab. The Create New Request pop-up window displays. 2. Select a Request Type from the drop-down. The pop-up window expands for you to enter the data applicable to the selected Request Type. 3. When you have completed the updates applicable to the request type, click Send Request. To cancel the request at any time, click Cancel. 4. The Information pop-up displays, stating the request has been submitted to Freddie Mac s queue for processing. Click Okay to return to the Pending Requests tab. Example of Request Type: Request New User Further details are described below for all Request Types. Once a Request Type is selected from the drop-down, the pop-up window expands for you to enter the data applicable to the selected Request Type. Customer Administrator January Chapter 5

119 Customer Administrator Request New User 1. Click New to access the Edit Customer Sign Up page and add the request details. 2. Enter the user s full name, user name, address, phone number and their role(s). o User Roles definitions are located in the Introduction of this guide. o To add a Customer Administrator, a new authorization form with a VP signature must be e- mailed to Quality_Control_Advisor@ FreddieMac.com to complete the request. 3. When complete, click Save to return to Create New Request page. Customer Administrator January Chapter 5

120 Customer Administrator 4. Click Send Request located on the Create New Request page to submit the new user request. A pop-up stating the request has been sent to Freddie Mac s queue for processing will display. Click Okay to return to the Pending Requests tab. After processing by Freddie Mac, the individual user will receive two separate s within 48 hours containing the login information as follows: 1. Individual User Name and link to Quality Control Advisor. 2. Your Individual Password and Personal Identification Number (PIN) are ed to you in a separate . We recommend you retain this information. You will need your PIN if you need to request a password reset. Once this has been completed, Freddie Mac will send the Customer Administrator an notifying that the request has been completed. New users must click the ed link, enter the PIN, and create a new password within the timeframe designated in the . If the user does not create their new password within the designated timeframe, an must be sent to Support@FreddieMacQCA.com requesting a PIN and temporary password. Customer Administrator January Chapter 5

121 Customer Administrator Activate User Click Select User to Activate to access the Select User page. Select the user to activate from the list, then click Save to return to the previous page. Click Send Request to submit the request. A pop-up window stating the request has been sent to Freddie Mac s queue for processing will display. Click Okay. To remove a user prior to sending the request, select the user and click Remove from List. A pop-up window displays to confirm you want to delete the user from the request. Click Okay. Customer Administrator January Chapter 5

122 Customer Administrator Update Full Name Click Select User & Update Full Name to access the Update Full Name page. After choosing a user from the drop-down list, click Save to return to the previous page. Click Send Request to submit the request. A pop-up window stating the request has been sent to Freddie Mac s queue for processing will display. Click Okay. To remove a user prior to sending the request, select the user and click Remove from List. A pop-up window displays to confirm you want to delete the user from the request. Click Okay. Customer Administrator January Chapter 5

123 Customer Administrator Update Click Select User & Update E- mail to access the Update E- mail page. After choosing a user from the drop-down list, click Save to return to the previous page. Click Send Request to submit the request. A pop-up window stating the request has been sent to Freddie Mac s queue for processing will display. Click Okay. To remove a user prior to sending the request, select the user and click Remove from List. A pop-up window displays to confirm you want to delete the user from the request. Click Okay. Customer Administrator January Chapter 5

124 Customer Administrator Update Role Click Select User & Update Role to access the Update Role page. After choosing a user from the drop-down list and selecting the new role(s), click Save to return to the previous page. Click Send Request to submit the request. A pop-up window stating the request has been sent to Freddie Mac s queue for processing will display. Click Okay. To change/add a new Customer Administrator, a new authorization form with VP signature must be ed to to complete the request. To remove a user prior to sending the request, select the user and click Remove from List. A pop-up window displays to confirm you want to delete the user from the request. Click Okay. Customer Administrator January Chapter 5

125 Customer Administrator Update Phone Number Click Select User & Update Phone Number to access the Update Role page. After choosing a user from the drop-down list and updating the phone number, click Save to return to the previous page. Click Send Request to submit the request. A pop-up window stating the request has been sent to Freddie Mac s queue for processing will display. Click Okay. To remove a phone number, select the user and phone number and click Remove From List. A pop-up window displays to confirm you want to delete the phone number. Click Okay. Deactivate User Click Select User to Deactivate to access the Select User page. Select the user to deactivate from the list, then click Save to return to the previous page. Click Send Request to submit the request. A pop-up window stating the request has been sent to Freddie Mac s queue for processing will display. Click Okay. To remove a user prior to sending the request, select the user and click Remove from List. A pop-up window displays to confirm you want to delete the user from the request. Click Okay. Customer Administrator January Chapter 5

126 Customer Administrator View Request button To view details on a current request, select and highlight any request from the list of pending requests and click View Request. You can also double-click the row to access details on a request. The View Request pop-up window displays with all pertinent information regarding the specific request. Withdraw Request button To withdraw current requests, select any request from the list of requests and click Withdraw Request. You are asked to confirm the withdraw. Click Yes if you wish to continue. Customer Administrator January Chapter 5

127 Customer Administrator The Completed Requests subtab provides the list of all completed requests within your company. Example of the Completed Requests sub-tab: The Denied Requests subtab provides the list of all requests within your company that were denied. Search Use the search fields to further filter the list of requests. To clear the search criteria, click Reset. View Request Details To view details on a request, select and highlight any request from the list of requests and click View Request. You can also double-click the row to access details on a request. The View Request popup window displays with information on the request. Export to Excel You also have the option to export the request information to Excel. To search for a specific request type list, select your search criteria, then click Search. A list of requests meeting your specific search criteria displays at the bottom of the screen: In the Completed Requests sub-tab, Date Completed displays. You can search for a specific request by Request Type or Date Completed. In the Denied Requests sub-tab, Date Denied will display. You can search for a specific request by Request Type or Date Denied. Example of the Denied Requests sub-tab: Customer Administrator January Chapter 5

128 Customer Administrator My Users The My User tab provides the ability to view and manage the access of all the Quality Control Advisor users within your company. The My Users tab provides the list of all Quality Control Advisor users within your company. You can search and export the list of users to Excel. My Users tab Use the search fields to further filter the list of Quality Control Advisor users. To clear the search criteria, click Reset. After selecting your search criteria, click Search. A list of users meeting your specific search criteria displays at the bottom of the screen. Export To export your results, click Export to Excel A new window displays asking if you want to Open or Save the Excel file. Customer Administrator January Chapter 5

129 Customer Administrator My Company Information The My Company Information view provides current information regarding your company, including domain name and Seller/Servicer information. To view your company s current information, click My Company Information. Document View Log The Document View Log tab provides the Customer Administrator with the ability to monitor what the Users, associated with their Seller/Servicer number, are viewing. This page provides the list of all Quality Control Advisor users within your company who have viewed documents uploaded via Quality Control Advisor. The Customer Administrator can view basic information about the uploaded document(s) such as the document type, who uploaded the document and the submission date. Search Select your search criteria, click Search. To clear the search criteria, click Reset. A list of loan files and/or documents uploaded via Quality Control Manager and viewed by Quality Control Advisor users displays at the bottom of the screen. Any of the fields in the top portion of the screen can be used to further filter the list of results. The Customer Admin View Document Log only shows for the documents viewed by users associated with that Seller/Servicer. Customer Administrator January Chapter 5