Escalation Process Paper

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Escalation Process
Although there are different tasks associated with each escalation, each task is processed with the same steps. Below is the process for each Escalated Complaint RCS receives.
1. Review the CIT for information entered on complaint.
2. Pull the document from Imaging.
3. Review the complaint to determine the customer’s complaint or concerns regarding the servicing of their loan.
4. Update the CIT Message with a summary of what the complaint is regarding including who remitted the complaint, the complaint or case number assigned, and response due date provided by the Regulatory Entity.
5. Verify 3rd Party Authorization, if required.
6. Verify that the acknowledgment letter was sent to the appropriate party. If the complaint

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