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Servicer Performance Profile Redesign

Frequently Asked Questions

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Access

  1. How will I access the redesigned Servicer Performance Profile?
  2. How will my access change if I only use Manager Series?
  3. My servicing organization has multiple user IDs and passwords – what user ID will I use going forward and what happens to all the old user IDs?
  4. How does a new user gain access to Servicer Performance Profile?

General

  1. Is ranking methodology changing?
  2. What data is not included in my redesigned profile?
  3. Where can I find data to complete my 1099C filings?

Servicer Success Scorecard

  1. What is a Consolidated Scorecard?
  2. Are rankings consistent across each Scorecard?

Manager Series Reporting

  1. What are the major changes with Manager Series?
  2. How do I map each Manager Series report to the new user experience?
  3. Are each of the Manager Series tools being retired?

Access

  1. How will I access the redesigned Servicer Performance Profile?

    You'll be redirected to the new URL until January 8, 2018, so bookmark the new URL today!

  2. How will my access change if I only use Manager Series?

    You'll be granted access to your Servicer Performance Profile that includes the Servicer Success Scorecard (Scorecard) and Manager Series Reports.

  3. My servicing organization has multiple user IDs and passwords – what user ID will I use going forward and what happens to all the old user IDs?

    You'll have only one Global-level user ID going forward. If you have multiple Servicer Families, or you're a Servicing Agent or Interim Servicer, then your one Global user ID will give you access to all the data your organization is authorized to access. All other IDs you had will be deactivated.

  4. How does a new user gain access to Servicer Performance Profile?

    The process for gaining access has not changed. Please fill out our Servicing Technology Tools Sign Up Form.

General

  1. Is ranking methodology changing?

    The methodology to calculate your ranks is not changing. Please refer to the Scorecard Reference Guide for details on how we calculate your rank.

  2. What data is not included in my redesigned profile?

    The Scorecard uses all your loan-level data. However, there are some exceptions:

    • For performance reasons, you will not see Active (current) loans listed in the loan-level reports for metrics that consider them in their calculations.
    • Your Consolidated Scorecard will not include File Review Monitoring nor Investor Reporting metrics.


    NOTE: Consolidated loan-level reports are now standardized across all your Scorecards – regardless of where you download them – and include data for all your Default Management and Investor Reporting metrics. They will also include data for all your Servicer families and loans you subservice and/or interim service, if applicable.  The individual loan level reports are still available in each Scorecard should your interests be specific to a metric.

  3. Where can I find data to complete my 1099C filings?

    To locate 1099C loan details, follow these steps from the home page:

    • Click on the “Default Reporting” tile menu.
    • Select “1099C Loan Detail.”
    • Filter the ‘DebtCancelledDate’ column to the prior year

Servicer Success Scorecard

  1. What is a Consolidated Scorecard?

    The Consolidated Scorecard reports your holistic performance, including your master, interim and subserviced loans, where applicable. Only your metric performance data for Default Management metrics is available currently. We will introduce ranks for your Consolidated Scorecard at a future date.

  2. Are rankings consistent across each Scorecard?

    Ranks are currently only available for your Master Servicer Scorecards.  When we introduce rank in your Consolidated Scorecard, please note that it may differ from the rank calculated in your Master Servicer Scorecard.  Because more Servicers are likely to meet the minimum Total Loans Serviced thresholds for each rank group in the Consolidated Scorecard, the number of Servicers comprising each Rank Group could increase.  Thus, the number of Servicers in your rank group and your relative position among them could change.

    Additionally, the rank group to which you belong could also differ between your Master Servicer Scorecard and your Consolidated Scorecard.  If you meet a threshold for a higher rank group when we calculate your Total Loans Serviced for the Consolidated Scorecard, your rank group will be different.

    For example: A Servicer who services 9,000 loans as a Master Servicer would be in Rank Group 4 in their Master Servicing Scorecard (less than 10,000 loans). However, if the same Servicer services 50,000 loans as Servicing Agent and 50,000 loans as Interim Servicer, they would be in Rank Group 1 on their Consolidated Scorecard (100,000 loans or more).

    Consolidating the three portfolios results in 109,000 Total Loans Serviced which pushes this Servicer into Rank Group 1 for their Consolidated Scorecard.

Manager Series Reporting

  1. What are the major changes with Manager Series?

    Here are some of the high-profile changes we've made:

    • Location – Manager Series data and reports are moved onto the same technology platform as the Scorecard.
    • Ease of access – Information is now categorized by servicing topic into tiles on your new Servicer Performance Profile Home Page. Each tile displays key performance metrics for each topic.
    • More features – New filtering features, consolidated loan level reports and expanded data are among some of the new features of the revamped Manager Series reports.
  2. How do I map each Manager Series report to the new user experience?

    We will provide loan-level report specifications for each downloadable report on our webpage. These specifications will help you understand where data you had in legacy Manager Series can be found in your new Manager Series reports.

  3. Are each of the Manager Series tools being retired?

    The specific tool names (Default Manager, REO Manager, Timeline Manager, etc.) will be retired. However, you can find and access all the same data and reports by topic in your new Servicer Performance Profile Home Page.

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