{"id":248,"date":"2018-01-12T10:39:11","date_gmt":"2018-01-12T18:39:11","guid":{"rendered":"https:\/\/wp.actionlife.com\/sopcommunitycare\/?p=248"},"modified":"2025-04-02T12:25:47","modified_gmt":"2025-04-02T20:25:47","slug":"500-escrow-calls","status":"publish","type":"post","link":"https:\/\/wp.actionlife.com\/sopcommunitycare\/2018\/01\/12\/500-escrow-calls\/","title":{"rendered":"500: Escrow"},"content":{"rendered":"<ul>\n<li>Call Screening<\/li>\n<li>Call Transferring Instructions<\/li>\n<li>Requests for Appraisal Information<\/li>\n<li>Pending Litigation Questions<\/li>\n<li>FHA\/VA Approval Questions<\/li>\n<li>How to Request and Pay for Docs &amp; Check Status (Lender\u2019s Certification, CC&amp;R\u2019s, etc.)<\/li>\n<li>Requests For General Info &amp; Account Balances<\/li>\n<li>Refunds after the Close of Escrow<\/li>\n<li>W-9 Requests (Action\u2019s W-9 or a W-9 for a specific HOA)<\/li>\n<li>Certificate of Insurance Requests<\/li>\n<li>New Homeowner Management App Account Set Up<\/li>\n<\/ul>\n<p><strong><u>CALL SCREENING<\/u><\/strong><\/p>\n<p>If a caller asks to speak to someone in the Escrow Department or asks for one of the Department Reps by name ask: <span style=\"color: #ff0000\"><strong>\u201cMay I please have the address you are calling about?&#8221;\u00a0 <span style=\"color: #000000\">Then follow up with,<\/span> &#8220;May I ask what your call is regarding in case I may be of assistance?\u201d<\/strong><\/span> This question will open a dialog and should reveal the purpose of the call and confirm they need they do in fact need to speak with Escrow.\u00a0<\/p>\n<p><strong><u>CALL TRANSFERRING INSTRUCTIONS<\/u><\/strong><\/p>\n<p>If Community Care receive a call that needs to be routed to Escrow, transfer them back to the main call menu so they can select the proper Escrow prompt and speak to someone.\u00a0<\/p>\n<p>The caller may of course also email escrow@actionlife.com.\u00a0<\/p>\n<p><strong><u>REQUESTS FOR APPRAISAL INFORMATION<\/u><\/strong><\/p>\n<p>If a you receive a\u00a0request for an Appraiser Report, direct them to email Appraisalrequests@actionlife.com where they may <u>request<\/u>\u00a0the report. You may give them \u201cgeneral information\u201d about the community such as the number of unit (if that information is on the profile) and the amount of the monthly dues (<strong>not<\/strong> the amount due on a specific account \u2013 just the typical monthly charge).<\/p>\n<p>The <strong>Appraiser Report<\/strong> will provide information such as:<\/p>\n<ul>\n<li>Date Construction began<\/li>\n<li>Control Transfer Date<\/li>\n<li>Project Type<\/li>\n<li>Total Units in the Project<\/li>\n<li>Offsite and onsite Addresses (Or Number of Renters)<\/li>\n<li>Assessment Delinquency Rates<\/li>\n<\/ul>\n<p><strong><u>PENDING LITIGATION QUESTIONS<\/u><\/strong><\/p>\n<ol>\n<li>If a caller wants to know if there is any <u>pending litigation<\/u> against an association, they must email escrow@actionlife.com.<\/li>\n<li>If they have already received the litigation disclosure(s)\u00a0 and still have further questions, transfer the call to the property manager or provide the property manager\u2019s email address.<\/li>\n<\/ol>\n<p><strong><u>FHA\/VA APPROVAL QUESTIONS<\/u><\/strong><\/p>\n<ol>\n<li>The Escrow Department is <span style=\"text-decoration: underline\">not<\/span> able to verify if any association if FHA approved. Check the <u>profile<\/u> to see if it is FHA approved.\u00a0 If there is nothing on the profile, please tell callers that they should refer their question to the escrow\/title company or the community manager. They may also go to the government website: <a href=\"https:\/\/entp.hud.gov\/idapp\/html\/condlook.cfm\">https:\/\/entp.hud.gov\/idapp\/html\/condlook.cfm<\/a>. Further questions go to the Mgr.<\/li>\n<li>The Escrow Department does <span style=\"text-decoration: underline\">not<\/span> track VA approval. Check the profile.\u00a0 If there is no information on the profile, transfer the call to the manager.<\/li>\n<\/ol>\n<p><strong><u>HOW TO REQUEST &amp; PAY FOR DOCUMENTS &amp; CHECK STATUS (LENDER\u2019S CERT, CC&amp;R\u2019S, ETC.) <\/u><\/strong><\/p>\n<ol>\n<li>All escrow documents\/services must be paid for up-front through the company called CondoCerts (they cannot be paid at the close of escrow). They must go to actionlife.condocerts.com or on the Action website at <a href=\"http:\/\/escrow.actionlife.com\">actionlife.com<\/a> and click on Escrow towards the top right corner to be routed to CondoCerts order page.\u00a0<\/li>\n<li>If they require any assistance with placing an order or they have questions about their existing order or wish to follow up on the status, they can log into their CondoCerts account or they can also contact CondoCerts directly on their Customer Support line (800) 310-6552.\u00a0<\/li>\n<li>If they have already contacted CondoCerts and would like to speak to someone in our Escrow Team, they can email escrow@actionlife.com or you may transfer their call back to the main menu so they can select the proper Escrow prompt.\u00a0<\/li>\n<\/ol>\n<p><strong><u>REQUESTS FOR GENERAL INFO AND ACCOUNT BALANCES<\/u><\/strong><\/p>\n<ol>\n<li>The Escrow Department\u2019s email address for general questions and information is <a href=\"mailto:Escrow@actionlife.com\">Escrow@actionlife.com<\/a> (estimated turn time for response is 2-3 business days).<\/li>\n<li>Requests for account balances (needed at the close of escrow) must be emailed to &#8211; <a href=\"mailto:Escrowbalance@actionlife.com\">Escrow@actionlife.com<\/a> . <u><span style=\"color: #ff0000\">BALANCES ARE NOT TO BE GIVEN VERBALLY UNDER ANY CIRCUMSTANCES<\/span>.<\/u>\u00a0 Closing account balance is usually requested by the escrow company on the day that they close escrow.\n<ul>\n<li><strong>NOTE<\/strong>:\u00a0 We routinely give the amount owed on an account to the <u>homeowner<\/u> and can provide the homeowner with the current amount owed on their account (or email them a ledger sheet).\u00a0 The situation being referred to here is a non-homeowner (usually an escrow company) calling for the amount owed on an account.<\/li>\n<\/ul>\n<\/li>\n<li>The Escrow Department&#8217;s email address for any questions specifically relating to the close of escrow (ex. Someone asking if we have received the closing docs) is <a href=\"mailto:EscrowClosing@actionlife.com\">EscrowClosings@actionlife.com<\/a>. (Estimated response time is 2-3 business days)<\/li>\n<\/ol>\n<p><strong><u>REFUNDS AFTER THE CLOSE OF ESCROW<\/u><\/strong><\/p>\n<ol>\n<li>If the selling homeowner sent in a payment after the close of escrow or believes that for any reason they are entitled to a refund, ask them to email <a href=\"mailto:EscrowClosing@actionlife.com\">EscrowClosings@actionlife.com<\/a> and provide their current mailing address and reason for their request. Do not attempt to determine if they are entitled to a refund.\u00a0 The escrow department will research and respond to their request.<\/li>\n<li>When our Escrow Department is notified of a pending sale, the homeowner\u2019s Escrow Company is asked (in writing) to tell the homeowner that <strong>they must cancel auto payment<\/strong>. \u00a0If the selling owner failed to cancel their auto payments and we withdraw the money after the close of escrow the owner may request a refund by emailing <a href=\"mailto:EscrowClosing@actionlife.com\">EscrowClosings@actionlife.com<\/a>. If the homeowner\u2019s name is still in Management App as the current owner, they should also be instructed to cancel their auto payment immediately by going on the Resident Portal.<\/li>\n<\/ol>\n<p><strong><u>W-9 REQUESTS<\/u><\/strong><\/p>\n<p>When someone calls requesting a W-9 for Action Property or for an individual HOA, please have them email <a href=\"mailto:escrow@actionlife.com\">escrow@actionlife.com<\/a>.<\/p>\n<p><strong><u>CERTIFICATE OF INSURANCE REQUESTS<\/u><\/strong><\/p>\n<p><span style=\"color: #ff0000\"><em>Lenders often require homeowners to provide a Certificate of Insurance outlining<\/em> the HOA\u2019s insurance coverage.\u00a0 <\/span><\/p>\n<p><span style=\"color: #ff0000\">If <strong>owners<\/strong> call asking for a certificate of Insurance or the &#8220;Master Policy,&#8221; or &#8220;Master Insurance Policy,&#8221; tell them that it may be available on the Resident Portal, and if it is not they can contact the insurance agent for the association (provide phone # per instructions below).<\/span><\/p>\n<p><span style=\"color: #ff0000\">If a <strong>non-owner<\/strong> (escrow companies\/ lenders, etc.) ask for a Certificate of Insurance, provide them with the contact information for the association\u2019s insurance agent that carries \u201cProperty Coverage\u201d (see screen shot below).<\/span>\u00a0 <span style=\"color: #0000ff\">If you can\u2019t find \u201cProperty Coverage\u201d check to see if the same agent carries all of the insurance or choose the coverage that sounds like the most general. If you cannot figure out which one to give, please ask for assistance.\u00a0 \u00a0<\/span><\/p>\n<p><span style=\"color: #ff0000\"><strong>IMPORTANT:<\/strong> As mentioned above, sometimes callers refer to the Certificate of Insurance as the \u201cmaster insurance policy\u201d (or they use some similar wording). This does not mean that they need insurance information for the Master association.\u00a0 <strong><em><u>If there is a sub and a master association, give the insurance information for the sub association.<\/u><\/em><\/strong><\/span><\/p>\n<p><span style=\"color: #ff0000\"><strong>IMPORTANT:<\/strong> Also, be certain that you are giving the <strong><em>insurance broker\u2019s number<\/em><\/strong>, <u>not<\/u> the phone number for the insurance company \u2013 see screen shot below).\u00a0 The agent will provide the document The agent\u2019s contact information is located in Management App.\u00a0 Check the expiration date.\u00a0 If Management App has not been updated, you check with the manager and also ask the manager to have their\u00a0 Assistant\u00a0 update\u00a0 Jenark.<\/span><a href=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/500-Insurance.png\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-669\" src=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/500-Insurance.png\" alt=\"\" width=\"1511\" height=\"499\" srcset=\"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/500-Insurance.png 1511w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/500-Insurance-300x99.png 300w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/500-Insurance-768x254.png 768w, https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-content\/uploads\/sites\/180\/2018\/01\/500-Insurance-1024x338.png 1024w\" sizes=\"auto, (max-width: 1511px) 100vw, 1511px\" \/><\/a><\/p>\n<p><strong>NEW HOMEOWNER ACCOUNT SET UP<\/strong><\/p>\n<p>If the caller is a <strong><u>new owner<\/u><\/strong> and the account is showing up in Management App under the previous owner\u2019s name, let them know that our Escrow Department will need the following items to set up the new account:<\/p>\n<ol>\n<li style=\"list-style-type: none\">\n<ol>\n<li><strong>Closing letter on the escrow company\u2019s letterhead<\/strong><\/li>\n<li><strong>Copy of the <em>recorded<\/em> deed (title) OR<\/strong><\/li>\n<li><strong>Trustees Deed (mainly for bank owned properties)<\/strong><\/li>\n<li><strong>Any official documentation the new owner can provide to show the change in ownership<\/strong><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<p>The information should be emailed to <a href=\"mailto:EscrowClosing@actionlife.com\">EscrowClosings@actionlife.com<\/a>. Once we receive the information allow approximately 1-2 weeks for processing. The accounts are usually updated about 4-5 weeks from the closing of escrow. The new owner is responsible for the first full month after they close escrow. Our Escrow Dept always requests that the new owner pre-pay 2 month\u2019s dues during escrow, so they will not receive late charges while the account is being set up.<\/p>\n<p>Once a new owner is set up with an account in SnapHOA Management App, a Welcome Letter gets mailed with their account information.\u00a0<\/p>\n<p>NOTE: There is no Welcome Packet that gets mailed anymore. It is only a Welcome Letter with their information. Any Governing Documents would have been received through their Escrow company or they can access them once they are set up with a Resident Portal Account.\u00a0<\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Call Screening Call Transferring Instructions Requests for Appraisal Information Pending Litigation Questions FHA\/VA Approval Questions How to Request and Pay for Docs &amp; Check Status (Lender\u2019s Certification, CC&amp;R\u2019s, etc.) Requests For General Info &amp; Account Balances Refunds after the Close of Escrow W-9 Requests (Action\u2019s W-9 or a W-9 for a specific HOA) Certificate of [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-248","post","type-post","status-publish","format-standard","hentry","category-5-escrow"],"_links":{"self":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/248","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/comments?post=248"}],"version-history":[{"count":0,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/posts\/248\/revisions"}],"wp:attachment":[{"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/media?parent=248"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/categories?post=248"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wp.actionlife.com\/sopcommunitycare\/wp-json\/wp\/v2\/tags?post=248"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}