Today we would like to talk about the need to balancing emails and phone calls when you are working a short sale. One of the biggest traps you can fall into is doing only one of those things and not the other.
Just today, we had an experience where this was relevant. We had a file with a major servicer and they set the file up with a setup negotiator. We faxed in our package and they reviewed it. Several times the bank requested something else. Finally, they requested an updated document within 24 hours or they would have to close the file. We got him the document within 24 hours, but we didn't hear from them again. We also got no response from him today. So, we called today and found out that the file was closed out on Friday. We had to escalate.
The point that we are trying to make is that if we had only emailed him, we wouldn't have known that the file was closed. If we had only called, we would discover that we are only speaking with the phone rep who can't do anything with our file anyway.
You need to have a balance, even with banks that only prefer to use email.
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