Copyright 2016 Streetlinks Lender Solutions, LLC. All Rights Reserved

Client

User Guide

Copyright © 2016 StreetLinks Lender Solutions, LLC. All rights reserved.

No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission from StreetLinks Lender Solutions, LLC.

All copyright, confidential information, patents, design rights and all other intellectual property rights of whatsoever nature contained herein are and shall remain the sole and exclusive property of StreetLinks Lender Solutions. The information furnished herein is believed to be accurate and reliable.

However, no responsibility is assumed by StreetLinks Lender Solutions for its use, or for any infringements of patents or other rights of third parties resulting from its use.

The StreetLinks Lender Solutions name and StreetLinks Lender Solutions logo are trademarks or registered trademarks of StreetLinks Lender Solutions.

All other trademarks are the property of their respective owners.

Department Contact List

StreetLinks is committed to providing exceptional customer service. We have associates available to assist you between the hours of 8am to 9pm EST Monday through Friday and 9am to 4pm EST Saturday. The most efficient way to communicate with StreetLinks on existing orders is to use the communication log on the order. Messages posted to your orders will be responded to within 25 minutes, on average. Responses to your messages are posted on the order and delivered to any contact email listed or via integration used by the lender. This allows you to know the most recent status of existing orders. However, if you need to speak with someone regarding an order, use the information below to contact individual departments.

Client Services – 866-794-6371, option 1, option 3 or

·  New user set-ups for non-integration clients.

·  Remove existing users for non-integration clients.

·  Difficulties logging into or navigating the website for non-integration clients.

Status Department – 866-794-6371, option 1, option 2

·  General status updates on current orders.

·  To place orders on hold.

Order Processing Department – 866-794-6371, option 1, option 4

·  Provide payment information.

·  To cancel an order.

·  To request a rush order.

Quality Control Department – 866-794-6371, option 1, option 5

·  Discuss specific issues or concerns with a completed appraisal report.

Appeals Department – 866-794-6371 x8308 or (only if you are authorized to email us directly)

·  Updates on the status of an outstanding dispute.

·  Discuss the outcome of a dispute.

Delivery Investigations Department – 866-794-6371, option 1, option 7

·  Issues related to UCDP or obtaining the SSR’s for a completed report.

Escalation Team – 800-769-9181

·  When you have received word in the communication log that the file has been escalated, you can call this line to speak to an associate who works on our escalation team who is specifically trained to handle escalated files.

Table of Contents

1.0 The StreetLinks Experience – What to Expect 5

1.1 Specific Benefits to Clients/Partners 5

1.2 Specific Benefits to Managers and Corporate 6

1.3 Fee Schedule and Turn Times 7

1.4 Order Processing Department 7

1.5 Status Processing 7

1.6 Quality Control Process 8

1.7 Post Completion Services 8

1.8 StreetLinks Appeals Policy 8

1.9 Transferring an Appraisal 9

1.10 Retrospective Appraisal Transfer 9

2.0 The StreetLinks Experience – What NOT to Expect 11

2.1 Pit-Falls and Stumbling Blocks 11

3.0 Using the StreetLinks Website 12

3.1 User Roles 12

3.2 Placing an Order 12

3.3 Tracking Your Orders/Pipeline 20

3.4 How to “Cancel” an Order or Place an Order on “Hold” 21

3.5 How to Download Your Appraisal Report/Order Documents 21

3.6 How to Upload Order Documents 22

4.0 Frequently Asked Questions 23

1.0  The StreetLinks Experience – What to Expect

Redefining Appraisal Management Companies

The StreetLinks Advantage provides you with superior quality, outstanding service, and incredible technology producing the best appraisal with the shortest turn times in the industry.

StreetLinks Lender Solutions connects real estate appraisers directly to orders placed by The client.

Our dedicated team of employees work with a vendor network of over 20,000 contracted appraisers, 17,000 of which are FHA certified. StreetLinks utilizes the latest in proprietary software technology that optimizes the ordering, tracking and delivery of appraisal assignments.

Why StreetLinks Lender Solutions?

StreetLinks Lender Solutions has been chosen by The client to be a resource for its associates to quickly order and efficiently process the appraisal assignment. StreetLinks Lender Solutions is The client’s appraisal management service center.

·  We ensure that The client’s appraisal orders are completed by appraisers who are fully licensed and in good standing with the Appraisal Subcommittee National Registry.

·  Each StreetLinks appraiser is required to sign a Service Level Agreement to ensure that we utilize only those appraisers and appraisal companies that exhibit the highest level of service.

·  Each appraisal report delivered by StreetLinks has undergone a complete quality control process by qualified personnel to ensure that it meets industry and lender specific guidelines, as well as Fannie, Freddie, USPAP, and FHA (when applicable) compliance mitigating underwriter reviews, adjustments, value disputes, and turndowns.

StreetLinks processes the payment for ALL appraisal orders to ensure that appraisers are paid pursuant to their engagement contracts.

1.1 Specific Benefits to Clients/Partners

·  The time consuming and cumbersome tasks of maintaining status information and overseeing each of your appraisal orders is left to StreetLinks, allowing you to focus your time on loan production.

·  At your request, StreetLinks will locate appraisers in an area and incorporate them into our approved vendor network. Appraisers are selected for appraisal orders by StreetLinks based on their historical service metrics such as: quality, QC rating, and relative network profile competitiveness. More importantly, the selection process is based on proximity to the subject property, as we feel that it is imperative that the appraiser understand the subject market.

·  The StreetLinks website allows you to easily communicate with our team and to see the real-time status of every one of your appraisal orders on one screen, at a glance.

·  StreetLinks processes the payment for ALL appraisal requests in order to get your borrower committed to the loan as early in the transaction as possible. It is recommended that you collect the borrower’s payment information upfront and include it with the appraisal order. A borrower who has already paid for the appraisal is less likely to keep shopping! In the event that the borrower’s payment information is not provided with the appraisal order, one of StreetLinks’ payment specialists can call the borrower directly.

·  StreetLinks also processes the appraisal payment to ensure that appraisers are paid pursuant to their engagement contracts. Payment is delivered to the appraiser within 30 days from report delivery.

·  All appraisal reports are reviewed for compliance with the Uniform Standards of Professional Appraisal Practice (USPAP), FHA (when applicable), Fannie Mae and Freddie Mac guidelines, the Real Estate Settlement and Procedures Act (RESPA), the Financial Institutions Reform, Recovery, and Enforcement Act (FIRREA), as well as any specific underwriting guidelines of The client.

Common items such as unmarked checkboxes or missing signatures can often be addressed and corrected within minutes of the appraiser submitting their report, instead of trying to track the appraiser down several days later while you are waiting to close.

·  Our Homeowner Questionnaire in our Knowledge Center is a valuable tool for reviewing details and conditions of the subject property with the homeowner. This questionnaire may alert the loan officer to issues that may impact value prior to ordering an appraisal.

·  Our website, www.StreetLinks.com, provides a comprehensive suite of compliant value estimation tools to assist in the pre-estimation of the property value. Using one or more of these tools will help you pre-determine an accurate value estimate to assist in structuring appropriate loan offers.

1.2 Specific Benefits to Managers and Corporate

·  StreetLinks limits The client’s liability by preventing certain information from being passed to appraisers in states where the act of passing such information is prohibited by law and often with substantial financial penalty to The client for each occurrence.

·  StreetLinks maintains all legal documents for every appraiser on The client’s approved appraiser roster and constantly monitors each appraiser’s state licensure and disciplinary status and the Error & Omissions insurance expiration date.

·  StreetLinks provides total accounting consolidation, thereby eliminating the need for The client to investigate hundreds of monthly appraisal invoices.

·  Managers can track the appraisal pipeline for any office on one screen, allowing for quick and easy assistance to new loan officers. The process of redistributing files and checking for outstanding appraisal invoices is quick and easy with the online utility.

·  StreetLinks online communication platform creates a controlled environment to avoid any impropriety in dealing with the appraiser throughout the appraisal process.

·  ValueVault™ is a secure, on-line repository for permanent storage of original and authentic appraisal reports. ValueVault™ eliminates the risk of an appraisal being altered by making the original document accessible to all parties in the lending transaction. This is available on the StreetLinks website.

·  The Certificate of Compliance assures every stakeholder in the mortgage loan that our valuation was derived according to the strictest standards of objectivity without influence to inflate the appraised value. The value of a certified non-influence process will be evidenced in enhanced loan performance.

1.3 Fee Schedule and Turn Times

National Fee Schedule and State Pricing – Please see your Account Executive

·  Alaska & Hawaii fees are on an individual quote basis. Please call for a fee quote.

Turn Time Metrics

·  StreetLinks currently maintains a 5.5 day average turn-time from order entry to order delivery.

·  StreetLinks appraisal orders include a due date set to the fourth business day following the order entry date.

·  Special client directives can often be accommodated in rush scenarios.

1.4 Order Processing Department

Payment Processing

·  Orders are not assigned to an appraiser until the appraisal payment has been secured by StreetLinks Lender Solutions.

·  StreetLinks Lender Solutions offers four online payment options: All major credit cards, debit cards with a Visa or MasterCard logo, eCheck, and invoice.

Order Processing

·  All new appraisal requests are processed into the StreetLinks system by first verifying that the subject’s property address is complete and accurate, including the city, zip code, and county.

·  Upon verifying the subject property address and the specific appraisal product, an appraiser is selected for the order based on a number of criteria, including, but not limited to, proximity to the subject property, total number of orders completed, quality rating, total number of orders currently in process, and lender specific approval status.

1.5 Status Processing

Once your order is placed, StreetLinks takes over the task of maintaining constant contact with the appraiser to monitor your order’s progress throughout the life of the order, and makes that information available to you on the StreetLinks website.

·  StreetLinks notifies the appraiser of each order via email, text message, mobile application, and fax. The appraiser has 4 business hours to accept the order via our online system, before it is determined to reassign it.

·  StreetLinks places daily status calls to the appraiser to obtain information regarding scheduling, estimated completion date and/or specific client directives.

·  StreetLinks operates a full processing staff, from 8am to 9pm EST Monday through Friday and 9am to 4pm EST Saturday, in order to maintain the most current status information and to be available to you and our appraisers if questions or problems arise.

·  Our website is available 24/7 so that you can obtain status information and post communications no matter the time of day or night.

1.6 Quality Control Process

All appraisal reports are pre-underwritten for compliance with the Uniform Standards of Professional Appraisal Practice (USPAP), FHA (when applicable), Fannie Mae and Freddie Mac guidelines, the Real Estate Settlement and Procedures Act (RESPA), the Financial Institutions Reform, Recovery, and Enforcement Act (FIRREA), along with any specific underwriting guidelines of The client.

The comparable selection process and reconciliation in each appraisal report are considered by one of our StreetLinks quality control associates. The objective is to obtain appraisal values that reflect the full consideration of the subject property.

1.7 Post Completion Services

In the event of required post completion underwriting stipulations for a given appraisal report, StreetLinks will use our industry expertise to properly request and follow up with the most applicable report enhancements. The StreetLinks team of associates understands that an expedient response to underwriting stipulations is essential to the overall client experience.

·  Posting your needed revisions in the communication log via the website is the most efficient and easiest way to convey these to us.

1.8 StreetLinks Appeals Policy

All appraisal reports are reviewed for compliance with the Uniform Standards of Professional Appraisal Practice (USPAP), Fannie Mae and Freddie Mac guidelines, the real estate settlement and procedures act (RESPA), the Financial Institutions Reform, Recovery, and Enforcement Act (FIRREA), FHA, and finally, any specific underwriting guidelines of the Lender/Client.

Reviews are focused on FNMA appraisal report forms revised March 2005. The completed and approved appraisal should lead the reader of the report to the same conclusions, regarding the estimated value and property condition, as those derived by the original appraiser. Please refer to your lender’s appeal policy to determine the method by which an appeal should be filed.

1.9 Transferring an Appraisal

Once an appraisal report is completed, you may need to transfer this report to another lender. A release of an appraisal report does not require any involvement by the appraiser. StreetLinks can assist you in this transfer of appraisal ownership on any appraisal ordered through StreetLinks.