Customer Self-Service Does Not List All Loans For the Borrower

Customer Self-Service Does Not List All Loans For the Borrower

When the borrower logs into Customer Self-Service, the loan number selection does not list all loans for the borrower. This is an issue in Servicing Director. Customer Self-Service selects loans for the borrower using only the Social Security Number (SSN). If the borrower records for different loans in Servicing Director have different SSNs, then Customer Self-Service will not be able to select all the loans.

Workaround:

To correct this issue, confirm which SSN is correct for the borrower and edit the incorrect SSN on the Borrower TaxID screen. 
To edit the SSN: 

  1. Open Customer Service. 
  2. Locate the loan to change. 
  3. Click Borrower. 
  4. Click TaxID. 
  5. Enter the corrected SSN. 
  6. Click OK. 

ArticleNumber:

000071432