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:
- Open Customer Service.
- Locate the loan to change.
- Click Borrower.
- Click TaxID.
- Enter the corrected SSN.
- Click OK.
ArticleNumber:
000071432