Resetting a Customer Self-Service borrower profile will clear the profile password, security questions, and the rest of the borrowers profile settings. 

Borrowers can reset their password by answering security questions and verifying a security image that they have set up. If borrowers do not remember their security questions or image, they must have a Servicing Director internal user/employee to reset their profile. 

When a Servicing Director internal user/employee resets a Customer Self-Service borrower profile, the borrower is allowed to use their profile username once more to be taken directly to the Borrower Profile page to setup their profile again.

Note: To reset a borrower web profile, the user must have access to the Reset Borrower Security page in Customer Self-Service. To have this access, your system administrator must have assigned your Servicing Director internal user's security group the "Customer Service" web role, as directed in the Customer Self-Service Administrator's guide.

To reset a borrower profile, do the following:

1. Open Customer Service.
2. Enter the loan ID for the borrower, and click OK.
3. Right-click on the Customer Service screen, and then click Web Access. The Edit Borrower Web Access screen appears.
4. Select the borrower that you want to reset, and then click Select. The Borrower Web Access screen appears.
5. Click Web Link. This will open the Customer Self-Service Online Account Access page for your internal users set up to use Customer Self-Service.
6. Enter your Servicing Director desktop application username and password instead of a borrower profile name.
7. Click the Reset Borrower Security link.
8. Enter borrower first and last name or tax ID number, and then click Search.
9. Choose a loan, and then in the Temporary Password column, enter a temporary password or click Generate to automatically generate a temporary password.
10. Click Reset Profile to save the temporary password and reset the borrower profile. When the borrower logs on next, they will use their previously used profile username, and the system will the system will prompt the borrower to enter new security questions and create a new password.

After the profile is reset, the borrower will be taken directly to the Borrower Profile page when they login, and the borrower must do the following:

1. Enter their profile username. They will be required to enter a username, which can be the same username they had before the profile was reset, as long as the username is not already taken.
2. Enter a new password. They are required to enter a password, which can be the same password they had before the profile was reset.
3. Select new security questions, and enter new answers for the questions they select.
4. Enter their email address.
5. Select a new Security image and image title.

ArticleNumber:

000050733