Transcript Document
Service Counts ! October, 2014 ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 1 Why Improve Service ? It Pays… • Service levels affect the Scorecard • The Scorecard is used in the appraiser ranking system • Ranking determines assignment distribution – Quality is important. But even high quality delivered late can be a problem. – It is important to remember that you may earn perfect scores on quality, but if service levels slip, an appraiser’s rank may drop relative to his competitors with superior service » So, lets review the Mile Markers of good service at Servicelink. ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 2 Order Acceptance: • Order will arrive to your email or will be made available on the website pending acceptance • Order acceptance is expected to be executed within 4 to 8 hours from order receipt • How to accept an order? • Log on to www.elendersolutions.com • Locate order by Order # and Status “New” • Click “Select Action” drop down menu and choose to “accept” or “decline” ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 3 Declining the Order: • Should you have to decline an order, please select the appropriate reason and submit • Assignments are made to a specific appraiser – not the appraisal firm. Do not attempt to reassign orders within the firm. Any such reassignment must come from Servicelink, and may not be modified via your interaction with website ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 4 Keep Profile Up to Date: • If you decline an order due to your inaccurate profile and need to make a profile change, please contact your Market Manager quickly to avoid additional disruptions by such declined orders in the future. • Profile changes may be made for: o Fee changes o o o Capacity of work Trade area coverage Product type Market Managers by Region Telephone Vendor Ops Support/Vendor Management Email Address Region 1 (Northeast) [email protected] Tony Nicosia Region 1 ALL STATES 412-766-2516 [email protected] ME-MA-RI-CT-NJ-DE-MD-DC-VA-PANY-VT-NH [email protected] Region 2 ALL STATES OH-WV-KY-TN-NC-SC-GA-AL-MS-FLPR-VI Region 2 (Southeast) [email protected] Erich Loefke 412-766-2047 Region 3 (West) [email protected] Chris Tressler Region 3 ALL STATES 412-766-1776 [email protected] Region 4 (Central) [email protected] Tim Phares ServiceLink, A Black Knight Company CA-NV-OR-WA-ID-UT-AZ-MT-WY-CONM-ND-SD-KS-OK- AK-HI Region 4 ALL STATES 412-766-1407 [email protected] NE-TX-MN-IA-MO-AR-LA-WI-IL-MI-IN TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 5 Service Expectations – Assignment to Delivery • Interior Inspection Appraisals - 7 calendar days from acceptance to delivery • Exterior only Inspection Appraisals – 5 calendar days from acceptance to delivery • If you are unable to meet the service expectations, please decline the order but also provide the date and time you could deliver report should we need to know that ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 6 Scheduling Interior Inspections: • Appraiser should make contact (call or email) within 8 hours from order receipt • Update website after each contact and provide details surrounding attempts to schedule interior appointment (messaging, who, what, when, how) • Continue daily efforts to contact and also continue updating website daily, until the appointment is scheduled • An update of successful inspection scheduled date should include date and time of scheduled inspection on website The goal is to schedule an inspection within two days of acceptance. If for any reason the appointment is scheduled beyond the two day goal, be sure to offer details of the conversation with appointment contact in your update ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 7 Report when Inspection Completed: • On the day of the inspection, and after inspection has been completed, visit our website and mark order as “Inspection Complete” • Provide an update on date and time you expect to submit the completed report • Deliver report within 24-48 hours of inspection ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 8 QA Questions: • Always monitor email and website closely for any QA questions that may be raised.. as well as new orders! • Warning: the service “clock” does not stop until the report is approved by QA Department and delivered to the client • Respond to QA questions within 4-8 hours from receipt ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 9 Post Delivery Questions: • Upon receipt of your report, our clients will occasionally have follow up questions • Be aware, our clients are unable to complete the loan decision process if the underwriter still has outstanding questions • Our commitment to service does not stop until all questions are resolved enabling the client to complete their loan decision process • Post delivery questions raised should be addressed within 4 hours from receipt – Time is of the essence. ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 10 Your Scorecard: The Service related points • The scorecard consists of a possible 150 points total • 50 out of 150 points (33%) are devoted to service • A benchmark of median service levels from each county is established, so as not to penalize the more difficult counties • Exterior appraisals are benchmarked separately from interior appraisals • If the appraiser meets or beats the median county benchmark for 80% of the appraiser’s assignments, the appraiser will earn a maximum of 45 points • Resolving QA questions: If 75% of the QA questions are resolved by the appraiser within 24 hours, he can earn an additional 5 points Each month, the updated scorecard is fed into the system and becomes a determinant as to future assignments. Given that one-third of the total number of points that may be earned are service-related, good quality alone cannot overcome a failure to manage one’s service. ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 11 10 Concepts to Remember 1. Monitor your email everyday 2. Accept or decline assignments promptly 3. Make sure your Profile is accurate 4. Make contact to schedule appointments within 8 hours 5. Update website with scheduled date and time 6. Update website promptly upon completion of inspection 7. Make inspections within 48 hours 8. Deliver reports between 24-48 hours from inspection 9. Ideally respond to QA questions within 8 hours, (24 hours to earn points) 10. For 45 service points, make sure 80% of your work meets or beats the median time we find in your market Benjamin Franklin said in his Advice to a Young Tradesman “Time is Money” ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 12 Almost Done To award credit for attending this session, you must click on the link below which will take you to an acknowledgement form. If click linking does not occur, simply copy and paste the link below to your address line of your Internet Explorer browser window https://www.formstack.com/forms/axisappraisal_performance_acknowledgement Thank you for attending this session entitled Service Counts. Thank you also for your hard work and willingness to work with the largest appraisal management company in the nation - Servicelink ServiceLink, A Black Knight Company TM & © 2014 Black Knight Holdings, Inc., its affiliates and/or subsidiaries. All rights reserved. All other trademarks and copyrights are the property of their respective holders. 13