TABLE OF CONTENTS
training
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4
share point
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time off requests
appraisal teams
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25
people you should know
breaks, calling off & overtime
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11
the zones
working hours
8
9
phone & email
team leader
26
the support teams
TRAINING [
*You are cordially required to attend these trainings.
If you have any questions about upcoming trainings, be sure to check with your leader.
Appraisal 3-Day Training Overview of the teams, processes and functions within appraisal.
Teddy Bear Training Learn how to care for and treat each and every client like your favorite teddy bear! “Every client. Every time. No exceptions. No excuses.”
A.I.R. Training Appraiser Independence Requirements. Learn the do’s and dont’s of communicating with an appraiser.
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R E D A E L M A E T R YOU // // // //
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SHAREPOINT What is SharePoint? SharePoint is a cloud-based application that allows for you to make sites in order to share files and documents that are immediately accessible from your work computer via Internet Explorer.
Type “tsiappraisal/” into Internet Explorer. This is your TSI Appraisal homepage.
These are your quick links to info on who is working and volunteering.
Quick links to the Zones’ individual team pages.
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Hover over the “calendar”tab to select ‘team member’ or ‘late night’.
Use the top tabs to select team-specific calendars for TM.
For extra information click either this button or “Extra”.
Here you will find extra documents you may be looking for!
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WORKING HOURS Team members should be ready to start work at their determined start time. If you need to get breakfast, coffee, etc. please do so before your shift starts. Please do not clock in until you are ready to start work. Clocking in before you are ready to work may result in disciplinary action. Unless you receive team leader approval, you must work within the working hours. These hours are to be worked during Monday through Friday. We do not make up working hours during the weekend. If you will be absent for more than 1 hour (lunch, doctor appointment, etc.), communicate your absence with your team leader and set your OOO (Out of Office).
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If you’re unable to log on at your usual start time or are running late, it is your responsibility to contact your team leader.
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S T S E U Q E R F F O E TIM [
1 or 2 days off requires two weeks’ notice (if possible). 1 week off or more requires at least 1 month’s notice. Time off requests must be submitted no earlier than 60 days before the requested day(s) off. Once your time off is approved, you are required to block off those days in your calendar in Outlook. You can only request time off for time that you have accrued. Please be mindful of your time off balance.
Out of Office (OOO) || It is your responsibility to communicate with your leader on who you will be setting as your OOO cover.
When setting your OOO, you must set both your email and voicemail messages. Emails must be forwarded to your OOO cover.
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E M I T R E V O & F F O BREAKS, CALLING Breaks & Lunches Team members are allowed two 15 minute breaks and one 30 minute lunch daily. If your break exceeds 20 minutes, you must clock out for it. If you are taking lunch, you must clock out.
Tardiness If you are more than 15 minutes late, you must call to let your team leader, the team captain, or another team leader know.
Calling Off Team members need to call the team leader at least 2 hours before their scheduled shift to allow for sufficient time to find a replacement.
Overtime Overtime is determined by business needs and senior leaders. It must be approved by the team leader.
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PHONE & EMAIL [ phone [ You are responsible for auto-ing into your phone (CTI) in the morning and logging out at night before you leave. Phone calls should be responded to within 24 hours.
Appraisal Relations & Communication If you walk away from your desk, for any reason, you must Aux out. Be sure to select the appropriate Aux out code. Do not always select “General”.
[ email [ Your email should be open at all times. It is your responsibility to evaluate the urgency of an email and respond accordingly. Emails should be responded to within 24 hours. If you are unable to fulfill the request in 24 hours, you must respond to the requester and let them know that we are working on their email. All emails should be professional. Avoid “canned” responses and abbreviations (for all teams). Use spelling and grammar check.
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APPRAISAL TEAMS APPRAISAL RELATIONS TEAM The Appraisal Relations team handles all incoming communication from the lender, and is the “voice” of TSI Appraisal. The team handles all transactions, regardless of whether it’s purchase or refinance, VA/conventional, etc.
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They work with all FOC lenders, as well as our outside Lender Clients. The Appraisal Relations team also handles all Improved Client Experience emails and deep dives into orders when our clients may have had a negative experience or complaint.
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APPRAISAL SUPPORT TEAM Appraisal Support consists of 3 teams: Quality Assurance, Appraisal Zone Analysts, and Special Project Analysts. Quality Assurance enhances and improves process for Appraisal Production Teams. Appraisal Zone Analysts maintain pipeline and partnership connections. Special Project Analysts improve process for Appraisal Production teams in order to boost work efficiency.
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ASSIGNING TEAM The assigning team is responsible for making sure that TSI Appraisal adheres to specific lender client requirements when selecting an appraiser to complete an assignment. Assignors work dilligently to find the most competent appraiser based on the location of the property, experience level and expertise.
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BILLING TEAM The Billing team is responsible for doing an initial review of the appraisal report to ensure compliance with specific guidelines set by Fannie Mae and Freddie Mac. They also handle revisions that have been requested on a report, as well as all rejected reports and cancellations of appraisal orders. They’re responsible for ensuring reports are delivered to the lender and the client in a timely manner.
ESCALATION TEAM
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The Escalation team or PALS (Pipeline Analysis Liaisons) work to assign, status and bill orders that are considered priority because of their age and length of time that the order took to complete as well as orders that had concerns and delays that may impact the client’s overall experience with the loan process. They use system generated reports, spreadsheets and their team email box to stay on top of those orders that have been deemed a priority by Title Source and by the lender. Their goal is to get the challenging and aging orders the attention they need to keep them moving through the appraisal process as smoothly as possible.
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REVIEW TEAM Licensed appraisal analysts perform qualitative reviews to help make sure that consistent logic and reasoning is used in each residential real estate appraisal. Our analysts apply a wide range of public knowledge, education and experience to rapidly identify the risk and merit of every assignment.
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A variety of public and proprietary sources are utilized to verify completeness and accuracy, as well as compliance with generally accepted standards for professional appraisal practice and the Dodd-Frank Wall Street Reform and Consumer Protection Act.
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STATUS TEAM TSI Appraisal’s Status team is a team of appraisal coordinators who serve as the liaison between our clients and appraisers. Status is responsible for ensuring that appraisal reports are delivered in a timely manner while communicating with the client, appraisers and other team members every step of the way. Once an order has been accepted by an appraiser, Status team members work closely with the appraiser to ensure the inspection is scheduled and completed ASAP. They assist the appraiser with any issues they may come across while completing the report. Should issues arise, Status team members will work with both the appraiser and lender to find a solution that satisfies both parties.
VA TEAM
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The VA team is responsible for assigning/ordering appraisals in the VA portal, obtaining the status of an order and making sure that we are in compliance with the VA guidelines. The VA team also digs deep into orders to ensure that we are doing the right thing and making sure that we service our veterans in a timely manner.
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THE ZONES The United States is divided into 5 zones Every zone is divided into pods, which is made up of different states This allows team members to build & maintain relationships with appraisers in those states
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ZONE 1
APPRAISAL ZONE ANALYST // jamie perry
christine graham // ASSIGNING TEAM LEADER
STATUS TEAM LEADER // jennifer williams
winoma heard
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// BILLING TEAM LEADER
S R O I R R A W N R E T S E W Pod 1
Pod 2
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Pod 3
ZONE 2 Pod 4
Pod 5
Pod 6
Pod 7
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TWILIGHT ZONE
APPRAISAL ZONE ANALYST // tiera horton
adam blumenschein
// ASSIGNING TEAM LEADER
STATUS TEAM LEADER // meredith pickett
winoma heard
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// BILLING TEAM LEADER
ZONE 3 APPRAISAL ZONE ANALYST // stormy goff
kerri malandruccolo // ASSIGNING TEAM LEADER
STATUS TEAM LEADER // danielle garner
koralie palmer
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// BILLING TEAM LEADER
Pod 9
Pod 8
UPPER EAST SIDERS
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Pod 11
Pod 10
ZONE 4
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FANTASTIC FOUR APPRAISAL ZONE ANALYST// shanita dotson
// ASSIGNING TEAM LEADER
lakisha james
STATUS TEAM LEADER // aaron valenzuela
koralie palmer // BILLING TEAM LEADER
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ZONE 5
ALL PODS // APPRAISAL ZONE ANALYST
samuel easley
ASSIGNING/STATUS TEAM LEADER // nina orow
koralie palmer
// BILLING TEAM LEADER
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VA ASSASSINS
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THE SUPPORT TEAMS susan goins
// TEAM LEADER
ESCALATIONS
TEAM LEADER QUALITY ASSURANCE // ashley allen APPRAISAL ZONE ANALYSTS + PROJECT SPECIALIST
matt beilharz
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// TEAM LEADER
APPRAISAL RELATIONS
PEOPLE YOU SHOULD KNOW APPRAISAL VP
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andrea stickney
jim contino
APPRAISAL DIRECTOR OF ASSIGNING
ricky gabel
// AVP, APPRAISAL PRODUCTION COMPLIANCE
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andrea tetreault
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APPRAISAL DIRECTOR OF STATUS
NOTES!
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WELCOME TO
For questions, please email jessierandall@tsiappraisal.com