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curiousinidaho · 10-09-2009, 02:49 PM

I've seen several members posting about problems getting through to your negotiator by phone, and sometimes not able to leave messages because mailboxes are full.

If you cannot reach your negotiator by phone, send them an e-mail letting them know you are trying to reach them but are unable to leave a message because their voice mail is full. This serves two purposes...

You are making an effort to let them know you are attempting phone contact.
Your e-mail serves as proof that you are attempting to contact them.

If you know your negotiators name or name of the person you are trying to reach, but do not know their e-mail address...

Most all AHMS employees use their first and last name with a . (dot) in-between followed by @oomc.com or @ahmsi3.com If you aren't sure, send to both! If you use Microsoft Outlook or another e-mail program that gives you the option to request a received receipt and a read receipt.... USE IT! This will serve as proof of date and time delivered to and/or read by the recipient.

EXAMPE: john.doe@oomc.com and/or john.doe@ahmsi3.com

Keep a log of all phone calls including date, time and description of the message left or the conversation when you do speak with someone. Be sure to make a note of the name of the person you called or spoke with as well. And, keep a copy of ALL e-mails you send/receive. This phone log and e-mail paper trail will come in handy if there is any future discrepancy about a conversation or information sent via e-mail. Also, when you FAX documents, be sure to print a FAX transmittal page for proof date and time you sent the information. If you mail documents, send them with a tracking number so you can track the date and time they are received by AHMS. Better yet, send them via certified mail so you have a signature of the person who signs for them. And, just to be safe, FAX those documents as well. A strong and solid paper trail is one of your best defenses if and when you need proof of something.

When I last spoke with my negotiator, we engaged in some small talk about what his job entails. He mentioned how busy he and all of the other home retention team members have been. He said if they answer every call that comes through to their personal extension, they would never get any work done. It makes sense if you think about it. He admitted that almost all calls go directly to his voice mail unless he has scheduled a time to speak with the client. This is what he suggested to me if I needed to speak to him right away....

Call ONCE and leave a very brief message including:

Your name as listed on the loan documents
Your mortgage loan number
Date and time of your call
Your contact phone number
Very brief description of what you need to speak with him about.

Again, please call only ONE time . . . he will get the message and call back as soon as possible. Leaving multiple messages quickly fills up the voice mailboxes and further delays things.
After you call and leave the voice message, send an e-mail informing him that you've left a voice message and be sure to include items 1 through 5 above in the e-mail as well. If the matter is truly urgent, indicate URGENT in the subject line of the e-mail.
Please try to be patient and allow 24 to 48 hours for a return call or e-mail. The negotiators have very heavy case loads and are working 12 to 16 hours per day, 6 days per week.

Best of luck to everyone!

10-09-2009, 02:49 PM	#1 (permalink)
curiousinidaho Member Join Date: Aug 2009 Posts: 25 Nominated 0 Times in 0 Posts TOTW/F/M Award(s): 0	Hints for contacting your negotiator I've seen several members posting about problems getting through to your negotiator by phone, and sometimes not able to leave messages because mailboxes are full. If you cannot reach your negotiator by phone, send them an e-mail letting them know you are trying to reach them but are unable to leave a message because their voice mail is full. This serves two purposes... You are making an effort to let them know you are attempting phone contact. Your e-mail serves as proof that you are attempting to contact them. If you know your negotiators name or name of the person you are trying to reach, but do not know their e-mail address... Most all AHMS employees use their first and last name with a . (dot) in-between followed by @oomc.com or @ahmsi3.com If you aren't sure, send to both! If you use Microsoft Outlook or another e-mail program that gives you the option to request a received receipt and a read receipt.... USE IT! This will serve as proof of date and time delivered to and/or read by the recipient. EXAMPE: john.doe@oomc.com and/or john.doe@ahmsi3.com Keep a log of all phone calls including date, time and description of the message left or the conversation when you do speak with someone. Be sure to make a note of the name of the person you called or spoke with as well. And, keep a copy of ALL e-mails you send/receive. This phone log and e-mail paper trail will come in handy if there is any future discrepancy about a conversation or information sent via e-mail. Also, when you FAX documents, be sure to print a FAX transmittal page for proof date and time you sent the information. If you mail documents, send them with a tracking number so you can track the date and time they are received by AHMS. Better yet, send them via certified mail so you have a signature of the person who signs for them. And, just to be safe, FAX those documents as well. A strong and solid paper trail is one of your best defenses if and when you need proof of something. When I last spoke with my negotiator, we engaged in some small talk about what his job entails. He mentioned how busy he and all of the other home retention team members have been. He said if they answer every call that comes through to their personal extension, they would never get any work done. It makes sense if you think about it. He admitted that almost all calls go directly to his voice mail unless he has scheduled a time to speak with the client. This is what he suggested to me if I needed to speak to him right away.... Call ONCE and leave a very brief message including: Your name as listed on the loan documents Your mortgage loan number Date and time of your call Your contact phone number Very brief description of what you need to speak with him about. Again, please call only ONE time . . . he will get the message and call back as soon as possible. Leaving multiple messages quickly fills up the voice mailboxes and further delays things. After you call and leave the voice message, send an e-mail informing him that you've left a voice message and be sure to include items 1 through 5 above in the e-mail as well. If the matter is truly urgent, indicate URGENT in the subject line of the e-mail. Please try to be patient and allow 24 to 48 hours for a return call or e-mail. The negotiators have very heavy case loads and are working 12 to 16 hours per day, 6 days per week. Best of luck to everyone!