Short Sale Escalation Guidelines

Our team understands that it is importance of getting your file to the lender for approval as quickly as possible however at times you may feel that an escalation is necessary to meet contractual deadlines and a variety of other reasons.


Please keep in mind that several factors contribute to the time frame of a short sale.  Barry Miller Law uses the latest technology to process your short sale transaction.  S.A.M.S. is a task driven system and each task has a specific deadline.  The system allows management to track the life cycle of your

file in our office and ensures that were meeting critical deadlines.


BEFORE submitting an escalation, agents need to ensure they have exhausted the following resources:


  •  Contact the assigned Short Sale Negotiator through email and allow 24 hours for a reply
  •  Contact a Team Leader at 407-423-1700. Ask for a short sale team lead, if you leave a message allow up to 24 hours to receive a reply
  •  Contact Client Services at 407-398-6900 (Monday to Friday 9 a.m. to 5 pm EST)


If the above resources cannot resolve your issue and you need an escalation, please call 407-423-1700 and ask to speak with the escalation manager for the short sale team.  All calls will be returned on the same business day.  Agents should review and understand these guidelines before initiating escalation:


  •  Previous attempts to resolve issue within published response times  are not being met
  • Transaction specific information will only be discussed with homeowners or their authorized third parties.  
  • If you are a buyer’s agent, please understand that we cannot discuss a client’s file with you.  If you do contact us, we will refer you to speak with the listing agent.

 

Identifying the need for an escalation

Only a very small portion of short sale files should require an escalation at any given point in the process.  Agents must carefully assess the situation and determine if escalation is needed

A Short Sale Escalation Is

A Short Sale Escalation IS NOT

An avenue to resolve one for more

of the following issues

A Way To Get a Status Update

          No response to attempts to reach a short sale negotiator or team lead (allow 24 hours for response)

A Way To Expedite a Short Sale

·         A decision on an offer has not been communicated in 45 days **Must have 100% complete package submitted to lender

A guaranteed Method To Get A Short Sale Approved

·         An avenue to get answers to questions that have not been answered by the assigned negotiator or team lead

A Way To Get General Questions About The Deal Or The Short Sale Process

 Disclaimer:  These timelines are used as a guide to delivering exceptional service.  Several factors can affect the actual time for delivery, these can include lender re-assignments, requirement for additional documents etc.

A Way To Bypass Working With Your Assigned Short Sale Negotiator

 

 

What to Expect After Escalating

  • Within same business day you will be contacted by a member of the management team
  • The actual resolution can take several days as it may require additional research from third parties, you will be provided with a time frame for a return call
  •  If you have spoken to a certain individual in the past, please understand that we work as a team and anyone you talk to has a high level of training and can answer your questions


Our mission is to help you obtain fast and efficient short sale approvals.  This is a mutual team effort!