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  1. Dedicated to Serving You
  2. Resolving Complex Issues
  3. Training the Best to Best Serve You
  4. Working Through Hardship
  5. Helping You Pay Off Your Loan
  6. Providing Value to You
  7. We offers a variety of services at no cost
  8. The Benefits of Escrow Accounts
  9. Securing Insurance on Your Behalf
  10. Protecting Your Privacy
  11. Credit Counselors Can Help
  12. A Constant Emphasis on Quality
  13. Fighting Fraud on Your Behalf

Kankuratan.com's loan providing partners is committed to offering fast, convenient customer-friendly service that meets your needs on your terms. We offer customer service assistance by phone, and we hope to have online help available in the near future. Our mortgage service representatives, who speak both English and Spanish, are available 8:30 AM 5:30 PM Pacific Time, Monday through Friday call us. We understand you're busy, so we are committed to responding to your calls at the time you contact our call center. If we need to return a phone call, we will do so within 24 hours.

Our commitment to serving you is part of our goal of providing the highest level of customer service in the mortgage industry. This is why we regularly conduct customer satisfaction surveys and mystery shopping to evaluate our performance. Our quality assurance programs regularly monitor calls and correspondence to ensure they meet our high standards of integrity and professionalism. Our Customer Service Leadership Team oversees all aspects of our customer service. If you have suggestions about how we can improve our service, we want to hear from you.

Resolving Complex Issues

As a partner in your financial success, we understands that not all customer service issues are the same. For particularly complex issues, we have a specially trained Customer Advocacy Group that will take care to resolve an issue that requires extra attention. Should you have a question, please contact us by phone or regular mail. Our mailing address is printed on the back of our monthly billing statements.

Training the Best to Best Serve You

To provide you with the highest level of customer service, Our partners devotes significant resources to training. Before our associates can begin working with you, they are enrolled in 40 hours of training emphasizing our corporate values of conducting business with the highest levels of professionalism and integrity. Each associate in the servicing department must understand our Servicing Practices, and our collectors are trained to strictly follow all laws and regulations governing fair debt collection practices and procedures. They also are extensively trained to assist you if you are faced with problems managing your mortgage debt. All new associates are also given additional one-on-one coaching and cross-training courses covering other service and compliance issues. During their first year, most associates complete an additional 20 to 30 hours of training and take one or more of the nearly 50 courses we provide to our staff. Training courses are regularly updated to reflect changes in regulatory and compliance issues, as well as changes in our policies and procedures.

Working Through Hardship

Our overriding objective is to keep you in your home should you encounter financial hardship. Our 2 associates specially trained to help customers in financial difficulty review every potential foreclosure. Our associates makes every effort possible to provide payment alternatives, and we routinely refer borrowers to HUD-approved credit counselors. Our associates is currently establishing relationships with nationally recognized credit counseling organizations to help borrowers who want or need assistance. Equally important, Our associates does not offer financial incentives to associates based upon their foreclosure results. Our objective is to avoid foreclosure by exploring every option to keep you in your home.

Helping You Pay Off Your Loan

If you pay your loan on time and maintain a good credit standing, Our associates can help you pay off your loan early, and we can assist you in refinancing through our wide range of loan programs where we can offer you loan terms that may be more favorable to you. To expedite the payoff process, we provide accurate payoff statements within three to five business days of receipt of a written request. If you have a question about your payoff statement or would like to discuss options, call Our associates.

Providing Value to You

Our associates offers a variety of services at no cost as part of our ongoing commitment to you. These services include:
  • Impound account set-up or cancellation
  • Payoff requests
  • Payment history
  • Requests for copies of loan documents
  • Requests for copies of the property appraisal
  • Year-end statements
  • Faxing documents

The Benefits of Escrow Accounts

Saving each month for property taxes and homeowners insurance requires ongoing financial discipline. Our associates helps customers achieve that objective by providing an escrow account for real estate taxes and homeowners insurance when we retain servicing. This is a free service and there is no charge to set up or cancel this service. Please call our customer service number to learn more about how to set up an escrow account for your real estate tax and insurance payments.

Securing Insurance on Your Behalf

We encourage our customers to maintain the insurance that their loan requires, and we offer an insurance escrow account with no set-up or maintenance charge. If insurance should lapse, we inform you promptly with two written notices. In most cases, 60 days elapse before we obtain substitute insurance on your behalf. We promptly credit back any unearned premium once you again secure coverage. Our policy strictly forbids us from collecting a commission on substitute coverage initiated by our associates. Our goal is to make certain that your property is properly insured.

Protecting Your Privacy

Ensuring the privacy of your confidential information is one of our top priorities. Our starting point is to let you decide what to do with confidential information collected in the loan origination process. We comply with all applicable federal, state and local laws, and we have numerous internal safeguards in place to protect your personal information. our associates Chief Privacy Officer oversees all aspects of our privacy policy throughout the company. We treat confidential customer information with the utmost discretion and caution, and we hold our business partners to these same high standards.

Credit Counselors Can Help

Credit counseling offers valuable strategies and options to help you in times of financial difficulty. Our associates provides you with information on how to contact HUD-approved credit counselors, and we are in the process of forming several partnerships with credit counseling agencies across the country that can provide you with additional help.

A Constant Emphasis on Quality

We understands that quality control is not only good business; it is also vital to ensuring that customers are treated fairly and correctly. To deliver the highest quality of service, we have established numerous policies and procedures that are routinely refined and updated. Our compliance department regularly reviews our operations to ensure we are in accordance with the letter and the spirit of federal, state and local laws and regulations. Internal and external auditing groups are regularly monitoring and evaluating our business processes and procedures. The senior management of our associates regularly reviews these evaluations and reports.

Fighting Fraud on Your Behalf

Fraud prevention is very important for us. To protect you from identify theft and other types of fraud, we have implemented a series of policies, procedures and state-of-the-art technologies to reduce the likelihood of identity fraud. We work proactively on your behalf to contact credit bureaus and law enforcement if you have been victimized by fraud. Our Fair Lending hotline and Fair Lending Officers are available to help you in the event you need it. If you believe you have been a victim of identity theft, please call us.

You can add multiple loans. The loans will then display on the same Loan Summary page.

Make your payment using Western Union Quick Collect.

I received a property tax bill, but my mortgage has an escrow / impound account for property taxes. What do I do?

If you have an escrow / impound account for property taxes, we disburse the property taxes on your behalf. To ensure payment, please fax the property tax bill to address given to you after sign up with us.

Final : Our Loan Providing site is a VeriSign Secure Site and is secured by a VeriSign SSL certificate. Information sent from addresses that begin with "https://" is encrypted before transmission.

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