Fannie Mae launched the Inquiry Response Tool (IRT) vendor portal in The IRT portal enhances the way the Fannie Mae Expense Reimbursement team

Transcription

1 Fannie Mae launched the Inquiry Response Tool (IRT) vendor portal in The IRT portal enhances the way the Fannie Mae Expense Reimbursement team manages customer service inquiries related to claims processing. This Inquiry Response Tool (IRT) Submitter User Manual has been created to assist in the submission of questions related to expense reimbursement, such as claims in denied, curtailed, or pending status.

2 Table of Contents Inquiry Response Tool (IRT) Overview...3 IRT Submitter... 3 Flow Chart and Timeline...4 IRT Key Terms...5 Inquiry Type... 5 Vendor ID Numbers... 5 Inquiry Category... 5 Inquiry Status...6 Status... 6 Definition... 6 Log in Screen...7 Reset My Password/Username... 8 Password Reset... 9 Request Username... 9 Inquiry Tab View Repository Users Tab Active Users Search Inquires User Manual and Key Terms Search Filters Search Inquiries in your Queue View Inquiries Remaining Active Days Submit an Inquiry Single Inquiry Submission Batch Inquiry Submission Respond to an Inquiry Additional Information is needed Analyst Response Inquiry Detail Add Users and Notifications Add New User Manage Notifications Fannie Mae. Trademarks of Fannie Mae of 23

3 Inquiry Response Tool (IRT) Overview The IRT portal improves our ability to respond and track inquiries related to Expense Reimbursement Claims, including questions related to expenses denied, curtailed, or pending; unclear guidelines around a claim submission; or a system issue. The intent of the portal is not to assist with the claim submission procedures but to answer questions related to the decision or pending decision of a specific claim as needed. IRT Submitter IRT is the single resource for performing the following tasks: Submitting a claim reimbursement inquiry Tracking the progress of an inquiry Viewing the history of previous inquiries on a loan 2016 Fannie Mae. Trademarks of Fannie Mae of 23

4 Flow Chart and Timeline The IRT workflow will be managed on a 7 day timetable. The Submitter will have 7 days from the time it populates into their queue to take action. If no action is taken after the 7th day, then the inquiry will move to a Completed status Fannie Mae. Trademarks of Fannie Mae of 23

5 IRT Key Terms The following key terms will be used in the system: Inquiry Type This Inquiry Type is based on your vendor/servicer profile. Non-Servicer These types of inquiries will primarily be for REO vendors. Servicer These types of inquiries will primarily be Servicer related. Reverse These inquires will be for Reverse Mortgage inquiries. They can be from either Non- Servicer or Servicer. Vendor ID Numbers SSID Seller Servicer ID Vendor ID Vendor Number Inquiry Category The category is based on the type of inquiry being submitted. Expense Curtailed The claim was not paid in its entirety. Only part of the claim was paid. Expense Denied The entire claim was denied. Expense Pending The claim has been submitted, but not yet been paid, rejected/denied or curtailed. System Issue The system used to submit claims is causing claims to be rejected/denied. Unclear Guidelines The current expense reimbursement submission guidelines or supporting job aids are not clear on how to submit claims Fannie Mae. Trademarks of Fannie Mae of 23

6 Inquiry Status Status Draft New In Progress Pending Cancelled Completed Re-Opened Re-Opened In Progress Re-Opened Pending Final Review Final Review In Progress Final Pending Research New Research In Progress Research Pending Closed Definition Submitter can save work in progress before they submit the inquiry. System assigned, but not yet reviewed. Fannie Mae review started. IRT submission returned to submitter for additional information. IRT submission returned to submitter, but additional information was not received within 7 days. Fannie Mae review completed and sent to submitter for review. The submitter Re-Opened the Completed inquiry. Fannie Mae review of the Re-Opened inquiry is in progress. The inquiry was sent to the submitter, pending additional information. The submitter Re-Opened the Completed inquiry for a second time. This will be the last opportunity for a rebuttal. Fannie Mae final review of the Re-Opened inquiry is in progress. The inquiry was sent to the submitter, pending additional information. This will be in a Final Review stage. The inquiry was assigned to the Research Analyst, not yet reviewed. Research review started. IRT submission returned to submitter by the research team for additional information. 48 hour hold of the Completed inquiry expires or Submitter accepts response from the Research Analyst Fannie Mae. Trademarks of Fannie Mae of 23

7 Log in Screen 1. After receiving your user name and initial password via , type this link to access the Inquiry Response Tool (IRT). 2. Type your User Name and Password and click submit. Note: You may be asked to change your password after your initial log-in. Please follow the password requirements below to setup your new password Fannie Mae. Trademarks of Fannie Mae of 23

8 Reset My Password/Username This feature provides an automated link to request a password reset and/or to retrieve the username. The link is located on the login screen. 1. Click on the Forgot My Password/Username to retrieve the data. 2. Select the option for the data that needs to be retrieved Fannie Mae. Trademarks of Fannie Mae of 23

9 Password Reset Enter your username, address, and click Submit to reset the password. Note: The system will send an to the address on file with a new temporary password. Request Username Enter your address on file and click Submit to request username. Note: The system will send an to the address on file with a new temporary password Fannie Mae. Trademarks of Fannie Mae of 23

10 Inquiry Tab The Dashboard screen is your home screen after you log-in. This screen allows submitters to view, search, submit, and respond to inquiries. Below are the actions that can be performed in this screen: A. Dashboard (Home Screen) B. View Repository C. Users Tab D. Search Inquiries E. User Manual and Key Terms F. Logout G. Search Filters H. Search Inquiries in your queue I. Remaining Active Days J. View Inquiries View Repository The screen below will allow you to search the entire inquiry system history by selecting the criteria: Received From and To Date Closed From and To Date Inquiry Type Inquiry Category Vendor Type Status 2016 Fannie Mae. Trademarks of Fannie Mae of 23

11 Users Tab This tab will allow you to view Active and Disabled users, add New Users, edit User information, and manage your notifications. Note: Please go to the Add New User section at the back of this guide for instructions on how to add a user. Active Users The Active Users screen allows the Vendor Primary user to view current active users. This screen will let you view who is online and it will also let you take certain actions. 1. Reset This icon will allow you to reset a user s password. 2. Edit This icon allows you to Edit User information, including manage notifications. 3. History This icon will allow you to view a history of login attempts. Search Inquires This function allows you to search previous inquiries using the options below: Inquiry ID REO ID Loan Number 2016 Fannie Mae. Trademarks of Fannie Mae of 23

12 User Manual and Key Terms This feature will allow the user to access the IRT User Manual and Key Terms. 1. Click on the icon to access this information. 2. Click on the Resources tab and then on the IRT User Manual link to open the manual. 3. Click on the Terms tab to view the Key Terms. Search Filters These filters will allow narrow your search of current or previous inquiries depending on the criteria selected. Search Inquiries in your Queue The search function will return results from your queue that matches the selected criteria. View Inquiries Inquiries will display here based on the search criteria entered. These inquiries are items that are still active and are pending further action Fannie Mae. Trademarks of Fannie Mae of 23

13 Remaining Active Days This section shows how many days remain for the submitter to Accept or Re-Open the inquiry. Action is required on behalf of the submitter. If no action is taken, then the inquiry will move to a closed or cancelled status Fannie Mae. Trademarks of Fannie Mae of 23

14 Submit an Inquiry The vendor inquiry workstation will provide the ability to submit a single or a batch set of inquiries. Single Inquiry Submission Hover over the Inquiry tab and select Create New Inquiry to submit an inquiry. The submitter will be required to enter specific information with regards to the claim, denoted with an asterisk (*). Note: Reference the IRT Key Terms section for definitions on Inquiry Type and Inquiry Category Fannie Mae. Trademarks of Fannie Mae of 23

15 Batch Inquiry Submission Inquiries uploaded in a batch will be treated and addressed as individual inquiries once uploaded in the tool. Each batch may only contain one Inquiry Category per upload. Multiple batches may be necessary if submitting inquires that require more than one Inquiry Category. For example, if you have 100 inquiries and 50 of them are Expense Curtailed and 50 are Expense Denied, then you will have to submit two batches; one for each category. 1. Hover over the Inquiry tab and select Create Inquiry Batch to submit a batch inquiry. You will be taken to the Create Inquiry Batch screen. 2. Click on the Download Template link and either save or open the template file from the popup window Fannie Mae. Trademarks of Fannie Mae of 23

16 The spreadsheet opens in Microsoft Excel. 3. Enter as much detail as possible, in addition to the required fields. Note: The template upload must be in.csv format. 4. Click on the Upload Batch File button, once the file has been attached. A message will appear under the Upload Batch File button letting you know if the upload was successful. The message will also include the Batch number associated with the upload. The inquiries will appear on your Dashboard in the Inquiry tab Fannie Mae. Trademarks of Fannie Mae of 23

17 Respond to an Inquiry The submitter will have a few options when the analyst responds to the inquiry, including: providing additional information, accept the analyst response, re-open the inquiry, save, or cancel the inquiry submission. Additional Information is needed If the analyst responded to the inquiry and is requesting additional information, then the inquiry will appear on the submitter dashboard and it will be in one of the Pending status codes. The submitter will have seven (7) days to respond to the inquiry. There are also a few different actions that the submitter can take with regards to a Pending inquiry: Save This action will save the inquiry if no action will be taken at that time. The inquiry will remain on your dashboard. Submit This action will send the inquiry back to the analyst. Cancel This action will cancel the inquiry and no action can be taken once this has been selected. 1. Click on the Inquiry ID to open an inquiry from the dashboard. Once the inquiry is opened, the submitter will be able to add comments in the Vendor Comment section. 2. Type the additional information requested by the analyst if needed. 3. Click on the Save Comment. If the Save Comment button is not selected, then the comments will be lost. 4. Decision the Pending inquiry with one of the three available options. Note: The current character limit is set at Fannie Mae. Trademarks of Fannie Mae of 23

18 Comments provided by the analyst will be listed under the External type in the Inquiry Comment History section of the page. Analyst Response When the analyst provides a response to an inquiry, it will appear on the submitter dashboard in a Completed status. The submitter will have seven (7) days to respond to the inquiry. Comments provided by the analyst will be listed under the External type in the Inquiry Comment History section of the page. There are also a few different actions that the submitter can take with regards to a Completed inquiry: Accept This action will close the case and no further action is needed. Re-Open This action will send the inquiry back to the analyst. If the submitter decides to Re-Open an inquiry, then the comments will have to be entered and saved before selecting the Re-Open button. Skipping the steps below will send the inquiry to the analyst with no comments. 1. Click on the Inquiry ID to open the inquiry from the Dashboard. Once the inquiry is opened, the submitter will be able to add comments in the Vendor Comment section. 2. Type comments in response to the analyst response if needed 3. Click on the Save Comment. If the Save Comment button is not selected, then the comments will be lost. 4. Decision the pending inquiry with one of the two available options Fannie Mae. Trademarks of Fannie Mae of 23

19 Inquiry Detail This tab is located towards the top of the Inquiry Details screen. The Inquiry Activity provides an audit trail in regards to inquiry case assignments and case status movement. It tracks the Username, Role, Date and Time of change, and the description of change Fannie Mae. Trademarks of Fannie Mae of 23

20 Add Users and Notifications Multiple Primary Users are available for vendors with multiple departments within the organization submitting inquires, related to claims processing. The Primary User will create as many secondary users beneath their profile as needed per vendor/department. The Primary User manages their user profiles and controls who is submitting claim inquiries depending on staffing and resource level changes with their organization. Add New User To add a user, move your mouse over the Users tab and select Add New User. You will be taken to the Create New User screen. Before clicking the Create button, fill out the required fields, which include the following: Role This will display available roles (Primary/Secondary). Vendor Vendor/Servicer name. Select Inquiry Type The available options will be based on the Vendor/Servicer profile User Name Currently, there are no specific User Name requirements Fannie Mae. Trademarks of Fannie Mae of 23

21 2016 Fannie Mae. Trademarks of Fannie Mae of 23

22 Manage Notifications All vendors will start receiving notifications from a DRS address when inquiries submitted by the user are updated in the application. Note: All users will be opted-in to receive notifications. The instructions below will help you manage the notifications from the Vendor Primary role. 1. Click on Active Users in the Users tab. 2. Click on the Edit icon. 3. Click on the Manage Notification Preferences link to update your notification preferences Fannie Mae. Trademarks of Fannie Mae of 23

23 4. Click Submit to save the updates. Users will receive notification s similar to the one below Fannie Mae. Trademarks of Fannie Mae of 23