Q: How do I contact Servicing?
A: Servicing can be reached by phone at 800-514-0270. They can also be contacted by email at firstname.lastname@example.org. Please allow 24 to 48 hours for a response.
Q: How do I access the online Payment Portal?
A: Go to www.goldstarfinancial.com and click the Make A Payment button at the top of the page.
Q: Where is the loan being transferred to?
A: First check the Payment Portal to see if this information is available. If the Portal does not show the new investor, please contact Servicing for additional review.
Q: My borrower is having an issue with their new investor / servicer. Can you help them?
A: Servicing will do everything we can to assist with whatever issues come up. But please remember that once a loan is sold to a new investor Gold Star becomes a third party. That means we no longer have any rights to private loan information, and we can’t make any changes to their account. In such a situation our access is limited to being able to escalate concerns to the new investor’s service team.
Q: Where should I tell an insurance agent to send their renewals?
A: First, check the payment portal. If the loan has been sold to a new investor then please have them send that information directly there. Referring those documents to Gold Star's Servicing team will cause delays, as we can't guarantee how quickly we'll be able to forward that information to the new investor.
Q: My borrower has experienced a property loss and filed an insurance claim. Can we endorse their check?
A: First, check the Payment Portal to see if the loan has been sold. If the loan has been sold they must contact the new investor for assistance. If the loan has not yet been sold, advise the borrower to contact Servicing for next steps. We will need copies of their insurance documentation to determine what options are available. We will not know if we can endorse their check until after that information has been reviewed. Do Not Endorse the check yourself.
Q: Where should my borrower send their first payment?
A: First take a look at the Payment Portal. If there is an option available for a payment to be made then their first payment is owed to Gold Star. Otherwise it will display the name of their new servicer with contact information.
Q: I typed the correct information for my borrower into the Payment Portal and it isn’t working. What should I do?
A: Please contact Servicing for more assistance at 800-514-0270 or email@example.com. It could be that the portal hasn’t been turned on yet, or that some data was entered incorrectly during the origination process that has interrupted the portal’s system. The most common reason for this is that the zip code was entered into Encompass with the extra four digits added.
Q: My borrower sent their payment to Gold Star, but now they realize it should have gone to the new investor. What should they do?
A: Servicing checks every payment that comes in to verify who is owed those funds. We will forward the first two payments post-sale to the new servicer as a courtesy to the borrower. After that, payments will be returned to the borrower. If they want to verify whether we have forwarded their payment or are returning it, have them contact Servicing to check their records.
Here are a few quick tips from Servicing to help things move more smoothly post-closing:
- Please do not put the extra 4 digits on the end of the property address zip code in Encompass. Due to a system limitation, that will cause problems with accessing the Payment Portal.
- When completing insurance information, please to not enter “TBD” or dummy address information. These entries will get saved and later appear in system generated letters, requiring manual intervention to correct.
- Please verify that the homeowner has no open property insurance claims prior to closing. These must be resolved before the loan can close.
Do you have questions or topics you'd like added to this FAQ? Please send them to firstname.lastname@example.org