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August 2015

Community Events Where

You Will Find HLP Executives

Neighborhood Nexus

Board Meeting

August 12, Atlanta, GA

Mark Cole Attended As Member

AARP Foundation

Advisory Board Meeting

August 5, Washington, D.C.

Mark Cole Attended As Member

Mortgage servicers using HLP often

decide within 30-60 days on workout

requests once they have all home-

owner documents. In 2014’s fourth

quarter, servicers needed only 23

days to make a decision. To learn

more, visit hlp.org.

Lessons Learned: 10 Ways HLP Can Help Your OrganizationIt’s that time of year—when students head back to the classroom to tackle the

lessons and challenges of the new school year! In that spirit, we want to share some

fresh ideas on how HLP can benefit you and your clients. From our work with you

over the last five years, we have collected the best ideas and pooled the knowledge

of several HLP experts—ranging from product development, training, business analytics

and risk management staff. So, here are 10 things you may not know about HLP that

can help you do your job and help your homeowners be successful.

Welcome to HLP 101!

1. Customize HLP to Fit Your Needs.HLP has worked with many servicers to provide document and data integration services

that increase efficiency and control points. These services push documents from HLP

to the servicer’s document repository or system of record in order to automatically log

information received from an authorized third party. HLP can also add custom case

types, workflows and features. Find out how we can customize HLP to help your organi-

zation by contacting us at support@hlp.org.

2. Our Training Site is Your 24/7 FriendHave new employees working on your HLP cases or just need a quick answer to a ques-

tion? Our new training website has job aids and user manuals are available 24/7. The site

also includes our weekly schedule of training sessions to learn more about HLP. We plan

to post a tutorial video soon on how to start and complete a home retention case. For

more information, visit http://training.hopeloanportal.org.

3. Easily Exchange Data Between Your System and HLPSave time and improve efficiency by automating the exchange of your data with HLP. If

you have a client management system, such as Counselor Max, we can automatically

export data from your case management system into HLP. This feature eliminates the

need for duplicate entries and prevents data entry errors. Our use of open, industry stan-

dard data exchange protocols enables any stakeholder to implement it quickly. To find out

more, send an email to support@hlp.org with your company code and HLP information.

What product option provides the most significant benefit to HLP users?

Bonnie Han Gebhart, Manager, Product Development:

Our integration points provide a great benefit to HLP users.

Third parties using Client Management Systems can utilize

our web services integration to streamline their processes

and create efficiencies by removing duplicate entry points.

We also offer integration points to mortgage servicers, help-

ing them streamline the receipt of data and documents to

reduce errors and provide consistent data across all points

of communication.

How does HLP support its customers?Leigh Quinn, Manager, User Support and UAT Testing:

Our stakeholders are the lifeblood of HLP, so we believe

every request from our customers is critically important. The

best way to reach us is to email support@hlp.org, which will

create a ticket in our support system. HLP Support is avail-

able from 8:30 AM.–5 PM Monday–Friday. Communica-

tion between HLP and the user is done through messaging

within the ticket, which allows users to request a status or

reply to the ticket as often as they feel necessary.

How does HLP help users meet compliance regulations?

Louann Bernstone, SVP, Governance, Risk & Controls:

We strive to exceed industry standards for security and

compliance. While the Gramm-Leach-Bliley Act is the pri-

mary regulation that concerns our customers’ data, we are

also compliant with FFIEC (Federal Financial Institutions

Examination Council) standards. Internally, we perform PCI

scanning to ensure systems are meeting security requir-

ments. A SOC Type 2 audit is performed on our Data

Center yearly and open items are addressed immediately.

Our development vendor maintains and ISO 27001 certifi-

cation and renews yearly as well. By using HLP, you can be

assured you will be in working in a compliant environment

for assisting homeowners.

What HLP feature is most popular among users?Jeremy Desmond, Business Support Analyst: The pre-

filled forms section on the Document Upload screen is one

of HLP’s most useful tools. This screen gives users the

most up-to-date documents with one click. These forms

automatically enter information the user has provided on

prior screens, which speeds up the process and prevents

counselors from doing unnecessary work.

How do HLP training sessions benefit counselors?Alex Kolodner, Training and Development Specialist:

HLP training sessions offer counselors private instruction

with an experienced HLP specialist to learn how best to

use the portal. This allows time to sort out any issues he

or she may be having within the portal, which helps him

or her submit more cases with fewer issues. Classes are

customized to the needs of the participants and provided

free of charge to nonprofit counselors.

This edition of Take Five features HLP experts on a variety of topics,

each offering tips that can help your organization get more from HLP.

Gebhart Quinn Bernstone Desmond Kolodner

4. Use HLP for Short Sales and Mediation Cases We support solutions other than loan modifications. For home-

owners who cannot afford to keep their home, all parties on

HLP can initiate a short sale or deed-in-lieu. Counselors or

other users enter much of the same information as they would

for a home retention case and HLP provides clear instructions

about the specific documents to upload for the case. Also,

for homes in mandatory or voluntary foreclosure mediation,

servicers can save an enormous amount of time by using HLP

to manage the process and stay in compliance.

5. Your Security Matters to UsWe know it can be annoying to go through the verification

process each time you login to HLP—but your security is one

of our top priorities. This ensures that every single person that

signs into your account is authorized to do so. Without this

feature, it’s possible that a robot or unauthorized person could

access you and/or your clients’ sensitive, private information.

Our security plan exceeds industry security standards and our

login protocols are just one more way that HLP keeps you safe.

6. Help Us Enroll More Mortgage ServicersHLP works with the top mortgage servicers in the country.

However, there are still a number of smaller servicers that

don’t yet use HLP. Counselors and attorneys can contact us

and we will work with these servicers to enroll them. Increas-

ing the number of active servicers improves the process and

help more homeowners keep their homes.

7. Look for Our Regular Product UpdatesOur product development team is always busy to improve

HLP. We release our product enhancements twice a month

and want everyone to know about them. Look for your copy

of the release notes to ensure you take full advantage of

the latest features and benefits. And make certain to add

support@hlp.org to your address book so that you will be

among the first to know when updates have been implemented.

8. Keep Your HLP Users Active and ProductiveManage your company’s user access to HLP through the

Roles and Privileges function. The Administration tab can

also be used to manage your user account, assist in resetting

passwords and recovering inactive accounts.

9. Manage Your Activity with Case QueueOne of the best ways for any user to improve their outcomes

is to manage the cases in their pipeline with the “Case Queue”

function. By tracking active cases and saving queues that are

used frequently, users can better identify critical actions to

take and stay in compliance with regulatory timelines. Find out

more and access job aids on the HLP training site.

10. Collaborate to Make HLP Better!HLP was built to help people work together and we have

made many changes based on the feedback of counselors,

servicers, attorneys and other stakeholders. Whether big

or small, please send your ideas and recommendations to

support@hlp.org.

mark.cole@hlp.org | 410.942.6464 x1021 | 100 International Drive | 23rd Floor | Baltimore, Maryland 21202

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Coming Next MonthIt’s been a busy summer for HLP, and we see more developments occurring this fall. The

September issue will provide you with the latest news, including our new partnerships

and a peek at what’s coming for the rest of 2015.