Client User Guide

Copyright © 2023 StreetLinks Lender Solutions, LLC. All rights reserved.

No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without prior written permission from StreetLinks

Lender Solutions, LLC.

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All copyright, confidential information, patents, design rights and all other intellectual property rights of whatsoever nature contained herein are and shall remain the sole and exclusive property of StreetLinks Lender Solutions. The information furnished herein is believed to

be accurate and reliable.

However, no responsibility is assumed by StreetLinks Lender Solutions for its use, or for any infringements of patents or other rights of third parties resulting from its use.

The StreetLinks Lender Solutions name and StreetLinks Lender Solutions logo are trademarks or registered trademarks of StreetLinks Lender Solutions.

All other trademarks are the property of their respective owners.

Department Contact List

StreetLinks is committed to providing exceptional customer service. We have associates available to assist you between the hours of 8am to 9pm EST Monday through Friday and 9am to 4pm EST Saturday. The most efficient way to communicate with StreetLinks on existing orders is to use the communication log on the order. Messages posted to your orders will be responded to within 25 minutes, on average. Responses to your messages are posted on the order and delivered to any contact email listed or via integration used by the lender. This allows you to know the most recent status of existing orders. However, if you need to speak with someone regarding an order, use the information below to contact individual departments.

Client Services – 866-794-6371, option 1, option 3 or clientservices@streetlinks.com New user set-ups for non-integration clients. Remove existing users for non-integration clients. Difficulties logging into or navigating the website for non-integration clients.

Status Department – 866-794-6371, option 1, option 2 General status updates on current orders. To place orders on hold.

Order Processing Department – 866-794-6371, option 1, option 4 Provide payment information. To cancel an order. To request a rush order.

Quality Control Department – 866-794-6371, option 1, option 5 Discuss specific issues or concerns with a completed appraisal report.

Appeals Department – 866-794-6371 x8308 or appeals@streetlinks.com (only if you are authorized to email us directly)

Updates on the status of an outstanding dispute. Discuss the outcome of a dispute.

Delivery Investigations Department – 866-794-6371, option 1, option 7 Issues related to UCDP or obtaining the SSR’s for a completed report.

Escalation Team – 800-769-9181 When you have received word in the communication log that the file has been escalated, you can call this line to

speak to an associate who works on our escalation team who is specifically trained to handle escalated files.

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Table of Contents

1.0 The StreetLinks Experience – What to Expect......................................................................51.1 Specific Benefits to Clients/Partners...............................................................................................................5

1.2 Specific Benefits to Managers and Corporate.................................................................................................6

1.3 Fee Schedule and Turn Times.........................................................................................................................7

1.4 Order Processing Department........................................................................................................................7

1.5 Status Processing............................................................................................................................................7

1.6 Quality Control Process..................................................................................................................................8

1.7 Post Completion Services...............................................................................................................................8

1.8 StreetLinks Appeals Policy..............................................................................................................................8

1.9 Transferring an Appraisal................................................................................................................................9

1.10 Retrospective Appraisal Transfer....................................................................................................................9

2.0 The StreetLinks Experience – What NOT to Expect...........................................................112.1 Pit-Falls and Stumbling Blocks......................................................................................................................11

3.0 Using the StreetLinks Website...........................................................................................123.1 User Roles.....................................................................................................................................................12

3.2 Placing an Order...........................................................................................................................................12

3.3 Tracking Your Orders/Pipeline......................................................................................................................20

3.4 How to “Cancel” an Order or Place an Order on “Hold”...............................................................................21

3.5 How to Download Your Appraisal Report/Order Documents.......................................................................21

3.6 How to Upload Order Documents................................................................................................................22

4.0 Frequently Asked Questions..............................................................................................23

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1.0 The StreetLinks Experience – What to Expect

Redefining Appraisal Management CompaniesThe StreetLinks Advantage provides you with superior quality, outstanding service, and incredible technology producing the best appraisal with the shortest turn times in the industry.

StreetLinks Lender Solutions connects real estate appraisers directly to orders placed by The client.

Our dedicated team of employees work with a vendor network of over 20,000 contracted appraisers, 17,000 of which are FHA certified. StreetLinks utilizes the latest in proprietary software technology that optimizes the ordering, tracking and delivery of appraisal assignments.

Why StreetLinks Lender Solutions?StreetLinks Lender Solutions has been chosen by The client to be a resource for its associates to quickly order and efficiently process the appraisal assignment. StreetLinks Lender Solutions is The client’s appraisal management service center.

We ensure that The client’s appraisal orders are completed by appraisers who are fully licensed and in good standing with the Appraisal Subcommittee National Registry.

Each StreetLinks appraiser is required to sign a Service Level Agreement to ensure that we utilize only those appraisers and appraisal companies that exhibit the highest level of service.

Each appraisal report delivered by StreetLinks has undergone a complete quality control process by qualified personnel to ensure that it meets industry and lender specific guidelines, as well as Fannie, Freddie, USPAP, and FHA (when applicable) compliance mitigating underwriter reviews, adjustments, value disputes, and turndowns.

StreetLinks processes the payment for ALL appraisal orders to ensure that appraisers are paid pursuant to their engagement contracts.

1.1 Specific Benefits to Clients/Partners

The time consuming and cumbersome tasks of maintaining status information and overseeing each of your appraisal orders is left to StreetLinks, allowing you to focus your time on loan production.

At your request, StreetLinks will locate appraisers in an area and incorporate them into our approved vendor network. Appraisers are selected for appraisal orders by StreetLinks based on their historical service metrics such as: quality, QC rating, and relative network profile competitiveness. More importantly, the selection process is based on proximity to the subject property, as we feel that it is imperative that the appraiser understand the subject market.

The StreetLinks website allows you to easily communicate with our team and to see the real-time status of every one of your appraisal orders on one screen, at a glance.

StreetLinks processes the payment for ALL appraisal requests in order to get your borrower committed to the loan as early in the transaction as possible. It is recommended that you collect the borrower’s payment information upfront and include it with the appraisal order. A borrower who has already paid for the appraisal is

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less likely to keep shopping! In the event that the borrower’s payment information is not provided with the appraisal order, one of StreetLinks’ payment specialists can call the borrower directly.

StreetLinks also processes the appraisal payment to ensure that appraisers are paid pursuant to their engagement contracts. Payment is delivered to the appraiser within 30 days from report delivery.

All appraisal reports are reviewed for compliance with the Uniform Standards of Professional Appraisal Practice (USPAP), FHA (when applicable), Fannie Mae and Freddie Mac guidelines, the Real Estate Settlement and Procedures Act (RESPA), the Financial Institutions Reform, Recovery, and Enforcement Act (FIRREA), as well as any specific underwriting guidelines of The client.

Common items such as unmarked checkboxes or missing signatures can often be addressed and corrected within minutes of the appraiser submitting their report, instead of trying to track the appraiser down several days later while you are waiting to close.

Our Homeowner Questionnaire in our Knowledge Center is a valuable tool for reviewing details and conditions of the subject property with the homeowner. This questionnaire may alert the loan officer to issues that may impact value prior to ordering an appraisal.

Our website, www.StreetLinks.com, provides a comprehensive suite of compliant value estimation tools to assist in the pre-estimation of the property value. Using one or more of these tools will help you pre-determine an accurate value estimate to assist in structuring appropriate loan offers.

1.2 Specific Benefits to Managers and Corporate

StreetLinks limits The client’s liability by preventing certain information from being passed to appraisers in states where the act of passing such information is prohibited by law and often with substantial financial penalty to The client for each occurrence.

StreetLinks maintains all legal documents for every appraiser on The client’s approved appraiser roster and constantly monitors each appraiser’s state licensure and disciplinary status and the Error & Omissions insurance expiration date.

StreetLinks provides total accounting consolidation, thereby eliminating the need for The client to investigate hundreds of monthly appraisal invoices.

Managers can track the appraisal pipeline for any office on one screen, allowing for quick and easy assistance to new loan officers. The process of redistributing files and checking for outstanding appraisal invoices is quick and easy with the online utility.

StreetLinks online communication platform creates a controlled environment to avoid any impropriety in dealing with the appraiser throughout the appraisal process.

ValueVault™ is a secure, on-line repository for permanent storage of original and authentic appraisal reports. ValueVault™ eliminates the risk of an appraisal being altered by making the original document accessible to all parties in the lending transaction. This is available on the StreetLinks website.

The Certificate of Compliance assures every stakeholder in the mortgage loan that our valuation was derived according to the strictest standards of objectivity without influence to inflate the appraised value. The value of a certified non-influence process will be evidenced in enhanced loan performance.

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1.3 Fee Schedule and Turn Times

National Fee Schedule and State Pricing – Please see your Account Executive

Alaska & Hawaii fees are on an individual quote basis. Please call for a fee quote.

Turn Time Metrics

StreetLinks currently maintains a 5.5 day average turn-time from order entry to order delivery.

StreetLinks appraisal orders include a due date set to the fourth business day following the order entry date.

Special client directives can often be accommodated in rush scenarios.

1.4 Order Processing Department

Payment Processing

Orders are not assigned to an appraiser until the appraisal payment has been secured by StreetLinks Lender Solutions.

StreetLinks Lender Solutions offers four online payment options: All major credit cards, debit cards with a Visa or MasterCard logo, eCheck, and invoice.

Order Processing

All new appraisal requests are processed into the StreetLinks system by first verifying that the subject’s property address is complete and accurate, including the city, zip code, and county.

Upon verifying the subject property address and the specific appraisal product, an appraiser is selected for the order based on a number of criteria, including, but not limited to, proximity to the subject property, total number of orders completed, quality rating, total number of orders currently in process, and lender specific approval status.

1.5 Status Processing

Once your order is placed, StreetLinks takes over the task of maintaining constant contact with the appraiser to monitor your order’s progress throughout the life of the order, and makes that information available to you on the StreetLinks website.

StreetLinks notifies the appraiser of each order via email, text message, mobile application, and fax. The appraiser has 4 business hours to accept the order via our online system, before it is determined to reassign it.

StreetLinks places daily status calls to the appraiser to obtain information regarding scheduling, estimated completion date and/or specific client directives.

StreetLinks operates a full processing staff, from 8am to 9pm EST Monday through Friday and 9am to 4pm EST Saturday, in order to maintain the most current status information and to be available to you and our appraisers if questions or problems arise.

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Our website is available 24/7 so that you can obtain status information and post communications no matter the time of day or night.

1.6 Quality Control Process

All appraisal reports are pre-underwritten for compliance with the Uniform Standards of Professional Appraisal Practice (USPAP), FHA (when applicable), Fannie Mae and Freddie Mac guidelines, the Real Estate Settlement and Procedures Act (RESPA), the Financial Institutions Reform, Recovery, and Enforcement Act (FIRREA), along with any specific underwriting guidelines of The client.

The comparable selection process and reconciliation in each appraisal report are considered by one of our StreetLinks quality control associates. The objective is to obtain appraisal values that reflect the full consideration of the subject property.

1.7 Post Completion Services

In the event of required post completion underwriting stipulations for a given appraisal report, StreetLinks will use our industry expertise to properly request and follow up with the most applicable report enhancements. The StreetLinks team of associates understands that an expedient response to underwriting stipulations is essential to the overall client experience.

Posting your needed revisions in the communication log via the website is the most efficient and easiest way to convey these to us.

1.8 StreetLinks Appeals Policy

All appraisal reports are reviewed for compliance with the Uniform Standards of Professional Appraisal Practice (USPAP), Fannie Mae and Freddie Mac guidelines, the real estate settlement and procedures act (RESPA), the Financial Institutions Reform, Recovery, and Enforcement Act (FIRREA), FHA, and finally, any specific underwriting guidelines of the Lender/Client.

Reviews are focused on FNMA appraisal report forms revised March 2005. The completed and approved appraisal should lead the reader of the report to the same conclusions, regarding the estimated value and property condition, as those derived by the original appraiser. Please refer to your lender’s appeal policy to determine the method by which an appeal should be filed.

1.9 Transferring an Appraisal

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Once an appraisal report is completed, you may need to transfer this report to another lender. A release of an appraisal report does not require any involvement by the appraiser. StreetLinks can assist you in this transfer of appraisal ownership on any appraisal ordered through StreetLinks.

To start the process, you must obtain a release letter from the original lender, releasing the rights to the appraisal. StreetLinks cannot do this for you. This letter must be on their letterhead, dated, and signed by their corporate office.

The release letter does not have to state the new lender’s name, but if the new lender is named, it must be the lender who is to receive a copy of the released appraisal. For example, if ABC National Bank is stated on the release letter, and for whatever reason, you decide to go with XYZ Savings Bank, you will need to obtain a new release letter that shows XYZ Savings Bank’s name. To avoid this situation, it would be best to request that the new lender’s name not be referenced on the release letter.

Once you have the release letter, send it to StreetLinks along with the email address of the new lender. Once StreetLinks receives the release letter and the email address, we will send a copy of the appraisal report to that email address.

Be advised, this is an “as-is only” transfer. Changes cannot be made to this report, not even to the Lender/Client and the intended users identified in the report. If the new lender insists that their name be noted in the report as the Lender/Client or that other changes be made, you will need to place an order for a “Retrospective Appraisal Transfer” (see Section 1.10).

1.10 Retrospective Appraisal Transfer

A Retrospective Appraisal Transfer, or RAT, is a specialized product that can be ordered only in a unique circumstance. This product is a retrospective appraisal that is to be conducted on a property that was the subject of a recent appraisal report but for a different Lender/Client.

The RAT is assigned only to the appraiser who completed the previous appraisal on this property. The order provides the appraiser with the effective date for the new appraisal, which is the same effective date of the previous appraisal. The RAT fulfills the same need as did the no longer acceptable “Lender Name Change” request but in a USPAP compliant assignment.

There are specific conditions that must be met before an RAT can be ordered. These are as follows:

A release letter from the original lender must be provided on their letterhead, signed by their corporate office, releasing the rights of the appraisal to the new lender.

The effective date of the new appraisal is to be the same as it is in the previous appraisal.

The previous appraisal must have originated from a StreetLinks order.

The intended use of the new appraisal must be the same as for the previous appraisal.

The intended user(s) of the new appraisal must be of the same type as for the previous appraisal.

The type of loan for the new appraisal must be of the same type of loan as for the previous appraisal, or, for a loan type for which the appraiser’s minimum scope of work is less than what it was for the previous appraisal. For example, the new appraisal is for a conventional loan and the previous appraisal is for an FHA backed loan. The minimum scope of work required for a conventional loan is less than what is required for an FHA backed loan. To increase the scope of work for the new appraisal would defeat the purpose of the RAT.

The assignment details for the new appraisal must be the same as in the previous appraisal. For example, the address cannot have changed, the borrower cannot have changed, the owner of record cannot have changed, and the details of the purchase agreement cannot have changed. Any change in the assignment details can change the scope of work.

The subject property details for the new appraisal must be the same as in the previous appraisal. For example, the zoning, condition, GLA, room count, and other amenities of the subject property must not have changed since the previous appraisal. Any change in the details of the subject property would change the scope of work and defeat the purpose of the RAT.

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When the above conditions are met, the scope of work for the new appraisal is essentially identical to that of the previous appraisal. The actual work required of the appraiser to develop and report the new appraisal has already been completed by the appraiser in the execution of the previous appraisal assignment. Since the effective date does not change, the appraiser does not have to conduct a new inspection of the subject property, either. Since the appraiser considered the previous appraisal to be credible, the new appraisal should be credible, as well.

The minimum fee to The client for this new order is $150. The time and effort on the part of StreetLinks is the same as it would be for any new order that you may give to us. This fee is also based on the idea that the time invested by the appraiser will be limited to office work. Depending on the amount of office work required, the appraiser’s fee request may affect the fee to The client.

While the RAT is USPAP compliant, it is up to the appraiser’s discretion as to whether or not they accept the assignment. Some appraisers believe this to be a gray area and are not totally comfortable with accepting such an assignment. This might be due to the appraiser’s concern with violating the Confidentiality clause of the Ethics Rule of USPAP. Unless The client for the previous assignment specifically requested that absolutely no part of the appraisal results and report be disclosed, it is our interpretation of USPAP that an RAT is compliant on this point.

Still, StreetLinks cannot compel an appraiser to accept this or any assignment, and, an RAT cannot be assigned to another appraiser. If the original appraiser declines the assignment, the alternatives left for The client are to either order a new appraisal with a current effective date or to cancel the request altogether.

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2.0 The StreetLinks Experience – What NOT to ExpectStreetLinks is your appraisal management service center. Our mission is to facilitate your appraisal orders by focusing on the appraisal process, thus allowing you to focus on writing more loans.

Although StreetLinks maintains a detailed service contract with every appraiser in our network, we do not have direct control over the appraiser’s actions. So, like you, we are unable to perform those functions that are in the domain of the appraiser.

2.1 Pit-Falls and Stumbling Blocks

StreetLinks cannot:

Demand that the appraiser stop the appraisal process if the value will come in short of an anticipated value.

Require the appraiser to change their comparable selection or opinion of value.

Withhold payment or force the appraiser to waive their fee, if the appraisal does not facilitate the loan.

Place an order with a specific appraiser.

Provide the opinion of value until the report is certified.

Reassign an order without proper written authorization.

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3.0 Using the StreetLinks Website

3.1 User Roles

The StreetLinks Lender Solutions website offers specific functionality that is determined by the specific role of its user, as automatically identified by the system when given an individual username and password. The most commonly used roles within our system are Loan officer, Processor, Senior Processor, and Management.

There are varying degrees of access (scope), to a user profile.

Your access will depend upon what your corporate office, manager, or admin has requested.

You must have a loan officer or processor role to appear in the dropdown and be added to an order.

Please note that brokers will only have access to their own orders.

3.2 Placing an Order

Log in to www.streetlinks.com using your StreetLinks issued username and password, specific to your lender.

Please be sure to use Internet Explorer, as other browsers are currently not compatible with our website.

Please check that your compatibility view is ON. If it is off, you may not be able to see all available functions of the website.

Step 1Enter your file number, property address, and basic loan information. In order to ensure accuracy, after typing the property Zip Code, press the [TAB] key for a city, state and county suggestion. If the zip code is used for more than one city, you will then need to select the appropriate zip code in the dropdown.

Under Upload Files, you may select any relevant documentation to upload with the appraisal order, such as the purchase agreement, title work, or a previous appraisal.

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Step 2Verify that the loan officer and processor are displayed correctly.

Provide the property access contact information such as the listing agent, or, if this is a refinance and the borrower is the contact, click “check if same as borrower information”.

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The Mortgage Information and the Lender Information should always match. If you find yourself entering a different lender other than the one listed under “Mortgage Information”, please contact StreetLinks immediately for assistance, as your login is lender specific. This order may have to be cancelled. Call 866-794-6371, select option 1 and then option 3 for our Client Services team.

Step 3

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Select the Loan Type from the drop down menu, Conventional, FHA, or USDA. The corresponding product selection page will appear.

Step 4Verify and/or edit all order information provided. Select a payment option (the appraisal product fee will auto-populate). If it is incorrect for some reason, please contact us at 866-794-6371 for a resolution. Please refer to Page 3 of the Department Contact List for the correct department. Provide any pertinent order information or directive in the “Order Notes” section. Click “Place Order” to complete the order process.

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Step 5Orders are not assigned to an appraiser until the appraisal payment has been secured by StreetLinks Lender Solutions.

StreetLinks offers four online payment options – all major credit cards, debit cards with a Visa or MasterCard logo, eCheck, and invoicing.

In some instances, we can collect the funds directly from borrower.

Credit Card Orders:

This screenshot shows the credit card data entry screen.

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Select Credit Card as the payment option.

Enter the name of the account holder as it appears on their card.

Enter the account number for the credit card (no dashes).

Enter the billing address and phone number associated with the credit card (no dashes).

Enter the expiration date of the credit card.

Enter the CVV2 Number, which is the 3-digit security number on the back of the card (4-digit for American Express).

Note: The card transaction is run by StreetLinks immediately upon receiving the order. Upon receiving payment approval, the order assignment process will begin immediately.

eCheck Orders:

This screenshot shows the eCheck data entry screen.

Select ’Checking/Savings Account’ payment option. Enter the name of the account holder as it appears on their bank account. Enter the address and phone number associated with the account (no dashes). Enter the bank account number (no dashes). Enter the bank routing number.

Note: The account transaction is run by StreetLinks immediately upon receiving the order. The order assignment process will begin immediately.

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This screenshot shows the Invoice data entry screen.

Please see your lender account executive for invoicing options.

Collect From Borrower:

This screenshot shows the checkbox (on the top line) to mark to request that StreetLinks collect from the borrower.

After marking the checkbox on the top line, the following screens will appear.

Enter the Card Holder Name, Card Holder Email Address, and anyone who needs to be copied on the email sent to the borrower for payment.

Provide any specific information needed to process the file in the Order Notes section.

Click the Place Order button:

Once you have received confirmation that the order has been placed, the borrower will be sent the following email and link. The borrower will be instructed to select the link in the email to provide payment information.

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The link will take the borrower to a site where the borrower will fill in the payment information and then click Submit Payment. Once payment has been received, the appraisal assignment process will begin.

Step 6Once you have placed the appraisal order, the following screen will appear as confirmation that your order has been received.

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3.3 Tracking Your Orders/Pipeline

Orders placed with StreetLinks can be accessed on our website utilizing the “Search for” box or by selecting the “Tracking” function.

You may enter the borrower’s name or property address when searching for an individual order.

To view order details, select the “View Order” button. The following screen will appear.

When the “Tracking” function (red box) is selected, the user is able to view the entire pipeline of orders relative to their individual user role. The list of orders can be rearranged by selected any one of the three filters – Status/Office/Contact.

To view order details, select the “View Order” button.

To find an order placed over 90 days ago, go to View:

Using the drop down, change 30 days to Custom.

Enter a date range that includes the date you placed the order.

Click outside the date box.

Click “go”.

This will display all orders in that date range.

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3.4 How to “Cancel” an Order or Place an Order on “Hold”

Cancelling an order or placing an order on hold is as simple as entering an order comment with the desired directive.

To place a comment, simply locate the desired order and click the View Order button for that order. The following screen will appear.

In the Communication Log section of the View Order screen, type the desired directive in the New Comment box.

Click Add Comment.

3.5 How to Download Your Appraisal Report/Order Documents

Upon completion, StreetLinks delivers the certified appraisal report with the Non-Influence Certificate, appraisal invoice, appraiser’s license, appraiser’s E&O insurance policy, and SSR report(s) (when applicable) via direct email to the individual emails listed on the order and to any lender report delivery email.

In addition, all order documents are archived and available for download.

To download order documents, simply locate the desired order and click the View Order button for that order. The following screen will appear.

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Note: The documents are displayed oldest to newest.

3.6 How to Upload Order Documents

It is often necessary to upload documents to an order, such as purchase agreements and prior appraisal reports.

To upload a file to an order, locate the desired order and click the View Order button for that order. The following screen will appear.

In the Document Center section of the screen, click Add Document, and the Description field will drop down, as shown here.

Click the Choose File button to select the file from your computer that is to be added to the order.

Type the desired file name into the Description field.

Click Open. This document will be attached to the order and the file name will display in the Document Center.

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4.0 Frequently Asked QuestionsWill the loan officers be able to talk to the appraiser directly?

No. All necessary communication for the appraiser is required to be submitted to StreetLinks via the communication log of the specific order. StreetLinks will forward the message to the appraiser, when appropriate.

What is StreetLinks’ turn‐time?

StreetLinks currently maintains a 5.5 day average turn‐time from order entry to order delivery, which includes a Quality Control review. This turn time can vary by region of the country.

How are lender name changes handled?

Please refer to Section 1.10 - Retrospective Appraisal Transfer.

When is the appraiser paid?

Payment is delivered to the appraiser on or before 30 days from report delivery.

What if my underwriter has questions or concerns regarding the appraisal report?

Please refer to Section 1.7 Post Completion Services.

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