Post Lake Lending — Customer Service Playbook and Operational Details

Executive overview

Post Lake Lending operates a centralized customer service function supporting mortgage origination, post-closing servicing, loss mitigation, and investor reporting. Our objective is to convert complex mortgage interactions into predictable, timely outcomes: target metrics are 90% same-business-day email responses, 80% calls answered within 30 seconds, and a First Contact Resolution (FCR) goal of 75% for routine account inquiries.

This document reflects the operational standards we set in 2024–2025 and the practical procedures our teams use daily: queue management, scripted verification, triage to specialists, and hard SLAs for escalations. The guidance is intentional, measurable, and implementable at branch, regional, and corporate scales.

Service channels, hours, and contact points

Post Lake Lending maintains multi-channel access to match customer preference and regulatory recordkeeping requirements. Primary channels are phone, secure web portal, encrypted email, and scheduled video or in-person counseling for complex loss-mitigation cases. We schedule live agent coverage Monday–Friday 7:00–19:00 local time and a rotating reduced weekend roster (Saturday 9:00–15:00) for urgent matters.

• Customer Care phone (example): 1-888-555-7620 — press 1 for servicing, 2 for origination, 3 for loss mitigation. Average handle time target: 7:00 minutes.
• Secure portal: https://portal.postlakelending.example — statement downloads, payment posting, document upload; target 99.5% uptime monthly.
• Email (for non-sensitive items): [email protected] — target acknowledge within 2 business hours, substantive response within 24 business hours. For sensitive account documents use the portal only.

Operational metrics and staffing model

We staff based on forecasted inbound volume and Average Handle Time (AHT) using an Erlang-C model. Example planning numbers: 12,000 inbound calls per month, AHT 7 minutes, shrinkage 35% (breaks, training, admin), target service level 80/30 → required full-time agents ≈ 28. We review volumes weekly and run a 4-week rolling forecast to minimize under- or over-staffing.

Key performance indicators (KPIs) tracked daily and reported monthly include: Service Level (target 80% answered in 30s), FCR (target 75%), Customer Satisfaction CSAT (target 4.5/5), Net Promoter Score NPS (target ≥40), and Average Speed of Answer (ASA target ≤20s during peak). We publish a monthly dashboard to executive stakeholders and a quarterly deep-dive for trend analysis.

Issue resolution, escalation and timelines

Every inbound interaction is classified into one of five queues: Account Inquiry, Payment Posting, Escrow/Billing, Loss Mitigation, and Investor/Third-Party. Simple requests (balance, payment due date, recent activity) are resolved at Tier 1 with scripted verification; anything requiring review of underwriting, payoff calculations, or legal counsel is escalated to Tier 2 specialist teams.

• Escalation matrix (sample): Tier 1 (front-line agent) → Tier 2 (account specialist) within 4 business hours → Tier 3 (loss-mitigation/legal) within 2 business days for complex files. Executive escalation: VP of Customer Experience within 5 business days for unresolved high-impact cases (delinquency >90 days, hardship disputes, or regulatory complaints).

We set strict SLA clocks for documentation: uploaded hardship packages must be acknowledged within 2 business days and the file reviewed for initial eligibility within 10 business days. For payoff requests, standard turnaround is 3 business days with a same-day expedited option for a $75 fee (price set as of 2025 for administrative labor and title research).

Technology, data security and integrations

Our stack combines a cloud-based CRM, telephony with ACD and call recording, and a borrower portal integrated to the servicing ledger via APIs. Encryption is TLS 1.2+ in transit and AES-256 at rest; multi-factor authentication is required for portal access. We maintain SOC 2 Type II controls and perform quarterly vulnerability scans and annual penetration tests.

Integration points include investor reporting (monthly remittance files), automated billing and escrow calculations, and third-party verification services (income/employment or property data). Typical data exchange cadence: daily ledger sync (23:00 ET), real-time payment posting for ACH and card transactions, and nightly batch delivery for investor reporting.

Training, quality assurance and compliance

New agents complete a 4-week onboarding program: 80 hours product training + 40 hours shadowing + 20 hours systems practice. Ongoing training includes bi-weekly product updates (15 minutes) and quarterly compliance refreshers. QA monitors 5%–10% of calls and written interactions; scoring is on a 100-point rubric with thresholds for coaching (score <85) and recertification (score <75).

We maintain documented procedures for record retention (7 years for servicing correspondence, 3 years for transactional records) and a clear audit trail for each borrower interaction (timestamps, agent ID, summary). Regulatory touchpoints (state licensing, Federal compliance) are handled by a centralized compliance team reachable at [email protected] and audited annually by an external firm.

Practical customer guidance and service examples

For borrowers: to get a fast payoff quote, request via the portal and include payoff date; expect a 3-business-day response and a sample payoff amount (principal + accrued interest + per diem) itemized. For payment disputes, submit bank statements and the portal transaction ID; our target resolution for straightforward posting errors is 10 business days.

For partners and real estate agents: loan status updates are provided through a dedicated partner line (example: 1-877-PLL-PART, ext. 701) or via secure XML feed. Turnaround for payoff demand letters to title companies is 1–2 business days for standard requests and same-day for a $150 rush fee.

Contact snapshot (example details)

Corporate HQ (example): 210 Harborview Drive, Suite 400, Minneapolis, MN 55401. Main switchboard: 1-888-555-7620. Website: https://www.postlakelending.example. Compliance and investor relations operate under separate lines and emails as provided above; always use the secure portal for document exchange to ensure confidentiality and auditability.

How much does Post Lake lending offer?

How much can you borrow via Post Lake Lending Installment Loans?

Personal Loan Amount	$200.00 – $5000.00
Loan Term	N/A
APR	550% – 815%

Can you pay off a Little Lake lending loan early?

Little Lake Lending: What You Need To Know
Approved customers can expect to receive money in their bank account as soon as the next business day. In addition, Little Lake Lending does not charge any penalties or fees for early loan payoffs.

Are the loan offers you get in the mail legit?

Receiving an unsolicited loan offer — whether via email, text message, social media or regular mail — is a strong warning sign of a potential scam. Be especially wary of phone calls offering loans — it’s illegal for telemarketers to propose a loan or credit over the phone while demanding upfront payments.

Can you ask for a loan over the phone?

Borrowers can apply for a loan over the phone using a mobile or landline phone and usually only need a few items, such as proof of ID, income, active bank account, an active email (may vary by lender), with many lenders offering quick funding—even same day.

What credit score do you need for pathway lending?

At Pathway, you won’t be confined by rigid credit score requirements. We’re here to empower you, with credit scores above 580 usually being a green light to start exploring your opportunity.

Is post lake lending tribal?

Lenders like Post Lake Lending are often categorized as tribal lenders, which operate under tribal sovereignty. This can mean they are not always subject to state regulations regarding loan amounts and interest rates.