26-P-88TF Exhibit A – Scope of Services

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1.0 The Scope of Services for the applicable loan categories identified is outlined below. The Services may include, but are not limited to, the following.

A. New Loan Set-Up

1. Contractor shall set-up an individual loan account for each borrower, including existing borrowers whose accounts will be transferred from the current outside servicing contractor or maintained by the existing outside servicing Contractor, as well as those loan accounts established by new borrowers.

2. The County will provide the loan information for each loan set-up.

3. Set-up of new loans will take no longer than two (2) weeks by the Contractor.

Borrowers will be mailed a “Welcome Letter” and schedule of payment or coupon book within this period.

4. The County shall be notified of loan set-up and borrower account number.

B. Monthly Servicing

1. Contractor shall provide diligent and customary loan service functions.

2. Contractor shall maintain a complete and accurate account of each borrower’s account and properly apply all sums collected from the borrower.

3. Contractor shall deposit all payments received, with respect to each loan, into a demand deposit account in the name of the County of Volusia in an FDIC insured institution.

4. The Contractor shall have the ability to service loans from several sources and the ability to account for each source separately.

a. For example, loans funded through the Community Development Block Grant, HOME Investment Partnerships Program and State Housing Initiatives Partnership funds will be accounted for separately.

b. A single loan may be funded from several sources, and each source will be accounted for within the whole loan.

5. Contractor shall provide automatic payment and pay-by-phone options to borrowers.

6. Contractor shall remit to the County, on or before ten (10) business days from the 15th of each month, the total receipt of all principal and/or interest payments paid by the borrower, less the agreed fee for loan account set-up and monthly servicing.

a. Contractor shall provide a monthly status report of all loans with the remittance.

b. The status report will include borrower’s name, original mortgage amount, payments remitted, and current mortgage balance by grant account.

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7. Contractor shall provide delinquency and default monitoring.

8. Contractor shall inspect and promptly notify the County of all defaults and events of defaults by the borrower of which the Contractor is aware or if disclosed by the borrower. The Contractor is not expected to perform any legal activities related to the default or to provide the information to a collection agency. Activities to be reported to the County may include, but are not limited to the following:

c. Payment delinquencies of thirty (30) days or more;

d. Vacancy;

e. Change of ownership due to voluntary or involuntary transfer or death;

f. Additional encumbrance;

g. Loss and/or damage to property used to secure loan;

h. Borrower’s misuse of mortgaged property;

i. Other violation by a borrower of his/her/their obligations under the executed loan documents; and,

j. Report loans to no fewer than three (3) credit bureaus and respond to any disputed credit reports filed by borrowers.

C. Collections

1. Contractor shall take all customary, appropriate, and legal action to collect all loans when due on a monthly basis.

2. Contractor shall create and utilize delinquent/default letters, including demand letters to each borrower who is fifteen (15), thirty (30), forty-five (45), sixty (60) and ninety (90) days past due.

3. Contractor shall provide a monthly delinquency report to the County that includes the client’s name, original mortgage balance, number of days and amounts past due, if any, and dates and types of delinquency counseling provided.

4. Contractor shall make telephone calls to delinquent borrowers beginning at thirty

(30) days delinquent.

5. Contractor shall send confirmation letters to follow up telephone calls and make a copy available to the County.

6. Contractor may use electronic communication methods along with the methods stated above.

7. Upon the expiration of the ninety (90) day demand letter, the Contractor shall contact the County to determine if foreclosure action is appropriate.

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D. Loan Modifications and Payoffs

1. Loan modifications: Upon request of the County, loan modifications of existing loans shall be set up within two (2) weeks of the request or provide a notice of transfer of servicing rights to borrower with new servicer information.

2. Loan payoffs: Contractor shall respond to payoff quote request in a timely manner within forty-eight (48) hours.

E. Delinquency Counseling, Repayment Plan and Forbearance Evaluations

1. Contractor shall work with borrowers to evaluate their financial situation, including referral to budget and credit counseling, to formulate repayment plans or to recommend to the County, loan modifications for borrowers more than ninety (90) days past due.

2. Contractor shall work with borrowers to implement repayment plans for past due payments, generally no more than ninety (90) days past due and/or able to be brought current within six (6) to twelve (12) months.

a. Contractor shall send copies of letter agreements with borrowers to the

County.

3. Contractor shall prepare forbearance evaluations and work with borrowers who have encountered hardship to recommend loan modification actions, provide to the County for their review, and implement if approved.

F. Bankruptcy Tracking and Reporting

1. Contractor shall track Chapter 7 and Chapter 13 filings for all borrowers.

2. Contractor shall file Proof of Claim or Reaffirmation Agreement, track pre-petition and post-petition payments and any other related tasks. Copies shall be provided to the County.

3. Contractor shall provide a monthly status report of all loans in Chapter 7 and

Chapter 13 with the remittance. The status report will include borrower’s name, original mortgage amount, and payments remitted.

G. Foreclosure Coordination and Oversight

1. Contractor shall notify the County of borrowers in default in excess of one hundred twenty (120) days that are candidates for foreclosure.

2. Contractor shall advise the County and legal counsel, if any, of any borrower communication and payments made during the period of foreclosure action; refer borrower to County’s legal counsel.

3. Contractor shall provide County with a status report of borrowers in foreclosure status.

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H. Record Maintenance

1. Contractor shall assign a Project Manager to oversee and manage the day-to-day operations of the County’s account. The County shall be notified of any change in the Project Manager within five (5) business days.

2. Contractor shall maintain all records in a safe and secure environment. Contractor shall keep all records in connection with the loans at the Contractor’s place of business in safe and secure premises adequately insured against loss or damage by fire and other hazards.

3. The Contractor records will be available, within forty-eight (48) hours’ notice, for inspection during regular business hours by County representatives, or other examiners/persons lawfully and appropriately authorized by the County or other governmental authorities.

4. All documents will be electronically imaged and accessible to the County at all times.

5. County may change reporting requirements, as needed, due to changes in regulatory requirements or other needs.

6. County shall provide notices to the Contractor of new reporting requirements and forms.

7. The Contractor must retain a copy of the reports in their files for a minimum of five

(5) years after completion of the project.