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Attachment 5
PERFORMANCE REQUIREMENTS SUMMARY
| PRS # |
| SERVICE REQUIREMENT |
| PERFORMANCE |
STANDARD
| ACCEPTABLE QUALITY LEVEL |
| METHOD OF SURVEILLANCE |
| #1. |
| Task 1, C.1.8 Customer Service |
| Customer Satisfaction Surveys received shall contain no more than one negative comment per survey. |
| 95% Satisfaction |
| GTR will review 100% of surveys received for closings occurring in each calendar quarter. |
| #2 |
| Task 2,5.2 (7) Prepare an accurate HUD-1 |
| HUD-1 is to have no more than two typographical errors and no more than one incorrect data entry. |
| 98% |
| If less than 15 closings, sample size is 8. If 16 – 50 closings sample size 12. If 51 – 90 closings sample size 15. If 91 – 150 closings sample size 20. If 151 – 280 closings, sample size 32. If 281 – 500 closings, sample size 50. If 501 – 1000 closings, sample size 80. |
| #3 |
| Task 3, C.5.3 (3) Disbursements |
| All allowable expenses are to be disbursed at time of closing. |
| 100% |
| If less than 15 closings, sample size is 8. If 16 – 50 closings sample size 12. If 51 – 90 closings sample size 15. If 91 – 150 closings sample size 20. If 151 – 280 closings, sample size 32. If 281 – 500 closings, sample size 50. If 501 – 1000 closings, sample size 80. |
Wire proceeds to Treasury
| Proceeds are to be wired no later than 2:00 P.M. 1 banking day after closing. |
| 100% |
| GTR will review 100% using SAMS report CMGSSD01. |
Accurate preparation of legal documents
| Legal documents (Special Warranty Deeds, Second Mortgages) prepared accurately and in accordance with HUD guidelines |
| 100% |
| If less than 15 closings, sample size is 8. If 16 – 50 closings sample size 12. If 51 – 90 closings sample size 15. If 91 – 150 closings sample size 20. If 151 – 280 closings, sample size 32. If 281 – 500 closings, sample size 50. If 501 – 1000 closings, sample size 80. |
Timely and properly file legal documents for recording
| Legal documents are to be filed no more than 1 business day after closing, and in the correct county. |
| 98% |
| If less than 15 closings, sample size is 8. If 16 – 50 closings sample size 12. If 51 – 90 closings sample size 15. If 91 – 150 closings sample size 20. If 151 – 280 closings, sample size 32. If 281 – 500 closings, sample size 50. If 501 – 1000 closings, sample size 80. |
| #7 |
| Task 5, C.5.5 (4) Deliver closing package |
| Closing package is due to M&M no more than 3 business days after closing. |
| 100% |
| GTR will review 100% of reports and sampling of 10% of closings completed during the period covered by the on-site review to verify accuracy of reports. |
