📜 FALCON MASTER SOP:

Avoiding Lender Nightmares: Falcon's Guide to Correct ACORD Certificate Issuance

Mortgage Servicer & Escrow Payment Processing Compliance — Best Practices, Pitfalls, and Strategic Advisory Playbook

🧠 1. Purpose

Mortgage lenders, servicers, and escrow administrators wield disproportionate operational power over our insureds — often to our clients’ great financial detriment — via bureaucratic, automated systems incapable of nuanced judgment.

This SOP exists to:

Ensure zero preventable errors in insurance deliverables.
Protect Falcon’s clients from silent, catastrophic lender non-compliance events (e.g., unnoticed forced-placement, erroneous escrow account adjustments).
Build client trust by anticipating and preempting known mortgage servicer and escrow system pitfalls.

🏛️ 2. Scope

Applies to all COI/EOI submissions made to mortgage lenders and servicing agents.
Covers invoice preparation when premiums are escrow-billed.
Applies to all residential (1–4 unit) rental properties and commercial multifamily portfolios.
Governs both new loan setups and renewal evidence of insurance requests.

⚙️ 3. Core Philosophies

Core Belief	Operational Application
Servicers are indifferent to client welfare	Assume zero goodwill; over-prepare documentation.
Small mistakes have outsized consequences	Treat every EOI/Invoice like a binding contract filing.
Prevention beats reaction every time	Build redundancy, double-verifications, explicit documentation trails.
Client perception = survival	Protect the agency’s reputation through client education and proactive protection.

🧩 4. Master Deliverable Requirements