Fairway Internet Mortgage Center
Frequently Asked Questions
We have compiled a list of frequently asked questions regarding the everyday operation of the Fairway Internet Mortgage Center within Encompass. Please not that this is a work in progress and we will continue to expand the content.
FAQs
How do I send my file to processing?
From within a loan file, click on the "Sent to Processing" milestone under "Log" on the upper left side of the screen. When the "Sent to Processing" screen appears, click on the "Send to Processor" button near the bottom of the screen. A list of processors will appear. Simply select your preferred processor and click ok. If the processor you would like to use is not on your list, please contact the administrators to adjust your user settings.
How do I copy the information from a loan in order to create a loan file for a 2nd lien?
From the Pipeline view, right click on the loan file for which you'd like to create a 2nd lien. From the menu that appears, select "Duplicate for 2nd."
How do I order title?
To order title, simply open a file and click on the Services tab on the lower-left side of the screen. Click “Order Title & Closing.” A window will appear. If the provider you would like to use is not already on the list, click "Add Provider". Once you see the provider you would like to use, click on the provider and click “Select.” A screen will appear with instructions to walk you through the process. Click here for more detailed instructions, as well as an illustration.
How do I add a new Encompass user to my branch?
If you are a branch manager and have a new employee, please fill out a request at the following site for an Encompass account to be created for him or her: http://www.askfairway.com/encompass/newusers/adduser.aspx.
How do I make my business contacts public so that everyone in my branch can see them? The "Public" checkbox is grayed out on my screen.
Although borrower contacts can be seen by members of a branch based on hierarchy, business contacts work differently; either everyone in the entire system can see them or no one but the user can see them. In order to be able to make your contacts public, you will need to have your user settings adjusted. Since the settings that allow contacts to be made public also allow access to areas of the system that should not be altered, we ask that users granted this access proceed with caution. For some branches, we have found that it works best to grant one branch member the rights to make contacts public for the rest of the branch. If you have contacts that you would like to be made public, please contact the administrators.
How do I figure out where a form is pulling its information from? I would like to make a change but can't figure out where to make it.
Nearly every field in an Encompass loan file can be used to auto-populate a standard or custom form. If you notice that information is auto-populating incorrectly or if you would like to adjust it in any way, you will need to figure out which field the form is using to fill in that information. Although some of the fields (like Borrower’s Name) are pretty obvious, some information is located in more than one place and it may be difficult to determine which specific field is being used. When you go to print a form in Encompass, there is a drop-down menu at the bottom of the Print window that allows you to "Print forms with borrower data," "Print forms with field IDs, " and "Print blank forms." Select "Print forms with field IDs" and then click Preview. The form will appear with the Encompass field IDs in place of the borrower(s) specific information. Close the print window and click CTRL-G to find that specific field.
How do I export a loan file to Fannie Mae format?
- Open the specific loan file in Encompass.
- Under the Services tab, click on "Access Lenders."
- Click on the “Export Loan to Fannie Mae format” link on the upper left-hand side of that screen.
- (The first time you do this, Encompass will give a brief description of the changes. Just click continue to get past this and click next to the box that says “Do not show this screen again” next to the last “Continue.”)
- A window will come up with a list of lenders under the tab “My Lenders.”
- Select "Export file to other partners."
- Click “Continue.”
- A box will appear in which you can select the location on your computer where you would like to export the file.
- If any fields are not completed, Fannie Mae will alert you as its saving the file.
How can I change the loan officer on a loan?
If the loan has not yet been sent to processing, open the loan file and click on the “File started” milestone in the Log in the upper-left corner. At the bottom of the File started screen will be the current loan officer’s name with a button next to it saying “Set the Officer.” Simply click the button and choose from the list of loan officers. If the correct loan officer is not on your list, please contact the administrators. If the loan has already been sent to processing, the processor will need to return the file to the loan officer (see below for instructions).
I am processing a loan, but the loan officer needs to have write access to the loan file to make some changes. How do I send the loan back to the loan officer?
Once a loan has been sent to processing, the processor has full rights to the loan, and the loan officer has limited rights to make changes to a few sections of the file, such as the Log. If the loan officer needs to make changes or additions to a file, the processor should send the file back to the loan officer to give him or her full rights to the file. Go into the file, and click on the “Sent to processing” milestone in the Log in the upper-left corner of the screen. Click on the “Return to Loan Officer” button in the top right of the Sent to Processing screen.
How can the processor give write access to the loan officer once a loan has been sent to processing?
Processors can give the loan officer write acces by, clicking on the File Started milestone and checking the box next to "Write Access" beneath the loan officer's name.
What should I do if I receive the message "Encompass is unable to detect a supported version of Adobe Acrobat. Contact Customer support for further detail"?
Encompass is only compatible with certain versions of Adobe Acrobat Reader. In order to resolve this issue, you will need to uninstall and then reinstall Adobe Acrobat Reader. Here are the instructions: To Uninstall: 1. Click on the Start Button and then on Control Panel. 2. Open up Add and Remove Programs. 3. Click on Adobe Acrobat Reader and then click on “Remove.” To Reinstall: Download Acrobat Reader Version 9.3.3 by clicking here: http://ardownload.adobe.com/pub/adobe/reader/win/9.x/9.3.3/misc/AdbeRdrUpd933_all_incr.msp/
. Please do not update the software if prompted to install updates.
How do I print labels from my borrower contacts?
To print out address labels in Encompass from your Borrower Contacts:
- First use Shift-click and/or Ctrl-click to select the contacts for whom you would like to print out labels. (Shift-click allows you to select multiple consecutive contacts at a time; Ctrl-click allows you to select multiple non-consecutive contacts at a time.
- Click on Mail Merge and then from the folder drop-down menu, select “Public Custom Letters.”
- Choose which type of labels* you would like to print and click “Print.”
*Currently, there are two options in the Public Custom Letters, saved by label type: Avery 5160. The document called “Name” pulls the Borrower’s First and Last name from the “Details” tab. The document called “Salutation” pulls the Salutation from the “Details” tab. Using the Salutation field is highly recommended, as it allows you to easily address couples. For instance, you may want to use the husband as the main contact but put “John & Mary Smith” in the Salutation field so that you can send one letter to both borrowers using a single contact
How are the loan folders structured in Encompass?
When you login to Encompass and are in pipeline view, you will see a drop down menu with a list of loan folders. These are the same folders where you will store loan files in your pipeline. Here is a guide to which files should be located in which folders:
Loan Folders
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All Folders |
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This option allows you to view loan files in all folders. (Please note that you cannot create a new loan from the All view; you will need to be in the specific loan folder in which you want to create the new loan.) |
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(Delete Files) |
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Files that you would like the system administrator to delete |
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Adverse Loans |
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Loan Status: Application Denied, Application Withdrawn, File Closed for Incompleteness, Application approved but not accepted, Preapproval request denied by financial institution or Preapproval request approved but not accepted Loans may not be originated in this folder. |
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Closed Loans Folders |
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Loan Status: Loan Originated Loans that have been closed in the year specified (Must have HMDA completed) |
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My Pipeline |
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Loan Status: Active Loan Loan applications that have been sent to processing |
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Preapproval |
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Loan Status: Active Loan Prospective preapproved customers’ files only; these are not applications and should have the term "TBD" located in the subject property field in Encompass |
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Prospects |
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Loan Status: Active Loan Prospective customers’ files only; these are not applications and should have the term "TBD" located in the subject property field in Encompass |
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Training |
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Files specifically used for training purposes |
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Who should I call if my First American ePass login is locked?
If you fail to enter the correct login information for First American flood cert through the ePass network more than a couple times in a row, you will be locked out of your account. Please call First American ePass assistance at 800-214-5656.
How do I submit a file to MGIC electronically through Encompass?
Once you are ready to submit your loan to underwriting, go to the eFolder. Select MGIC Submission from the list of stacking orders and then put a check in the box next to every document you wish to submit. (See image 1). Click the "Send" button and a window will appear. (See image 2). Verify that the stacking order is correct and click continue. Address the email to MGIC submissions and click "Send." (See image 3). Please note that you should include the MGIC Electronic Submission Cover Sheet in your file. To add this to document tracking, click on the Tools tab, Document Tracking and then New. Select the coversheet from the drop-down menu, item 3260. (See image 4).
How can I contact support for products/services I use in conjunction with Encompass?
| Kroll Factual Data | 1-800-673-5525 | Nylx | 1-866-557-NYLX | |
| First American | 1-800-214-5656 | |||
| Fannie Mae DO | 1-877-722-6757 | |||
| Freddie Mace LP | 1-888-576-6932 | |||
| LoanSifter | 1-920-687-1222 |
How do I generate a Turning Point report in Encompass?
A report has been created in Encompass to allow you to generate a report of customers whom you would like to add to Turning Point. If you click on the Reports tab in Encompass and select the "Public Reports" folder, the report is named: (29) TURNING POINT REPORT. Your will need to put a copy of the report in your personal folder or, if you have rights to edit public reports, you can add it to your branch folder. Simply select the report, right-click and select Copy. Navigate to the desired location, right-click and select Paste. Once the report is in your personal folder and/or branch folder, you can select the time period from which you’d like to pull customers, as well as from which folders you would like to pull them from. Click on the “Folders” tab and check the folders you would like to search in. To pick a time frame, click on the “Filters” tab and then click “Add.” Click on the Binoculars button to access a quick list of field names next to the Field ID box. Select the type of date you would like to filter by (file started, funded, completed, etc). Once you select the date field, use the drop-down menu next to “Operators” to choose a time frame.
What is the correct way to use the Milestones?
Below you will find descriptions of the Milestones within Encompass. In most cases (unless noted), users must click on the Milestone and put a check in the box next to the name of the Milestone in order to move to the next Milestone. Days indicates the estimated number of days it will take to fulfill that particular Milestone. To adjust the days from within the loan file, simply click on “Change Date” next to the Milestone checkbox.
| File Started: | Days (0) | Date the file is started; this date will reflect the date the loan file is first saved. Use the Set the Loan Officer Button if you need to change the Loan Officer on the loan. Use this Milestone to give the Loan Officer write access to the loan after it has been assigned to a processor. |
| Preapproval: | Days(1) | Date the file is preapproved |
| Application: | Days(2) | Date the applicant officially applies for the mortgage loan; RESPA requirements start here |
| Processing: | Days(4) | Date the application is sent to processing; the Processor must accept the file on this milestone in order for it to be completed; use this milestone to return the loan to the Loan Officer or to give the Loan Processor write access to the loan after it has been assigned to the Loan Closer. |
| Submittal: | Days(2) | Date the application is submitted to underwriting |
| Conditions | Days(2) | Date conditions are received from underwriting |
| Approval: | Days(1) | Date the clear to close is received from underwriting |
| Docs Ordered | Days(0) | Date closing docs ordered |
| Doc Signing: | Days(0) | Date the closing documents are signed by the borrower(s) |
| Funding: | Days(0) | Date the loan is funded |
| Completion | Days(0) | Date the file is completed |
| Total Days(12) | ||
How do I import loan files into Encompass?
Loans from Fannie Mae 3.x can be imported directly into Encompass. Please see Ellie Mae's import guide for instructions. If you would like to import loans from any other LOS, you should be able to export them from your LOS into Fannie Mae 3.x format. Please note that loans that are imported will not automatically have your default templates applied.
How do I use the ePass network?
Please see our ePass Network page for guides to using the Encompass ePass Network.
My file is locked, but no one is in it. What should I do?
If someone is working in a file, Encompass “locks” the file so that no other users can make changes to it while someone else is editing it. However, sometimes a file will remain locked even if the person is no longer working in it. Possible causes include shutting down the computer improperly, closing Encompass without logging out of a loan file or having your computer “freeze” and need to be restarted. In order to unlock the loan file, click on the “Settings” tab. Click the plus sign (+) next to “File Rights” to display the options under that menu. Click on “Unlock Loan Files.” A list of all locked files will be displayed. Simply select the loan file that you wish to unlock and then click “Unlock” in the upper-right corner. Please note that someone with full rights to the loan will need to unlock it.
When ordering Flood through First American, I am receiving the error, "Error in FAWS System." What does that mean?
Error in FAWS System simply means that First American cannot find the username and password provided in its system. In order to use First American Flood through ePass in Encompass, a user needs a separate First American username and password just for use in the ePass network. The information should be provided on the branch password sheet. If you are unsure of your password, please contact Branch Support. If you suddenly have problems with user information that has worked in the past, call First American at 800-214-5656.
How do I install Encompass?
You can download Encompass from http://download.elliemae.com/encompass/updates/encompass70.exe. Click the link and then choose Save. Save it to your Desktop. Open it on the Desktop and click "Run." Once it downloads and opens, you’ll need to enter the name of the server, which is https://encompass.fairwaymc.com.
How do I enter my Fannie Mae DO/DU password in ePASS?
Sometimes there is some confusion about entering the Fannie Mae DO/DU user information. When you click on "Submit to DO for ePASS", a login screen appears asking users to enter the password to re-issue credit; however, many users mistakenly enter their Fannie Mae DO/DU user information. A user must click on "Update DO Settings" to enter their Fannie Mae user information. Please click here for a visual example.
How do I set my default loan template?
1. Go to the Encompass menu and select Settings.
2. Click the plus sign next to “Loan Templates” on the left-hand side to open up that menu and then click on “Loan Template Sets.”
3. On the Loan Template Sets page, double click on the BranchUse folder and then double click on your branch's folder. A list of the available loan templates will display.
4. Click on the template you would like to use as your default.
5. Click “Set as Default” in the upper right corner.
How do I merge two separate loan files into one 1003?
Unfortunately, there’s no easy way to merge two loan files from the pipeline from the Pipeline. However, if they are co-borrowers on the same 1003, you can import them into the Pipeline and then from the Pipeline, add them to Borrower Contacts using the “Update Contacts” button at the top of the Borrower Summary. Then, you can originate a combined loan from the Contact Manager – when you click “Originate Loan” from the borrower contacts, it will allow you to add a co-borrower. You will probably end up re-keying some of the information. Unfortunately, this does NOT work for co-mortgagors on separate 1003s.
How can I tell if my Encompass Loan Officer site is secure?
Although your browser may not indicate that your Encompass site is secured, the loan application is completely secure. The primary reason why you do not seeing the https: and the lock symbol is that this site uses frames. The frame in which the application is in is secured, but since it’s opening within the main frame, the web address of the main frame is showing in the address window rather than the secure address. In order to view the security on the site, right-click on the “Apply For A Loan” and then select “Open Link in New Window.” When the application opens in a new window, the https and the lock symbol will be clearly visible.
