What are Secure Collateral’s hours of operations?
8:30 a.m. to 5:00 p.m. Eastern Time
How do I contact Secure Collateral?
| Call us at: | 904-733-1701 or Toll Free at 877-733-1701 | |
| Fax us at: | 904-733-5704 | |
| Email At: | (Broker/Agent Support) | support@securecollateral.com |
| (Appraiser Support) | appraiser@securecollateral.com | |
| (Client) | client@securecollateral.com | |
| Mailing Address: | 7910 Baymeadows Way, Suite 102 | |
| Jacksonville, FL 32256 |
How do I submit a completed report? What format can Secure Collateral accept?
Completed reports should be uploaded through our Vendor Portal in .pdf format.
I’m a Service Provider and need to cancel an order I previously accepted. Can I cancel it online?
Yes. Access the order through the vendor portal. In the “area”, add comments as to why you are canceling the order. However, to help accelerate the reassignment and subsequent completion of the order, we would appreciate a telephone call to 904-733-1701 as soon as you know you cannot complete the assignment.
Where should I mail the keys for access to a property?
Please mail keys to:
Secure Collateral
7910 Baymeadows Way, Suite 102
Jacksonville, FL 32256
Can I change my password?
Yes, your password can be changed on the vendor portal. Access the vendor portal and follow the instructions.
How will Secure Collateral bill us for the services they have provided?
Client Partners are generally billed via a bi-monthly invoice. If the Client Partner has specific requirements, we will do everything possible to accommodate those requirements.
I’m a Service Provider for Secure Collateral. When will I be paid for my services?
Checks for Service Providers are generated by the 10th of the month following the month in which the service was provided and mailed via USPS by the 15th of that month.
Relative to out-of-pocket expenses incurred by the Service Provider which are not for one of their primary services, (i.e. locksmith, plumber, or other services), they are paid as soon as possible after a bill itemizing the expense is received by Secure Collateral.
Do I have to send an invoice and W-9 every time I submit a completed order?
Payment instructions and W-9 information will be obtained when you are placed in our system as a new vendor, or as your payment information changes.
Can I be reimbursed for overnight shipping or trip charges?
All fees are agreed upon at the time the order is placed and accepted. Additional fees and charges must be pre-approved. If you feel there have been extraordinary circumstances that should be addressed, please feel free to contact us for this consideration.
Can I change information in a report after I have submitted the report?
You cannot change a report once it is submitted. However, you should send an e-mail to qc@securecollateral.com as soon as you realize a change/correction is needed and one of our Quality Control representatives will contact you as soon as possible.
Will I get the listing if I do the BPO?
Listing placement is not guaranteed. However, Secure Collateral offers listing placement services to all our Client Partners, but it is the Client Partner’s prerogative to place the listing. If the listing is placed through Secure Collateral, we will offer the listing to the provider of the previous services for that individual property.
What should I do if I cannot tell if the subject property is occupied or vacant?
Contacting the utility companies is a good way to verify occupancy. Try to verify if the mortgagor’s name is on the utility account. If verification is obtained by using this source please indicate this in your report. Checking with a neighbor or postal carrier is another viable option.
What should I do if the subject property is currently listed?
Please note your findings in your report and include a copy of the MLS sheet with the completed report.
What should I do if there are signs posted on the subject property?
Notate in the completed report the content of the sign(s), take photos of the sign(s) and submit them with the report.
What should I do if any or all of the following occurs: the subject’s address does not exist on the plat map or tax records; house numbers are not listed on the homes in the area; I cannot find the subject property?
Double check the address and see if the mortgagor's name helps. Use this information to search tax or county records. If you are still unable to identify the property, contact the Post Office, Police Department, or Fire Department to see if they can assist you. If none of these options help, please contact Secure Collateral immediately.
What should I do if I cannot locate the subject but the provided legal description matches a different house?
Please contact Secure Collateral immediately and provide us with the address which matches the provided legal description. We will provide that information to our Client Partner and get back to you with further instructions.
What should I do if I identify an incorrect address or mortgagor information for the subject property?
Please contact Secure Collateral immediately.
What should I do if the subject property is unimproved land?
Please contact Secure Collateral immediately.
What should I do if the tax or assessor’s records do not contain all of the property information?
Please estimate the missing information based on your knowledge of the area and comps. Notate in the completed report that the information given is an estimate due to limited data provided in the tax or assessor’s records.
What should I do if I find the subject is a total loss at the time of my inspection?
Please contact Secure Collateral immediately for further instructions. However, continue your inspection since it is likely we will ask you to provide the land value and estimate what the property may have been worth before the loss. Please be sure to provide digital photos of the damage which caused the total loss. If there was a fire or criminal damage, please obtain a copy of the fire report or police report to include with the valuation.
What if I cannot find any recent comps?
Choose the best available comps based on an expanded market area and extended market time. In your completed report, please provide an explanation as to why more recent comps were not available and subsequently, what you did to establish your opinion of marketability and estimated value.
What should I do if the provided contact will not respond or if I cannot reach the contact?
Please contact Secure Collateral immediately.
What should I do if the contact fails to show up for the appointment to which they agreed?
Please contact Secure Collateral immediately.
How many photos do I need to provide with a drive-by BPO?
You will receive instructions with the original request for service which will provide this information. At a minimum for a drive-by, you will need to provide 3 original digital photos: 1 front of the subject, 1 address of the subject, and 1 street/neighborhood photo including the subject if possible. Also, you will need to provide either original or MLS photos of the comparables unless original photos are specified.
How many photos do I need to provide with a BPO with interior inspection?
You will receive instructions with the original request for service which will provide this information. At a minimum for an interior inspection BPO, you will need to provide the following digital photos: 1 front of the subject, 1 address of the subject, 1 street/neighborhood photo including the subject if possible, 1 photo of every interior room, bedroom and bathroom. Include digital photos of any positive or negative attributes of the subject and digital photos of any personal property left in a vacant property. Also, you will need to provide either original or MLS photos of the comparables unless original photos are specified.
Do I need to provide original subject and comp photos with an appraisal?
Yes. Unless otherwise indicated, all Appraisals are to be completed per Fannie Mae requirements. That requires the subject and each comp to have an original digital photo.
What if I cannot take a photo of the subject property?
Please take digital photos of what you observed (i.e. No Trespassing sign, private drive entrance gate, etc.). In your report, state the reason for your inability to obtain a photo of the subject property.
What if the subject property is located in an unsafe area or if there are people around the subject and I don’t want to be seen taking photos?
Often a good time to take photos is during the early morning hours when there is generally less activity in many areas. If you can, take a front photo of the subject. We also request a neighborhood photo (away from the subject, if possible). However, if you feel unsafe in any way, NEVER put yourself at risk. If you cannot take photos or you take fewer photos than required, please include an explanation in your report.
How do I become a Service Provider for Secure Collateral?
Please click here to complete our Service Provider Registration form.| Call us at: | 904-733-1701 or 877-733-1701 | |
| Fax us at: | 904-733-5704 | |
| Email At: | (Broker/Agent Support) | support@securecollateral.com |
| (Appraiser Support) | appraiser@securecollateral.com | |
| (Client) | client@securecollateral.com | |
| Mailing Address: | 7910 Baymeadows Way, Suite 102 | |
| Jacksonville, FL 32256 |
