BOOK 1 Administration Manual

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Administration Manual Your Company Name Page i BOOK 1 Administration Manual INTRODUCTION 1 SECTION 1 - ORGANIZATION 2 Position Descriptions 3 Branch Manager 3 Operations Manager 4 Receptionist/Administrative Assistant 5 Settlement Manager/Coordinator 6 Mortgage Loan Processor 7 Underwriter 8 Loan Officer 9 ADMINISTRATIVE DUTIES - POLICIES 10 Greeting Guests - Lobby 10 Incoming Telephone Cells 11 Tracking Loan Officers 12 Couriers 14 Overnight/Express Couriers 17 Daily Mail 18 Postage Machine 20 Office Supplies 21 Office Supply Set Up - New Office 23 Initial Equipment Requirements 24 FORMS Management 25 Origination and Processing Forms Checklist 26 Settlement Forms 27 Receptionist/Administrative Forms 28 Maintenance 30 Telephone System Operation 31 Telephone Relief/Duty Schedule 33 EMPLOYMENT AND COMPENSATION PRACTICES 34 Announcing Position Openings 34 Treatment of Candidates 35 New Hire Letter/Offer of Employment 38 New Hire Procedures 39 Employee Levels 40 Supervision 41 Team Concept 41 Monitor Processors' Case Loads 42 Problem Areas 45 Petty Cash 46 Deposit for Fees 47 Employee Roster 48 Administration Manual Your Company Name Page ii Personnel Records 49 Time Sheets 51 Salary Level and Payroll 52 Payroll 53 PERFORMANCE REVIEWS 54 Performance Evaluation Forms 55 Employee Separation/Termination 63 OUTSIDE VENDORS & SERVICE PROVIDERS 64 Credit Bureaus 64 Appraisers ... more. less.

65 Appraiser Invoices 66 PMI Companies 67 Outside Investors 68 Administration Manual Your Company Name Page iii Book 2 3 Employee Handbook Introduction 1 Hours of Operation 2 Organizational Chart 3 Section 1 - General Employment Policy 4 Equal Employment Opportunity 5 Training Policy 6 Performance Reviews 7 Termination 8 Voluntary 8 General Policy 9 Section 2 - Salaried Employees 10 Hourly Employees 11 Overtime 12 Section 3 - General Policy 13 Section 4 - General Attendance 14 Late Arrival/Illness 15 Jury Duty Policy 16 Holidays 17 Vacation Request 18 General Business Conduct 20 What Does Proper Business Conduct Mean? 20 Employee Dishonesty 21 Workplace Violence 22 Sexual Harassment 23 Drug-Free Workplace Policy 24 Safe Work Practices 26 General Information 26 Your Responsibilities 26 General Safe Work Rules And Work Practices 27 Fire Safety 28 Section 6 - General Telephone Use 29 Introduction 29 Receptionist/Secretarial Use 33 List of Extensions within the Building 36 Employee Emergency Numbers 37 Section 7 - Computer Use 38 Email Use 40 Internet Access 41 Administration Manual Your Company Name Page iv Fax Usage 42 Sales Process - General Policy 44 Wholesale 45 Retail 46 Bait & Switch 47 The Policy 47 Empowerment 48 cTips d for Empowerment 48 Listen to the Customer 48 Deal With the Customer 9s Feelings 48 Ask What Will Satisfy the Customer 49 Then Do It& 49 Pure Selling Environment 50 Expenses - General Policy 51 Request for Check 52 Purchase Orders 53 Office Supplies 54 Office Space / Physical Plant 55 Administration Manual Your Company Name Page v Book 3 3 New Employee Kit W-4 Form Employee Withholding 2 I-9 Employment Eligibility 3 Employment Application 4 Authorization 11 Benefits Summary 12

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