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GDLC L&D Hub
  • Welcome to the L&D Hub
  • Learning Programs Hub
  • Core Courses
    • Mortgage Lending Basics
      • Module 1: Mortgage Lending Overview and Terms
        • Mortgage Lending Lifecycle Overview
        • Mortgage Origination Process Overview
        • Mortgage Processing Overview
        • Mortgage Underwriting Overview
        • Mortgage Closing Overview
        • Mortgage Post-Closing Process Overview
        • Roles in the Mortgage lifecycle
      • Module 2: Mortgage Loan Characteristics
        • Transaction Types
        • Property Types
        • Occupancy Types
        • Loan Program Basics
        • Debt Service Coverage Ratio (DSCR) basics
        • Introduction to FNMA & FHLMC
        • Conventional Loan Programs
        • Government Loan Programs
        • Portfolio Loan Programs
        • Pre-Approvals in Mortgage Lending
      • Module 3: Important Mortgage Ratios
        • Principal, Interest, Taxes, Insurance and Association Dues (PITIA) basics
        • Loan to Value (LTV) ratio basics
        • Debt to Income (DTI) ratio basics
      • Module 4: Federal Laws and Regulations
        • Truth in Lending Act (TILA)
        • Real Estate Settlements and Procedures Act (RESPA)
        • Equal Credit Opportunity Act (ECOA)
        • Home Mortgage Disclosure Act (HMDA)
        • Fair Credit Reporting Act (FCRA)
        • Dodd-Frank Wall Street Reform and Consumer Protection Act
        • Compliance with the Consumer Financial Protection Bureau (CFPB)
      • Module 5: Glossary
    • The First 3 Cs in Mortgage Lending
      • Module 1: The Four Cs of Underwriting
      • Module 2: Credit Documents
      • Module 3: Income Documents
      • Module 4: Asset Documents
    • The 4th C in Mortgage Lending
      • Module 1: Introduction
      • Module 2: Insurance Documents
      • Module 3: Title Documents
      • Module 4: Appraisals
      • Module 5: Specific Property Types
    • A Deep Dive Into Loan Programs
      • Module 1: Introduction
      • Module 2: Ratios In-Depth
      • Module 3: Programs In-Depth
      • Module 4: Brokered Loans
      • Module 5: Non-Delegated Portfolio Loans
    • A Deep Dive Into Compliance & AUS
      • Module 1: Introduction
      • Module 2: Automated Underwriting Systems (AUS)
      • Module 3: Disclosures
      • Module 4: Compliance
      • Module 5: Adverse Loans
    • A Deep Dive Into Loan Setup
      • Module 1: Introduction
      • Module 2: Loan Setup & Order Outs
      • Module 3: FHA & VA Loan Setup
    • Introduction to URLA Form 1003
      • Module 1: Introduction
      • Module 2: Section 1 - Borrower Information
      • Module 3: Section 2 - Financial Information - Assets and Liabilities
      • Module 4: Section 3 - Financial Information - Real Estate
      • Module 5: Section 4 - Loan and Property Information
      • Module 6: Section 5 - Declarations
      • Module 7: Section 6 - Acknowledgements and Agreements
      • Module 8: Section 7 - Military Service
      • Module 9: Section 8 - Demographic Information
      • Module 10: Section 9 - Loan Originator Information
    • Introduction to 2015 Itemization
      • Module 1: Introduction
      • Module 2: Fee Lines
      • Module 3: Details of Transaction
  • Role Based Courses
    • Hands On Guide: Closing
      • Module 1: Introduction
      • Module 2: Loan Documentation
        • Loan: Borrower Identification
        • Loan: Verbal Verification of Employment (VVOE)
        • Loan: Tri-Merged Credit Report & Refresh Report (Loan Quality Initiative)
        • Loan: Loan Estimate & Closing Disclosures
        • Loan: Change of Circumstance (COC) Notice
        • Loan: Mortgage Insurance
        • Loan: Interest Rate Sheet
        • Loan: Estimated Settlement Fees
        • Loan: Settlement Service Provider List (SSPL)
        • Loan: Mavent Report
        • Loan: Tax Chart
        • Loan: Invoices
      • Module 3: Property Documentation
        • Property: Purchase Contract
        • Property: Earnest Money Deposit (EMD) Letter
        • Property: USPS
        • Property: Appraisal Report
        • Property: Homeowner's Insurance
        • Property: Tax Cert./Statement
        • Property: Preliminary Title Report / Title Commitment
    • Hands On Guide: Disclosures
      • Module 1: Introduction
      • Module 2: Loan Documentation
        • Loan: Borrower Identification
        • Loan: Mortgage Insurance
        • Loan: Estimated Settlement Fees
        • Loan: Settlement Service Provider List (SSPL)
        • Loan: Mavent Report
        • Loan: Tax Chart
        • Loan: Invoices (Various)
        • Loan: Loan Estimate
      • Module 3: Property Documentation
        • Property: Purchase Contract
        • Property: Earnest Money Deposit (EMD) Letter
        • Property: USPS Search
        • Property: Homeowner's Insurance
        • Property: Tax Cert./Statement
    • Hands On Guide: Jr. Underwriting
      • Module 1: Introduction
      • Module 2: Application & Loan Terms
        • Borrower Identification
        • NMLS Search
        • Automated Underwriting System (AUS) Report
        • Loan Program Checklists
      • Module 3: Credit Documents
        • Tri-Merged Credit Report
        • Liens & Judgments Report
        • Real Estate Owned (REO) Documents
      • Module 4: Income Documents
        • Employer 411 / Reverse Search
        • Written Verification of Employment (WVOE)
        • Pay Stubs
        • W-2
        • 1099
        • Tax Returns
        • Tax Transcripts
        • Social Security Income (SSI) Award Letter
        • Divorce Decree (Court Mandated Child Support/Alimony)
        • Income Worksheet
      • Module 5: Asset Documents
        • Bank Statements
        • Portfolio Account Statements
        • Gift Letter
      • Module 6: Title Documents
        • Preliminary Title Report / Title Commitment
        • Closing Protection Letter (CPL)
        • Wiring Instructions
        • Survey
        • Errors & Omissions (E&O)
        • Earnest Money Deposit (EMD) Receipt
      • Module 7: Collateral Documents
        • Appraisal Report
        • Appraiser Independence Requirements (AIR) Certificate
        • USPS Search
        • Purchase Contract
        • Mortgage Insurance (MI) Certificate/Quote
        • Tax Certificate
        • Homeowner’s Insurance (HOI)
        • Evidence of Insurance (EOI)
        • Master Insurance
        • Homeowner’s Association (HOA) Statement
        • Flood Certificate
        • Flood Hazard Notice
    • Hands On Guide: Loan Setup
      • Module 1: Introduction
      • Module 2: Setup Documents
        • Loan Setup: USPS Search
        • Loan Setup: Tax Certificate
        • Loan Setup: NMLS Search
        • Loan Setup: Flood Certificate
        • Loan Setup: Flood Hazard Notice
      • Module 3: Income Documentation
        • Income: Written Verification of Employment (WVOE)
        • Income: Pay Stubs
        • Income: W-2
        • Income: 1099
        • Income: Tax Returns
        • Income: Tax Transcripts
        • Income: Social Security Income (SSI) Award Letter
        • Income: Divorce Decree (Court Mandated Child Support/Alimony)
      • Module 4: Title Documents
        • Title: Preliminary Title Report / Title Commitment
        • Title: Closing Protection Letter (CPL)
        • Title: Wiring Instructions
        • Title: Survey
        • Title: Errors & Omissions (E&O)
        • Title: Earnest Money Deposit (EMD) Receipt
      • Module 5: Appraisal Documents
        • Appraisal: Appraisal Report
        • Appraisal: Submission Summary Reports (SSRs)
        • Appraisal: AIR Certificate
      • Module 6: Property Documentation
        • Property: Purchase Contract
        • Property: Mortgage Statement
        • Property: Homeowner’s Insurance (HOI)
        • Property: Evidence of Insurance (EOI)
        • Property: Master Insurance
        • Property: Homeowner’s Association (HOA) Statement
      • Module 7: Other Documents
        • Other: 4506-C
        • Other: SSA-89
        • Other: Consumer Explanation Letter
        • Other: VA Certificate of Eligibility (COE)
    • Hands On Guide: Originations
      • Module 1: Introduction
      • Module 2: URLA Form 1003
      • Module 3: Credit Documentation
        • Credit: Tri-Merged Credit Report
        • Credit: Credit Supplement
        • Credit: Consumer Explanation Letter
        • Credit: Liens & Judgments Report
      • Module 4: Income Documentation
        • Income: Written Verification of Employment (WVOE)
        • Income: Pay Stubs
        • Income: W-2
        • Income: 1099
        • Income: Tax Returns
        • Income: Tax Transcripts
        • Income: Social Security Income Award Letter
        • Income: Divorce Decree (Court Mandated Child Support/Alimony)
      • Module 5: Asset Documentation
        • Asset: Bank Statements
        • Asset: Portfolio Account Statements
        • Asset: Earnest Money Deposit (EMD) Letter
        • Asset: Gift Letters
      • Module 6: Property Documentation
        • Property: Purchase Contract
        • Property: Contract Addendums
        • Property: Mortgage Statement
        • Property: Tax Certificate
        • Property: Homeowner’s Insurance (HOI)
        • Property: Evidence of Insurance (EOI)
        • Property: Master Insurance
        • Property: Homeowner’s Association (HOA) Statement
      • Module 7: Program-Specific Documents
        • Program-Specific: Borrower Identification
        • Program-Specific: Verification of Rent (VOR)
    • Communication Skills & Best Practices
      • Module 1: Communication Skills
      • Module 2: Organization
        • Organization in Outlook
        • Organization in Teams
        • Organization with Excel
    • How to Become a Great LOA
      • Module 1: Introduction to the Role
      • Module 2: Lead Management & Conversion
  • Client Based Courses
    • Workflow Review: Generic
      • Module 1: The Importance of Review
      • Module 2: Workflow Review
      • Module 3: Daily and Weekly Review
      • Module 4: Pipeline Reviews and Notes
    • Workflow Review: Closing Disclosures
      • Module 1: The Importance of Review
      • Module 2: Workflow Review
      • Module 3: Daily and Weekly Review
      • Module 4: Pipeline Reviews and Notes
    • Workflow Review: Doc Drawer
      • Module 1: The Importance of Review
      • Module 2: Workflow Review
      • Module 3: Daily and Weekly Review
      • Module 4: Pipeline Reviews and Notes
    • Workflow Review: Jr. Underwriter
      • Module 1: The Importance of Review
      • Module 2: Workflow Review
      • Module 3: Daily and Weekly Review
      • Module 4: Pipeline Reviews and Notes
    • Arrive Home Web Portal Guide
  • Software & Tools
    • Encompass Starter Guide
      • Module 1: Introduction to Encompass
      • Module 2: Accessing Encompass
      • Module 3: Navigating Encompass
        • Home Page
        • Pipeline
        • Viewing Loan Information
        • Pipeline Views
        • Searching for Loans
        • Saving Pipeline Views
        • Loan Workspace
        • Milestone Worksheet
      • Module 4: The eFolder
        • eFolder Tabs
        • Documents Tab
        • Conditions Tabs
        • History Tab
      • Module 5: Ordering Services
    • MS Teams Guide
      • Module 1: Introduction to Microsoft Teams
      • Module 2: Activity Tab
      • Module 3: Teams Tab
      • Module 4: Chat Tab
      • Module 5: UT SMS
      • Module 6: Calls Tab
      • Module 7: Cafe Tab
      • Module 8: Calendar Tab
    • MS Outlook Guide
      • Module 1: Introduction to Microsoft Outlook
      • Module 2: Sending an Email
      • Module 3: Outlook Tools
    • Automated Underwriting System (AUS) Guide
      • Module 1: Introduction
      • Module 2: Desktop Underwriter (DU) Basics
      • Module 3: Loan Product Advisor (LPA) Basics
  • Job Aids
    • Encompass Job Aids
      • Encompass: Adding File Contacts
      • Encompass: Alerts & Messages
      • Encompass: CAIVRS Request
      • Encompass: Completing the 1003
        • Borrower Summary
        • 1003 URLA – Lender
        • 1003 URLA - Part 1
        • 1003 URLA - Part 2
        • 1003 URLA - Part 3
        • 1003 URLA - Part 4
      • Encompass: Disclosure Tracking Tool
      • Encompass: Disclosure Validation Form
      • Encompass: Filling out the PITIA
      • Encompass: How to run AUS
      • Encompass: Ordering Credit
      • Encompass: Ordering DataVerify Fraud Report
      • Encompass: Ordering EVS/TWN VOE
      • Encompass: Ordering Finicity VOA
      • Encompass: Ordering Loan Beam
      • Encompass: Ordering SmartFees
      • Encompass: Ordering Social Security Number Verification
      • Encompass: Ordering Tax Transcripts
      • Encompass: Ordering the Appraisal (Non-VA)
      • Encompass: Ordering the Flood Cert
      • Encompass: Printing the Title Request Form
      • Encompass: Printing the VOR
      • Encompass: Printing the VVOE
      • Encompass: Printing the WVOE
    • Closing Disclosures Job Aids
      • ATR QM and Mavent Fail Resolutions
      • Prior to Closing (PTC) Conditions
      • Processing CD Change of Circumstance
      • Processing Initial Closing Disclosures
      • TRID Fee and Tolerance Chart
    • Disclosures Job Aids
      • Initial Disclosures
      • Processing LE Change of Circumstance
      • Fee Chart (XLSX)
      • Tax Schedules: Per State (XLSX)
    • Jr. Underwriter Job Aids
      • Homeowner's Insurance (HOI) Guide
      • Initial Submission Checklist: Conventional
      • Initial Submission Checklist: FHA
      • Initial Submission Checklist: USDA
      • Initial Submission Checklist: VA
      • Jr. Underwriting Checklist
      • Pay Stubs Guide
      • Property Tax Cert & Encompass Guide
      • Purchase Contract Review & Encompass Guide
      • VA Residual Income AKA Family Support Calculation Worksheet
      • Written Verification of Employment (WVOE) Guide
    • LOA Job Aids
      • DTI Guide
      • Income Worksheet Guide
      • Initial Checklists: CONV & FHA
      • Initial Checklists: Earned Equity
      • LTV Guide
      • Simple Nexus Guide
    • Loan Setup Job Aids
      • Completing the 411
      • DTI Guide
      • FHA Case Number Assignment
      • FHA Case Query
      • Income Worksheet Guide
      • Loan Setup Checklist
      • LTV Guide
      • NMLS License Search
      • Requesting Condo Desk Review
      • Requesting Title and Escrow Docs
      • USPS Address Search
      • VA Appraisal Request
      • Vetting Title or Escrow
      • VVOE Guide
      • Written Verification of Employment (WVOE) Guide
    • Doc Drawer Job Aids
      • ATR QM and Mavent Fail Resolutions
      • Closing Docs Process
      • Prior to Closing (PTC) Conditions
      • Processing CD Change of Circumstance
      • TRID Fee and Tolerance Chart
    • Arrive Home Job Aids
      • Earned Equity Program Guidelines
      • Down Payment Assistance Guidelines
      • Consumer 1003 Example
  • Live Sessions
    • Mortgage Lending Basics
    • The Four Cs
      • Credit
      • Capital
      • Capacity
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On this page
  • Version History
  • Content Outline
  1. Role Based Courses

Communication Skills & Best Practices

Version History

Version

Date

Change

1.0

June 16, 2023

n/a

Content Outline

Module 1: Communication Skills

  • Internal communication

Module 2: Organization

  • Organization in Outlook

  • Organization in Teams

  • Organization with Excel

PreviousProgram-Specific: Verification of Rent (VOR)NextModule 1: Communication Skills