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Bank of America's team of short sale specialists are dedicated to assisting you and your client through the short sale process. Occasionally, an issue arises that demands immediate attention or an escalation. The best way to resolve escalated issues is to follow the steps below:

1. Notify Your Short Sale Specialist. Your short sale specialist can resolve most issues that occur during the short sale process. Simply send a message from Equator to your short sale specialist by selecting "negotiator" (or "closing officer") from the drop-down menu in the "To" field and provide the details of the issue.  Within two business days, you should receive a response. You can also contact your short sale specialist at the phone number previously provided to you and your client. If you have not received a response after two business days, or if the short sale specialist cannot resolve your issue, then go to step two.
2. Notify The Short Sale Team Lead. In those cases where your short sale specialist has not responded, you can contact the Short Sale Team Lead by sending a message from Equator. Select "Team Lead" from the drop-down menu in the "To" field and provide the details of the issue. Within two business days, you should receive a response from the Short Sale Team Lead. In those rare cases where you have not received an answer from the Short Sale Team Lead, or the team lead cannot resolve your issue, then go to step three.
3. Contact Short Sale Customer/Agent Care. To escalate the unresolved issue, call 1.866.880.1232 Monday-Friday, 8 a.m. to 10 p.m. and Saturday, 11 a.m. to 4 p.m. Eastern and provide the details to the short sale representative. Customer/Agent Care monitors the response rates for Equator messaging and will provide the best escalation option for your issue. They will ensure the escalation process is followed and tracked.

Most issues in the short sale process can be prevented by following the tips below:

1. Ensure Documents are Error-Free. Document errors are the main reason an issue occurs in the short sale process.  To avoid document errors, make sure you are:
   1. Using the correct form.
   2. Including all signatures, printed names, and initials in every applicable space on each page of your documents.
   3. Checking that signatures are in the proper format. Most issues arise if a document does not allow electronic signatures. If it does not, handwritten signatures and dates will be needed before the documents can be submitted.
   4. Providing complete, consistent buyer and seller information. Names, addresses, zip codes, and other information must be consistent on each document and on the HUD-1 or the seller's tax forms.
   5. Submitting clear and legible documents and a complete short sale package including a signed and dated hardship letter. Enter as much information electronically before you print the document.
   6. Including all agent information. Be sure to provide the names and license numbers for both buyer's and seller's agents.
   7. Submitting all requested documents on the same day. Each time documents are requested by your short sale specialist or Equator task, be sure to collect and submit them right away to expedite the process.
   8. Keeping the original title of each document. For faster processing, keep the original name of the document you download from the Agent Resource Center to refer to when discussing with your short sale specialist.
2. Be Aware of Deadlines. Many steps in the short sale process are time-sensitive. Check for Equator tasks daily and make note of deadlines provided by your short sale specialist. By using Equator for all communications, you can keep track of all communications and responses.
3. Understand the Equator Processing System. Equator is the best way to communicate with your short sale specialist and track the progress of the short sale. If you are not familiar with the Equator Processing System, education guides are available in the Agent Resource Center to assist you with the steps to complete a short sale.

Your short sale specialist is available to assist you and your client through the short sale process. For more information, please visit bankofamerica.com/shortsaleagent or call 1.866.880.1232.