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FAQ – For Borrowers

Here are some answers to Frequently Asked Questions from borrowers.

How do I update my contact information?

To updated your information such as mailing address, phone number, or email, please send an email to lss@slsbox.com with the correct information. You will receive a confirmation when your account has been updated accordingly.

How do you bill my account?

Borrower accounts are billed on the 20th of each month approximately 10 days before the closing of the billing cycle. This is your original billing statement. Your final billing statement is finalized and posted online at the end of the month for your review.

What if my loan balance changes between the 20th and the end of the month?

When your billing is finalized at the end of each month any advances between the 20th and the end of the month will be posted as part of the final bill. Unless your account is set up for auto monthly ACH payments, you will only be expected to pay only the amount on your original billing statement. Any unpaid interest as a result of additional advances will simply roll over to your next monthly billing statement.

Where do I download or view my monthly statements?

You can view your monthly statements by logging on to the online portal, and by going to the Attachments section of your loan page.

What is a payoff demand statement?

A payoff demand statement is a document that details the exact amount of money needed to fully pay off your mortgage loan.

How do I request a payoff demand statement?

Please send payoff statement requests by emailing demands@slsbox.com and including the loan number and good-thru date (not to pass 30 days). Third-party requests (title or escrow) will need a completed Borrower’s 3rd Party Authorization Form. There will be a $30 fee assessed and could take up to 3 business days to process.  Click here to learn more about requesting a payoff demand statement.

How do I consolidate my loans under one account?

All your loans will be consolidated with your account if the email on the loan matches the email registered with the online portal.

How can I make my payment post on the same day?

By using the Same Day Payment feature in the online portal, you’ll be able to make digital check payment for a fee of $30. Same Day Payments must be received by 5PM (PT) on each business day.

What is the FPI fee on the payoff demand statement?

The FPI fee is the premium amount of the Forced Placed Insurance.

Who do I contact if I need assistance with my account?

If you require assistance, please call Customer Service at 818-483-0027. They are open Monday – Friday, 7:00 AM – 5:30 PM PST.

How to pay my bill?

You can pay your bill online anytime by scheduling either a one-time or recurring ACH payment at no cost. You can also wire payments or schedule a payment by phone for an additional fee by calling 818-483-0027. If you prefer to pay with a check, money order, or cashier’s check, please make the check payable to “Superior Loan Servicing”. Please call or email Customer Service for the mailing address.

When is my payment credited to my account

All loan payments are credited to your account on the date they are received in our office. Late charges are assessed for any payment received after the grace period specified in your loan documents. U.S. Postmark is not considered as the date payment is made. If mailing a payment, please allow additional time for delivery.

When will I receive my IRS tax forms?

Typically tax forms will be available online by January 31st. Log on to the online portal and by clicking on the “Attachments” button. You will be able to view or download PDF versions of your tax forms.

What if I am having trouble making payments?

We can work with you to determine the best option for your situation. The most important step is to contact us as soon as possible at 818-483-0027.

What if I forgot my password to the online portal?

You can click on the “Request New Password” link on the login page or contact Customer Service at 818-483-0027.

What is a prepayment penalty?

A prepayment penalty is a fee that some lenders charge if you pay off all or part of your loan early.  Please review your loan documents to see if this applies to you.

What is a Loan Modification?

A loan modification is a structured agreement where one or more terms of your loan are changed to enable you to bring your defaulted loan current.

How do I receive a paper statement by mail?

Borrowers can opt-out of paperless billing, by logging into the online portal and click on “My Profile”, then select “View My Profile” and “Edit”. Once in edit more, find the “Paperless Statements” box, borrower needs to uncheck the box, and click on save.

FAQ – For Lenders

Here are some answers to Frequently Asked Questions from lenders.

When will I receive my IRS tax forms?

Typically tax forms will be available online by January 31st. Log on to the online portal and by clicking on the “Attachments” button. You will be able to view or download PDF versions of your tax forms. 

When will I receive my interest payments?

Interest payments could take at least 10 days to be distributed after the borrower makes their monthly payment. If a borrower wires their payment or it is taken from their reserves, funds can be requested for immediate release, if they have not already been, through the Customer Service department.

When will I receive my Statement of Account?
Lender statements of accounts are emailed at the end of every month. These statements will include the history of your portfolio, the payments you received, and your account’s balance. These statements are also available for download through
the online portal.
Can I receive my payments via ACH deposit?

Yes, as a lender you can receive your payments through ACH deposit. This can be set up by reaching out to Customer Service who will provide a Deposit form to be completed. You can also sign up for ACH deposit through our online portal. If you do not receive your payments via ACH, you will receive a physical check to the mailing address we have on file.

When can I proceed with foreclosure?

The foreclosure process can be initiated after the second grace period for a missed payment has passed. The turnaround time for the completed process varies based on state regulations and the terms of the loan documents. Once you can, and wish, to proceed with foreclosure, please provide direction to Customer Service so they can initiate the process.

How do I download documents from the online portal?

Any attachments in your lender profile can be downloaded by selecting which attachment you want to be saved and clicking the floppy disk icon at the top of the section. You can also download Excel sheets for your portfolios and payments by selecting the option at the top of the respective section.

Does SLS impound funds for taxes and insurance?

Impound accounts are available for payment of taxes and insurance.  Additional fees apply.

What states do you service?

SLS services loans in all 50 states in the US only.  We can only provide document preparation and foreclosure proceedings for the state of California.

How do I updated my contact information?

To updated your information such as mailing address, phone number, or email, please send an email to lss@slsbox.com with the correct information. You will receive a confirmation when your account has been updated accordingly.

How do I keep up to date with my loans being serviced?

The Online Portal is the quickest and easiest way to keep up on all your loans. The Portfolio at a Glance will give you a quick overview of all your loans. By clicking on the loan number you will be able to access the borrower’s payment history and CustomerService interactions.

How can borrowers make their payments?

Superior accepts a variety of payment methods including cashier’s checks, money orders, personal checks, wires, and ACH payments through the online portal and Customer Service. The borrower’s statements, sent at the end of the month, also include an envelope with our lockbox address that they can use to send in their payments. Same-day payment processing is also available upon request for a fee of $30.

What if my loan balance changes between the 20th and the end of the month?

When your billing is finalized at the end of each month any advances between the 20th and the end of the month will be posted as part of the final bill. Unless your account is set up for auto monthly ACH payments, you will only be expected to pay only the amount on your original billing statement. Any unpaid interest as a result of additional advances will simply roll over to your next monthly billing statement.

Why does my Deposit Notification read $0.00?

You may receive a Lender Notification of Deposit that reads a deposit amount of $0.00. This occurs because a borrower’s payment has bounced back as non-sufficient funds. Please reach out to Customer Service for exact details if needed.

Is Superior Loan Servicing licensed and insured?

SLS is licensed by the California Department of Real Estate, and carry errors and omissions insurance.

What if I forgot my password to the online portal?

You can click on the “Request New Password” link on the login page or contact Customer Service at 818-483-0027.

Need help?

Have More Questions?
Call us at  818-483-0027.