Lender Video Demo

Lender Registration

Lender Video Demo

Lender Video Demo
Training and Support

Training

OneSource Educational Development Corporation (OneSource) has created an online video demo presentation for training all lenders as well as their loan processors and loan officers on how to use and get the most out of the DirectConnect Reverse Mortgage Counseling Services online management system.

OneSource will offer ongoing training for its members as needed. All HUD-approved agencies and their housing counselors have been trained by our staff on the DirectConnect system, including HECM and Cash Account counseling protocols. They are committed under contract to contact a borrower from the same day to 24 hours from the time that borrower has been registered into the DirectConnect system from a lender.

Each HUD-approved agency has years of HECM counseling experience and has been approved by HUD to handle both in-person and nationwide telephone counseling. Each housing counselor with our HUD-approved agencies are required to fulfill the basic requirements of the HUD and AARP protocol when performing a HECM counseling session through DirectConnect.

Our training and support department will monitor and ensure that each HUD-approved agency and their housing counselors do not promote, represent, or recommend for or against any specific lender. They will provide general information and follow the AARP counseling protocol when counseling HECM loans and follow the Financial Freedom counseling protocol when counseling Cash Account Advantage loans.

Support

Support is available from 6:00 a.m. to 5:00 p.m. (PST). Lenders, loan processors and loan officers may contact us by email for any questions or problems they are having with the DirectConnect system.

Quality Assurance Department: OneSource has put together a Quality Assurance (QA) Department that handles all incoming technical support emails or phone calls. Our support procedure on technical issues is as follows:
  • Each request that comes in will be placed into an online ticket queue. Once they are reviewed by QA personnel, each ticket is then reviewed by a dedicated programmer who will either work on and patch the problem, mark it as invalid (in case the error reported is spurious), or delegated to the appropriate support individual who will then fix the problem.
  • Once the problem has been marked as "fixed", it is then re-reviewed by a QA individual to ensure that the fix has in fact been put in place. Assuming the ticket passes QA testing, the patch is placed into a change set for the next release of the system.
  • If a ticket fails QA testing, it is placed back into the ticket queue and goes through the cycle again until resolved. Depending upon the severity of the issue, the fix is then either put into a change set to be applied at a later day, or, if the problem is more serious, the path will be manually to the server.
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