Manage Your Mortgage

An easy way to access the resources you need to manage your account.

Manage Your Mortgage on Your Schedule

With Your Mortgage Online, you can use the online portal, the app from the App Store or Google Play Store to quickly access your mortgage account, make and schedule payments, and access your mortgage statements.

To create your account, you’ll need your loan number, Social Security Number and your property zip code. The platform offers an intuitive interface to keep you on top of your most important mortgage information.

Make loan payments

View loan summary and payment history

Enroll in automatic payments

Get notified by text or email when payment has been posted

Access your loan documents like 1098 and escrow analysis

Access to common FAQs and educational videos Ask Mia (the Mortgage Information Assistant)

Online Portal

Know Your Mortgage

Internal Servicing Questions

Who do I contact if I have servicing questions?

We are pleased to announce we have a group email setup for our internal Servicing Department. We are here to help! Please do not contact our sub-servicer Dovenmuehle Mortgage, Inc. (DMI) directly. Please do not email servicing associates directly. All your servicing related questions should be directed to our internal email proxy [email protected].

Forbearance/Loss Mitigation Options

If you have a customer that is having difficulty making their mortgage payment, we offer various hardship programs for eligible borrowers.

Borrowers can visit our website kwlends.yourmortgageonline.com to find more information about Hardship Assistance and how to sign up, register, and complete the request for a hardship. Borrowers may also call (866) 397-5370 Monday – Friday 8am – 8pm CST for loss mitigation assistance.

Customer Service

Customer Service Phone Numbers

We have a Keller Home Loans dedicated customer service phone number through our sub-servicer, Dovenmuehle Mortgage, Inc. (DMI). Please be sure to direct your borrowers to this number for the quickest customer service.

Borrower Customer Service: (855) 652-9097
Note: Customer Service hours are Monday - Friday 7am – 7pm CST.

Customer Web Portal

Once the loan boards with DMI, we have a one-stop shop for all loan information – accessible to our borrowers whenever they want. Borrowers should use the “New Loan Number” listed on their Notice of Servicing Transfer letter to register their loan on the website.

Online web portal: kwlends.yourmortgageonline.com

My Loan Activity
Online Payments
1098 Year End Statements
Enrolling in Automatic Payments (Can be completed 60-days after boarding for loans that we will retain servicing)
Loss Draft Claims Center (Secure messaging for all loss draft related claims and procession updates)
Notifications
E-Statements
Escrow Analysis Statements
Ask Mia (Virtual Mortgage Information Assistant)

Customer Mortgage Payments

Telephone Payments

Some payments can be made by telephone. When permitted by applicable law, a fee may apply for this service in amount of $9.50 when using the automated system, or $11.50 when speaking with a live representative. Payments can be submitted by mail or online for no additional fee, and other free payment options may also be available. To make a telephone payment or obtain information about free payment options, please contact DMI at (855) 652-9098.

Bi-Weekly Flex Plans

We do NOT offer a bi-weekly flex pay plan. The borrower can still apply additional principal amounts to their monthly payment on the kwlends.yourmortgageonline.com website.

ACH

Yes, Keller Home Loans offers automatic payment withdrawal. It is the intent of Keller Home Loans to sell all loans. Automatic drafting can ONLY be set-up after the loan is sold and if servicing will be retained by Keller Home Loans (typically 60 days after boarding). Automatic drafting cannot be set-up if the loan is being sold servicing released to an investor. Borrower requests to set-up ACH will be held by DMI until it is determined if the loan will be sold servicing released or servicing retained.

Borrowers can access kwlends.yourmortgageonline.com to set-up their account.

One Time Payment

Yes, kwlends.yourmortgageonline.com customers have the ability to make a one-time payment via the customer payment section. Once the loan is boarded to DMI’s servicing system, customers can access kwlends.yourmortgageonline.com to make a one-time payment.

Escrow

Foreign Language Translation Service

Dovenmuehle supports clients with borrowers who speak English as their second language. Dovenmuehle has Spanish speaking representatives in Customer Service, Bankruptcy, Foreclosure, Collections, and Loss Mitigation. Additionally, the Interactive Voice Response Unit (IVR) has a Spanish option.

To assist borrowers whose first language is other than English or Spanish, Dovenmuehle has contracted with Certified Languages International (CLI) to provide translation services for a wide range of languages in Customer Service and other departments who work directly with borrowers, such as Bankruptcy, Foreclosure, Collections, Commercial Services, Loss Mitigation and Research. When a borrower calls and translation services are required, Dovenmuehle will call CLI and have a three-way conference call with the borrower and translator. Connecting with a CLI translator generally takes less than 20 seconds.

Helpful Tips for You

At-A-Glance Pipeline View

It is the intent of Keller Home Loans to sell all loans either servicing retained, or servicing released. The below Encompass Pipeline view provides information on the sale of the loan:

1PURCHASE Advice Date – Date loan was purchased by the investor.
Investor Name – Name of the investor who purchased the loan. We retain servicing on Fannie Mae, Freddie Mac and Ginnie Mae loans.
INVESTOR CASE/LOAN# - Investor Loan Number.
Portfolio Retention Sold To – The name of the investor that the servicing was sold to for bulk servicing transfer sales.
Disbursement Date – Date funds were disbursed on the loan; loans are boarded with our servicing vendor, Dovenmuehle Mortgage, Inc. (DMI) within 7-10 days from the disbursement date.
CLOSING DATE – Date the loan closed.
Servicing FAQ
5 | P a g e
CX.DMI.LOANNUMBER – DMI servicing loan number (which is not the same as our loan number in Encompass).
CX.DMIEXPORTED – The date the loan boarded to DMI’s servicing system. Once the loan is boarded, the borrower will be able to view their loan on our website - kwlends.yourmortgageonline.com.
Loan Number – The Encompass Loan number

Mortgage Recast

Payoffs

Private Mortgage Insurance (PMI)

If a borrower is current on their loan payments, PMI will automatically terminate on the date the principal balance of the loan is first scheduled to reach 78% of the original value of the property.

A borrower may request cancellation of PMI prior to the scheduled termination date. The loan will be evaluated to determine if the Loan-To-Value ratio (LTV) has reached 80% of the property’s original value, the borrower has a good payment history, the loan is current, and all agency guidelines have been met. Depending on if a property valuation is required, requests to cancel PMI may take up to 45-60 days to complete.

Mortgage Servicing Fee Schedule

Mortgage Servicing Related Fees	Fee Amount
Custom Amortization Schedule Fee charged to review the loan and create a customized loan payment schedule for the borrower which shows the effects of varying hypothetical changes to factors affecting loan payments.	$15
Foreclosure Fees and Costs Fees and costs charged that are paid by the lender after a borrower defaults to bring legal action in order to take possession of the property secured by the loan according to the loan documents. These include, but are not limited to, attorney fees for legal services performed and costs paid to a third party, such as a court clerk, sheriff, title company or other entity, for necessary expenses related to the legal proceedings.	Actual fees and costs vary by State
Late Charge Fee charged when the borrower’s loan payment is received after the expiration of any applicable grace period according to the loan documents.	As stated in loan documents (typically 2-5% of payment)
NSF (Non-Sufficient Funds) Fee Fee charged when the borrower’s loan payment is rejected by the borrower’s bank or cannot be honored because there are not enough funds in borrower’s account, the borrower’s account is closed, the borrower’s authorization is revoked or due to other reasons.	Varies by State
Modification Interest Rate/Term (plus title fee if applicable) Fee charged to review the loan in order to approve and process changes to the terms of the loan.	$450 - $1,875 (Please see the important Note below)
Modification Principal Reduction Fee charged to review the loan in order to approve and process a principal curtailment and recalculate the loan payment schedule based on the decreased principal balance.	$300 (Please see the important Note below)
Mortgage Loan Assumption (qualifying, plus cost of credit report, disclosure and recording fee, if applicable) Fee charged to collect and create the required documents in order to approve and process the addition of borrower assuming liability under existing loan.	1% of principal balance ($400 - $900) (Please see the important Note below)
Mortgage Loan Simple Assumption (Title change and/or addition of co-borrower without release of liability plus cost of disclosure and recording fee) Fee charged to collect and create the required documents in order to approve and process the addition of a borrower to liability under an existing loan.	$75 - $100 (Please see important Note below)
VA Title Change with Release of Liability (plus cost of credit report, title update fee and recording fee) Fee charged to collect and create the required documents in order to approve and process the release of a borrower from liability under an existing VA loan.	$300
FHA Title Change with Release of Liability (plus cost of credit report, title update and recording fee) Fee charged to collect and create the required documents in order to approve and process the release of a borrower from liability under an existing FHA loan.	$900
Title Change / Estate Planning / Trust Transfer (plus cost of recording fee) Fee charged to collect and review the required documents in order to approve and process a transfer of ownership of the property.	$0 - $100 (Please see the important information below)
Subordination Fee charged to collect and review the required documents in order to approve and process the priority status change of a loan to make it subject to (or in a junior lien position to) another loan as a result of, for example, a refinance of the first lien mortgage.	$0 - $500 (Please see the important Note below)
Pay by Phone with Representative Fee charged when the borrower elects to have a collection representative process a loan payment over the phone.	$11.50
Pay by Phone with Representative Fee charged when the borrower elects to make a loan payment over the phone through the automated Interactive Voice Response (“IVR”) system without the assistance of a collection representative.	9.50
Property Inspections After the loan is in default or notification is received that the property has not been maintained according to the loan documents, a fee is charged to inspect and document the physical condition and/or occupancy status of the property.	Standard Exterior Inspection - (Maximum amount of $30) Standard Interior Inspection - (Maximum amount of $45) *Based on loan type
Property Preservation After the loan is in default or notification is received that the property has not been maintained according to the loan documents, a fee is charged to secure and preserve the property and/or correct any conditions that may affect the property’s value or cause harm to the surrounding community. This includes, but is not limited to, the installation of locks, winterization, lawn maintenance, and repairs.	Actual Cost
Balloon Loan Reset Fee Fee charged to review the loan documents in order to modify a balloon loan to extend the maturity date.	As stated in the loan documents ($250 - $350) (Please see the important Note below)
Bankruptcy Fees and Costs After a borrower files for bankruptcy protection from creditors, fees and costs charged that are paid by the lender and related to the legal proceedings. These include, but are not limited to, attorney fees for legal services performed and costs paid to a third party, such as a court clerk, or other entity, for necessary expenses related to the legal proceedings.	Actual fees and costs vary by State

All fees listed are basic loan servicing fees.

Fees will be charged to the extent permitted by applicable GSE guidelines, investor requirements, the mortgage documents and State and Federal law. This fee schedule provides general information on common fees and costs that a borrower may incur on a mortgage loan account. This fee schedule is not specific to any particular state, and it is not a complete list of all costs that could be assessed to a mortgage loan account such as non-standard fees. For example, additional fees and costs may be incurred if the mortgage loan becomes delinquent, the borrower files bankruptcy, or the property associated with the mortgage loan becomes subject to litigation. Such fees could include, but are not limited to, court costs and attorney fees. These fees and costs vary with the circumstances of the case and the nature of the work performed. This fee schedule is subject to change without prior notice. Important Note: The borrower can contact DMI for the exact fee for performing this service by contacting DMI at (855) 652-9097. When the borrower requests the service, the applicable fee will be provided to them along with a list of the information that they will need to provide to DMI.

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