AFR Services Help:

Content

Using AFR Service's Internet service is quick and easy. Simply go to the AFR website at www.afrservices.com the AFR Home Page will be displayed:

Home Page

When the AFR Home Page is displayed, you will be able to:

Types of Clients

Flood Clients:

Insurance Clients: Note: Although Insurance Clients have been noted above, this Guide will focus on assisting you within the Flood Clients portion of the AFR website.

Logging In

To access your account online, simply click on Login at the top of the Home Page.

On the Login page, enter your Login ID and Password. If you don't know your Login information contact Customer Support at customersupport@afrservices.com or call to 1-800-995-8667 ext. 390.

Log In ID

Your Login ID is generally your AFR account number or an individual user email ID.

Password

During the initial setup process, AFR will send an email verification. In case that you forget your password, check with your administrator, or use the Forgot Password feature, or you can call AFR Customer Support for assistance at: 1-800-995-8667 ext. 390.

The password is case sensitive and must contain at least eight characters, one upper case, one lower case, one digit and one special character.

Note: The password affects all users that use the same Login ID. If you change the password, you will need to notify the other users within your organization of the change.

Pop-Up Blockers: Please take time to read AFR's policy on pop-ups located on the Welcome page.

After typing your Login ID and Password click in the LOGIN button. The Client Menu page will now be displayed.

Client Menu

Your organization information is at the top of the screen. If any of this information is incorrect, please contact AFR Customer Support to update your records.

From the Client Menu page you are able to:

In the Main Menu on the left side of the page is you will have two options:

Compliance: The intent of this section is to provide our customers with the most reliable and timely information relative to all Compliance issues. Click the link to access a comprehensive library containing NFIP news and information, Interagency Q&A's, OCC Bulletins, FDIC Information, FEMA Bulletins, frequently requested documents and a listing of upcoming map revisions.

FAQS: Click here to find answers to questions we regularly receive. Don't see your question? Contact Customer Support at: customersupport@afrservices.com or call to 1-800-995-8667 ext. 390.

Note: If a button is grayed out (e.g. "Tax request" button shown above), this means that you are not currently signed up to order this types of request. If you would like more information about these products, contact your AFR Sales Representative.

First Time Users Set-up

We are going to jump ahead in the Client Menu because First time users must complete several simple set-up steps before attempting to place a flood or AVM request order. You should verify your Client Profile information, set up Branches, authorize Requesters and Investor/Services.

From the Client Menu shown above, select "Modify your account information" and the following page will be displayed:

This page provides users with administrative privileges, the tools to correct or maintain account specific information. The Client Profile, Branch Name list, Requester Name list, and Investor/Servicer list can be edited. Each of these pages presents a self-explanatory screen when selected.

Select Click Here to Modify Your Client Profile and the Update Client Information Page will be displayed:

Update Client Information Page

Your Client Profile information will be displayed as shown above. Verify this information is correct. If changes are required please call AFR Customer Support for assistance.

Contracting for multiple AVM providers

If you have contracted with AFR to order AVMs from multiple providers (like in the picture above), please instruct customer support as to your order preference of AVM providers. Please call AFR Customer Support for information on the AVM providers.

Click on Back To Client Menu to go back

Set up Lender Branch Names

The Branch Name list is the list of all Branches you would want to use if you have multiple branches and you want to identify the branch which orders the flood request. The branch selected will appear on the flood zone determination certificate. The listing of the branches will appear as a pull down menu on the ordering page for the new flood requests. When you click Click Here to Add/Edit Branch Name the following page will be displayed:

Users can add branches by entering the branch name in the Input New Branch field and click Update to save the branch. To Edit or Delete Branches, click on any of those options for the corresponding branch. If Edit has been selected make the changes in that field to the Branch Name. When changes or additions have been completed, click Update to save changes.

Note: if you choose Delete, it will do it without a double check question.

Set up Requester Name

Note: every time that you select Back to Client Menu is going to take you to the Client Menu page, so you will have to select Modify your account information again.

The Requester Name list is the list of names of all users authorized to order flood requests. Unless your name is included on the list, you will not be able to place a flood or AVM request order. The information provided for each requester, will be associated with the requester dropdown menu on the ordering page. Also, the email provided for each requester will be used for notifications purposes, for completed requests as well as other notices.

Note: If you do not set up an email address for the Requester, you will not be notified by email. You will have to go to the View Existing Request page, to view the status of your Request.
See E-mail Notices below.

When you click on the Add/Edit Requester Name button the Update Requester Information page is displayed.

To add new requesters, simply type in Last Name, First Name and his/her corresponding email address, Phone and Fax numbers and click Update to save the information. To edit an existing requester's information, click on the Edit button to the left of the requester's name, edit the information that you want to change and click Update to save the changes. If a Requester is no longer authorized to order flood or AVM requests, click on the Delete button next to the Requester's name.

Set up Investor/Servicer Names

The Investor/Servicer Name list is a record of Investors/Services to whom the lender client sell it loans. The list will appear as a pull down menu on the ordering page for new flood requests. If you are selling your loan, you can indicate the Investor/Servicer at the time the flood request is ordered or at a later date through the editor option on the View Existing Request page.

When you click on the Add or Edit Investor/Servicer Name button the following page will be displayed:

To add a new Investor/Servicers simply type in the Name, Street address, City, State and Zip, Contact Name(if any), and corresponding Phone and Fax numbers, then click Update to save the information. To edit an existing Investor/Servicer information, click on the Edit button to the left of the Name. After editing click on Update to save the changes.

Select Back to Client Menu

Change Password and Forgot Password

Change password: AFR recommends that you contact Customer Support at: 1-800-995-8667 ext. 390 or at customersupport@afrservices.com to change your password.

When the reset password steps have been completed you are ready to order Flood Requests or AVM requests.

Note: The AVM order option is only available if you have contracted with AFR for this service.

Select Back to Client Menu.

Flood Request

From the Client Menu when you click the Flood Request button the Order New Flood Request page will come up.

Note: Your Client Number will be displayed at the top of the page, please verify the number displayed is the correct one.

The flood request order form is displayed in sections:

The latest four are collapsible sections, they can be expanded by clicking on the dropdowns located on the right corner of each section.

Required Information

This information designated by an asterisk (*), is the information that is Required in order to submit your request. If any of the required fields are blank, you will receive a notice that the following fields are required. Once you click Ok those blank fields will be designated by a Red asterisk. The branch field is required if you have set up a branch or branches from the Branch Set Up page.

The Branch, Requester and Investor/Servicer fields have el pull-down list from which you can select the appropriate input. The Branch field allows you to type in partial name an it will populate as per your input.

Note: The list for these pull down menus can be edited by going back to the main client menu and selecting Click Here to Modify your Account Information and choosing the appropriate item.

Begin completing Required Information fields by selecting your Branch, if applicable, followed by your name from the requester pulldown list which will also select your corresponding Telephone number (which can be edited). The Coverage, Rush, and HMDA fields can be changed unless the lender's agreement with AFR states otherwise.
Next, complete the Loan Reference Number, if applicable. Then, choose a Borrower Type, either as a Person or Company. If you choose Borrower Type as a “Company”, then last and first name fields are combined and displayed as one lengthy field, like this:

You can also use this option for joint borrowers. The Company field allows up to 48 characters.

Property to be researched

Street Field:
The Street field is of primary importance, and will influence the turnaround time for your request. Care is advised to assure the address you input is the actual property address to be researched (rather than a current mailing address, for example).
It is important to provide a complete street address to include directional prefix and street type, if available (Ex. 1500 S. Main Place as opposed to 1500 Main). Our program has been designed to provide the correct United States Postal Service (USPS) address which most closely matches your address request. It will correct misspellings, provide street types as well as provide multiple matches, if any, for your address request. If a standardized address is provided by AFR, you can select the appropriate USPS address or use the address you submitted.

Zip Code Field:
After entering the zip code, hit the enter key or the tab key. You will notice, the City, State and County fields have been populated. However, if you note an error to a field that has been auto populated simply click within the box and type the necessary correction. All other fields are not required. Now you are ready for the four dropdown sections.

By clicking on the dropdowns on the bottom right hand side of the box you will see the following:

Legal (Description)

This section allows for the pasting of a lengthy legal description. Once the determination is completed the legal description will follow on a secondary page known as the legal addendum. Please note that this section will only allow up to 8,000 characters. If you legal exceeds the limit you will need to upload your legal document (see below).

Comments

Notes to AFR:
This field should be used for any information, notes or greetings you wish to relay to members of the Research Department. As you type in this field, there is a counter that keeps track of the remaining number characters that you can enter in this field.

Notes on the Flood Zone Determination Certificate:
This field can be used to provide information that you would like to see printed in the Comments section on the completed flood determination certificate. There is a counter that keeps track of the remaining number of characters that you can enter in this field as well.

File Uploads

In File Description box you can select of type of document you wish to upload. Then click Browse and select the document to be upload. The types of files that can be uploaded are document type files(.doc, .docx and .txt), spreadsheet (.xls and .xlsx), acrobat files (.pdf) and image files (.jpeg,.gif,.tif and .png). If you have more than one file to send, click the little box and another File Box will open for you.

Additional Information to Expedite Your Request

In this section, the information fields are not required; however, they have the potential to expedite your request particularly, if the property is a rural property. Because locating property on a flood map is the most important and time consuming research task, any additional information on the location of the property could prove valuable.
The Lot, Block and Subdivision fields are self-explanatory, so enter them here if applicable.
SEC, TWNSHP and REG is shorts for Section, Township and Range; which is a type of grid system used in many states. If applicable and available, please provide.

Providing the name of the Current Property Owner is important when a property is being purchased by your client/borrower. Knowing the name of the current property owner is very helpful to the research analyst when the address information alone is insufficient to locate the property.

The Fax Legal? dropdown allows to say YES or NO as to whether or not you wish to fax the legal information. If you check YES, once you submit the order, you will be allowed to print a fax cover sheet.

The New Structure? dropdown allows you to select NEW or EXISTING structure. This helps the map researchers choose the proper beginning point in their research.

Now it is time to submit the request for determination, so you have a decision to make Submit or Reset. The Reset button will clear all fields and you can begin a different order. If you are ready to submit, click the Submit button.

After Submitted

Once you submit your request, 1 of 3 screens MAY appear, though not all of them, but possibly, depending on how the request is handled inside our system. You will now see a small screen shot of each, followed by a detailed explanation as to what that first sentence was all about.

1-Address Verification

Note: If you DO NOT see this page, our system liked your address and is continuing to process your order… please continue to read, or you can skip to Screen 2.

If you will notice under the heading You Submitted, the word PRESTON PARK was entered incorrectly as PRESTON PERK on the order page, and our system discovered this and is reporting the error to the user. Our program has been designed to provide you the correct United States Postal Service (USPS) address which most closely matches your address request. It will correct misspellings, provide street types as well as provide multiple matches, if any, for your address request. You can then decide which one to select, and then click the appropriate submit button.
If you do not like the AFR Found choice(s), simply submit the address you originally submitted. This often happens if the street is a new street, or rural in nature, so don’t be alarmed if the AFR options are not to your liking. If you click Cancel and Return to Request Form you will return to a blank order form on the Order Request page.

2-Your Request Has Been Submitted

The next screen or possibly the first screen that you see is:

If you receive this screen, your request is still in process. As the text states, "Additional research by AFR is needed to complete this request and AFR will notify you by email when this request is completed."
This message does not indicate there is a problem with the request, nor does it suggest the property may lie in a special flood hazard area. Its purpose is only to inform you that your request is being processed and additional research time by AFR's research analyst is needed to complete your request.

You can also use this page to Order an AVM, as the property information is preloaded based on your flood request. You can also order a New Request, Order Appraisal and Order Inspection from this page.

Once the determination is complete, the completed certificate will be emailed to you. When you receive the email, dependent upon your email setup, it should look like:

Note: If you did not set up an email address for the Requester, you will not be notified by email. You will have to go to the View Existing Requests page to view the status of your request, which will be discussed later in the booklet.

3-Determination Completed

The last, second or quite possibly the first screen that you see is:

If this is the first screen you see, do not be alarmed, as many of the flood requests you order will be completed immediately, and the results will be available within a few seconds after the request is submitted. Within this window, you can print or email the determination, order an AVM or place another order, all by simply clicking any of the buttons above the summary.
If you select PRINT, the completed Standard Flood Hazard Determination Form will attempt to load for you, using Adobe Acrobat Reader. A new window will display the form as:

To Print the form move your mouse around the PDF form and it will show different options, select the printer, and the certificate will be sent to your local printer.

Close the pdf windows and you will see the Determination Completed page.
Note: If the windows does not load properly you may need to install Adobe Acrobat Reader. You can do so by following the link provided in the original email.

Go to Back To Client Menu.

AVM request

If you have contracted with AFR to order AVMs from a single AVM provider or multiple AVM providers, your Order New AVM Request page will be displayed. To order an AVM simply enter the information. Required fields with be marked with an asterisk (*).

If a value can be found, a new window will pop-up allowing you to print your property valuation report

If a report is not available you will receive a notification message like the next one:

Go to Back To Client Menu.

Desktop Appraisal request

From the Client Menu page click the Desktop Appraisal request button and the Order New Appraisal Request page will appear marked with an asterisk (*),

Once you enter the information click the Submit button and a screen will appear confirming the submission.

From this page you could also Order AVM or could Order Inspection but for a logical order we are going back to the Client Menu page.

Click on Back to Client Menu

Site Inspection request

From the Client Menu page click on the Site Inspection request button and the Order New Inspection Request page will be displayed.

Required fields are marked with an asterisk (*). Once you enter the information click on Submit and a screen will be displayed confirming the submission

Note: Unlike Flood Requests, Site Inspection request cannot be edited. Contact Customer Service in order to correct or change the address previously requested. Once AFR receives your completed Site Inspection, you will receive an email with the results.

Click on Back To Client Menu

Tax Request

From the Client Menu click on the Tax request button, and the Order New Tax Request page will come up with fields for you to enter information about the loan.
Remember if you miss one of the required fields marked with an asterisk (*), when you press Submit you will receive a message saying which field you are missing.

You also have three dropdown sections, they are not marked as required but without the File Upload and Additional Information field completed you will not be able to Submit your order.

Once you click the Submit button, a screen will come up confirming the submission and provide you with the Order and Contract Numbers.

Note: Once a Tax request has been made edits are not allowed. If something is incorrect contact Customer Support for assistance Please note: depending on the edit (such as correcting loan number), you may be asked to reorder the Tax certificate.

View existing requests

The existing requests page is useful in keeping track of submissions and viewing the status of those submissions. You can also print completed documents, print an Investor/Servicer as the Lender, make edits to flood requests (in process or completed), email completed documents, order additional products for the property and pay off loans.

To view all IN PROCESS and COMPLETED orders, click on the View existing requests button from the Client Menu page and the Existing Requests page will be displayed.

The Search Criteria will show Flood by default in the product dropdown, and 5(days) in View.

Search Criteria:

-Product dropdown: Select the product you want to view. If is not listed, you are not currently signed up to order that product.

-View Days dropdown: Select the amount of days. If the determination was made longer than 90 days select the ALL option.

-Requester dropdown: Select the name of the original requester of the determination from the list.

-All Accounts checkbox: If you are enable to see the "All Accounts" checkbox, select this option to view all accounts for your institution.

-Search By dropdown: Several choices are available here to search for product(s). Once you select the appropriate option for your search, type the information in the field to the right of the dropdown menu.

When all desired fields are completed click on the Search button and the results will appear at the bottom of the screen in a table.

-Print: If you want to print a copy of a COMPLETED product, simply click the Print link to the left of the Borrower name.

Existing Flood Determination Requests

Click on the Borrower name to go to the Existing Flood Determination Requests details page.

There are several options available from this page, depending on the status. The status will tell you why certain options are not available at the time. Depending on your account type you may see the options like in the picture above or you may see the next Menu.

Note: If some buttons are grayed out that means those options are not available for that determination.
For the purpose of this guide we are going to talk about all these options assuming they are going to be available.

Print Cert:
Click on the Print Cert button to print the determination.

Edit:
Edits can be done to Completed or In Process flood determinations. However, there are certain situations that will prevent edits from being made.

After making your changes click on the Update button and a summary page will be displayed.

Confirm your edits by clicking on Update.

If the requested edits potentially change the location of the property or the loan number is being edited in conjunction with a name or address change, the edit will not be immediately accepted. Please enter your information into the provided form and click the Email button to send the changes to our Customer Support department.

Cancelling Loans:
If a loan was not processed, the determination may be cancelled. Our system will show the determination in a "Deleted" status. Please send an email to either Accounting at: accounting@afrservices.com or Customer Support at: customersupport@afrservices.com with the entire control number (9003001A-I1234) in your subject line and request that the determination be deleted.

Paying off Loans:
AFR Services has gone to an automated process for paying off loans that is quick and easy!
To mark a loan as paid off in our systems, first click on the Pay Off Loan button on the right menu of your determination. When you click two windows will pop-up:

An email window

A Pay Off Loan confirmation screen. Verify that the certificate control number is the one that you want to mark as paid off. If you send the email click the Continue button. The email must be sent in order for a record to be made that the loan was paid. If you did not send the email, click the Click here link to regenerate the email.
If everything is correct click Continue.

Note: You may receive an additional pop-up window from your security software asking for your permission to continue.
Click Allow.

A Confirmation page will be displayed providing a Print button that allows a copy of the payoff confirmation to printed and placed in your loan files. Click Close when you finish.

Order AVM:
Click on Order AVM button and the AVM order page will appear and self-populate. Fill any required field that may be empty and click on the SUBMIT button and your AVM has been ordered!
If you have questions, you may wish to review the AVM REQUEST section shown earlier in this document.

Note: Unlike Flood Requests, AVM requests cannot be edited. A new request must be submitted in order to correct or change the address.

Recertify:
When you click on the Recertify Flood Request a populated form will be displayed. You will also be asked to mark the status of the original loan.

When you press Submit you may receive an instant result:

If additional research is required you will receive this message.

Order Desktop Appraisal:
When you click the Desktop Appraisal button the Order New Appraisal page will be displayed and it will be self-populated. Fill in the appropriate fields for this request and click Submit.

Note: Unlike Flood Requests, Desktop Appraisal requests cannot be edited. Contact Customer Support in order to correct or change the address previously requested.
Upon completion you will receive an email with the results.

Order Site Inspection

Click the button and the Order New Inspection Request page will be displayed with many fields pre-populated. Add additional information if warranted and click Submit.

Note: Unlike Flood Requests, Site Inspection requests cannot be edited. Contact Customer Support in order to correct or change the address previously requested.
Upon completion you will receive an email with the results.

Existing AVM Requests

In the Existing Requests page on the Search criteria area at the Product dropdown select AVM and then fill in the necessary fields. When all desired fields are complete you most click Search.
After clicking Search the result will appear at the bottom of the screen in a table.
Note: Hitting Enter will not produce results.

Go to View existing requests to see more details about the dropdown fields.

When you click on the element that you were looking for, a new windows will be displayed, showing details about that property. Unavailable selections will be grayed out.

Existing Appraisal Requests

On the product search dropdown select Appraisal and modify the search according to your needs, after that, click Search and a table will appear at the bottom of the search page.
Note: Hitting Enter will not produce results. You must click Search

When you click on the element that you were looking for, a new windows will be displayed, showing details about that property. Unavailable selections will be grayed out.

Existing Inspection Requests

In the Existing Requests page on the Search criteria area at the Product dropdown select Inspection and then fill in the necessary fields. When all desired fields are complete click Search. The results will appear at the bottom of the screen in a table.
Note: Hitting Enter will not produce results.

When you click on the element that you were looking for, a new windows will be displayed, showing details about that property. Unavailable selections will be grayed out.

Existing Tax Requests

On the product search dropdown select Tax. Click Search and a table will appear at the bottom of the search page.
Note: Hitting Enter will not produce results. You must click Search

When you click on the element that you were looking for, a new windows will be displayed, showing details about that property. Unavailable selections will be grayed out.

View Reports

To access the reports feature, click on the View Reports button from the Client Menu page. From this page you can run a full history, In Flood Zone or History Report.

In Flood Zone Report: This report can be used for upcoming exams/audits to list structures that are located in a SFHA. Note: attempt to resolve all partial determinations prior to an examination or audit.
History Report: This report shows all determinations the bank has pulled either for the entire period of time completed by AFR for a date specified range.

In Flood Zone Report

Click on Click Here to View the In Zone Report button and the In Flood Zone Report page will come up.

After entering your Report criteria click Generate. The report will be viewable on the screen that comes up. To print and/or manipulate this report (i.e. for sending a bulk list of paid off loans in an Excel spreadsheet format), select a format from the drop-down menu. When you select a format, the Export link will turn blue, allowing you to click on it and open the file in your selected format.

History Report

Click on the Click Here to View the History Report button to access the options to run the report.

After entering your Report Criteria, click the Generate button. The report will be viewable on the screen that comes up. To print and/or manipulate this report (i.e. for sending a bulk list of paid off loans in an Excel spreadsheet format), select a format from the drop-down menu. When you select a format, the Export link will turn blue, allowing you to click on it and open the file in your selected format.

Log Out

Any time that you wish to Exit AFR's Website just click on the Log Out button which appears in the upper right hand corner of every page.

Session Time Out

To ensure security of information, the application will automatically log off after 30 minutes of inactivity.

The user may return to the application by logging back using the log in the upper right-hand corner.

Common User

A Common User is allowed access to both AFR Insurance Services and AFR Flood Services using the same Login ID and Password.

Upon Login, the Common User will select the appropriate AFR service icon as shown below.

In order to return to the Common Landing Page from AFR Insurance Services, simply click on Dashboard at the top of the page.

In order to return to the Common Landing Page from AFR Flood Services, simply click Home and then Dashboard at the top of the page.

If you have any comments or questions regarding the Need Help? guide, please contact Customer Support at customersupport@afrservices.com or call to 1-800-995-8667 ext. 390.
Thank you.