Loan Servicing

To get started, you’ll need to have your Grandbridge loan number, ZIP code where your monthly statement is mailed, last four (4) digits of your entity’s tax ID number and the borrower name on the loan.

To register online, follow these steps:

1. Go to the Log In button in the top right hand corner of your screen
2. Select New? Click here to register.
3. Complete the sections User Information, Personal Information, Company and Contact Information. Once all items are completed select Save at the bottom of the page.
4. Choose a watermark and passphrase to confirm your identity, answer each of the security questions and then select Save Watermark, Caption and Questions.
5. Registration is complete and you can return to the log in screen to sign on

Note: Your email address can't be changed after registration is complete. Should your email address change after registration, you'll need to repeat the Borrower Insight registration process using your new email address.

Borrower Insight provides 24/7 access to your:

• Balances
• Payment history
• Loan documents
• Reports
• Servicing information
• Billing details

A customer service professional will approve the addition of multiple loans to your account, ensuring you have complete access to all of your loans in Borrower Insight.

To request statement copies, please call Customer Service at 877-262-6063 or email Servicing@Grandbridge.com.

Choose the method that’s best for you:

• Automatic payments: Have your monthly payment automatically drafted from your checking or savings account. Complete and return the Automatic Payment (ACH) Authorization form (PDF) to set up automatic payments.
• Mail: Send your payment through one of the following options:
  

  UPS or FedEx
  Grandbridge Real Estate Capital LLC
  Attention: 890817
  5130 Parkway Plaza Blvd.
  Charlotte, NC 28217-1964
  

  USPS (USPS and USPS Priority received after 7:30 am ET is processed next business day)
  Grandbridge Real Estate Capital LLC
  Lockbox 890817
  Charlotte, NC 28289-0817
  
  

• Wire: Wiring instructions can be found on your Grandbridge billing statement or in Borrower Insight under Payment then Customer Remittance Instructions.
  
  If you need additional assistance, please call Customer Service at 877-262-6063 .
  
  

Note: Please make your checks payable to Grandbridge Real Estate Capital LLC.

To sign up for this free service:

1. Download and complete the Automatic Payment (ACH) Authorization form (PDF).
2. Return the completed form and a copy of your voided check. Choose the method that's best for you:
   • Email: Servicing@Grandbridge.com
   • Fax: 866-665-0246
   • Mail:
     Grandbridge Real Estate Capital LLC
     Attention: Servicing ACH Processing
     200 South College Street, Suite 2100
     Charlotte, NC 28202

1. Download and complete a new Automatic Payment (ACH) Authorization form (PDF).
2. Return the completed form and a copy of your voided check. Choose the method that's best for you:
   • Email: Servicing@Grandbridge.com
   • Fax: 866-665-0246
   • Mail:
     Grandbridge Real Estate Capital LLC
     Attention: Servicing ACH Processing
     200 South College Street, Suite 2100
     Charlotte, NC 28202

Choose the method that's best for you:

• Phone: 877-262-6063
• Email:
  Tax department: Taxes@Grandbridge.com
  Insurance department: Insurance@Grandbridge.com
  

   

• Mail:
  Grandbridge Real Estate Capital LLC
  200 South College Street, Suite 2100
  Charlotte, NC 28202

   

If you didn't receive your tax bill(s) by mail and would like to request a copy, please email the tax department at Taxes@Grandbridge.com.

Choose the method that's best for you:

• Email: Insurance@Grandbridge.com
• Fax: 704-334-7681
• Mail:
  Grandbridge Real Estate Capital LLC
  200 South College Street, Suite 2100
  Charlotte, NC 28202

   

If you'd like to stop escrowing, please contact us for instructions on submitting a formal request for to your lender for this change.

1. Download and complete a new Automatic Payment (ACH) Authorization form (PDF).
2. Return the completed form and a copy of your voided check. Choose the method that's best for you:
   • Email: Servicing@Grandbridge.com
   • Fax: 866-665-0246
   • Mail:
     Grandbridge Real Estate Capital LLC
     Attention: Servicing ACH Processing
     200 South College Street, Suite 2100
     Charlotte, NC 28202

For property taxes, an increasing number of tax jurisdictions are reporting tax amounts to mortgage servicers in an electronic-only format. As a result, we may not always be able to acquire a stamped receipt for proof of payment, but can confirm receipt of payment through your jurisdiction.

Because property taxes are paid through a third-party tax service, your tax analyst may not be able to provide you with an exact date of payment. However, you can access the transaction information reflecting the date the property tax funds were sent in Borrower Insight.

With the exception of a few jurisdictions where full payments are required, and to avoid risking the opportunity for appeal, Grandbridge won't be responsible for the appeal process. Failure to promptly notify Grandbridge of an appeal may result in our payment of the current tax bill.

Note: Because of the high volume of tax payments due at year-end, we can't guarantee payment by December 31 without sufficient advanced notice.

If you'd like to have your escrow constants lowered, please provide us with either a new bill or documentation from the jurisdiction indicating a new, lower dollar amount due for subsequent payments.

Note: We must receive a paid receipt from your agent documenting that annual premiums for all policies have been paid in full. Surplus escrow funds can't be released if you have any outstanding holds on your account, such as failure to provide financial statements, no current rent roll on file, unpaid late charges or non-compliant insurance coverages. Any outstanding holds should be resolved prior to initiating the refund process.

Providing a complete copy of your insurance policy protects you and your lender. If you're unable to provide a complete copy of your policy, some lenders will accept policy declarations and applicable endorsements. Please contact your insurance analyst for additional details.

Your analysis includes a 3% anticipated annual escrow increase. In the event of increases where shortages occur, more than one analysis may be performed in a 12-month period.

Your escrow analysis statement shows what's projected to be paid out of your escrow account over the next 12 months and ensures your property taxes and related insurance premiums are current.

If you're unable to contact your asset manager, please notify Customer Service at 877-262-6063 or by email at Servicing@Grandbridge.com.

If your city or county issues a revised/finalized billing, supplemental billing, special assessment or any amount due outside of the normal tax cycle, we'll likely not receive a copy. We can't be held responsible for penalties accrued as the result of a borrower failing to forward additional and/or revised billings.

Please be prepared to provide your loan number, property name and desired date of payoff, as detailed in your loan documents. Our asset management team will process your request and provide a payoff statement.

For more information regarding the specific process for your loan, please contact your asset management representative, or contact Customer Service at 877-262-6063 or email Servicing@Grandbridge.com. We'll supply any applicable forms you'll need and provide a list of information required to start the process.

Note: An expense deposit may be required if legal counsel must be engaged as part of the process.

Please include your Grandbridge loan number and the property name and in your email. In the subject line, include a brief description of the information you're emailing.

For Fannie Mae or Freddie Mac originated loans, the Loan Agreement or Replacement Reserve Agreement (if applicable) will set forth the terms for disbursements.

For Fannie Mae or Freddie Mac originated loans, the Loan Agreement or Replacement Reserve Agreement (if applicable) will set forth the required documentation.

We can provide forms to assist you with document preparation. For assistance, please contact your asset management representative, or contact Customer Service at 877-262-6063 or by email at Servicing@Grandbridge.com.

Note: In the event your management company has already changed, please contact your asset management representative immediately to determine the steps necessary to seek the lender's approval and ensure all borrower contact information is up to date.

Depending on the amount of the project, a lien waiver may or may not be required. For assistance evaluating the necessity of a lien waiver request, please contact your asset management representative, contact Customer Service at 877-262-6063 or email Servicing@Grandbridge.com.