Loan Servicing | Grandbridge

S&P Global "Strong" ranked commercial primary loan servicer

We provide portfolio management nationwide for all capital providers including Fannie Mae, Freddie Mac, Ginnie Mae, insurance companies, banks and more than 375 securitizations. By retaining servicing on the majority of loans we close, including agency transactions, we're able to provide a level of service unsurpassed in the industry. Our knowledgeable professionals handle each client’s needs with expert care while staying engaged through the life of the loan.

Together with our expansive online servicing platform offering real-time loan information, best-in-class support is just a call or click away.

Customer Service

Our Customer Service professionals are available to assist you Monday through Friday from 8 am to 5 pm ET.

877-262-6063

Servicing@Grandbridge.com

FAQ

Have questions about loan servicing and asset management? Find the answers you need for these topics:

General servicing
Borrower Insight^®
Payments
Taxes and insurance
Borrower requests
Reserves

Loan Servicing Forms

Automatic Payment (ACH) Authorization (PDF)

Post Closing Contact Information Request (PDF)

IRS Form W-9 (PDF)(opens in a new tab)

General servicing

Find answers to general servicing frequently asked questions.

How can I find my servicing contacts?

Your servicing contacts are located in Borrower Insight on the Dashboard tab.

If you're unable to locate your servicing contacts in Borrower Insight, please call Customer Service for assistance at 877-262-6063 or email Servicing@Grandbridge.com.

My contact information has changed. How do I notify Grandbridge?

You can update your contact information by completing and returning the Post Closing Contact Information Request form (PDF).

How do I obtain an amortization schedule?

Amortization schedules are available in Borrower Insight.

In Borrower Insight, follow these steps from the Loan Level dashboard:

Choose Reports
Select Amortization Schedule

How do I access loan or escrow activity reports?

Loan and escrow activity reports are available in Borrower Insight.

In Borrower Insight, follow these steps from the Loan Level dashboard:

Choose Reports
Select Loan History
Enter your desired date range in the Report Criteria section. You can enter the dates manually or choose the calendar icons to select the date range from a calendar. If manually entering the date range, please use format: mm/dd/yyyy.
Select PDF Report or Excel Report to download a copy of the report

Borrower Insight

Find answers to Borrower Insight frequently asked questions.

How do I register for Borrower Insight?

You can register online in about 10 minutes.

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:

Go to the Log In button in the top right hand corner of your screen
Select New? Click here to register.
Complete the sections User Information, Personal Information, Company and Contact Information. Once all items are completed select Save at the bottom of the page.
Choose a watermark and passphrase to confirm your identity, answer each of the security questions and then select Save Watermark, Caption and Questions.
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.

What loan information can I access with Borrower Insight?

You can view, download and print up-to-the-minute loan information.

Borrower Insight provides 24/7 access to your:

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

What if I forget my Borrower Insight username?

If you're unable to remember your Borrower Insight username, please call Customer Service at 877-262-6063 or email Servicing@Grandbridge.com for assistance.

What if I forget my Borrower Insight password?

If you're unable to remember your password, please try resetting it online. From the Borrower Insight Log In page, select Forgot your password? and follow the on-screen instructions.

If you're still unable to access your account, call Customer Service at 877-262-6063 or email Servicing@Grandbridge.com for assistance.

I added multiple loans to my Borrower Insight account, but they're showing as “pending”. What should I do?

If your loans are showing as “pending” in Borrower Insight, please call Customer Service at 877-262-6063 or email Servicing@Grandbridge.com and let us know you've added multiple loans to your account.

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.

Will I be charged a fee for using Borrower Insight?

No. Grandbridge doesn't charge a fee to use or access Borrower Insight.

How do I toggle between different loans in Borrower Insight?

If you have multiple loans in Borrower Insight, simply select Asset in the drop-down menu bar to change loans.

Can I view my billing statement in Borrower Insight?

Yes. Billing statements are available in Borrower Insight.

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

Payments

Find answers to payment frequently asked questions.

How can I make a payment?

We offer a variety of convenient payment options.

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:
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.

How do I set up automatic monthly payments?

Automatic payments are a convenient and worry-free way to make your monthly loan payments.

To sign up for this free service:

Download and complete the Automatic Payment (ACH) Authorization form (PDF).
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
  214 North Tryon Street, Floor 20
  Charlotte, NC 28202

How long does it take to set up automatic payments?

After we’ve received your completed Automatic Payment (ACH) Authorization form (PDF) and voided check, automatic payments typically begin on your next payment due date.

How do I change the bank account for my automatic payments?

If you wish to change the bank account for your automatic payments, please provide your new bank account information as soon as possible to avoid missed payments.

Download and complete a new Automatic Payment (ACH) Authorization form (PDF).
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
  214 North Tryon Street, Floor 20
  Charlotte, NC 28202

Taxes and insurance

Find answers to tax and insurance frequently asked questions.

How can I reach my tax and insurance contacts?

Our tax and insurance professionals can be reached by phone, email or mail.

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
214 North Tryon Street, Floor 20
Charlotte, NC 28202

Where can I locate my current tax and/or insurance escrow balance?

Your tax and/or escrow balance can be found on your monthly billing statement. It's also available in Borrower Insight.

How can I get copies of my tax bill(s)?

Many jurisdictions mail tax bills directly to the owner of record, per the municipalities’ tax records.

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 .

Where should I send my insurance invoices for payment?

Please forward insurance invoices for payment to the insurance department.

Choose the method that's best for you:

Email: Insurance@Grandbridge.com
Fax: 704-334-7681
Mail:
Grandbridge Real Estate Capital LLC
214 North Tryon Street, Floor 20
Charlotte, NC 28202

Can I stop escrowing for my insurance and/or taxes?

To stop escrowing requires approval from your lender because the requirement for escrows is typically contemplated prior to the loan closing and is memorialized in the loan documents executed at closing.

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

Download and complete a new Automatic Payment (ACH) Authorization form (PDF).
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
  214 North Tryon Street, Floor 20
  Charlotte, NC 28202

Where can I locate proof of payment for my insurance premiums or property taxes?

Confirmation of escrowed tax and/or insurance bill disbursements can be found in Borrower Insight.

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.

When will my property taxes be paid?

Property taxes are typically paid between the tax due date and 30 days prior to the tax due date.

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.

I’m in the process of a property tax appeal. What should I do?

In order for us to provide you with the best possible service, please contact us as soon as the appeal is filed and provide your appeal documentation.

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.

Can I request property taxes be paid prior to year-end for taxes due the following year?

Yes. If you'd like to pre-pay taxes for the following year, please submit a written request to your tax analyst. Pre-payment requests must be submitted annually.

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.

My property’s assessed value has decreased. Can my monthly tax escrow amount be lowered?

We can't lower escrow constants based on decreased assessments alone. In addition to assessed values, tax millage rates can also change.

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.

My escrow analysis indicates a surplus. How can I collect the excess funds?

If you believe there are excess funds in your account, please contact your tax or insurance analyst.

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.

My insurance carrier or agent changed. What should I do?

If your insurance carrier or agent changed, please notify your insurance analyst immediately to ensure all insurance coverage requirements of your lender are met when coverage is written with the new carrier.

Why am I receiving renewal letters about my insurance coverage?

These letters are sent as a reminder that your insurance is due to expire soon and we haven't received proof of updated coverage.

We send renewal reminder letters to all borrowers, with a copy to the agent, at 60 and 30 days prior to the expiration date of your policy.

Why did I receive a request from Grandbridge to provide a complete copy of my insurance policy if there's already an insurance certificate or ACORD on file?

Generally, insurance certificates and ACORDs issued by insurance agents and carriers are for informational purposes only and can't be used to guarantee or enforce the coverages or provisions of the actual policy.

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.

How often will I receive an Escrow Account Disclosure Statement?

We analyze your tax and/or insurance escrow account at least once every 12 months to ensure there are sufficient funds being collected to make future scheduled payments.

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.

I received an Annual Escrow Analysis statement. Is there anything I need to do with it?

We recommend carefully reviewing your statement for accuracy and notifying us of any discrepancies.

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.

My property sustained a loss. What should I do?

If your property sustains a loss, please notify your asset manager with details.

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

I received additional and/or revised tax bills from the jurisdiction. What should I do?

Please forward any and all billings and/or correspondence from the taxing authority or tax department to us 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.

Borrower requests

Find answers to frequently asked questions about borrower requests.

How do I obtain a lender-approved payoff statement?

To obtain a payoff statement, contact Customer Service by phone at 877-262-6063 or by email at Servicing@Grandbridge.com.

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.

My property management company changed. What should I do?

Typically, a change in property management companies requires your lender’s consent prior to the start date of the new firm.

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.

How should I submit required financial reporting information, such as operating statements and rent rolls?

You can submit required financial reporting information, as outlined in your loan documents, to Financials@Grandbridge.com.

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.

Reserves

Find answers to frequently asked questions about reserves.

How often can I draw down on my reserves?

Please refer to your loan documents for guidance on the frequency of draw requests.

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

What documentation is required to release funds?

Please refer to your loan documents for guidance on the documentation required to release funds.

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.

Why do I need a lien waiver?

Lenders typically require lien waivers from each contractor and material supplier providing labor and/or materials for capital improvements as a means to confirm the vendor has been paid in full and that there are no outstanding claims against the property.

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.

Grandbridge Real Estate Capital LLC is a wholly-owned subsidiary of Truist Bank. Truist Bank is an Equal Housing Lender. Truist Bank, Member FDIC.