Most Common Questions

Who is my Servicing contact?

Use the Loan Contacts search to find contact information for your loan. You will need your NorthMarq loan number (six or seven digits).


How do I get a username and password to log into the Client Portal?

  1. Go to the Client Portal: https://client.northmarq.com 
  2. Click on “Not a member?”
  3. Complete the registration form to set up an account. You will receive a confirmation email that contains a link to create a password.
  4. When you have set up a password and reviewed the Terms & Conditions, you can request permission to view loan information using the “Request Loan Access” feature. You will need your NorthMarq loan number and the borrowing entity’s SSN/TIN (without dashes) to complete the request form.

Here’s a quick video demonstrating the process. 


How do I request access to a loan?

Watch this quick tutorial on how to request loan access, or follow these steps in the User Guide.

  1. Log into your Client Portal account.
  2. Use the Request Loan Access tab found next to the “Home” button in the main navigation. You will need your NorthMarq loan number and the borrowing entity’s TIN/SSN. Do NOT include any hyphens in the TIN/SSN field.
  3. Your request will be routed to your Client Portal Loan Administrator for review.

If a party other than NorthMarq collects payment for your loan, the automated process for granting access is not enabled. Your loan’s record in our Client Portal does not have an associated TIN, which is required to request access. Contact clientportal@northmarq.com to request access.


How do I access my billing statement online?

  1. Log in to the Client Portal: https://client.northmarq.com/.
  2. Select the loan from your home page.
  3. Click on the Documents tab and locate the billing statement.


Who is my Loan Administrator?

Generally, the default Loan Administrator will be the person who signed the loan documents, or the person who receives automatic notices regarding requests for financial data from NorthMarq’s servicing department. More than one person can be designated a Loan Administrator for a company. For privacy reasons, we cannot readily disclose who specific Loan Administrators are. If you have submitted a loan access request that has not been addressed, please contact clientportal@northmarq.com for assistance.


Client Portal: Registration

How do I get a username and password to log on?

  1. Go to the Client Portal: https://client.northmarq.com/.
  2. Click on “Not a member?”
  3. Complete the registration form to set up an account. You will receive a confirmation email that contains a link to create a password.
  4. When you have set up a password and reviewed the Terms & Conditions, you can request permission to view loan information using the “Request Loan Access” feature. You will need your NorthMarq loan number and the borrowing entity’s SSN/TIN (without dashes) to complete the request form.

Here’s a quick video demonstrating the registration process. 


What Social Security / Tax Identification Number should I enter on the registration form?

The TIN number (without dashes) should correspond with the borrowing entity listed in the Deed of Trust or Mortgage.


Do I have to create a separate account for each loan?

No. Once you have established a username and password, you can add multiple loans to your account.


The link in the automated “welcome” email expires seven (7) days after it was created. If the link has expired, you can generate a new email with an active link using the “Forgot your password” option on the Client Portal login page. You will need to enter the username included in your original “welcome” email. A new automated email with an updated link will be sent to your email address. Use that link to complete the registration process.


Client Portal: Account Navigation

How do I switch between the loans on my account?

  1. Log in to your Client Portal account.
  2. Click on a loan number on your home page, or click on the “Loans” tab and select a loan from the list.


How do I access my billing statement online?

  1. Log in to your Client Portal account.
  2. Select the loan from your home page.
  3. Click on the Documents tab and locate the billing statement.


How do I view a billing statement for a previous date?

  1. Log in to your Client Portal account.
  2. Select the loan from your home page.
  3. Select the Documents tab and locate the Billing Statements folder. Billing statements prior to September 1, 2020, can be found in the “Document Archive” folder.


How do I obtain an amortization schedule?

  1. Log in to your Client Portal account.
  2. Select the loan from your home page.
  3. Click on the Documents tab and locate the Amortization Schedule.

In the event there is not an existing Amortization Schedule or a modification of the loan has taken place, a new Amortization Schedule will need to be generated. To request a new Amortization Schedule:

  1. Select the Contact Us tab.
  2. Complete the Customer Support form and request the Amortization Schedule within the Description section.
  3. Click Submit. A new Amortization Schedule will be available under the Statements/Documents tab within one (1) business day.


How can I request a Loan or Escrow activity report?

  1. Log in to your Client Portal account.
  2. Select the loan from your home page.
  3. Click on the Documents tab and locate either the Loan Activity or Escrow Activity Report. Historical reports can be found under the “Document Archive” folder.


Why can’t I see all loan activity, payment history or the billing statement for my loan(s)?

If NorthMarq is not responsible for collecting payments on your loan(s), the Client Portal will not display the loan activity, payment history, or your billing statement. Please contact us at clientportal@northmarq.com if you have additional concerns.


Client Portal: Troubleshooting

I forgot my username.

Your username is available in the “welcome” email from clientportal@northmarq.com. If that automated email is no longer available, please send an email to clientportal@northmarq.com to request your username. 


I forgot my password.

  1. On the Client Portal login screen, click “Forgot your Password?”
  2. Enter your username.
  3. Click “Reset Password.”

An email will be sent to the address associated with your username with a link to reset the password.


Why am I not receiving my password reset email?

There are two reasons you may have trouble receiving the password reset email:

  1. Make sure you use the correct username on the Password Reset screen. If NorthMarq created your account, be sure to use the username included in the welcome email (and note that it’s not just an email address). If you created your own account, enter the username you selected during the registration process.
  2. If you are using the correct username, your email provider may be marking the password reset email as spam or blocking it. Check your Junk or Spam folder for an email from “NorthMarq Client Portal.”  We recommend adding clientportal@northmarq.com to your safe senders list to ensure you receive future emails.
    • If you use Outlook you can mark NorthMarq as a safe contact by going to Home > Junk > Junk Email Options > Safe Senders > Add. Enter ClientPortal@NorthMarq.com in the field and click “OK.” Click “Apply” and then “OK” to close the Junk Email Options window.


Why don’t I see any loans (or a specific loan) on my home page?

Your account has not yet been associated with any active loans or the specific loan in the Client Portal. Use the “Request Loan Access” feature to identify the loans(s), and your request will be routed to your Client Portal Loan Administrator for review. 

Watch this quick tutorial on how to request loan access or follow these steps in the User Guide.


I need help using the "Upload Files" feature.

The “Upload Files” feature available on the home page of the Client Portal allows you to upload one or more documents to a single loan or to multiple loans. Instructions are available in the upload tool. For a demonstration of how to use the upload tool, you can watch this video. Step-by-step instructions are also available here in the User Guide.


Do I need to use a particular browser for the Client Portal?

We recommend using the latest versions of Chrome, Firefox, or Safari when browsing the Client Portal. Internet Explorer is not compatible with some of the features on the site.


Client Portal: Loan Administrator Information

What does a Loan Administrator do?

The Loan Administrator in the Client Portal grants or removes access for approved users to view loan information and documents on a loan-by-loan basis. Any requests sent through the “Request Loan Access” feature will automatically alert the loan’s designated administrator(s) to review the request.


Who is my Loan Administrator?

Generally, the default Loan Administrator will be the person who signed the loan documents, or the person who receives automatic notices regarding requests for financial data from NorthMarq’s servicing department. More than one person can be designated a Loan Administrator for a company. For privacy reasons, we cannot readily disclose who specific Loan Administrators are. If you have submitted a loan access request that has not been addressed, please contact clientportal@northmarq.com for assistance.


How do I review/approve loan access requests?

Watch this video for a quick tutorial on how to navigate Loan Administrator rights in the Client Portal or follow the steps in the User Guide

NOTE: Only users designated as Loan Administrators will have the ability to review or approve loan access requests.

If you are a Loan Administrator and receive an email notification with an access request for a specific loan, please log into your Client Portal account. There are two ways to review/approve access:

  • Option 1: You will see the request for access to the loan on the Home page under Share Access. Click the link to take you to the Loan Access Request Case. Here you can choose to either grant Borrower/Admin or Read/Write access, or Deny Access to the loan.
  • Option 2: Click on a loan and then click on the “Grant Access” tab. Here you will see a list of users connected to that loan and their current permission status. To adjust an individual’s permissions, click on the corresponding button to the right of his/her name.

Permission Levels:
The “Borrower/Admin” option gives that person the ability to change permissions for other users. “Read/Write” gives the person view-only access to information within the system.  Choose the “None” option to remove access to the loan for each person.


How can I add another user to a loan?

When viewing a specific loan, you can use the “Add” function on the Grant Access tab to search for other Client Portal users to grant them access to a particular loan. If you are unable to find a particular user when you search using the “Add” option, please follow these steps:

  1. Confirm with the individual that they have created and activated a Client Portal account (i.e., they have established a unique password and accepted the terms and conditions).
  2. Ask that person to complete the “Request Loan Access” form and submit it.
  3. Review your “Share Access” case requests in the Client Portal (using the list on your Client Portal home page) and grant access using the available options.

Once you have completed this process on one loan, you should be able to search for the individual using the “Add” function and add them as a user on other loans for which you are a Loan Administrator.


Asset Information

How do I obtain a lender-approved payoff statement?

NorthMarq will require a written request to be submitted a minimum of 30 days (unless otherwise stated within the Promissory Note) prior to the tentatively scheduled closing date. Please review the terms of your Promissory Note for complete details. Please log into the Client Portal and submit your request on the Contact Us tab with a “Case Reason” of “Payoff Request.” 


How do I submit a Payoff Request?

Please submit a Customer Support request under the Contact Us tab in the Client Portal. Select “Payoff Request” from the Case Reason drop-down menu.


How do I notify NorthMarq of a change of address?

  1. Log in to your Client Portal account.
  2. Select the “Contact Us” tab.
  3. Complete the request form on the Contact Us tab, choosing “Address Change” from the Case Reason drop-down menu.
  4. Click Submit. Your request will be processed accordingly and you will be contacted if there are any further questions.


How do I change who receives email notifications?

Please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan and notify him/her of your request.

You may also submit a Customer Support request on the Contact Us tab in the Client Portal.


What are the miscellaneous fees on my account for?

Miscellaneous fees may be due to one or more of the following: UCC Fees, NSF Fees, Interest-Bearing Fees, Recording Fees, Deferred Maintenance Fees, etc. For additional information, please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


Payment Information

Where do I send my payment?

See the Loan Payment Information page for details.


Why did my payment change?

If tax and insurance impounds are collected with the monthly principal and interest, then it may be the result of a recent escrow analysis. An escrow analysis is performed at least once per year, usually after the payment of the first installment of taxes. Changes may also occur should insurance premiums increase or decrease substantially. If tax and insurance impounds are not collected with the monthly principal and interest, then it may be the result of a scheduled payment change. Please review the terms of your Promissory Note to determine if there are scheduled payment changes. If you have additional questions, please contact us at clientportal@northmarq.com.


How do I set up automatic withdrawal of my payment?

There are two options for requesting automatic payment withdrawal.
Option #1:

  1. Log in to your Client Portal account.
  2. Click on the “ACH Payment Request” tab.
  3. Complete the form with the required information.
  4. Click “Next” to submit the form.

Your request will be processed within five (5) business days of receipt and you will be contacted if there are any further questions.

Option #2:

  1. Download the ACH Payment Form from the Servicing Forms page.
  2. Complete the form in its entirety and send it, along with a voided check, to the address listed on the bottom of the form.


ACH Payments

Do I need to send a voided check when I sign up for ACH online?

If you are signing up for ACH online (see Option #1 under “How do I set up automatic withdrawal of my payment?”), then we do not need a copy of a voided check.


Can I select a specific date on which the payment is deducted?

When using our Client Portal, you can request a date as long as it is on or before your due date.


How long does it take for me to begin ACH payments?

It will only take five business days to activate the account if you sign up via our Client Portal (see Option #1 under “How do I set up automatic withdrawal of my payment?”). Otherwise, it normally takes five (5) to seven (7) business days from the date of receipt at our headquarters (see Option #2 under “How do I set up automatic withdrawal of my payment?”). You will receive a confirmation email once the ACH payment has been set up.


What if my bank information changes?

You may update your ACH information through our Client Portal. Please remember you must allow a minimum of five (5) business days for any changes to take effect.


What if I have more ACH questions?

You may send your inquiry to ach@northmarq.com or please feel free to contact the appropriate NorthMarq representative for further information. Please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


Escrow Information: Taxes and Insurance

When were my taxes paid?

  1. Log in to your Client Portal account.
  2. Select the Loan Details drop-down tab.
  3. Click on Escrow History.
  4. Select the Loan under “Change Loan” in the upper left hand corner of the page.


What documentation is needed to release tax/insurance funds?

In order to release a Tax and/or Insurance surplus, please submit to your NorthMarq representative a written request for funds including a certification that no default of the loan exists. Please use the Loan Contact search to find the appropriate NorthMarq representative assigned to your loan. 


Where can I find my current escrow balance?

  1. Log in to your Client Portal account.
  2. Select the Loan Details drop-down tab.
  3. Click on Escrow Details.
  4. Select the Loan under “Change Loan” in the upper left hand corner of the page.


How can I get copies of my tax bills or insurance bills?

Please submit a request to the NorthMarq representative assigned to your loan. Use the Loan Contact Search to find the appropriate person’s contact information.


Where should I send my insurance invoices for payment?

Invoices should be forwarded to insuranceteam@northmarq.com or the appropriate NorthMarq representative assigned to your loan. Your NorthMarq representative can be found using the Loan Contact Search.


How do I read my escrow analysis?


Who should I contact if my property sustains a loss?

Please forward a notification to insurance@northmarq.com or use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


Escrow Information: Reserves

How often can I draw down on my reserves?

This is dependent on the language per your specific Escrow/Reserve Agreement. It can range from monthly, to quarterly, to bi-annually. Please review your Escrow/Reserve Agreement for complete details. Please contact the appropriate NorthMarq representative assigned to your loan with your request.  Your NorthMarq representative can be found using the Loan Contact search.


What documentation is needed to release funds?

Standard requirements for release of replacement reserve escrow funds include, but not limited to, a written request, copies of invoices, copies of cancelled checks, lien waivers, and any other requirements as outlined in the Escrow/Reserve Agreement. Please review your Escrow/Reserve Agreement for complete details. View a sample Reimbursement Request here.


Escrow Information: UCC Information

What is a UCC fee?

UCC-1 (Uniform Commercial Code) Financing Statement is a document filed by the closing attorney or title company at loan origination. A UCC filed in the borrower’s entity state is for title search purposes. A UCC filed at the county level secures the lenders interest in fixtures and/or personal property and protects the lender in the event of a loan default. A UCC Continuation is filed by NorthMarq on behalf of the lender every 5 years. The UCC fee assessed by the state or county is advanced by NorthMarq and billed to the borrower.