03/31/2020: Updated Talking Points - Customers Impacted by COVID-19

The information in this newsflash applies to Retained Servicing loans.  


Updated talking points and verbiage scripts to use when speaking with customers or when corresponding with customers by email have been added to the Customers Impacted by COVID-19 Coronavirus Pandemic section in KnowledgeOwl.  


Click here to read and become familiar with this information specific to Retained Servicing loans.


Scripted verbiage has been updated for the following scenarios:

  • Customers who are Directly Impacted Now
  • Customers who may be Impacted in the Future
  • Customers who may ask for deferments, add payments to end of loan or to skip payments
  • All Non-Performing Loans (26 or more days past due)

This verbiage goes with the implementation of the new MSP Director Script for Disasters.  Click here to view this procedure in KnowledgeOwl.


Please see your manager or lead if you have questions.