04/07/2020: Verbiage for Loan Officers Regarding Customers Impacted by COVID-19

Information in this newsflash applies to Serving Transferred Loans.  


Please use this verbiage when responding to Loan Officer inquiries about customers impacted by COVID-19 who are attempting to reach their current Servicer.


To ensure customers receive the best possible assistance and are aware of all options available during this time, please strongly encourage them to visit their current Servicer's website.  The websites for many Servicers provide detailed information and/or self-service options.  


Remind customers they may experience long hold times when calling their Servicers.  Ask these customers to be patient and to please continue reaching out to their current Servicer until they are able to speak with a representative.


Please see your manager or lead if you have questions.