Update: The customer email referenced in the newsflash below was sent at 9:00 a.m. Central Time today (05/07/2020) instead of yesterday (05/06/2020).
Information in this newsflash applies to Retained Servicing Loans.
The MyFairwayServicing.com website is being enhanced with a new look, added self-service options, and additional interactive features. The new design of the site is scheduled to go-live in early June 2020. Retained Servicing customers who provided consent to receive email communication from Fairway will receive a series of messages during May. These emails will provide a preview of the new website, tutorial videos, and step-by-step instructions about signing on to the new website for the first time.
The first in the series of customer emails is scheduled to be sent today (05/06/2020). Click on the file attached to this Newsflash to view a copy of this email.
Customers are scheduled to receive emails on the following dates (subject to change):
A few key changes and important customer impact points are listed below:
Comprehensive training material and KnowledgeOwl reference content is being developed. Customer Experience team members will attend training sessions during the week of May 18, 2020. More information regarding the points described above and a detailed walkthrough of the new website will be provided during training.
If customers call regarding receipt of today’s email, be familiar with the content in the customer communication (view the attachment to this Newsflash) and advise the following:
In addition to customer emails, a series of communications will be sent to The Street (Fairway Loan Officers and Employees) in order to educate internal team members about the new website. A copy of the first internal communication distributed on Monday May 4, 2020 is shown below.
Watch for additional Servicing Newsflash communications in the coming days to learn more details and key information about the new and enhanced MyFairwayServicing.com website.
Shown below is a copy of the All Fairway Internal Communication distributed by Kim Yowell on May 4, 2020
Servicing Announcement – May 4, 2020
An Enhanced Online Experience for Retained Servicing Customers!
To continue providing a premier level of service to our customers with Fairway retained servicing loans (subserviced by ServiceMac in the name of Fairway), Servicing is excited to announce our new customer portal coming in the first week of June!
It is the same website address www.MyFairwayServicing.com with a new look, added self-service options and exciting interactive features. Our user friendly portal continues to provide 24/7 access for our customers to their mortgage loan information with an increased level of educational topics and tools that empower customers to better manage their loan.
A series of four customer emails will be sent during the month of May and at launch in early June to our Retained Servicing customers about the enhanced web portal. These emails will preview the new design and functionality to our customers with video tutorials and step-by-step instructions to ensure this is a seamless transition for all
Customers will receive their first email on Wednesday May 6, 2020. Please click on the attached file to view a copy of this communication.
ASSISTANCE AND QUESTIONS
ALL NEW IN EARLY JUNE
This communication is for internal use to provide you with information to assist your customers - not approved to post on social media.