07/03/2020: Retained Servicing Customers May Select to Receive a Callback While Waiting in Queue

Retained Servicing Customers who call Customer Experience at 877-297-5350 now have the option to receive a callback instead of waiting on hold.  When callers hold in queue for 60 seconds, the option to receive a call back is presented.  


If callers select this option, a message advises they will receive a call-back from the next available Customer Experience Specialist – they do not lose their place in queue.  


When the caller’s place in queue is reached, the next available Customer Experience Specialist is placed into an Outbound Call Status.  The Five9 phone system automatically dials an Outbound Call to the phone number the caller used to call Fairway – this process is referred to as Automatic Number Identification (ANI).  


Outbound Call Scripting

When placed in the Outbound Call Status, follow the suggested script below.  While this does not have to be verbatim, use the pattern of this script to guide you through the first part of the call.  


The disclaimer advising the call may be recorded and the verification steps must be handled as described below.


Greeting when Outbound Call is answered:

Hello, this is <Your Name> with Fairway Independent Mortgage Corporation.  We are calling based on a request for a call back.  Am I speaking with the person who requested a call back from Fairway?”


<Wait for response>


If Yes:

Thank you, I will be glad to help you today.  May I have your name please?”  


<Wait for response – provides their name>  


“Thank you [Name].  Please be advised this call may be recorded for quality assurance purposes.  How may I assist you?” 

 

<Wait for caller response – listen to their assistance request> 


If No:

Ask to speak with whomever requested a callback from Fairway, and proceed accordingly. 


Proceed to verification:

  • If the ANI returns the call to a phone number on file in MSP and the loan data populates, and the caller is one of the mortgagors listed on the account:
    • “Ok, I can assist you now.  Your account information has been verified based on the phone number you are calling from.”
    • Handle the call as normal using established policies and procedures.


  • If the ANI does not match a phone number on file in MSP and the loan data does not populate, and the caller is one of the mortgagors listed on the account:
    • “Ok I can assist you now.  To verify your account may I have your loan number please?”  [wait for response]  
    • “Thank you, and will you please verify the last four digits of your Social Security Number?” [wait for response]  
    • Thank caller for verifying the account and handle the call as normal using established policies and procedures.


  • If the caller is one of the mortgagors on the account and they do not have their loan number available:
    • “Ok I can assist you now.  To access your account may I have your Social Security Number please?”  [wait for response]  
    • “Thank you, and will you please verify the property address?” [wait for response]  
    • Thank caller for verifying the account and handle the call as normal using established policies and procedures.

If callers do not want to verify information as a result of receiving a call back, advise them to please call us back toll-free at 1-877-297-5350 from 8:30 a.m. to 5:00 p.m. Central Time Monday through Friday.  


If the caller is a Third Party, follow the proper authorization process.  Click Here to view this content in KnowledgeOwl.


If callers do not answer and voicemail is reached, leave the following message:  

"Hello, this is Fairway Independent Mortgage Corporation returning your call per your request.  For assistance, please call us back toll-free at 1-877-297-5350 from 8:30 a.m to 5:00 p.m. Central Time Monday through Friday.  Information is also available online at www.MyFairwayServicing.com or on the MyFairwayServicing mobile app.  Thank you."

  • Document the loan that a voicemail was left for the caller


This call back option is only presented to callers if they hold in queue for at least 60 seconds.   


If callers do not select this option, they will remain on hold in queue for the next available Customer Experience Specialist.