Summary: Beginning August 25, 2020, customers who provide consent (during the origination process) to receive email communication from Fairway will be sent an email notification when the Notice of Transfer (NOT) and/or a Payment Reminder Letter is generated and mailed by or on behalf of Fairway.
The email notifications contain links for customers to click and view an imaged copy of the referenced document. Scroll down for a link to KnowledgeOwl content where sample email verbiage and more details are available.
Detailed Information: Customers providing consent to receive email communication during the origination of their loan will receive an email from Fairway Servicing when their Notice of Transfer Letter and/or a Payment Reminder Letter is printed and mailed. The email will provide a link, via a clickable button embedded in the email, to allow customers to view imaged copies of the applicable letters.
If a customer asks if they provided eConsent during the origination of their loan, review the data fields in FICS shown below for verification.
Confirm if email consent was provided by customers:
- Miscellaneous Fields (all) -> view field number 116 eConsent Indicator (alphanumeric)
- Field value of [Y] indicates customers provided consent to receive email communication
- Field value of [N] indicates customers did not provide consent to receive email communication
Confirm email address on file:
- General folder -> Borrower / Address information
- E-Mail Address field
If the customer did not provide eConsent during loan origination, you may offer to email the information as per the established procedure (referenced further below). Processing requests for eConsent after loan closing is not available at this time.
Notice of Transfer and/or Payment Reminder alert emails will be delivered to consenting customers 1 to 2 business days after the letter generation date indicated in Radstar.
Use the above described process to determine if email communication was sent as there will be no documentation in FICS advising the email was generated.
Emails will be delivered to customers from this email address:
Emails will contain a clickable button (link) to view the Transfer Letter or the Payment Reminder Letter:
Once the customer clicks the button (link) to view the document, they must check the Secure Message Acknowledgement box that appears. After checking the acknowledgement message the applicable document will appear.
This does not replace the standard procedure of emailing documentation to customers when they request documentation from Customer Experience (Interim Call Center or Servicing 911).
- Advise customers they will receive the document in the mail
- Verify the mailing address to ensure accuracy
- Offer to add an email address to their account and send a copy of the requested document via secure email