09/03/19 - Payoff Requests - Pre Boarding to MSP

Process Effective: 9/1/19 to 9/6/19

If a customer or a third-party calls to obtain a new or an updated payoff quote and the loan is not available in MSP, please use the following process to complete the request.

• Follow loan authentication procedures
• Open Outlook and send the following information 
  • To: internalpayoffs@servicemacusa.com
  • Subject: Payoff Request – Loan Number xxxxxxxxxxx
  • Capture the following information from the caller and place in the body of the email
    • Payoff Date – Interest to date
    • Fax number, email or mailing address to send the payoff quote to
    • Requestor name and contact number
• Advise caller a statement will be sent within 24 hours of their request

Only use the above reference procedure if they have to have a payoff for a closing already scheduled between now and September 6 and they do not already have one.

If customers or third parties have an existing payoff quote and are at a closing during this period through September 6^th:

• It is ok for the payoff funds to be submitted per the instructions on that payoff quote (to Fairway/CENLAR)
• The funds will be forwarded timely to pay the loan off with Fairway/ServiceMac and effective dated as of the date the funds were initially received

If customers are calling for informational purposes only to find out how much it will be to pay their loan in full, please advise them to contact us back when the system data becomes available.  At that time they will be able to request a payoff quote on our website, MyFairwayServicing.com.

As always, remember to keep the Fairway brand name at the top of all customer conversations, and avoid using CENLAR or ServiceMac as the company names unless mentioned by the caller.