09/07/19 - Important Recap from Week One

It is important you are in the group chat each day.  I start it about 8:35 in case anyone has issues logging in.  If you are not in the group chat, you are missing key information.  We can add you in at any time during the day if you have to reboot or accidentally close the chat.


  • MSP is Live for the Transferred Loan Population –Friday we ran our first End Of Day processing cycle.  

o   Funds that were in suspense posted as transactions on SER1 HIST

o   You must document a Comment Code on every loan for every call you answer – even if generic information is provided

o   If you do not document a code we do not have a record in MSP of the customer calling


  • Website  Multiple items were learned regarding customers accessing MyFairwayServicing.com:
    • Using correct loan number:  Remind customers they must use their new loan number on the website - they cannot use their old loan number
    • Remind customers they must register on the new site the first time they log in - they can choose to use the same Username and Password as before, but web registration did not transfer over
    • E-Statement: If customers were enrolled to receive Electronic Notices of Statements at CENLAR, that option did transfer automatically
    • Customers who re-registered prior to loan data availability on 9/6/19 are not able to log in at this time – this is being addressed as a priority escalation


  • Unable to Update Customer Email Addresses  We do not have access to update Borrower Email Address or Co Borrower Email Address Fields on MAS1 ADD1 PF15.
    • This has been reported, and a ticket has been opened this afternoon (Saturday) to get this resolved
    • I will advise when this is available


  • View PMT2 TRAN Screen For Pending Online Web and Mobile App Payment transactions  View this screen to see if customers successfully processed the online transaction same day.


  • Payments Mailed With Old Loan Number  –Payment Processing Center will process this month’s payment if customers wrote old loan number on the check.
    • Customers do not need to mail a new check if they used the old loan number
    • Educate customers to use their new loan number, provide all available payment options, and encourage them to enroll in Fairway’s ACH program if interested


  • Third Parties Making Phone Payment   We will allow third parties to make payments by phone.
    • While written authorization to process a payment with a third party is not required, the third party caller has to verify the basic loan info including: Loan Number, Name of Customer, and Property Address.
    • Payment must be debited from a checking or savings account that the third party is an authorized user on.  They cannot use the customer’s checking or savings account unless they are an authorized user on that account.
    • We cannot release any loan information relating to the payment or payment amount unless written authorization is on file.
      • Third party caller must advise the amount they wish to pay and you cannot confirm if amount is over or short the total due.
        • If short the total amount due, apply funds to Suspense.
        • If over the total amount due, apply surplus of funds to Curtailment (Additional Principal)

o   Caller must provide banking information – do not perform an online search for the routing number of a financial institution


  • Bi-weekly Payments  Enrollment form has been finalized and should be available early Monday.
    • View MAS1 DFT1, press F7 to see if customer is actively enrolled in a bi-weekly payment option
    • A job aid and KnowledgeOwl update will be available later on Monday
    • Please ask if you have any questions, and I will update everyone when the form is available


  • Payoff Quotes Using Director Script After you input data in the pop up window and complete the script, you must press the F1 key while on the PAY4 screen.  This will take you back to the PAY1 screen and complete the process.
    • After pressing F1, look for the message that says Initiated when the system returns you to the PAY1 screen
    • View the PL05 screen to read the verbiage of the statement just ordered
    • Third Party Payoff Requests – while a written third party authorization is not required to request a payoff quote, the third party caller must verify: Loan Number, Name of Customer, Property Address, Last Four of SSN#
    • No loan level details can be released to a third party requesting a payoff quote unless written authorization is on file
    • Never quote a verbal payoff amount to a customer or to a third party


  • Accessing Director Scripts  This step has changed since training.
    • Click the Director Script Selector button on the top row by the navigation buttons
    • Do not use the Green Arrow Button


  • Avoid Setting Up or Requesting Call Backs  Our department, as well as Collections (all Default areas) are set up as Inbound Call Centers and not staffed for call backs.
    • I received several emails on Friday asking questions and requesting customer call backs - Please obtain assistance while the customer is on the phone
    • Remember, our goal is to achieve first-call resolution
    • If I am not available for assistance or you do not receive a prompt response on the Group IM because I am away from my desk, see if another team member knows the answer you need - If not, reach out to Jan and/or Mark, we are all here to help!
    • When connecting a call to Collections or any other department as a Warm Transfer, if you have to hold more than one minute before the call is answered, go back to your customer and let them know you are connecting them to the next available specialist who can assist them
      • Provide the direct number for the customer’s reference
      • Several people mention they were holding several minutes before transferring a call – that is too long to stay connected for a warm transfer
      • We cannot take call back requests for customers who do not want to hold for Collections, Insurance, Tax, or any departments if there is a wait time.  


  • Notice of Fee Changes for Phone and Online Payments sent from CENLAR  This information was sent to all customers prior to the loans transferring from CENLAR to us.
    • Some customers received communication from CENLAR branded as Fairway advising fees to pay online are increasing to $2.00 and to pay with an agent to $8.00 
    • Advise callers this information was sent prior to the Servicing Center Transfer and their fee amounts are not increasing  
    • Apologize for any confusion or frustration, and educate our customers on the accurate fee schedule and payment options


  • Use LSCH Screen to cross reference old and new loan number  If customers provide their old loan number, enter it on the LSCH screen to obtain the new loan number and view loan data.
    • Navigate to the LSCH screen
    • Place an X in the field by the Old Loan Number option
    • Type the old loan number in the Number field at the bottom of the screen and press Enter


  • New Fairway Billing Statements  Customers are requesting billing statements to make their next payments.
    • Payments received and posted beginning September 9 will be on the regular bill and receipt process.
    • We have been advised a bill will be generated for customers who are pre-paid as a one-time statement due to the conversion.  This date has not been finalized, and I will share this information as soon as it becomes available.


  • Loan Pop Tool  Enter the loan number in the Loan Pop tool, and it will access that loan data and change your MSP screen to that loan number.
    • When the IVR is fully functional, this Loan Pop will update when you receive a new call based on the loan number the customer entered in the automated system.   We will keep you updated when this is available.


  • Mortgagee Clause  Customers do not have to call their insurance company to update the Mortgagee Clause.
    • This occurs automatically as a part of the transfer process, the mortgage servicers send notices – mostly electronically – to the insurance companies.