When Fairway Loan Officers and Fairway internal employees call Customer Experience for assistance on behalf of a customer, follow the required verification steps listed below:
- Obtain the name of the Fairway employee.
- Access the Outlook directory (not your Outlook frequent contacts) and search for the name of the employee.
If the employee’s name actively appears in the Outlook directory, they are considered verified as an active Fairway employee.
- No additional verification steps are required for internal employees – proceed with the call and assist the internal employee
If the employee’s name does not actively appear in the Outlook directory, they are considered not verified as an active Fairway employee.
- Advise the caller you are unable to verify they are an active Fairway internal employee, and third-party authorization from the customer is required
Always validate the loan number and the name of the customer the employee is referencing.