11/02/2020: Customers Must Verify Last 4 Digits of Account Number When Paying by Phone

Information in this newsflash applies to processing payments by phone for all loans – interim servicing and retained servicing.

Customers must verify the last 4 digits of the account number for their checking or savings account if the data is saved and stored in the Lift/Ventanex system.  

  • Customers must verbally provide the last 4 digits of the account number
  • Do not read the last 4 digits of the account number to customers 

If customers' banking information is saved in the system, use the following script to properly handle the call:  

"Our records contain your saved banking information from the last time you processed a payment with Fairway.   The records reflect we are using an account with [Name of Financial Institution].  Please verify the last 4 digits of the account number you wish to use for today's payment?"  

This information has been added to the Pay By Phone Comprehensive Job Aid section in the Interim Servicing KnowledgeOwl.