11/30/2020: Process Change and Update - Verifying Incoming Callers


  • Guidelines effective December 1, 2020
  • Updated process for verifying incoming callers for both interim and retained servicing
  • Understanding the data items customers must verbally provide for verification (loan number, Social Security number, property address)
  • Understanding which data items Customer Experience Specialists may verbally speak to customers to confirm data accuracy (phone number, mailing address, and email address)


Guidelines and requirements for verifying incoming callers have been updated for both interim and retained servicing customers.  The details for each call type have been updated in the KnowledgeOwl for Interim Servicing and Servicing911 (links below).  This content will be updated in KnowledgeOwl for Retained Servicing in the near future.

Key Points:

  • Customers must verbally speak their name, loan number, last four digits of their Social Security number and their property address when verifying loan information 
  • If customers do not have their loan number, they must speak their name, their full nine digit Social Security number and their property address when verifying loan information
  • QA points will be deducted if customers do not verbally speak the above-referenced verification items

  • In addition to the verification items above, the items below must be confirmed with the customer during the call:
    • Mailing address, phone number and email address
    • Customer Experience Specialists may speak these confirmation items to customers and have customers verbally confirm accuracy of the data – customers do not have to verbally speak these confirmation items
    • Customer Experience Specialists should update these points of contact if data is not accurate in FICS or MSP

Click the links below to review the detailed procedure for each incoming call scenario: