April 1, 2022: Retained Servicing Discontinue Use of Complaints Tracking Shared Spreadsheet

IMPORTANT: The process change described below applies to team members working in the Retained Loans phone queue or the Retained Loans customer email box.


Servicing911 team members should continue logging all complaints received – including complaints involving retained loans – on the Servicing911 Team Shared Spreadsheet.

Interim Servicing team members should continue logging all complaints received involving interim loans on the Interim Servicing Team Shared Spreadsheet.


Effective Friday, April 1, 2022 team members working in the Retained Loans phone queue or the Retained Loans customer email box shall discontinue logging complaints on the Retained Servicing Team Shared Spreadsheet.  


This process has been replaced with the new procedure requiring two comment codes to be logged in the Black Knight/MSP system for every customer call or email interaction.


Please reference the Newsflash sent from Servicing Training on April 1, 2022 titled: “Retained Servicing: Comment Code Process Change” for details or navigate to the MSP Helpful Hints section in KnowledgeOwl for Retained Servicing loans.