Call Handling Tips - Fairway Privacy Breach

Personably identifying information for approximately 5,900 customers was compromised in August 2020.  Fairway has identified these customers and is sending notification letters to impacted customers advising them to contact Fairway and the phone number referenced is the Interim Servicing Call Center at (800) 201-7544.  

The goals for Customer Experience team members to achieve during these calls include:

  • Listen intently, express empathy and de-escalate customers who may be upset before discussing details of the privacy breach information
  • Reassure customers the information they received is a legitimate communication outreach from Fairway Independent Mortgage Corporation
  • Inform customers of the five-years of complimentary credit monitoring Fairway is offering through Experian’s IdentityWorks service
  • Obtain valid contact information and the best time of day for Fairway’s Privacy Response team to return calls to customers to provide specific details and assistance in enrolling in the IdentityWorks service

Click Here to view the Call Center Script regarding this Fairway Privacy Breach.