Disasters - Call Handling and Customer Talking Points

Information on this page applies to Interim Servicing and Servicing 911.

When a customer has been impacted by a disaster, our goal is to show empathy – demonstrate caring, assist the customer with their questions and also it is important to gather information – it may be our only opportunity to speak with our customer.

Empathy:

Focus on acknowledging what the customer has shared with you prior to obtaining their loan number. Show empathy throughout the call:

  • “I am sorry to hear you’ve been impacted by the storm.”
  • “Are you and those in your home okay?"
  • “How are you doing? ”
  • “Do you mind if I ask you some questions about the disaster impact?”
  • Listen to the customer
  • Advise we will help
  • Wish them well 

Click here for details specific to Interim Servicing and Transferred Servicing loans with Loss Draft Claim Checks and more disaster-related information.