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.