February 25, 2022: Retained - IVR is Not Authenticating Customer Calls

RESOLVED: Retained Servicing - IVR is Authenticating Customers

The issue regarding the Retained Servicing IVR referenced below has been resolved.  


Retained Servicing customers are now able to authenticate their loan and utilize self-service options.  


Please contact your supervisor or manager if you have any questions.  Thank you.


Sent: Friday, February 25, 2022 11:46 AM
Importance: High

Retained Servicing: IVR is Not Authenticating Customers

The IVR automated phone system for retained servicing loans is not authenticating customers at this time.  


This means customers are unable to access and utilize self-service options.  Call center volume may increase while self-service options are not available.

The Operations Support and Technology teams are working to resolve this issue as soon as possible.

Servicing Training will provide status updates as additional information becomes available.  Please contact your supervisor or manager if you have any questions.