Interim Call Center Complaints Logging

Information on this page applies to Interim Servicing Customer Experience Contact Center.

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  • When to Log Complaints 
  • When Not to Log Complaints
  • Instructions - Access Interim Call Center Complaints Spreadsheet:


When To Log Complaints:

  • Customer expresses dissatisfaction regarding any topic with Fairway Servicing 
  • Customer expresses dissatisfaction with Fairway Servicing transferring their loan to the new Servicer/Subservicer
  • Customer expresses dissatisfaction regarding a Servicing error at their new Servicer/Subservicer resulting from an error caused by Fairway prior to or at the time of transfer 
  • Loan Officer states or implies the customer is dissatisfied regarding any topic with Fairway Servicing
  • Loan Officer states or implies the customer is dissatisfied with Fairway Servicing transferring their loan to the new Servicer/Subservicer
  • Loan Officer states or implies the customer is dissatisfied regarding a Servicing error at their new Servicer/Subservicer resulting from an error caused by Fairway prior to or at the time of transfer
  • Loan Officer expresses dissatisfaction on behalf of the customer and customer communication expresses dissatisfaction
  • Loan Officer expresses dissatisfaction on behalf of the customer and Fairway Servicing is unable to fully or clearly determine if the customer is dissatisfied


When Not To Log Complaints If:

  • Customer expresses dissatisfaction regarding their new Servicer/Subservicer not relating to a Servicing error caused by Fairway prior to or at the time of transfer
  • Customer requests an error to be corrected but does not express dissatisfaction
  • Loan Officer expresses dissatisfaction, and it is clear the customer is not dissatisfied or upset
  • Loan Officer expresses dissatisfaction regarding customer's new Servicer/Subservicer not relating to a Servicing error cause by Fairway prior to or at the time of transfer
  • Loan Officer requests an error be corrected but does not express dissatisfaction on behalf of the customer


Instructions - Access Interim Call Center Complaints Spreadsheet:

Access the shared folder and  open the Excel spreadsheet titled Interim Call Center Complaints Spreadsheet located at this path: 

X:\Servicing\Customer Experience\Interim Call Center Complaints Tracking


*When working Remote, this shared drive path and spreadsheet must be accessed in Citrix*


Input the information described below in the corresponding field on the spreadsheet when logging a complaint. 

 

Date Entered:  Input today’s date – the date the logged on the spreadsheet


Complainant Name:  Name of person reporting complaint to Fairway


Is Complainant the Borrower?:  Yes or No


Employee Name:  Employee logging complaint


Property State:  Two letter State abbreviation


Loan Number:  10 digit loan number


Source:  Borrower, Loan Officer, or Other


How Received:  Email, Mail, or Phone


Description of Complaint:  Input text and specific information regarding the complaint


Loan Type:  Conventional, FHA, USDA/RHS, or VA

  • Locate this information on the SER1 screen by viewing the TYPE field

Investor:  Fannie Mae, Freddie Mac, Ginnie Mae, or Private Investor

  • Locate this information on the MAS1 INV1 screen by viewing the INV HDR field

Servicing Status:  Retained serviced by ServiceMac or Servicing Released


Servicing Categories:  


Select one of the following 

  • Payment
  • Escrow
  • PMI
  • Technology
  • Quality of Service 
  • Loan Transfer
  • Year End 1098
  • Payoff/Lien Release
  • Delinquent Loan
  • Social Media
  • Credit Reporting
  • Privacy Breach

Make sure to click the Save button every time you enter a complaint on the Spreadsheet!