IVR - Interim Call Center - Call Flow Outline and Diagrams

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


NEW! - Scroll Down to view the updated Process A One-Time Payment IVR Call Flow and Prompts Effective June 16, 2021!


Fairway Interim Servicing Call Center IVR - This IVR provides customers details regarding Interim Servicing and Servicing Transferred Loans.   Customers will be able to:

  • Make a one-time payment by phone 
  • Receive Transfer Details for their new Servicer


High Level IVR Call Flow

Callers are greeted and prompted to select English or Spanish.

If English is selected:

Callers are prompted to enter the following:

  • Fairway Loan Number and last 4 digits of their Social Security Number

Or

  • Full 9 digit Social Security Number and Property Zip Code


Once the loan is authenticated, callers hear the following:

  • Payment information and an option to make a one-time payment by phone on the IVR if a payment is due to Fairway

Or

  • Transfer Information regarding their new Servicer Authenticated
  • New Servicer name
  • New Servicer phone number
  • New Servicer loan number if available


If Spanish is selected:

Callers are routed to a Spanish speaking agent.  This IVR does not provide loan information in Spanish at this time.  This will be enhanced at a future date.


IVR Call Flow Diagram

Loan Number Authentication

CLICK HERE for larger view of this flow diagram

Process a One-Time Payment - UPDATED IVR FLOW EFFECTIVE JUNE 16, 2021

CLICK HERE for larger view of this flow diagram

Scroll Down to view the IVR Prompts for Processing a One-Time Payment.

Process a One-Time Payment Prompts: 

  • "To make a one-time ACH payment with your checking or savings account, please press ‘1’.  To be connected with a Customer Service Representative please stay on the line.”
  • If ‘1’ is pressed, proceed to prompt #2
  • Any other action, call transfers to queue or plays after-hours message


  • “A payment in the amount of <$xxxx.xx> is due on Month, Date, Year.”


  • “If you would like to process your payment today please press ‘1’.  To postdate your payment up to five business days in the future please press ‘2’.”
  • If ‘1’ is pressed: “Any payments made after 3:00 P.M. Central Time will be effective for the following business day.”
  • If ‘2’ is pressed: “Please enter the date you would like your payment to be processed.  You must choose a date within the next five business days using the two digit month, two digit day and four digit year.  For example, January 3, 2019 would be entered 0 1 0 3 2 0 1 9.”


  • “Please enter the routing number to your financial institution.”


  • “The number you entered was XXXXXXXXX.  Please press ‘1’ to confirm this is correct or press ‘2’ to enter your information again.”


  • Please enter the account number for the checking or savings account you wish to use.


  • The number you entered was XXXXXXXXX.  Please press ‘1’ to confirm this is correct or press ‘2’ to enter your information again.


  • If this is a checking account please press ‘1’.  If this is a savings account please press ‘2’.


  • You are authorizing a one-time payment in the amount of <$X,XXX.XX> to be drafted from your <Account Type> on <Effective Date> for the <Next Payment Due> mortgage payment.  Please allow 2 to 3 business days for the funds to be drafted from your <Account Type> account.  Please press ‘1’ to confirm, ‘2’ to cancel.
  • If ‘1’ is pressed and a valid checking or savings account number was entered:  “Your payment has been submitted.  Your confirmation number is <Confirmation Number>.  To hear this message again please press ‘1’.  To end this call please hang up, otherwise please hold for an agent.”
  • If 1 is pressed and a valid checking or savings account number was not entered: “Invalid Account.”   The IVR routes the call back to the beginning of the Process a One-Time Payment option and customer hears prompt number one (1) on this list.
  • If 2 is pressed: “The transaction was cancelled.  To end this call please hang up, otherwise please hold for an agent.”  [Call transfers to queue or plays after-hours message]

[End of Prompts Menu]