03/23/2020: Summary - COVID-19 Customer Impacts and Assistance

Please review and become familiar with the content in the COVID-19 Coronavirus Impacts and Assistance section in KnowledgeOwl.  It is imperative the correct procedures are followed for handling these call types depending on the current status of the servicing of the loan. 


Watch for future newsflashes and process updates as procedures may change as this pandemic evolves.


Suggested empathy phrases have been added:

  • These are example phrases to use and not required to be spoken verbatim – use words and phrases you naturally say in a normal conversation when expressing empathy 
  • Use a caring and sincere tone 


Interim Servicing – not yet transferred to new Servicer:

  • Process changed on 03/18/2020 and newsflash distributed to Interim Servicing and Servicing 911 team members
  • Do not directly transfer customer call to Sandi or Dewanna relating to this topic
  • Send email to a list of team members with required information for customer to receive a call back within one business day
  • Review this procedure for details and required steps


Retained Servicing – serviced as Fairway by ServiceMac:

  • Process changed on 03/20/2020 and newsflash distributed to Retained Servicing and Servicing 911 team members
  • Do not directly transfer calls to Collections relating to this topic – call backs are to be scheduled for impacted customers
  • Determine if customer is directly impacted now or if they are inquiring about options as they may be impacted in the future
  • Impacted now – procedure requires to verify phone number and email address, speak a specific script, and open a task for customer to receive a call back from a specialist trained on this topic
  • Possibly impacted in the future - procedure requires to verify phone number and email address, speak a specific script and log a comment code
  • Talking points for customers who ask for a deferment, to add payment to end of loan or to skip a payment – not permitted
  • Review this procedure for details and required steps


Transferred Servicing – already transferred to new Servicer:

  • Customer must contact their current Servicer directly to discuss available options
  • Ensure that impacted customers understand the importance of staying in contact with their Servicer during this time
  • Review this procedure for details and required steps


This is only a summary of each procedure.  Make sure to read and follow the entire procedure in KnowledgeOwl.  


See your Manager or Lead if you have any questions.