May 18, 2021: Retained Servicing - Procedure for Payment or Financial Voucher Requests Has Been Published

An updated procedure for handling payment or financial voucher requests for retained servicing loans has been published.  

This procedure is viewable in KnowledgeOwl for Retained Servicing by navigating to: 

  • Home >> Payment Options and Applications >> Payment Assistance >> Payment or Financial Voucher Requests 
  • You may also type “payment assistance” or “voucher request” in the KnowledgeOwl search bar

Information from the job aid published in KnowledgeOwl is shown below.


When a customer is expecting to receive financial assistance, there are required documents that must be completed, e.g., a W-9 and other information about the mortgage, including but not limited to, information about past due payments, payment amount, payment breakdown, due date and upcoming disbursements.  A customer may request a payment or financial voucher via a phone call or as a written request.

If a customer calls inquiring about how to submit payment or financial voucher request, then the designated Customer Service Team Member completes the following steps:

  1. Advise the customer to send the documentation to our Written/Research Team via email or mail requesting a review
  2. Notate the loan in the SERN screen in MSP to indicate that the customer called to inquire about submitting financial assistance documentation