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