November 29, 2021: Servicing911 - New Email Templates Added to Manage Engine

Three new email response templates have been added to Manage Engine for use by the Servicing911 Team.  


These new templates include: 

  • Dissatisfaction with Loan Being Sold or Transferred
  • Partial Claim Guidance – Payoff Request
  • Escrow Deletion

The verbiage contained in these new templates is shown below.  Please contact your supervisor or manager if you have any questions.  

Template Name

Servicing911 – Dissatisfaction with Loan Being Sold or Transferred    

Hello $FirstName,


Thank you for contacting Servicing911 regarding this matter.


For a loan to be assigned to retained servicing, a request would have been required prior to or at the time of Lock, by submitting an email request to lockdesk@fairwaymc.com.  Information on this topic is available to you in the Servicing KnowledgeOwl, accessible from the Servicing Department page on the Fairway Intranet.  There is no recourse to retain a loan once it is closed and/or sold.  The Fairway business strategy is to sell servicing rights and transfer loans. 


Please reassure your customer Servicing911 is a special team unique to Fairway that has relationships and points of contact with the servicers/subservicers we sell loans to.  Servicing911 will advocate on their behalf during and after the loan transfers should an issue arise – regardless of the amount of time that has lapsed.


In some instances, these servicers/subservicers require customer authorization in order to communicate with our Servicing911 team.  Resolution of customer issues may take an extended period of time depending upon the complexity of the issue and their established processing timeframes.


Please let me know if you have additional questions or if we can assist you in any other way.


Thank you for contacting Servicing911.

$EmailSignature


Template Name

Servicing911 - Escrow Deletion    

Hello $FirstName,


Thank you for contacting Servicing911 regarding this matter.


Please be advised removal of escrow is not permitted on FHA, RHS or VA loans in accordance with agency policy.  For Conventional Loans, each Servicer’s policies and guidelines vary in regards to escrow removal; therefore, the below is subject to change at any time.  A majority of Fairway conventional loan sales have the potential of selling to one of three major servicers: Flagstar Bank, Mr. Cooper, or M&T Bank.


If policies and guidelines of any Servicer permit escrow removal, at a minimum the following will be required:

• Customers submit a written request to remove escrow

• In accordance with RESPA guidelines, a week would lapse before the Servicer is able to commence with removal

• A fee to remove escrow may apply:

o Flagstar Bank: Up to $150.00 fee

o Mr. Cooper: 0.25% of the outstanding principal balance

o M&T Bank: 0.25% of the outstanding principal balance


Fairway cannot guarantee escrow removal based on the above guidelines as each case is subject to servicer loan level review and interpretation of investor guidelines.


If you have a preference on which Servicer a loan is assigned to be sold to, email Secondarygroup@fairwaymc.com for further consideration prior to loan sale.


Please let me know if you have additional questions or if we can assist you in any other way.


Thank you for contacting Servicing911.

$EmailSignature


Template Name

Servicing911 – Partial Claim Guidance Payoff Request

Hello $FirstName,


Thank you for contacting Servicing911 regarding this matter.  Based on FHA Info #21-84, HUD released guidance regarding obtaining a payoff on a partial claim. 


Effective October 9, 2021, all required documentation, correspondence and telephone inquiries related to the servicing of the above-referenced Single Family Secretary-Held Mortgages must be directed to ISN Corporation as follows:


ISN Corporation – Western Operations Center

Attention: Secretary-Held Loan Servicing

2000 N Classen Blvd Suite #3200

Oklahoma City, Ok 73016


Toll free: (800)-CALLFHA (800-225-5342)


Persons with hearing or speech impairments may reach this number by calling the Federal Relay Service toll-free at (800) 877-8339.


Fax: (405) 724-7800


Email: PCServicing@hud.gov


Payoff Requests: PCPayoffs@hud.gov


Subordination Requests: PCSubordinations@hud.gov


Release Requests: PCReleases@hud.gov


Please let me know if you have additional questions or if we can assist you in any other way.


Thank you for contacting Servicing911.


$EmailSignature