Fairway has entered into a subservicer arrangement with Celink for the interim servicing of HECM (reverse) CLS (Closed-Loan-Seller) mortgages. The Home Equity Conversion Mortgage (HECM) is a reverse mortgage program offered by the Federal Housing Administration (FHA) enabling seniors to utilize a portion of the equity in their home. The HECM CLS reverse mortgages will directly board to Celink (these mortgages will not board to FICS).
Interim servicing customer service is performed by Celink. Additionally, Celink has been directed to take generic reverse calls from Fairway customers before mortgages board to Celink’s system.
The Fairway Customer Experience Department is not performing customer service functions.
Fairway Reverse Mortgage Servicing Department (Celink interim servicing branded as Fairway):
- Toll-free (866) 654-0020 Monday – Thursday 8:00 a.m. – 8:00 p.m. Eastern Time, Friday 8:00 a.m. – 5:00 p.m. Eastern Time
- Website: www.reversedepartment.com
Branch support activity for these mortgages is handled in the existing Fairway Reverse Support Department (including servicing and post-closing questions):
- Email – ReverseSupport in Outlook (ReverseSupport@fairwaymc.com)
- Direct line – Internal Use ONLY (715) 389-8800
Click Here to view the Internal Point of Contact information in KnowledgeOwl.
Important note: Information described in this communication applies to the HECM CLS production channel only. Fairway’s current HECM PA (Principal Agent/Broker) production channel originates reverse mortgages specifically for certain purchasers/investors. THE HECM PA production channel will remain active and will continue to be transparent for all servicing/subservicing activities.
Identify HECM CLS loans subserviced by Celink by viewing the Interim Servicing Worksheet in Encompass.
In the Servicing Information section:
- Sub-Servicer field will indicate Celink
- Sub-Servicer Loan Number field will indicate the Celink loan number
HECM CLS mortgages originated under this production channel are subject to all normal closed-mortgage processing, including closing/funding, PCV audit, Government Insuring and other required reviews and activities. The HECM CLS mortgage data is sent to Celink when one of the following occurs:
- PCV is complete
- A status of PCV “hard-stop”
- At five days after closing regardless of the post-closing status
Once received, Celink boards the HECM CLS reverse mortgage to their servicing system (ReverseServ) and performs interim servicing branded as Fairway until the servicing transfers to a MSR purchaser. Customers are provided with contact information to reach the Fairway Reverse Mortgage Servicing Department (Celink interim servicing, branded as Fairway).
These HECM CLS reverse mortgage customers receive a Notice of Transfer (Goodbye Letter sent by Celink) and a Transfer Effective Date following the sale of their mortgage.
The majority of purchasers buying these mortgages also utilize Celink as their subservicer. This means the servicing transfer is internal to Celink with only the name of the servicer changing.
KnowledgeOwl for Interim Servicing and Servicing911 has been updated with helpful reverse mortgage content and details specific to Fairway’s Reverse Mortgage interim servicing arrangement with Celink.
Look for the Reverse Mortgage – Celink HECM CLS section in the internal KnowledgeOwl, or Click This Link to view Reverse Mortgage topics including:
- Fairway Reverse Mortgage Subservicer Overview
- Key Servicing Differences: Forward versus Reverse
- Overview of Reverse Mortgages with Fairway
- System access (Servicing911 and Management)
The Servicing911 team has Celink system access to assist the Reverse Support team as needed, including transfer information, assistance with loss draft check endorsements or other pertinent items. Additional detailed information is forthcoming as these processes evolve and mature.
Servicing Training is committed to providing everything you need to know regarding this reverse mortgage channel. Please contact your manager or supervisor if you have additional questions.