Encompass - Problem Loans / Challenged Inventory

Information on this page applies to Interim Servicing and Servicing 911.

Identifying Problem Loans / Challenged Inventory in Encompass

  • Loan Tab
  • Forms Tab
  • Select and View the Challenged Inventory Screen
  • Review the Loan Comments section to determine the current condition and status of the loan and the applicable point of contact if additional assistance is needed

Process: How to Identify Problem Loans / Challenged Inventory in Encompass

  • Log into Encompass
  • Type in your loan number

Within the Loan tab of Encompass 




  • Click on the Forms tab on the lower left corner of the window
  • Check the following boxes:
    • Show in Alpha Order
    • Show All
  • Select the Challenged Inventory option

View the Challenged Inventory Screen

After reviewing the Loan Comments section, contact the below if further assistance is needed.

If the CI Indicator field indicates Scratch and Dent, Repurchase, or Asset:

  • Email Nikki Motheral and cc Sylvia Machuca
  • Provide the loan number and specific questions or the specific details needed to respond to the inquiry

If the CI Indicator field indicates any status other than Scratch and Dent, Repurchase, or Asset:

  • Email the applicable department, either Risk or Strategic Asset Management, based on the information in the Loan Comments section
  • Provide the loan number and specific questions or the specific details needed to respond to the inquiry

Strategic Asset Management (sam@fairwaymc.com)

Repurchase loans: email Risk (risk@fairwaymc.com)


Identifying Problem Loans / Challenged Inventory in FICS

Review the Bank | Investor | Group code

  • Review the Service Release Stop and Color Coded Indicator
  • Review the Memo Notes to determine the current condition and status of the loan
  • If additional information is needed: 
    • Pending Scratch & Dent loans (S&D): email Strategic Asset Management (sam@fairwaymc.com)
    • Repurchase loans: email Risk (risk@fairwaymc.com)


These loans will display the Bank | Investor | Group code of:

Bk 03

Inv 001

Grp 006


A Service Release Stop and a color coded indicator will appear near the Bk Inv Grp fields on the Loan Details tab:


Color coded indicators represent different processes:

Transfer Information can also be located in FICS in the Miscellaneous Fields: