Returned Mail Processing for Interim Servicing and Transferred Servicing Loans

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

Cashiering Team Members process returned mail while the majority of Customer Experience team members are working remote.

These team members are documenting FICS when the following items are returned to Fairway from the US Postal Service:

  • Notice of Transfer (NOT) Letters
  • Payment Due Letters
  • RESPA Letters

When returned mail is received, the following information is documented in the Memos in FICS:

  • Item(s) returned to Fairway from the Postal Service
  • Return reason from the Postal Service

If customers call and advise they have not received an expected piece of mail

  • Check All Memos to see if items have been returned to Fairway
  • If items have been returned, confirm the mailing address and update FICS as applicable
  • Be sure to document this information in a Memo
  • Send customers another copy of the returned item(s) as needed 

Examples of Memos on loans with returned mail are shown below: