Servicing Team KB

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Glossary
Contact Information for Interim Call Center
- Interim Servicing Contact Information
- Branch Support - FairwayNow and Origination Issues
- Internal Points of Contact - Interim Servicing
Contact Information for Servicing911
- Servicing 911 Contact Information
- Branch Support - Fairway Now and Origination Issues
NewsFlash for Interim and Servicing911
- April 2022
- March 2022
  - March 30, 2022: Updated - Lakeview Loan Servicing Privacy Breach
  - March 29, 2022: Lakeview Loan Servicing Privacy Breach
- February 2022
  - February 4, 2022: Non-Retained Recast Matrix Has Been Updated
- January 2022
  - 01/06/22: Jumbo Loans Recast Matrix Has Been Updated
- 2021
- 2020
- Newsflashes for Retained Servicing Loans
  - Click Here to view Newsflashes for Retained Servicing Loans
Verification Requirements
- Verify Fairway Internal Employees
  - Verify Fairway Internal Employees
- Verify Incoming Calls: Interim Servicing Customer
  - Verifying Interim Customer - Loan Number Provided
  - Verifying Interim Customer - Loan Number Not Provided
- Verify Incoming Calls: Interim Servicing Third Party
- Verify Outbound Calls: Interim Servicing Customer
  - Verify Outbound Calls: Interim Servicing
- Verify Incoming Calls: Retained Servicing Customer
- Verify Incoming Calls: Retained Servicing Third Party
  - Verifying Incoming Calls - Retained Servicing Third Parties
  - Verify Incoming Calls: Retained Servicing Third Party Insurance Agents
- Verify Outbound Calls: Retained Servicing Customer
  - Verify Outbound Calls: Interim Servicing
- Recording Disclaimer: Adding Additional Party To a Call
  - Recording Disclaimer: Adding Additional Party to a Call
- Follow the Proper Steps to Locate a Fairway Originated Loan
- QA Monitoring Guidelines
  - View QA Scorecards and Guidelines
Memo Notes Requirements on FICS
- Documenting FICS - Direct Customer Communication
- Documenting FICS - Loan Officer Communication
Servicing911 VIP List
- VIP List for Servicing911
Update Customer Cell Phone Number
- Update Customer Cell Phone Number
Assumptions
- VA Assumption Overview
Billing Statement
- Billing Statement Guidelines and Sample
- Billing Statements for Second Lien and other Junior Lien Mortgages
Bi-Weekly Payments
- Bi Weekly Payments General Overview
- Bi Weekly Payments - Fairway Retained Servicing (ServiceMac)
- Bi Weekly Payments - Colorado Housing Finance Authority (CHFA)
- Bi Weekly - NewRez/Shellpoint
- Bi Weekly Payments - PNC
- Bi Weekly - Roundpoint
Call Center Operations
- Call Center Attendance Policy
  - Call Center Attendance Policy
- Departmental Events
  - Servicing Holiday Party 2019
  - Operation CX: Halloween 2019
- Servicing911
  - System Access Required for Servicing911
- Retained Servicing (ServiceMac)
  - Install VM Ware Client
- Locating a Fairway Originated Loan
  - Follow the Proper Steps to Locate a Fairway Originated Loan
- Citrix - Backup Link
- Outlook - Backup Link to Web Mail
Complaints
- Complaints Definitions
- Interim Call Center Complaints Logging
- Servicing 911 - When to Log Complaints
- Servicing 911 Management - LogicGate Complaints Tracking
- ServiceMac Complaints Management Presentation
COVID-19 Impacts and Assistance
- COVID-19 Disaster Loss Mitigation Waterfall
  - COVID-19 Disaster Loss Mitigation Waterfall
- Interim Servicing
  - INTERIM SERVICING - Customers Impacted by COVID-19 Coronavirus Pandemic
- Retained Servicing
- Transferred Servicing
  - TRANSFERRED SERVICING - Customers Impacted by COVID-19 Coronavirus Pandemic
- COVID-19 Credit Bureau Reporting Impacts
  - 06/15/2020: CARES Act COVID-19 Credit Bureau Reporting Update
  - COVID-19 Credit Bureau Reporting Impacts
- Servicing All Company Communications
  - 04/02/2020 - COVID-19 Servicing Update
Credit Bureau Reporting
- Customers Disputing Credit Pulls/Inquiries
- Mortgage Trigger Leads & Credit Reporting
Customer Email Notifications
- Customer Email - Notice of Transfer
- Customer Email - Payment Reminder
Disaster Impacts
- Disasters - Call Handling and Customer Talking Points
- Disasters - General Overview and Information
- Loss Draft Insurance Claims Checks Handling
- Disaster Hotline for Interim Servicing Loans
Email Templates - Interim Servicing
- Acknowledgement
- Autodraft & Biweekly Draft Unavailable
- Branch Location, Loan Officer, Telephone Number to Apply for Loan
- Confirm Payment Receipt
- Do Not Contact List
- Document Copy Request
- Email Ticket Missing Verification Pieces
- Escrow Payments
- FairwayNEXT Registration Steps
- Loan Type Unavailable Online
- Loss Draft Assigned and Sold to New Servicer but Not Yet Transferred
- Loss Draft Flagstar Bank Transfer
- Loss Draft M&T Bank Transfer
- Loss Draft Mr. Cooper Transfer
- Loss Draft ServiceMac Transfer
- Payment Forwarded to New Lender
- Payment Options
- Payoff
- Recast General Guidelines – Contact New Servicer
- Successor in Interest – Other Servicer
- Transfer Effective Date
- Webster Bank Transfer Loans
- Year End Mortgage Interest Statement for 2021
- Third Party Solicitation Letter Not Affiliated with Fairway
Encompass
- Encompass System Overview
- Payment Histories in Encompass
- Prepayment Penalty - Interim and Transferred Servicing Loans
Escrow
- How does an Escrow Account Work?
- Escrow Cushion
- Escrow Analysis
- Aggregate Accounting Method
- RESPA Escrow Disclosure Requirements
- Escrow Computation
- Escrow Shortage Possible Reasons
- Escrow Overage Possible Reasons
- Annual Escrow Analysis Disclosure Statement
- Escrow Shortage Options
Escrow Holdbacks
- Escrow Holdbacks
FairwayNEXT
- Reporting Customer Technical Issues with FairwayNEXT
- FairwayNEXT Texts
- FairwayNEXT Training Overview
- Loans Not Viewable in FairwayNEXT
- FairwayNEXT Promotional Buck Slip
- FairwayNEXT Updates and Enhancements
- FairwayNEXT Data Now Includes Loans in Bulk Sale to Flagstar Bank
FICS
- Locating a Fairway Originated Loan
- Password Resets and Account Unlocks - FICS
- FICS Quick Reference
- Documenting FICS - Direct Customer Communication
- Documenting FICS - Loan Officer Communication
- Generating History Statements in FICS
- Generating Payoff Statement Quotes In FICS
- FICS System Overview Document
- Users Must Properly Log Out of FICS Before Logging Out of Citrix
- Eleven (11) Digit Loan Number Scenario
- Upload Documents to Radstar
- View Purged Loan Data in FICS - April 2021
- View Purged Loans Data in FICS - February 2020
Five9
- Five9 Login Job Aid
Flagstar Bank General Information
- Flagstar Bank February 2021Transfer Loans
- Transfers to Flagstar Bank
- Flagstar Bank Mortgagee Clause
- Flagstar Policy on Paying Supplemental Tax Bills
- Flagstar Bank Does Not Honor Tax Option One in Wisconsin
- Flagstar Bank - Payments from Business Bank Accounts
Forms
- Retained Loans - ACH and Bi-Weekly Payment Enrollment Form
- Retained Loans - PMI Removal Application
- Retained Loans - Recast Application
- Password Log
Insurance: Hazard & Flood
- Homeowners (Hazard) Insurance
- Flood Insurance
- Insurance Requirements for Condominium Projects, Townhouses and PUD's
- Force Place / Lender Place Insurance
- Taxes
Investor & Servicer Matrix
- Servicers Fairway Transfers Loans To
- Investor & Servicer Matrix 11/24/2020
IVR - Interim Call Center
- IVR - Interim Call Center - Call Flow Outline and Diagrams
Insurance Policy Upload - Retained
- Upload Insurance Policy and Request Payment
Language Line - Interpreter Service
- Contact Information - Language Line
- Partnering With an Interpreter - Language Line
- Call Flow and Documentation Requirements - Language Line
- Additional Information - Language Line
Loss Draft Insurance Claim Check Endorsement
- Servicing911: Fairway Branch Loss Draft Endorsement Procedure
  - Branch Office Loss Draft Endorsement
  - Communication to Retained Branches - Loss Draft Endorsements 11/02/2021
- Interim and Retained Loss Draft Endorsement Procedures
  - Loss Draft Insurance Claim Checks Made Payable to Fairway
- Loss Draft Endorsement: Transferred to Flagstar Bank, Mr. Cooper or M&T Bank
- Loss Draft Endorsement: Rhode Island Option
  - Loss Draft Endorsement - Rhode Island Option
- Disaster Impacts
  - Disaster Impacts
Manage Engine Tickets
- Manage Engine Manual
- Service Codes for Manage Engine
Mortgagee Clause
- Mortgagee Clause
Name Change Requests
- Legal Name Change Requests from Interim Servicing Customers
- Correcting the Spelling of a Customer's Name During Interim Servicing
- Correcting a Customer's Social Security Number during Interim Servicing
New Loans
- New Loan Welcome Email
- Locating a Fairway Originated Loan
Notice of Transfer
- Notice of Transfer - Key Points and Sample
- Notice of Transfer Green Envelope
- Servicing Transfer Status Texts
- Servicing Transfer Status - FairwayNEXT.com
- Servicing Transfer Status - Customer Email
Pay by Phone - Job Aid and Disclosure Script
- Pay By Phone - Comprehensive Job Aid
- Payment Processing Disclosure - English
- Payment Processing Disclosure - Spanish
- Delete Pending Payment in REPAY/Lift
- Search for Same Day Pending Payment in REPAY/Lift
Payments and Cashiering
- Payment Methods
- Principal Curtailments - Dollar Amount Limits for Personal Checks and One-Time ACH Transactions
- Charge Offs - Collect the Payment
Payoffs - EPO and Generating Quotes
- Early Payoff Charged to Loan Officers - Interim and Transferred Servicing Loans
- Payoff Quotes for Interim Servicing Loans in FICS
- Payoff Wiring Instructions for Interim Servicing Loans in FICS
- Prepayment Penalty - Interim and Transferred Servicing Loans
- Payoff Quotes for Retained Renovation Loans
Privacy Incidents
- Privacy Incident Comprehensive Job Aid
  - Privacy Incident Comprehensive Job Aid
- LogicGate Breach: April 7, 2021
- Fairway Email Privacy Breach: August 2020
- Notice of Transfer Rescission Emails: March 18, 2021
  - Notice of a Fairway Operational Incident - Notice of Transfer Rescission Sent to Wrong Recipient
- Process: Letters Returned as Undeliverable by the Postal Service
  - Process: Letters Returned as Undeliverable by the Postal Service
Privacy Policy and Customer Opt Out
- Customer Information on Privacy Policy
Problem Loans / Challenged Inventory
- Encompass - Problem Loans / Challenged Inventory
QA Monitoring Guidelines
- QA Forms
- Call Flow Examples
  - Call Greeting and Introduction Examples
  - Call Summary and Closing Examples
- QA Policies and Procedures
  - QA Policies and Procedures Version v20200717
- Verification Requirements
  - Verification Requirements
Recast
- Recast Guidelines - Non-Retained Servicing
- Recast Guidelines - Retained Servicing
- Recast Guidelines - Jumbo Loans
- Investor/Loan Types Not Eligible to Recast
- What is a Recast?
- Recast Eligible Loan Types and General Guidelines
Renovation Loans
- Renovation Loans Point of Contact
- Renovation Loan Screens in Encompass
- Payoff Quotes for Retained Renovation Loans
- Determine if Repairs on Renovation Loans are Complete
Retained Loans - ServiceMac
- Access the Retained Servicing KnowledgeOwl
  - Retained Servicing KnowledgeOwl
- Retained Servicing - Customer Contact Information
  - Retained Servicing - Customer Contact Information
- Newsflashes for Retained Loans from Fairway Servicing Training
- How To Request Retained Servicing For A New Loan
  - How To Request Retained Servicing For A New Loan
- Welcome Email for New Retained Loans
  - Welcome Email for New Retained Loans
- Direct Boarding Loans to ServiceMac and Transfer Loans to ServiceMac
  - Direct Boarding Loans to ServiceMac and Transferred Loans to ServiceMac
- Retained Servicing Website and Mobile App
  - Retained Servicing Website and Mobile App
- ServiceMac Help Desk for Employee Password Resets & Employee Technical Assistance
  - Service Delivery Phone Support for Employee Password Resets and Employee Technical Assistance
- DaaS Self-Serve Password Reset
  - DaaS Self Serve Password Reset
- Retained - Install VMware Client
  - Retained - Install VM Ware Client
Returned Mail
- Returned Mail Processing for Interim Servicing and Transferred Servicing Loans
Reverse Mortgage
- Reverse Mortgage General Information
  - Overview of Reverse Mortgages with Fairway
  - Key Servicing Differences: Forward versus Reverse
- Reverse Support Department - Internal and Loan Officer
  - Fairway Reverse Support Department - Internal and Loan Officer Assistance
- New Reverse Production Channel and Subservicer
  - New Reverse Production Channel and Subesevicer
- Reverse Mortgage - Celink HECM CLS
- Reverse Mortgage Welcome Packets and LOC Confirmation Letters - Timing and Mailing
  - Reverse Mortgage Welcome Packets and LOC Confirmation Letters
Tax
- Tax Talking Points for Non-Retained Loans in Wisconsin
- Tax Overview, Due Dates, Exemptions and Tax Sales
Third Party Authorization Forms
- Fairway Third Party Authorization Form - Interim and Transferred Servicing
- Fairway Third Party Authorization Form - Retained Servicing
- Add Third Party to DMS & MSP - Retained Loans
Training Videos
- 1. Introduction Overview - Length 23:20
- 2. Servicing Organization, Websites and Systems Overview - Length 32:09
- 3. KnowledgeOwl - Length 9:45
- 4. Contact Us Information and IVR - Length 18:29
- 5. Notice of Transfer and Billing Statement - Length 31:38
- 6. Payments and Cashiering - Length 14:17
- 7. Lift/Repay Training Video - Length 12:59
- 8. FairwayNEXT.com Training Video - Length 27:27
- 9. Call Flow, Verifications and QA Overview - Length 31:15
- 10. FICS General Overview - Length 40:34
- 11. FICS Verification Examples - Length 9:54
- 12. FICS Servicing Transfer Examples - Length 42:42
- 13. FICS Transaction History Examples - Length 45:11
- 14. FICS Memos Examples - Length 15:24
- 15. FICS Radstar - Length 8:38
- 16. FICS KnowledgeOwl Content - Length 18:21
- 17. Recast - Length 12:08
- 18. Complaints - Length 16:15
- 19. COVID-19 Impacts and Assistance - Length 8:02
- 20. Newsflashes - Video Length 5:08
- 21. Escrow, Insurance, and Loss Draft Claim Checks - Length 27:18
Verification of Mortgage (VOM)
- Request VOM for Retained Servicing Loans
- Request VOM for Interim Servicing Loans
W9 Requests
- W-9 Requests
Web Direct User Guide
- Web Direct Users Guide
Webster Loans - Special Handling and Discounted Payment Amount
- Webster Loans - ACH and Discounted Payment Amount
WHEDA Loans
- What is WHEDA? What are WHEDA Loans?
- WHEDA Loans Do Not Offer Wisconsin Tax Payment Options
Year End 2021
- Training Videos - Year End Statements for 2021
- Fairway Tax ID Number (TIN)
- Form 1098 Year End Statement - General Information
- Form 1098 Year End Statement - Names and TIN Numbers
- Form 1098 Year End Statement - Points
- View Encompass Year End Documents not in FICS
- Year End Data on FairwayNEXT.com
- Bond and Correspondent Loans - 1098 Year End Statements
- 1099 Pro Procedures Document
- Correspondent Loans - Key Points for Year End
- 1099-C Statements
- 1099-INT Statements
- Tax Advice - IRS Website
- View Year End Data in FICS
- Wisconsin Tax Option - 2021
No Content - Do Not Use
- Retained Servicing Content Has Moved - Click For More Info
  - Retained Servicing Content Has Moved - Click Here to Learn More
- ACH and Bi-Weekly Payments
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Additional Call Types
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Authenticating Callers and Third Parties
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Bankruptcy
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Billing Statements
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Call Handling
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Cashiering and Fees
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Cease and Desist
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Complaints
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Corporate Advance Balances
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Credit Reporting
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Customer Web Portal MyFairwayServicing
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Disasters
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Documents
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Escalated Calls
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Escrow
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Fairway Servicing Contact Information
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Foreclosure
  - Retained Servicing Content Has Moved - Click Here to Learn More
- IVR - Retained Servicing Call Center
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Language Line Interpreter Service
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Lien Release
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Logging into Call Center Applications
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Mortgage Insurance - MIP and PMI
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Mortgage Overview
  - Retained Servicing Content Has Moved - Click Here to Learn More
- MSP Codes and Task IDs
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Name Changes
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Newsflashes for Retained Servicing
  - Retained Servicing Content Has Moved - Click Here to Learn More
    - Retained Servicing Content Has Moved - Click Here to Learn More
  - 2019 and 2020
    - 2020
    - 2019
- Payoffs
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Partial Release Land Modification
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Qualified Written Request and Written Correspondence
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Recast
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Renovation Loans
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Retained Servicing Conversion Timeline
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Servicing Transfer and New Loan Boarding
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Special Products
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Successors In Interest (SII)
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Tax
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Third Party Authorization Form
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Update Customer Contact Info
  - Retained Servicing Content Has Moved - Click here for more information.
    - Retained Servicing Content Has Moved - Click Here to Learn More
  - Updating Telephone Numbers
    - Retained Servicing Content Has Moved - Click Here to Learn More
  - Updating Mailing Address
    - Retained Servicing Content Has Moved - Click Here to Learn More
  - Updating Email Address
    - Retained Servicing Content Has Moved - Click Here to Learn More
- Verification Of Mortgage (VOM)
  - Retained Servicing Content Has Moved - Click Here to Learn More
- Year End 2019 Retained Servicing
  - Retained Servicing Content Has Moved - Click Here to Learn More
NewsFlash Archive
- Newsflashes for Interim and Servicing 911

Home

Reverse Mortgage

Reverse Mortgage General Information

Reverse Support Department - Internal and Loan Officer

New Reverse Production Channel and Subservicer

Reverse Mortgage - Celink HECM CLS

Reverse Mortgage Welcome Packets and LOC Confirmation Letters - Timing and Mailing

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