Servicing Team KB

Home
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

Retained Loans - ServiceMac

Access the Retained Servicing KnowledgeOwl

Retained Servicing - Customer Contact Information

Newsflashes for Retained Loans from Fairway Servicing Training

How To Request Retained Servicing For A New Loan

Welcome Email for New Retained Loans

Direct Boarding Loans to ServiceMac and Transfer Loans to ServiceMac

Retained Servicing Website and Mobile App

ServiceMac Help Desk for Employee Password Resets & Employee Technical Assistance

DaaS Self-Serve Password Reset

Retained - Install VMware Client

Copyright © 2020 – 2021 Your Company, LLC. All rights reserved.