TRANSFERRED SERVICING - Customers Impacted by COVID-19 Coronavirus Pandemic

This procedure and content on this page will be updated as additional options become available and as processes and guidelines change.


Loans that Have Transferred to a New Servicer

If customers contact the Interim Call Center or Servicing 911 advising they have been impacted by the COVID-19 Coronavirus Pandemic and are experiencing a financial hardship, follow the steps below.


Express Empathy when speaking with these customers.  Examples include:  

  • I regret to hear you are experiencing this hardship - let me help you now.
  • Fairway is here to listen and to help, thank you for calling us.
  • I can sense this is frustrating for you, I will see what I can do to help right now.
  • I see how this can be difficult for you right now, and I will work with you today to see how we can help.

Note:  These are example phrases and are not required to be used verbatim.  Feel free to use similar language and phrases - that you would naturally say - to connect with customers and reassure them we are here to help and that we care.  

Procedure

Advise customers to contact their current Servicer directly, and offer to provide contact information for the Servicer if available.


It is extremely important to remind customers to keep in touch with their Servicer regarding their situation.  As conditions change, additional options or assistance plans may become available.