Verifying Interim Customer - Loan Number Not Provided

When retained servicing customers call Customer Experience for assistance and do not provide their loan number, follow the required verification steps listed below:  



If the caller is the customer and they do not have their loan number available:

  • Speak the greeting 
    • "Thank you for calling Fairway, my name is <your first name>, how may I assist you today?"
  • Listen to the caller, advise you will be able to assist them, and ask for their name
    • "Thank you.  I will be glad to assist you today.  May I have your name, please?"  
    • [wait for response]  
    • "Thank you, may I have your loan number please?"  
  • If the customer does not have their loan number available
    • Ask the customer to provide their full nine digit Social Security number for verification purposes
    • Customer must speak this information to the CX Specialist
    • Input this information on the LSCH screen in MSP and press <enter> 
  • Once the loan is accessed in MSP:
    • Verify the customer's name on the SER1 screen 
    • Ask the customer to provide their property address for verification purposes
      • Customer must speak this information to the CX Specialist
      • Verify the Property Address by viewing the SER1 screen or the MAS1 ADD1 screen in MSP


Proceed with the call - once all required verification steps are met -  to the items that must be confirmed shown below

The following items must be confirmed during the call:

  • Mailing address
  • Phone number
  • Email address

The CX Specialist may speak this information to the customer and have the customer verbally confirm accuracy.  Update these points of contact items if the customer advises our data on file is not accurate or up to date.