Verifying Interim Customer - Loan Number Not Provided

When interim 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
    • Click the Loan button under the Open menu on the Home tab at the top of the FICS screen 
    • Input this information in to the Search Criteria screen 
    • Press [Search Now] to retrieve the loan
  • Verify the name on the Borrower/Address Information screen, in the General folder in FICS to confirm you are speaking with the customer
  • Ask the customer to provide their property address verification purposes
    • Customer must speak this information to the CX Specialist
    • Verify the Property Address by viewing the Status Bar or clicking on the Property Details tab on the Borrower/Address Information Screen
  • Proceed with the call once all required verification steps are met  

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.