Verifying Retained Customer - Loan Number Not IVR Authenticated

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


If the caller is the customer and they do not successfully authenticate while using the IVR Automated System:

  • 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]  
  • If the loan number does not auto-populate through the Loan Pop Tool (indicating the customer did not authenticate through the IVR) 
    • Ask the customer to provide their 10-digit loan number
      • Input the loan number on the SER1 screen 
      • Verify the customer's name on the SER1 screen
    • Ask the customer to provide the last four digits of their Social Security number for verification purposes
      • Customer must speak this information to the CX Specialist
      • Verify the last four digits of the customer's Social Security number 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.