Fannie Mae Announces Know Your Options™ Customer Care Foreclosure Prevention Program
Servicer Training and Support Aimed at Creating Better Interactions with Struggling Homeowners
WASHINGTON, July 16, 2012 /PRNewswire/ — Fannie Mae (OTC Bulletin Board: FNMA) launched Know Your Options Customer Care, a customer engagement strategy and training program for servicers aimed at preventing foreclosures by developing consultative relationships with struggling homeowners. Under the program, Fannie Mae personnel conduct trainings for servicers’ call center employees, provide scripting for interactions with homeowners and help implement ongoing quality control measures.
“Everybody wins when we can prevent foreclosure: the servicer, Fannie Mae, and most importantly, the homeowner and their community,” said Leslie Peeler, Senior Vice President, National Servicing Organization, Fannie Mae. “What we’ve learned through the housing crisis is that if everybody takes the responsibility to work together and act early, then we can prevent foreclosures and keep families in their homes in many cases. We want our servicers to be trusted counselors to their customers, from attentively collecting documents to advising them of their options and guiding them through the process.”…read more