Fannie Mae Servicing Guide A4-2.1-04 — Establishing Contact with the Borrower

Fannie Mae Servicing Guide A4-2.1-04 — Establishing Contact with the Borrower

A4-2.1-04, Establishing Contact with the Borrower (12/16/2015) Introduction This topic contains the following: Call Center Coverage Requirements Requirements for Borrower Contact Attempts Call Center Coverage Requirements The following table provides the requirements for call center operations. Published May 13, 2026 146 ✓ Call Center Coverage Requirements The average speed to answer an inbound call must be 60 seconds or less. The monthly Call Blockage Rate must be less than or equal to 1%. The Call Abandonment Rate must be less than or equal to 5%. For live chats (that is, electronic question and answer sessions), responses must be initiated in less than or equal to 5 minutes from a chat inquiry. On average, emails from borrowers must be responded to within 48 hours of receipt. The foreclosure prevention department staff must be available during inbound and outbound collection activity unless collections staff are also well-versed in workout options. Requirements for Borrower Contact Attempts The servicer must attempt to achieve QRPC to resolve the mortgage loan delinquency. All contact attempts must be documented in the mortgage loan servicing file. The following table provides the servicer’s responsibilities in its attempts to contact a borrower. ✓ The servicer must… Utilize the minimum number of attempts discussed in this Guide to contact the borrower during the various stages of delinquency. Document all contact attempts in the mortgage loan servicing file and provide evidence to Fannie Mae that it satisfied the QRPC standard upon request. Vary the days of the week and times of the day of calls to an individual borrower to achieve adequate outreach, and include some evening and weekend calls. Note: If the day a servicer is required to conduct contact attempts is a day the servicer is not open, contact attempts must be conducted the next day the servicer is open. The servicer is authorized to use various outreach methods to contact the borrower as permitted by applicable law, including but not limited to: mail, Published May 13, 2026 147 email, texting, and voice response unit technology. Recent Related Announcements There are no recently issued Announcements related to this topic. A4-2.1-05, Requirements for Collection and Foreclosure Prevention Strategies Unique to Second Lien Mortgage Loans (11/12/2014) The following table lists the responsibilities of the servicer of a second lien mortgage loan in implementing its collection and foreclosure prevention strategies. ✓ The servicer must… Contact the first lien mortgage servicer to determine the following: • the status of the first lien mortgage loan, • any previous or ongoing collection efforts employed by that servicer, and • the borrower’s commitment and performance during those collection efforts. The servicer must take the information received from the first lien mortgage servicer into consideration when deciding the collection method it intends to use. Keep in mind that the servicing of delinquent second lien mortgage loans requires accelerated follow-up and expedited liquidation decisions if the collection methods used are not successful. Begin its telephone contact attempts before it mails the late payment notice, concentrating particularly during the five- to ten-day period that precedes the due date of the next installment. Recent Related Announcements There are no recently issued Announcements related to this topic. Published May 13, 2026 148

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