On July 16, Fannie Mae announced its “Know Your Options Customer Care” program, through which Fannie Mae provides training for servicers’ call center employees in an effort to help prevent foreclosures. The program also offers servicers scripting for interactions with homeowners and assistance with quality control implementation. Fannie Mae has already implemented the program with 18 of its largest servicers and is now making the program available to all servicers through online webinars and related materials. Fannie Mae noted that those servicers that have participated in the free program have seen substantial increases in workouts.
