Servicing Guide

Published June 13, 2018

D2-2-02: Outbound Contact Attempt Requirements (05/10/2017)

This topic contains information on outbound contact attempt requirements.

The purpose of outbound contact attempts is to achieve QRPC as described in D2-2-01, Achieving Quality Right Party Contact with a Borrower. When communicating with the borrower, the servicer must emphasize the importance of making payments on or prior to their due dates.

The following table provides specific requirements for outbound contact attempts.

Timing of outbound contact attempts Outbound contact attempt requirements

Days 36 through 210 of delinquency

The servicer must begin outbound contact attempts no later than the 36th day of delinquency and must continue every 5 days until one of the following outcomes is attained:

  • QRPC is achieved and/or the borrower adheres to any agreement made with the servicer, including, but not limited to, entering into a Trial Period Plan, forbearance plan, or repayment plan;

  • the delinquency is resolved;

  • a complete BRP is received (see D2-2-05, Receiving a Borrower Response Package for information on the requirements for a complete BRP);

  • the borrower has provided a promise to pay the delinquent amount by a specified date (not to exceed 30 days); or

  • QRPC is achieved and the borrower indicates that he or she is not interested in a workout option.

Unless required by applicable law to continue outbound contact attempts to the delinquent borrower, the servicer must discontinue all outbound contact attempts

  • 60 days prior to the judicial foreclosure sale date, or

  • 30 days prior to a non-judicial foreclosure sale date.

Note: The servicer is authorized to conduct outbound contact attempts prior to the 36th day of delinquency and to use its own methodology or borrower behavioral models to determine when outbound contact attempts should begin prior to the 36th day of delinquency.

After the 210th day of delinquency

The servicer is authorized to continue outbound contact attempts beyond the 210th day of the delinquency until one of the following outcomes is attained:

  • QRPC is achieved and/or the borrower adheres to any agreement made with the servicer, including, but not limited to, entering into a Trial Period Plan, forbearance plan, or repayment plan;

  • the delinquency is resolved;

  • a complete BRP is received (see D2-2-05, Receiving a Borrower Response Package for information on the requirements for a complete BRP);

  • the borrower has provided a promise to pay the delinquent amount by a specified date (not to exceed 30 days); or

  • QRPC is achieved and the borrower indicates that he or she is not interested in a workout option.

Unless required by applicable law to continue outbound contact attempts to the delinquent borrower, the servicer must discontinue all outbound contact attempts

  • 60 days prior to the judicial foreclosure sale date, or

  • 30 days prior to a non-judicial foreclosure sale date.

Related Announcements

The following table provides references to Announcements that are related to this topic.

Announcements Issue Date
Announcement SVC-2017-04 May 10, 2017
Announcement SVC–2015–15 December 16, 2015