Know Your Options™ Customer CARE (Connect, Assess, Resolve, and Execute) leverages a servicer's ownership model to establish consultative customer relationships, maintain right party contact, and properly position all available workout options.
Servicers using this approach can present either retention or liquidation workout options, depending on the customer's financial capacity and intent to retain homeownership.
Customer CARE aligns with the Single Point of Contact (SPOC) standards promoted by the Office of the Comptroller of the Currency and the Consumer Finance Protection Bureau. In addition, the Customer CARE approach complies with FHFA's Servicing Alignment Initiative.
For more information, contact your Fannie Mae representative.