Fannie Mae: New Post-Payment Portal and Even Better Customer Service
July 19, 2017
New post-payment documentation portal coming soon
To improve customer service and increase efficiency, we have introduced an online Post Payment Documentation Request portal. Beginning Aug. 4, this portal will trigger email notifications to servicers when a paid expense is flagged for a post-payment review and additional documentation is required to remediate a possible collection to Fannie Mae. Servicers will be able to electronically upload the necessary documentation or communicate when they will remit collection funds back to Fannie Mae.
The Post Payment Documentation Request Portal Job Aid, located on the Servicer Expense Reimbursement page, provides instructions on how to access the new portal, as well as procedures on how to complete requests.
New process, same great service
Last year, we simplified the way you contact Fannie Mae by establishing a single phone line (800-2FANNIE) to consolidate and replace multiple phone numbers and improve issue tracking and resolution. Starting in September, we’ll make sure more of your calls are answered by a live analyst when contacting the Investor Reporting team, and email responses will be provided more quickly. More information on these changes will be communicated in the coming weeks.
Our Technology Support Center continues to be the primary point of contact for those who require assistance using our applications. You can reach the center via phone (800-2FANNIE) or web chat, 24×7 (except major holidays).
Join us at these events:
- July 30-Aug. 1 | Michigan Mortgage Lenders Association Annual Conference | Mt. Pleasant
- Aug. 6-9 | Lenders One Summer Conference | Minneapolis
View all events.
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Source: Fannie Mae