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Fannie Mae: New Post-Payment Portal and Even Better Customer Service

Investor Update
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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When it comes to property preservation and marketing, here are a few tips and new products endorsed by the pros. Read more

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Fannie Mae listened to partners to understand the many factors impacting those living in concentrated poverty. Read more

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Recent Tweets

Just released: Our July 2017 Economic & Housing Outlook. Find out what’s projected for the second half of the year:
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July 18
 
The net % of lenders expecting more demand remains relatively stable for the same quarter year over year. Read more:
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July 16

Source: Fannie Mae

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CEO

Alan Jaffa

Alan Jaffa is the Chief Executive Officer for Safeguard Properties, steering the company as the mortgage field services industry leader. He also serves on the board of advisors for SCG Partners, a middle-market private equity fund focused on diversifying and expanding Safeguard Properties’ business model into complimentary markets.

Alan joined Safeguard in 1995, learning the business from the ground up. He was promoted to Chief Operating Officer in 2002, and was named CEO in May 2010. His hands-on experience has given him unique insights as a leader to innovate, improve and strengthen Safeguard’s processes to assure that the company adheres to the highest standards of quality and customer service.

Under Alan’s leadership, Safeguard has grown significantly with strategies that have included new and expanded services, technology investments that deliver higher quality and greater efficiency to clients, and strategic acquisitions. He takes a team approach to process improvement, involving staff at all levels of the organization to address issues, brainstorm solutions, and identify new and better ways to serve clients.

In 2008, Alan was recognized by Crain’s Cleveland Business in its annual “40-Under-40” profile of young leaders. He also was named a NEO Ernst & Young Entrepreneur Of The Year® Award finalist in 2013.

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Esq., General Counsel and EVP

Linda Erkkila

Linda Erkkila is the General Counsel and Executive Vice President for Safeguard Properties, with oversight of legal, human resources, training, and compliance. Linda’s broad scope of oversight covers regulatory issues that impact Safeguard’s operations, risk mitigation, strategic planning, human resources and training initiatives, compliance, insurance, litigation and claims management, and counsel related to mergers, acquisition and joint ventures.

Linda assures that Safeguard’s strategic initiatives align with its resources, leverage opportunities across the company, and contemplate compliance mandates. She has practiced law for 25 years and her experience, both as outside and in-house counsel, covers a wide range of corporate matters, including regulatory disclosure, corporate governance compliance, risk assessment, compensation and benefits, litigation management, and mergers and acquisitions.

Linda earned her JD at Cleveland-Marshall College of Law. She holds a degree in economics from Miami University and an MBA. Linda was previously named as both a “Woman of Influence” by HousingWire and as a “Leading Lady” by MReport.

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COO

Michael Greenbaum

Michael Greenbaum is the Chief Operating Officer of Safeguard Properties, where he has played a pivotal role since joining the company in July 2010. Initially brought on as Vice President of REO, Mike’s exceptional leadership and strategic vision quickly propelled him to Vice President of Operations in 2013, and ultimately to COO in 2015. Over his 14-year tenure at Safeguard, Mike has been instrumental in driving change and fostering innovation within the Property Preservation sector, consistently delivering excellence and becoming a trusted partner to clients and investors.

A distinguished graduate of the United States Military Academy at West Point, Mike earned a degree in Quantitative Economics. Following his graduation, he served in the U.S. Army’s Ordnance Branch, where he specialized in supply chain management. Before his tenure at Safeguard, Mike honed his expertise by managing global supply chains for 13 years, leveraging his military and civilian experience to lead with precision and efficacy.

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CFO

Joe Iafigliola

Joe Iafigliola is the Chief Financial Officer for Safeguard Properties. Joe is responsible for the Control, Quality Assurance, Business Development, Marketing, Accounting, and Information Security departments. At the core of his responsibilities is the drive to ensure that Safeguard’s focus remains rooted in Customer Service = Resolution. Through his executive leadership role, he actively supports SGPNOW.com, an on-demand service geared towards real estate and property management professionals as well as individual home owners in need of inspection and property preservation services. Joe is also an integral force behind Compliance Connections, a branch of Safeguard Properties that allows code enforcement professionals to report violations at properties that can then be addressed by the Safeguard vendor network. Compliance Connections also researches and shares vacant property ordinance information with Safeguard clients.

Joe has an MBA from The Weatherhead School of Management at Case Western Reserve University, is a Certified Management Accountant (CMA), and holds a bachelor’s degree from The Ohio State University’s Honors Accounting program.

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Business Development

Carrie Tackett

Business Development Safeguard Properties