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Freddie Mac EVP Dave Lowman Sends a Message

On September 23, Freddie Mac released a message from EVP of Single-Family Business, Dave Lowman.

A Message From Dave Lowman, Executive Vice President, Single-Family Business

I want you – as a Freddie Mac customer – to have confidence in our commitment to give
you the high-quality service you expect, the day-to-day support you need, and the respect
our valued business partners deserve.

In the almost five months I’ve been at Freddie Mac, I’ve had the opportunity to get out of Virginia and meet onsite with many of our customers. I’ve spoken with even more of you on the phone. And you’ve told me – very candidly – where we’re doing right by our customers and where we fall short. You’ve been just as direct in your conversations with other members of the Single-Family Business leadership team, and in your responses to our customer satisfaction surveys. Thank you for that.

The message? Freddie Mac is on the right track in a lot of areas, but we need to improve your customer experience. Specifically, you’ve told us we need to:

  • Make it easier to do business with us
  • Increase our customer focus
  • Achieve a more consistent understanding of your business within our leadership team, and engage with you more frequently
  • Communicate more clearly, especially about what you can expect from us
  • Continue to improve our technology

We’ve heard you. Just as you’ve had to change in recent years, Freddie Mac is changing, too – to be a better business partner with you today, as we work together to build a stronger, more efficient housing finance system for tomorrow.

We’ve already taken meaningful steps to address your concerns, including:

  • Dedicating ourselves to new Customer Service Level Standards aimed at strengthening our business relationship with you. These Standards define the level of customer service you should expect from us, and against which we’ll measure our performance.
  • Introducing tools, like Loan Quality Advisor, that are designed to provide you with clearer, more transparent information and greater purchase certainty.
  • Providing more comprehensive support through new and enhanced training opportunities and resources, such as webinars on integrating Loan Quality Advisor into your business practices and an overview of Loan Prospector enhancements.
  • Enhancing Loan Prospector user feedback to clearly align messages with our underwriting, documentation, and purchase eligibility requirements.
  • Updating Workout Prospector so Servicers can submit modification exceptions directly through the system – rather than emailing forms – and immediately view results and status online.
  • Providing greater transparency and improved response times by delivering email updates as needed throughout the day on technology system issues or outages.
  • Launching “Freddie Mac Update Calls” to help you understand the changes to our requirements, new tools and technologies, and other key process and operational changes we’re making.
  • Piloting a new Customer Business Profile report that gives Sellers a more comprehensive view of your business with us.
  • Leveraging our Customer Advisory Boards so that your voice is heard as we introduce changes to the market.
  • Hosting senior leadership calls so our leadership teams hear directly from our customers.
  • Redesigning our Quality Assurance review process for Servicers and publishing a review calendar.

These are tangible steps that represent the first installment in what will be a series of changes over the coming months as we work to deliver the best possible customer service. Among the improvements we’ll be rolling out:

  • Monthly reports sharing our progress in meeting the new Customer Service Level Standards.
  • New technology to provide Sellers transparency into the status of loans requested by Quality Control, including loan findings and repurchase data.
  • Revised short sale processes that reduce approval times.
  • Broadening our Customer Business Profile pilot to all Sellers.
  • Continued enhancements that provide better clarity and transparency in Loan Prospector’s feedback messaging.
  • Streamlined foreclosure bidding process and enhanced technology tools through Service Loans Application.

Here’s the bottom line: we want to be your first choice when it comes to doing business in the secondary mortgage market, and we’re working hard to earn your business today and to continue earning it tomorrow. Some of you have told us you’re already seeing a difference, and that’s gratifying. But we won’t be satisfied until all of our customers are experiencing a better, more responsive Freddie Mac.

Please know that our entire team is behind you, and as head of the Single-Family Business, I’m holding myself and every employee accountable for results. Meanwhile, I welcome your feedback on any of the changes we’re making.

Thank you for your business. I look forward to strengthening our relationship as we continue to improve our service to you.

Sincerely,

Dave Lowman
Executive Vice President, Single-Family Business
Freddie Mac

Please click here to view the online message.

About Safeguard 
Safeguard Properties is the largest mortgage field services company in the U.S. Founded in 1990 by Robert Klein and based in Valley View, Ohio, the company inspects and maintains defaulted and foreclosed properties for mortgage servicers, lenders,  and other financial institutions. Safeguard employs approximately 1,700 people, in addition to a network of thousands of contractors nationally. Website: www.safeguardproperties.com.

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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