source:
  type: guide
  id: fnma-svc-a4-2.1-04
  authority: Fannie Mae Servicing Guide A4-2.1-04 — Establishing Contact with the
    Borrower
  description: Fannie Mae Servicing Guide A4-2.1-04 — Establishing Contact with the
    Borrower.
  coverage_tier: operative
obligations:
- id: fnma-svc-a4-2.1-04-full
  canonical_id: fnma-svc-a4-2.1-04-full
  section: Fannie Mae Servicing Guide A4-2.1-04 — Establishing Contact with the Borrower
  type: do
  tags:
  - regulator-direct
  - fnma
  - servicing-guide
  - corpus-expansion
  - tier-operative
  primary_source:
    tier: 1
    authority: Fannie Mae Servicing Guide A4-2.1-04 — Establishing Contact with the
      Borrower
    source_class: fnma-guide
    source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
    snapshot_id: cf63a82bbb4adfba
    fetched_at: '2026-05-22T23:53:19Z'
    content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
    paragraph_quote: 'A4-2.1-04, Establishing Contact with the Borrower (12/16/2015)
      Introduction This topic contains the following: Call Center Coverage Requirements
      Requirements for Borrower Contact Attempts Call Center Coverage Requirements
      The following table provides the requirements for call center operations. Published
      May 13, 2026 146 ✓ Call Center Coverage Requirements The average speed to answer
      an inbound call must be 60 seconds or less. The monthly Call Blockage Rate must
      be less than or equal to 1%. The Call Abandonment Rate must be less than or
      equal to 5%. For live chats (that is, electronic question and answer sessions),
      responses must be initiated in less than or equal to 5 minutes from a chat inquiry.
      On average, emails from borrowers must be responded to within 48 hours of receipt.
      The foreclosure prevention department staﬀ must be available during inbound
      and outbound collection activity unless collections staﬀ are also well-versed
      in workout options. Requirements for Borrower Contact Attempts The servicer
      must attempt to achieve QRPC to resolve the mortgage loan delinquency. All contact
      attempts must be documented in the mortgage loan servicing ﬁle. The following
      table provides the servicer’s responsibilities in its attempts to contact a
      borrower. ✓ The servicer must… Utilize the minimum number of attempts discussed
      in this Guide to contact the borrower during the various stages of delinquency.
      Document all contact attempts in the mortgage loan servicing ﬁle and provide
      evidence to Fannie Mae that it satisﬁed the QRPC standard upon request. Vary
      the days of the week and times of the day of calls to an individual borrower
      to achieve adequate outreach, and include some evening and weekend calls. Note:
      If the day a servicer is required to conduct contact attempts is a day the servicer
      is not open, contact attempts must be conducted the next day the servicer is
      open. The servicer is authorized to use various outreach methods to contact
      the borrower as permitted by applicable law, including but not limited to: mail,
      Published May 13, 2026 147 email, texting, and voice response unit technology.
      Recent Related Announcements There are no recently issued Announcements related
      to this topic. A4-2.1-05, Requirements for Collection and Foreclosure Prevention
      Strategies Unique to Second Lien Mortgage Loans (11/12/2014) The following table
      lists the responsibilities of the servicer of a second lien mortgage loan in
      implementing its collection and foreclosure prevention strategies. ✓ The servicer
      must… Contact the ﬁrst lien mortgage servicer to determine the following: •
      the status of the ﬁrst lien mortgage loan, • any previous or ongoing collection
      eﬀorts employed by that servicer, and • the borrower’s commitment and performance
      during those collection eﬀorts. The servicer must take the information received
      from the ﬁrst lien mortgage servicer into consideration when deciding the collection
      method it intends to use. Keep in mind that the servicing of delinquent second
      lien mortgage loans requires accelerated follow-up and expedited liquidation
      decisions if the collection methods used are not successful. Begin its telephone
      contact attempts before it mails the late payment notice, concentrating particularly
      during the ﬁve- to ten-day period that precedes the due date of the next installment.
      Recent Related Announcements There are no recently issued Announcements related
      to this topic. Published May 13, 2026 148'
  judgment: false
