source:
  type: regulation
  id: fhlmc-9201.4
  authority: Freddie Mac Single-Family Seller/Servicer Guide §9201.4 — Servicer’s loss mitigation operations (09/10/25)
  description: "Freddie Mac Guide §9201.4 (Servicer’s loss mitigation operations). Gap-fill (verbatim, ID-diff).\
    \ \n"
obligations:
- id: fhlmc-9201.4-0
  canonical_id: fhlmc-9201.4-0
  section: Freddie Mac Guide 9201.4
  description: '9201.4 Servicer’s loss mitigation operations: (09/10/25) Loss mitigation activities must be an integral
    part of the Servicer’s Servicing operations. Freddie Mac expects the Servicer’s collection and loss mitigation
    staff to coordinate their efforts. The Servicer must ensure that it has: 1. A documented process for loss mitig…'
  type: do
  tags:
  - regulator-direct
  - gap-fill
  - fhlmc-guide
  - section-complete
  primary_source:
    tier: 1
    authority: Freddie Mac Single-Family Seller/Servicer Guide §9201.4 — Servicer’s loss mitigation operations (09/10/25)
    source_class: gse-guide
    source_url: https://guide.freddiemac.com/
    snapshot_id: 5869ee9e606cd4ae
    fetched_at: '2026-06-18T00:00:00+00:00'
    content_hash: sha256:9a1b23e5024bb369e7a59d36b3702383c11ace68b5d209fdef791bc8f955c637
    paragraph_quote: '(09/10/25) Loss mitigation activities must be an integral part of the Servicer’s Servicing
      operations. Freddie Mac expects the Servicer’s collection and loss mitigation staff to coordinate their efforts.
      The Servicer must ensure that it has: 1. A documented process for loss mitigation activities and approving
      foreclosures 2. Skilled staff devoted to loss mitigation activities 3. Trained collections and loss mitigation
      staff who: ■ Have the ability to gain a Borrower’s confidence and help the Borrower explore alternatives to
      foreclosure ■ Provide counseling to a Borrower early in the Delinquency to explain potential options and the
      consequences of foreclosure ■ Maintain a record of conversations with a Borrower in the Mortgage file or other
      form of data storage'
    drafter_attestation: Verbatim from Freddie Guide §9201.4 body (max-gap occurrence), snapshot 5869ee9e606cd4ae;
      substring-verified.
  judgment: false
- id: fhlmc-9201.4-1
  canonical_id: fhlmc-9201.4-1
  section: Freddie Mac Guide 9201.4
  description: '9201.4 Servicer’s loss mitigation operations: 201-7 ■ Screen Borrower requests for assistance to
    identify eligible workout candidates'
  type: do
  tags:
  - regulator-direct
  - gap-fill
  - fhlmc-guide
  - section-complete
  primary_source:
    tier: 1
    authority: Freddie Mac Single-Family Seller/Servicer Guide §9201.4 — Servicer’s loss mitigation operations (09/10/25)
    source_class: gse-guide
    source_url: https://guide.freddiemac.com/
    snapshot_id: 5869ee9e606cd4ae
    fetched_at: '2026-06-18T00:00:00+00:00'
    content_hash: sha256:9a1b23e5024bb369e7a59d36b3702383c11ace68b5d209fdef791bc8f955c637
    paragraph_quote: 201-7 ■ Screen Borrower requests for assistance to identify eligible workout candidates
    drafter_attestation: Verbatim from Freddie Guide §9201.4 body (max-gap occurrence), snapshot 5869ee9e606cd4ae;
      substring-verified.
  judgment: false
- id: fhlmc-9201.4-2
  canonical_id: fhlmc-9201.4-2
  section: Freddie Mac Guide 9201.4
  description: '9201.4 Servicer’s loss mitigation operations: Servicer default management performance standards
    (09/10/25) This section contains requirements related to: ■ Call center performance standards ■ Quality right
    party contact performance standard ■ Alternative to foreclosure pull-through rate Freddie Mac will measure a
    Servicer’s …'
  type: do
  tags:
  - regulator-direct
  - gap-fill
  - fhlmc-guide
  - section-complete
  primary_source:
    tier: 1
    authority: Freddie Mac Single-Family Seller/Servicer Guide §9201.4 — Servicer’s loss mitigation operations (09/10/25)
    source_class: gse-guide
    source_url: https://guide.freddiemac.com/
    snapshot_id: 5869ee9e606cd4ae
    fetched_at: '2026-06-18T00:00:00+00:00'
    content_hash: sha256:9a1b23e5024bb369e7a59d36b3702383c11ace68b5d209fdef791bc8f955c637
    paragraph_quote: 'Servicer default management performance standards (09/10/25) This section contains requirements
      related to: ■ Call center performance standards ■ Quality right party contact performance standard ■ Alternative
      to foreclosure pull-through rate Freddie Mac will measure a Servicer’s default management performance against
      certain metrics, which may be amended by Freddie Mac from time to time. The Servicer’s performance in the
      metrics will comprise its overall Servicer Success Scorecard assessment in the default management category
      of the Servicer Success Scorecard. In addition to the performance standards prescribed below, a Servicer must
      also refer to its Servicer Success Scorecard for the specific metrics and to Section 3501.2 for additional
      information about the Servicer Success Scorecard. (a) Call center performance standards The following terms
      are described for purposes of this section: Call center definitions A Abandon Rate Percentage of calls made
      by the Servicer to Borrowers or by a Borrower to a Servicer that are not intercepted by the Servicer (i.e.,
      a live operator) before the Borrower disconnects. B Blockage Rate Number of calls blocked, whether intentional
      or unintentional, as a percentage of inbound calls directed to a Servicer’s call center. Example: A Borrower
      attempting to call the Servicer receives a busy signal as a result of a Servicer’s inbound call center’s failure
      to receive such call.'
    drafter_attestation: Verbatim from Freddie Guide §9201.4 body (max-gap occurrence), snapshot 5869ee9e606cd4ae;
      substring-verified.
  judgment: false
- id: fhlmc-9201.4-3
  canonical_id: fhlmc-9201.4-3
  section: Freddie Mac Guide 9201.4
  description: '9201.4 Servicer’s loss mitigation operations: 201-8 Servicers that maintain a call center must meet
    the following minimum call center and other contact performance standards as measured in monthly increments:
    ■ Average speed to answer a telephone call of 60 seconds or less ■ 5% or less telephone call Abandon Rate ■
    1% or les…'
  type: do
  tags:
  - regulator-direct
  - gap-fill
  - fhlmc-guide
  - section-complete
  primary_source:
    tier: 1
    authority: Freddie Mac Single-Family Seller/Servicer Guide §9201.4 — Servicer’s loss mitigation operations (09/10/25)
    source_class: gse-guide
    source_url: https://guide.freddiemac.com/
    snapshot_id: 5869ee9e606cd4ae
    fetched_at: '2026-06-18T00:00:00+00:00'
    content_hash: sha256:9a1b23e5024bb369e7a59d36b3702383c11ace68b5d209fdef791bc8f955c637
    paragraph_quote: '201-8 Servicers that maintain a call center must meet the following minimum call center and
      other contact performance standards as measured in monthly increments: ■ Average speed to answer a telephone
      call of 60 seconds or less ■ 5% or less telephone call Abandon Rate ■ 1% or less telephone call Blockage Rate
      ■ Average time for a live operator to respond to e-mails of 48 hours or less after receipt (excluding automated
      responses) ■ Live operator chat response times of 5 minutes or less between chats Servicers that maintain
      a call center must maintain data related to the performance standards described above and must make such data
      available to Freddie Mac upon request. (b) Quality right party contact performance standard In its efforts
      to contact Borrowers, a Servicer must strive to achieve a quality right party contact benchmark of at least
      60% on its 120-day delinquent Freddie Mac portfolio. Borrowers in bankruptcy are excluded from the quality
      right party contact performance standard. A Servicer’s obligation for establishing contact with a delinquent
      Borrower and scope of a quality right party contact is set forth in Section 9102.3. Each time the Servicer
      achieves quality right party contact with a delinquent Borrower, the Servicer must notify Freddie Mac via
      an EDR transmission in accordance with the following requirements: ■ First quality right party contact: Servicers
      must report default action code AW and the date of the first quality right party contact established with
      the Borrower within the first three Business Days of the month following the month that the first quality
      right party contact was established with the Borrower. Default action code AW is reported once. ■ Subsequent
      quality right party contact: Servicers must report default action code AX if any subsequent quality right
      party contact was made with the Borrower after the initial contact was established within the first three
      Business Days of the month following the month that the subsequent contact occurred. Default action code AX
      may be reported in the same month as default action code AW if a Servicer establishes a subsequent quality
      right party contact with the Borrower in the same month that initial contact was achieved. Note: A Servicer
      must continue to report default action code AX as often as it applies (i.e., as often as the Servicer continues
      to establish quality right party contact with a Borrower when working with the Borrower to resolve a Delinquency)
      with the date of the last quality right party contact for each month in which the action applies.'
    drafter_attestation: Verbatim from Freddie Guide §9201.4 body (max-gap occurrence), snapshot 5869ee9e606cd4ae;
      substring-verified.
  judgment: false
- id: fhlmc-9201.4-4
  canonical_id: fhlmc-9201.4-4
  section: Freddie Mac Guide 9201.4
  description: '9201.4 Servicer’s loss mitigation operations: 201-9 Note: For additional information about EDR,
    refer to Section 9102.6 and Exhibit 82, Electronic Default Reporting Transmission Code List. (c) Alternative
    to foreclosure pull-through rate Servicers will be measured on their ability to successfully transition newly
    60-day deli…'
  type: do
  tags:
  - regulator-direct
  - gap-fill
  - fhlmc-guide
  - section-complete
  primary_source:
    tier: 1
    authority: Freddie Mac Single-Family Seller/Servicer Guide §9201.4 — Servicer’s loss mitigation operations (09/10/25)
    source_class: gse-guide
    source_url: https://guide.freddiemac.com/
    snapshot_id: 5869ee9e606cd4ae
    fetched_at: '2026-06-18T00:00:00+00:00'
    content_hash: sha256:9a1b23e5024bb369e7a59d36b3702383c11ace68b5d209fdef791bc8f955c637
    paragraph_quote: '201-9 Note: For additional information about EDR, refer to Section 9102.6 and Exhibit 82,
      Electronic Default Reporting Transmission Code List. (c) Alternative to foreclosure pull-through rate Servicers
      will be measured on their ability to successfully transition newly 60-day delinquent Borrowers into an alternative
      to foreclosure in a given quarter. At a minimum, Servicers must achieve at least a 60% alternative to foreclosure
      pull-through rate. The alternative to foreclosure pull-through rate is measured as follows: ■ Alternatives
      to foreclosure in the current quarter divided by the prior quarter’s new 60- day delinquent Borrower inflows
      ■ Reinstatements, forbearance plans, repayment plans, trial period plans, payoffs, modifications, short sales
      and deeds-in-lieu of foreclosure are included in this performance standard. Mortgages in bankruptcy are excluded
      from this measurement'
    drafter_attestation: Verbatim from Freddie Guide §9201.4 body (max-gap occurrence), snapshot 5869ee9e606cd4ae;
      substring-verified.
  judgment: false
