source:
  type: regulation
  id: fnma-svc-d2-2
  authority: "FNMA Servicing Guide D2-2 — Requirements for Contacting a Borrower"
  description: 'FNMA Servicing Guide D2-2-01 through D2-2-03 govern delinquent-

    borrower outreach: Quality Right Party Contact (QRPC) achievement

    requirement, outbound contact timing (begin no later than day 36 of

    delinquency; every 7 days continuing thereafter), 60-day judicial /

    30-day non-judicial pre-foreclosure-sale outbound-contact stop

    rule, day-20 payment reminder notice rule, and message content

    requirements for outbound contacts. Fills FNMA Servicing D2-2 gap.

    '
obligations:
- id: fnma-svc-d2-2-01-must-attempt-qrpc
  canonical_id: fnma-svc-d2-2-01-must-attempt-qrpc
  section: "FNMA Servicing Guide D2-2-01 — Servicer must make every attempt to achieve QRPC"
  description: '[LENDER] (servicer) shall make every attempt to achieve Quality

    Right Party Contact (QRPC) with the borrower, co-borrower, or

    trusted advisor. The purpose of QRPC is to determine the

    delinquency reason, occupancy status, ability to repay, educate

    the borrower on workout options, and obtain a commitment to

    resolve the delinquency.

    '
  type: do
  audit_question: For every delinquent FNMA-owned loan, can [LENDER] evidence (via call logs, outreach records, QRPC achievement flag in servicing system) that every attempt was made to achieve QRPC, and document each QRPC achievement with the 5 required purpose elements covered?
  workflow_phase: default_collections
  owner_role: loss_mitigation_specialist
  secondary_owner_role: compliance_officer
  cadence: per-delinquency
  consequence: Failure to attempt QRPC is a FNMA Servicing Guide breach; reduces workout-option uptake and increases foreclosure risk.
  tags:
  - round-d
  - regulator-direct
  - fnma
  - servicer-operations
  - qrpc
  - delinquent-borrower-outreach
  - promoted
  primary_source:
    tier: 1
    authority: "FNMA Servicing Guide D2-2-01 — Achieving Quality Right Party Contact"
    source_class: fnma-guide
    source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
    snapshot_id: f662f911b3ddaf1d
    fetched_at: '2026-05-25T14:09:40Z'
    content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
    paragraph_quote: 'The servicer must make every attempt to achieve QRPC.

      '
    drafter_attestation: 'Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-01 must-

      attempt-QRPC operative requirement. Five QRPC purpose elements

      (reason, occupancy, capacity, workout-option education,

      resolution commitment) paraphrased in description.

      '
  promoted_at: '2026-05-25T19:11:14+00:00'
  promoted_from: fnma-svc-d2-2-roundd-v1.yaml
  program_review: Does the program facilitate every attempt to achieve Quality Right Party Contact (delinquency reason, occupancy, ability to repay, workout education, resolution commitment) with borrower/co-borrower/trusted advisor?
  file_review: For delinquent loans, review call logs and the QRPC flag; the compliance person judges whether every attempt was made and the five QRPC purpose elements were covered.
  judgment: true
- id: fnma-svc-d2-2-02-outbound-contact-day-36-every-7-days
  canonical_id: fnma-svc-d2-2-02-outbound-contact-day-36-every-7-days
  section: "FNMA Servicing Guide D2-2-02 — Begin outbound contact by day 36, continue every 7 days"
  description: "[LENDER] (servicer) shall begin outbound contact attempts no\nlater than the 36th day of delinquency and shall continue\noutbound contact attempts every 7 days until QRPC is achieved\n(and/or borrower adheres to a workout agreement), the delinquency\nis resolved, a complete Borrower Response Package (BRP) is\nreceived, the borrower has provided a promise to pay (≤30 days),\nor QRPC is achieved and the borrower indicates no interest in a\nworkout option. [LENDER] is authorized but not required to begin\nearlier than day 36 (e.g., using behavioral models).\n"
  type: do
  audit_question: For every delinquent FNMA loan, can [LENDER] evidence (via servicing-system contact-attempt logs) (a) first outbound contact attempt by day 36 of delinquency, and (b) continued outbound attempts every 7 days until one of the 5 stopping conditions was reached?
  workflow_phase: default_collections
  owner_role: loss_mitigation_specialist
  secondary_owner_role: compliance_officer
  cadence: per-delinquency
  consequence: Failure to attempt timely outbound contact is a FNMA Servicing Guide breach + state-law early-default-contact exposure.
  tags:
  - round-d
  - regulator-direct
  - fnma
  - servicer-operations
  - outbound-contact
  - day-36-trigger
  - 7-day-cadence
  - promoted
  primary_source:
    tier: 1
    authority: "FNMA Servicing Guide D2-2-02 — Outbound Contact Attempt Requirements"
    source_class: fnma-guide
    source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
    snapshot_id: f662f911b3ddaf1d
    fetched_at: '2026-05-25T14:09:40Z'
    content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
    paragraph_quote: 'The servicer must begin outbound contact attempts no later than the 36th day of delinquency and must continue every 7 days

      '
    drafter_attestation: 'Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-02 begin-by-

      day-36 + 7-day-cadence operative requirement. Five stopping

      conditions and early-start authorization paraphrased in

      description.

      '
  promoted_at: '2026-05-25T19:11:15+00:00'
  promoted_from: fnma-svc-d2-2-roundd-v1.yaml
  auditor_minimum_evidence:
    derivation: snapshot_extract
    derivation_source:
      snapshot_id: f662f911b3ddaf1d
      paragraph_quote: "The servicer must begin outbound contact attempts no later than the 36th day of delinquency and must continue every 7 days"
      page_or_section: "FNMA Servicing Guide D2-2-02"
      fetched_at: '2026-05-25T14:09:40Z'
    pathway_selection_kind: mutually_exclusive_by_facts
    pathways:
    - pathway_id: csh-amep-fnma-d2-2-stop-qrpc-workout-adherence
      name: "Stopping condition A: QRPC achieved AND borrower adheres to workout option agreement"
      evidence_items:
      - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp
        kind: timestamp
        description: "System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.a"
      - evidence_id: csh-ev-fnma-d2-2-qrpc-achievement-record
        kind: record
        description: "Servicing-system QRPC-achievement record per D2-2-01 (delinquency reason + occupancy + capacity + workout-options-educated + commitment) timestamped during the outbound-contact campaign."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.b"
      - evidence_id: csh-ev-fnma-d2-2-workout-adherence-record
        kind: record
        description: "Workout-option-agreement record + payment history showing borrower performance against the agreed terms (e.g., TPP payments timely)."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-3.a"
    - pathway_id: csh-amep-fnma-d2-2-stop-delinquency-resolved
      name: "Stopping condition B: delinquency resolved"
      evidence_items:
      - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp-resolved
        kind: timestamp
        description: "System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.a"
      - evidence_id: csh-ev-fnma-d2-2-resolution-payment-record
        kind: record
        description: "Payment record showing all delinquent amounts paid current; account-status change to performing."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.c"
    - pathway_id: csh-amep-fnma-d2-2-stop-complete-brp-received
      name: "Stopping condition C: complete Borrower Response Package (BRP) received per D2-2-05"
      evidence_items:
      - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp-brp
        kind: timestamp
        description: "System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.a"
      - evidence_id: csh-ev-fnma-d2-2-complete-brp-receipt
        kind: record
        description: "BRP-completeness record per D2-2-05 (all required documents received), with completeness-determination timestamp triggering the contact-attempt stop."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.d"
    - pathway_id: csh-amep-fnma-d2-2-stop-promise-to-pay
      name: "Stopping condition D: borrower provided a promise to pay (≤30 days) the delinquent amount"
      evidence_items:
      - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp-promise
        kind: timestamp
        description: "System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.a"
      - evidence_id: csh-ev-fnma-d2-2-promise-to-pay-record
        kind: record
        description: "Servicing-system promise-to-pay record with (1) promised amount, (2) promised pay date NOT exceeding 30 days from promise date, (3) recorded source (borrower-confirmed)."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.e"
    - pathway_id: csh-amep-fnma-d2-2-stop-qrpc-no-interest
      name: "Stopping condition E: QRPC achieved AND borrower indicates no interest in any workout option"
      evidence_items:
      - evidence_id: csh-ev-fnma-d2-2-day-36-first-attempt-timestamp-no-interest
        kind: timestamp
        description: "System-of-record timestamp showing first outbound contact attempt on or before day 36 of delinquency."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.a"
      - evidence_id: csh-ev-fnma-d2-2-qrpc-no-interest-record
        kind: record
        description: "QRPC-achievement record per D2-2-01 PLUS explicit borrower no-interest declaration captured in servicing notes (with borrower-confirmation source attribution)."
        retention_rule_ref: fnma-svc-a4-1-01
        examiner_question_ref: "FNMA Servicer Performance Review §D2-2.f"
    pathway_selection_logic: |
      Five mutually-exclusive stopping conditions per FNMA D2-2-02. The outbound-contact-attempt obligation is fully satisfied when ANY ONE of the five conditions is met (after which continued outbound contact is no longer required by D2-2-02, though the 60-day judicial / 30-day non-judicial pre-foreclosure-sale stop rule of D2-2-02 still applies separately). Selection by facts: the servicing system records which stopping condition triggered on a given delinquency cycle. Multiple pathways may apply to the same loan over time across different delinquency cycles; each cycle gets exactly one terminal pathway.
  program_review: Does the program ensure outbound contact begins no later than day 36 of delinquency and continues every 7 days until a stopping condition (QRPC, resolution, complete BRP, ≤30-day promise to pay, or QRPC + no-interest)?
  file_review: For delinquent loans, confirm first outbound attempt by day 36 and continued attempts every 7 days until a stopping condition.
  judgment: false
- id: fnma-svc-d2-2-02-discontinue-outbound-before-foreclosure-sale
  canonical_id: fnma-svc-d2-2-02-discontinue-outbound-before-foreclosure-sale
  section: "FNMA Servicing Guide D2-2-02 — Discontinue outbound contact 60/30 days before foreclosure sale"
  description: 'Unless required by applicable law to continue outbound contact

    attempts to the delinquent borrower, [LENDER] (servicer) shall

    discontinue all outbound contact attempts: (a) 60 days prior to

    the judicial foreclosure sale date, or (b) 30 days prior to a

    non-judicial foreclosure sale date. The pre-sale outbound-stop

    rule prevents harassment-pattern claims while foreclosure

    proceedings finalize.

    '
  type: refrain
  audit_question: "For every FNMA loan that advanced to foreclosure sale, can [LENDER] evidence (via outbound-contact logs) the last outbound contact attempt occurred at least 60 days before judicial sale or 30 days before non-judicial sale — UNLESS applicable law required continued contact?"
  workflow_phase: default_collections
  owner_role: loss_mitigation_specialist
  secondary_owner_role: compliance_officer
  cadence: per-foreclosure
  consequence: Continued outbound contact during the no-contact pre-sale window can support harassment / unfair-practices claims.
  tags:
  - round-d
  - regulator-direct
  - fnma
  - servicer-operations
  - outbound-contact
  - pre-foreclosure-stop
  - promoted
  primary_source:
    tier: 1
    authority: "FNMA Servicing Guide D2-2-02 — Outbound Contact Attempt Requirements"
    source_class: fnma-guide
    source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
    snapshot_id: f662f911b3ddaf1d
    fetched_at: '2026-05-25T14:09:40Z'
    content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
    paragraph_quote: 'the servicer must discontinue all outbound contact attempts

      '
    drafter_attestation: 'Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-02

      discontinue-outbound-contact operative headline. Specific 60-day-

      judicial / 30-day-non-judicial timing thresholds and the

      applicable-law continuation carve-out paraphrased in description.

      '
  promoted_at: '2026-05-25T19:11:15+00:00'
  promoted_from: fnma-svc-d2-2-roundd-v1.yaml
  program_review: Does the program account for the pre-sale outbound-stop — discontinuing all outbound contact 60 days before a judicial sale or 30 days before a non-judicial sale, unless applicable law requires continued contact?
  file_review: For loans that reached foreclosure sale, confirm the last outbound attempt was ≥60 days (judicial) / ≥30 days (non-judicial) before sale, unless law required continued contact.
  judgment: false
- id: fnma-svc-d2-2-02-emphasize-payment-importance-during-contact
  canonical_id: fnma-svc-d2-2-02-emphasize-payment-importance-during-contact
  section: "FNMA Servicing Guide D2-2-02 — Emphasize importance of timely payment during outbound contact"
  description: 'When [LENDER] (servicer) communicates with the borrower during

    outbound contact attempts, [LENDER] shall emphasize the

    importance of making payments on or prior to their due dates.

    The messaging requirement reinforces FNMA''s preference for

    payment-current resolution before workout-option escalation.

    '
  type: do
  audit_question: Can [LENDER] evidence (via call-script approvals, QA samples of recorded calls, training materials) that outbound-contact messaging consistently emphasizes payment-on-time importance to the borrower?
  workflow_phase: default_collections
  owner_role: loss_mitigation_specialist
  secondary_owner_role: training_manager
  cadence: per-outbound-attempt
  consequence: Off-message outbound contact scripts undercut FNMA payment-current preference and weaken servicing-performance metrics.
  tags:
  - round-d
  - regulator-direct
  - fnma
  - servicer-operations
  - outbound-contact
  - call-script-content
  - promoted
  primary_source:
    tier: 1
    authority: "FNMA Servicing Guide D2-2-02 — Outbound Contact Attempt Requirements"
    source_class: fnma-guide
    source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
    snapshot_id: f662f911b3ddaf1d
    fetched_at: '2026-05-25T14:09:40Z'
    content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
    paragraph_quote: 'the servicer must emphasize the importance of making payments on or prior to their due dates.

      '
    drafter_attestation: 'Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-02

      emphasize-payment-importance operative requirement.

      '
  promoted_at: '2026-05-25T19:11:15+00:00'
  promoted_from: fnma-svc-d2-2-roundd-v1.yaml
  program_review: Does the program ensure outbound-contact messaging emphasizes the importance of making payments on or before due dates (call scripts, training)?
  file_review: Review call-script approvals, QA call samples, and training materials; the compliance person judges whether messaging consistently emphasized timely payment.
  judgment: true
- id: fnma-svc-d2-2-03-payment-reminder-by-day-20
  canonical_id: fnma-svc-d2-2-03-payment-reminder-by-day-20
  section: "FNMA Servicing Guide D2-2-03 — Send payment reminder notice no later than day 20"
  description: '[LENDER] (servicer) shall send a payment reminder notice to the

    borrower no later than the 20th day of the month if the payment

    has not been received. Exceptions apply when (a) the mortgage

    loan is a second lien mortgage loan (see D2-2-09) or (b) the

    borrower is subject to an active forbearance plan (without regard

    to whether the plan provides for reduced or suspended payments).

    The notice must address the borrower by name, state a desire to

    work with the borrower to preserve homeownership, state the

    amount of late charges due (if applicable), and explain late-

    payment-credit-reporting consequences.

    '
  type: do
  audit_question: For every loan where payment was not received in the current month, can [LENDER] evidence a payment-reminder notice was sent by the 20th day of the month? Are exception flags (second lien, active forbearance) recorded for any non-sent notices?
  workflow_phase: default_collections
  owner_role: chief_servicing_officer
  secondary_owner_role: loss_mitigation_specialist
  cadence: per-late-payment-month
  consequence: Missing payment-reminder notice is a FNMA Servicing Guide breach and reduces borrower opportunity to cure before later-stage collection.
  tags:
  - round-d
  - regulator-direct
  - fnma
  - servicer-operations
  - payment-reminder
  - day-20-deadline
  - promoted
  primary_source:
    tier: 1
    authority: "FNMA Servicing Guide D2-2-03 — Sending a Payment Reminder Notice"
    source_class: fnma-guide
    source_url: https://singlefamily.fanniemae.com/media/document/pdf/servicing-guide
    snapshot_id: f662f911b3ddaf1d
    fetched_at: '2026-05-25T14:09:40Z'
    content_hash: sha256:89df66c43baad07f8a8dd9d224492fff7d15e8839edba02ad0e74c7e50fe5da3
    paragraph_quote: 'The servicer must send a payment reminder notice to the borrower no later than the 20th day of the month if the payment has not been received

      '
    drafter_attestation: 'Copied verbatim from snapshot f662f911b3ddaf1d. D2-2-03 payment-

      reminder-day-20 operative requirement. Second-lien and active-

      forbearance exceptions + 4 content requirements paraphrased in

      description.

      '
  promoted_at: '2026-05-25T19:11:15+00:00'
  promoted_from: fnma-svc-d2-2-roundd-v1.yaml
  program_review: Does the program ensure a payment reminder notice is sent by day 20 when the payment has not been received, accounting for the second-lien and active-forbearance exceptions, and containing the required content (borrower name, homeownership-preservation statement, late charges due if applicable, late-credit-reporting consequences)?
  file_review: For non-received-payment months, confirm a day-20 reminder notice with the required content, and that exception flags (second lien, active forbearance) are recorded for any non-sent notice.
  judgment: false
_promotion_history:
- promoted_at: '2026-05-25T19:11:15+00:00'
  candidate_path: obligations\_remediation\round-d-investor-guides\fnma-svc-d2-2-roundd-v1.yaml
  candidates_promoted: 5
  candidates_skipped_existing: 0
