Freddie Mac Single-Family Seller/Servicer Guide 9102.3 — Establishing Borrower contact during Delinquency

Freddie Mac Single-Family Seller/Servicer Guide 9102.3 — Establishing Borrower contact during Delinquency (part 1 of 3)

Effective 2025-08-13 · Freddie Mac's stamp for this section

This section contains requirements related to: ■ Collection techniques ■ Quality right party contact (a) Collection techniques Servicing of a delinquent Mortgage must be based upon personal contact, either by telephone, e-mail or face-to-face interviews with a Borrower. Form letters and notices, while having a place in any Servicing program, generally are not as effective as personal contact and must not be used exclusively. The Servicer’s collection techniques must include the use of: ■ Telephone contacts or face-to-face interviews ■ Written communications such as notices and letters ■ Other responsible collection techniques as permitted under applicable law including, but not limited to, e-mail, text messaging, voice response unit technology or a Servicer’s web portal If the Servicer discovers that the Borrower’s contact information (phone number or mailing address) is invalid, then it should initiate skip trace activities to obtain alternate phone numbers or mailing addresses. (b) Quality right party contact A Servicer’s objective in contacting a delinquent Borrower is to establish quality right party contact. (i) Quality right party contact defined Quality right party contact occurs when a Servicer establishes contact with the Borrower and discusses with the Borrower, co-Borrower or trusted advisor, such as a housing counselor, the most appropriate options for Delinquency resolution. A Servicer must make every attempt to achieve quality right party contact by: ■ Determining the reason for the Delinquency and whether the reason is temporary or permanent in nature ■ Determining the occupancy status of the property ■ Determining the Borrower’s ability to repay the debt ■ Setting payment expectations and educating the Borrower on the availability of alternatives to foreclosure as appropriate ■ Obtaining a commitment from the Borrower to either resolve the Delinquency through traditional methods (paying the total delinquent amount) or engaging in an alternative to foreclosure solution (ii) Quality right party contact EDR reporting requirements The Servicer must notify Freddie Mac that it achieved quality right party contact with the Borrower via an EDR transmission within the first three Business Days of the month as follows: ■ Report default action code AW and the date of the first quality right party contact established with the Borrower. Report the date one time in the month following the month that quality right party contact was established with the Borrower. ■ Report default action code AX if any subsequent quality right party contact was made with the Borrower after the initial contact was established. Report the date of the last quality right party contact one time in the month following the month that the action 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. If the Servicer is working with the Borrower over a period of several months to resolve the Delinquency, it must continue to report default action code AX with the date of the last quality right party contact for each month in which the action applies. Additional information on EDR Topic Guide location Monthly EDR Section 9102.6 EDR transmission code list Exhibit 82 A Servicer will be measured on its effectiveness in achieving quality right party contact. Borrowers in bankruptcy are excluded from the quality right party contact performance standard. Note: Refer to Section 9201.5 for additional information on the quality right party contact performance standard. (iii)Single point of contact The Borrower outreach and solicitation requirements specified in this chapter represent the minimum required effort a Servicer must make to reach Borrowers early in the Delinquency process and throughout the Delinquency cycle to more efficiently mitigate default. Freddie Mac encourages and fully supports Servicers that have or will implement additional processes, such as a single point of contact model, not currently required under the Guide or Servicers’ other Purchase Documents for purposes of achieving contact continuity throughout the Delinquency process. If the Servicer elects to have a process supporting a single point of contact model and is using a team approach, the Servicer should provide the Borrower the ability to request and speak to a specific person from the assigned personnel team and leave a message. However, the Servicer may not use any additional processes that are not compliant with applicable law or otherwise adverse to Freddie Mac.

Source: Freddie Mac Single-Family Seller/Servicer Guide 9102.3 — Establishing Borrower contact during Delinquency · source URL · snapshot 4c94f67729042dd6

Freddie Mac Single-Family Seller/Servicer Guide 9102.3 — Establishing Borrower contact during Delinquency — PENDING VERSION, takes effect 2026-11-16

Not yet in force. This is the pending version of the section, which takes effect 2026-11-16. The other version on this page governs until then.

Effective 2025-08-13 · Freddie Mac's stamp for this section

Delinquency (Future effective date 11/16/26) Refer to Bulletins 2026-G and 2026-11, which announced updates related to Freddie Mac’s new event-based default related reporting requirements. Beginning November 16, 2026, Servicers may implement the new requirements if they are operationally ready to do so. If a Servicer adopts the new event-based default related reporting standards before the mandatory effective date of September 27, 2027, it must comply with the associated Guide requirements that will be effective on September 27, 2027 and, upon such adoption, must discontinue monthly EDR reporting. This section contains requirements related to: ■ Collection techniques ■ Quality right party contact (a) Collection techniques Servicing of a delinquent Mortgage must be based upon personal contact, either by telephone, e-mail or face-to-face interviews with a Borrower. Form letters and notices, while having a place in any Servicing program, generally are not as effective as personal contact and must not be used exclusively. The Servicer’s collection techniques must include the use of: ■ Telephone contacts or face-to-face interviews ■ Written communications such as notices and letters ■ Other responsible collection techniques as permitted under applicable law including, but not limited to, e-mail, text messaging, voice response unit technology or a Servicer’s web portal If the Servicer discovers that the Borrower’s contact information (phone number or mailing address) is invalid, then it should initiate skip trace activities to obtain alternate phone numbers or mailing addresses. (b) Quality right party contact A Servicer’s objective in contacting a delinquent Borrower is to establish quality right party contact. (i) Quality right party contact defined Quality right party contact occurs when a Servicer establishes contact with the Borrower and discusses with the Borrower, co-Borrower or trusted advisor, such as a housing counselor, the most appropriate options for Delinquency resolution. A Servicer must make every attempt to achieve quality right party contact by: ■ Determining the reason for the Delinquency and whether the reason is temporary or permanent in nature ■ Determining the occupancy status of the property ■ Determining the Borrower’s ability to repay the debt ■ Setting payment expectations and educating the Borrower on the availability of alternatives to foreclosure as appropriate ■ Obtaining a commitment from the Borrower to either resolve the Delinquency through traditional methods (paying the total delinquent amount) or engaging in an alternative to foreclosure solution (ii) Quality right party contact EDR reporting requirements The Servicer must notify Freddie Mac that it achieved quality right party contact with the Borrower via an EDR transmission within the first three Business Days of the month as follows: ■ Report default action code AW and the date of the first quality right party contact established with the Borrower. Report the date one time in the month following the month that quality right party contact was established with the Borrower. ■ Report default action code AX if any subsequent quality right party contact was made with the Borrower after the initial contact was established. Report the date of the last quality right party contact one time in the month following the month that the action 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. If the Servicer is working with the Borrower over a period of several months to resolve the Delinquency, it must continue to report default action code AX with the date of the last quality right party contact for each month in which the action applies. Additional information on EDR Topic Guide location Monthly EDR Section 9102.6 EDR transmission code list Exhibit 82 A Servicer will be measured on its effectiveness in achieving quality right party contact. Borrowers in bankruptcy are excluded from the quality right party contact performance standard. Note: Refer to Section 9201.5 for additional information on the quality right party contact performance standard. (iii)Single point of contact The Borrower outreach and solicitation requirements specified in this chapter represent the minimum required effort a Servicer must make to reach Borrowers early in the Delinquency process and throughout the Delinquency cycle to more efficiently mitigate default. Freddie Mac encourages and fully supports Servicers that have or will implement additional processes, such as a single point of contact model, not currently required under the Guide or Servicers’ other Purchase Documents for purposes of achieving contact continuity throughout the Delinquency process. If the Servicer elects to have a process supporting a single point of contact model and is using a team approach, the Servicer should provide the Borrower the ability to request and speak to a specific person from the assigned personnel team and leave a message. However, the Servicer may not use any additional processes that are not compliant with applicable law or otherwise adverse to Freddie Mac.

Source: Freddie Mac Single-Family Seller/Servicer Guide 9102.3 — Establishing Borrower contact during Delinquency · source URL · snapshot 4c94f67729042dd6

Freddie Mac Single-Family Seller/Servicer Guide 9102.3 — Establishing Borrower contact during Delinquency — PENDING VERSION, takes effect 2027-09-27

Not yet in force. This is the pending version of the section, which takes effect 2027-09-27. The other version on this page governs until then.

Effective 2025-08-13 · Freddie Mac's stamp for this section

Delinquency (Future effective date 09/27/27) This section contains requirements related to: ■ Collection techniques ■ Borrower outreach (a) Collection techniques Servicing of a delinquent Mortgage must be based upon personal contact, either by telephone, e-mail or face-to-face interviews with a Borrower. Form letters and notices, while having a place in any Servicing program, generally are not as effective as personal contact and must not be used exclusively. The Servicer’s collection techniques must include the use of: ■ Telephone contacts or face-to-face interviews ■ Written communications such as notices and letters ■ Other responsible collection techniques as permitted under applicable law including, but not limited to, e-mail, text messaging, voice response unit technology or a Servicer’s web portal If the Servicer discovers that the Borrower’s contact information (phone number or mailing address) is invalid, then it should initiate skip trace activities to obtain alternate phone numbers or mailing addresses. (b) Borrower outreach The Servicer must begin Borrower outreach early in the Delinquency cycle to establish contact as soon as possible to understand the reason for the Delinquency and discuss resolution options in order to help prevent the Borrower from becoming seriously delinquent and improve cure outcomes and reduce Borrower disengagement during a Servicer’s collection outreach effort. (i) Right party contact Right party contact occurs when a Servicer establishes contact with the Borrower and discusses with the Borrower, co-Borrower or trusted advisor, such as a housing counselor, the most appropriate options for Delinquency resolution, but the interaction was not successful in achieving all the necessary components for quality right party contact such as determining occupancy status or the Borrower’s intentions. (ii) Quality right party contact Quality right party contact occurs when a Servicer establishes contact with the Borrower and discusses with the Borrower, co-Borrower or trusted advisor, such as a housing counselor, the most appropriate options for Delinquency resolution. A Servicer must make every attempt to achieve quality right party contact by: ■ Determining the reason for the Delinquency and whether the reason is temporary or permanent in nature ■ Determining the occupancy status of the property ■ Determining the Borrower’s ability to repay the debt ■ Setting payment expectations and educating the Borrower on the availability of alternatives to foreclosure as appropriate ■ Obtaining a commitment from the Borrower to either resolve the Delinquency through traditional methods (paying the total delinquent amount) or engaging in an alternative to foreclosure solution (iii)Borrower outreach reporting requirements Servicers must report the Right Party Contact default related reporting event in accordance with Section 9102.6 and Exhibit 82, Default Reporting Dataset Guidelines, each time successful right party contact is established. Servicers must report the Quality Right Party Contact default related reporting event in accordance with Section 9102.6 and Exhibit 82 each time successful quality right party contact is established. Servicers must report the Unsuccessful Contact Attempt default related reporting event in accordance with Section 9102.6 and Exhibit 82 each time an attempt is made to reach a delinquent Borrower, but the Servicer is unable to achieve right party contact or quality right party contact. A Servicer will be measured on its effectiveness in achieving quality right party contact. Borrowers in bankruptcy are excluded from the quality right party contact performance standard. Note: Refer to Section 9201.5 for additional information on the quality right party contact performance standard. (iv) Single point of contact The Borrower outreach and solicitation requirements specified in this chapter represent the minimum required effort a Servicer must make to reach Borrowers early in the Delinquency process and throughout the Delinquency cycle to more efficiently mitigate default. Freddie Mac encourages and fully supports Servicers that have or will implement additional processes, such as a single point of contact model, not currently required under the Guide or Servicers’ other Purchase Documents for purposes of achieving contact continuity throughout the Delinquency process. If the Servicer elects to have a process supporting a single point of contact model and is using a team approach, the Servicer should provide the Borrower the ability to request and speak to a specific person from the assigned personnel team and leave a message. However, the Servicer may not use any additional processes that are not compliant with applicable law or otherwise adverse to Freddie Mac.

Source: Freddie Mac Single-Family Seller/Servicer Guide 9102.3 — Establishing Borrower contact during Delinquency · source URL · snapshot 4c94f67729042dd6