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Freddie Mac’s Customer Contact Center Shares Tips on Password Resets

Novermber 12, 2014

This month, we sat down with Jeanmarie Puglisi, director of our Customer Contact Center
(800-FREDDIE), to learn about her team and tips for successfully managing your password resets.

Jeanmarie Puglisi is the director of Freddie Mac's Customer Contact Center, dedicated to helping Freddie Mac customers by answering questions about every aspect of the loan life cycle – from origination to delivery and servicing. "Our teams are steeped in each discipline, so they're experts in their fields," says Jeanmarie. And she explains that in addition to Freddie Mac's Customer Service Representatives, there's a group that focuses on reporting and analytics, providing important information on trends and issues for Community Lenders and others. They use this information to design training and resources to better support you. "We're always working to stay up to date on our customer's top concerns," says Jeanmarie.

While the questions they receive can run the gamut, Jeanmarie reports that one trending topic for Community Lenders is password resets. Earlier this year, we introduced a self-service online password reset solution to help you easily manage your personal information and passwords. It helps save you time since you no longer need to call when you want to change or recover your password.

The following are some tips to help you make the most of the new online password functionality while safeguarding your information:

Tips for Successfully Managing and Resetting Your Passwords

  • Access the system at least every 90 days to ensure that your password remains active. If you don't access the system within 90 days, your user ID and password will be deactivated and you'll need to re-apply for access by completing the forms you previously filled out. It's a time consuming process that you want to avoid.
  • Don't check the "remember my password" box! You need to change your password every 90 days, and entering your password each time makes it easier for you to remember it, plus it's one more precaution you can take to safeguard your data.  
  • Protect your information by choosing security questions that are easy for you to remember, but hard for others to guess.
  • Don't block emails from Freddie Mac. We'll send you reminders when it's time to change your password, so be sure to "allow" Freddie Mac emails.
  • Cancel accounts for ex-employees.  If you're the administrator for your Freddie Mac system, then be sure to immediately cancel an employee's account if they've changed positions or left your company. It's a "best practice" that helps protect your company against potential fraud.
  • Don't share your system ID or password! Your system ID is your security stamp for accessing Freddie Mac applications and services. Sharing your system ID is a form of identity fraud – make sure you guard it the same way you guard your banking user ID and passwords.

Customer Support (800-FREDDIE)

  • Option 1: Password Reset
  • Option 2: Loan Origination
  • Option 3: Loan Delivery
  • Option 4: Loan Servicing

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