Freddie Mac Announces New Customer Service Level Standards
July 11, 2013
At Freddie Mac, we’re focused on providing you with the comprehensive support you need to do business with us in today’s market. This includes providing support resources to help you manage your business with Freddie Mac, implement regulatory changes necessary to manage that business, and strengthen our working partnership.
Today we are pleased to announce our initial Customer Service Level Standards (Standards). Based on customer feedback, these Standards provide targets for you and Freddie Mac to measure our performance against while identifying ways to continue to improve.
Specifically, the Standards define the level of service we strive to deliver to you through our 800-FREDDIE Call Center, the accuracy of our billing statements, the amount of time we take to review a Quality Control repurchase appeal, as well as the timing for consideration of exception approvals for loan modifications, short sales, and deeds-in-lieu. In addition, for our investors, we will measure our responsiveness to your inquiries.
By sharing and publishing our Standards, we aim to strengthen our working partnership with you, our customer.
If you have any questions about these Standards, please contact your Freddie Mac representative.