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Loan Servicing Announcement

Envoy’s Mortgage Loan Servicing Department is happy to announce that we will begin servicing loans on January 3, 2013. Our servicing team is managed by a group of folks who, when combined, have more than 100 years of mortgage servicing experience!

General Information

  • Envoy will begin servicing newly originated loans on January 3, 2013.
  • The loans will be serviced at Envoy corporate headquarters in Houston, TX.
  • Envoy will be utilizing FICS (“Financial Industry Computer Systems, Inc.”) as the servicing system.
  • Not all loans will be servicing retained.  We are estimating that 70% to 80% will be retained.
  • We will utilize a lock box different from which the customer now sends the payments.  The customer will receive notification regarding the new payment address.
  • We will be outsourcing two (2) important functions, tax and insurance processing. The customer will be given phone numbers and addresses for each.  Both companies will answer the phone and send out correspondence in Envoy’s name.  There will be a new loss payee clause.
  • We will be offering an automatic drafting feature. Customers will be able to make payments online as well.
  • A Loan Servicing website (link) will be added to the Envoy Mortgage website allowing customers to important loan information and make payments. See below for website address.

 Dovenmuehle Customers (DMI) – This is for many who get an Envoy Branded Statement Already

  • Loans currently subserviced by DMI will transfer to Envoy March 1, 2013.
  • DMI will send the customers a Goodbye Letter in mid-February 2013.
  • Envoy will be making “Welcome Calls” to DMI customers starting in mid-February 2013. Three attempts will be made.  The purpose of the call is to welcome the customer to Envoy, verify certain information and to provide information as to how the customer can contact us.
  • A special brochure will be sent to the DMI customers that contains important information about the transfer.
  • The last month for automatic payment drafting (ACH) is February 2013.  The customers will need to fill out a new application if they wish to continue with ACH starting in April 2013.
  • The DMI customers will still have access to the current website to make payments and view loan information until March 1, 2013.  The website is:  www.envoymortgage.com and at the bottom on the page, click on “Manage Your Loan”.

 

Contact and Payment Information

Consult your statement; Use the following only after you have been given notice that Envoy is directly servicing your mortgage.

Customer Service*
Hours of Operation – Monday through Friday, 8:00 am to 5:00 pm, Central Time
Toll Free Number:  1-877-754-0545
Fax Number:  713-961-8708
Email:  servicing@envoymortgage.com
Website: www.envoymortgage.com

Payments – Regular Mail
Envoy Mortgage
P. O. Box 660101
Dallas, Texas 75266 – 0101

Correspondence – Regular Mail
Envoy Mortgage
P.O. Box 460469
Houston, TX 77056

Overnight Delivery – Payments and Correspondence
Envoy Mortgage
Attn:  Loan Servicing
5100 Westheimer, Suite 320
Houston, TX 77056
 
Insurance Department
Envoy Mortgage
P.O. Box 687
Everett, WA  98201
Fax:  425-609-3599
Email:  envoymortgage@insurancetrackingcenter.com
Toll Free Number:  1-855-735-0602
 
Property Tax Department
Envoy Mortgage
P.O. Box 13903
Durham, NC 27709
Toll Free Number:  1-866-809-6195
Fax:  1-866-280-2033 (escrowed accounts)
Fax:  1-866-430-7863 (non-escrowed accounts)

Website Information

  • Go to: www.envoymortgage.com.  At the top, click on “Loan Servicing”.
  • At the Manage Your Account screen, you will find “Useful Links” and “Contact Information” for branches and customers.
  • Customers will be able to view loan information and make payments online.

FAQs That May be Asked by a Customer at a Given Branch

  • How do I enroll in online access?

To enroll in online access, once you know that Envoy is fully servicing your mortgage, go to the Envoy Mortgage home page and click on “Loan Servicing”.  Follow the steps to create your secure Envoy Mortgage online account.

  • If I can’t find the answer on this site what should I do? 

If you have further questions about your Envoy Mortgage account, please contact a Customer Service Specialist at 1-877-754-0545.  The hours of operation are 8AM to 5PM Central Time, Monday through Friday.

  • Will I receive a coupon book or monthly statement?

A statement will be mailed monthly to the customer.

  • Where should the customer make their payment? 

All payments should be mailed to our lockbox at Envoy Mortgage, P.O. Box 660101, Dallas, TX 75266-0101.

  • Does Customer Services offer automatic payment drafting (ACH)?

Yes, the monthly statement has an ACH application to fill out and return to Customer Services.

  • Can the customer make a payment over the phone?

Yes, the customer can make payment over the phone by calling our Customer Services Department.

  • How does the customer request copies of loan documents and payment histories?

The customer can request this information by calling our Customer Services Department.

  • Will Envoy service 100% of loans it originates? 

Envoy will continue to sell a certain percentage of loans in the secondary market.  An exact number cannot be provided because the retention strategy is based on current financial conditions which may change.

  • Will Envoy service my loan?

We cannot confirm with certainty that Envoy will service your loan. However, if your loan is scheduled to be transferred you will receive a hello / goodbye letter with information about the subsequent servicer as well as instructions on where to make future payments.

  • Can I make a payment to my local branch?

No, all payments must be mailed to the Envoy Lockbox which is P.O. Box 660101, Dallas, TX 75266-0101.

  • What if I am having difficulty making a payment?

You should reach out to Envoy’s Customer Service Department immediately so we can begin to work with you to discuss payment options.

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