In August 2011, CitiMortgage launched the new Homeowner Support Team to provide a single point of contact for borrowers to work with throughout the foreclosure alternative process.
When a borrower contacts CitiMortgage for help to stay current on their mortgage, we immediately review potential options and connect the customer with a knowledgeable Homeowner Support Specialist who will work directly with the borrower via telephone and email. The Homeowner Support Specialist will work with the borrower from the initial review of the loan and up until the loan is brought current, either through payment or some type of foreclosure alternative.
After determining what foreclosure alternative program the borrower qualifies for, the Homeowner Support Specialist will reach out to the borrower to discuss details of the program and guide the borrower through the complex documentation process so that their account can be thoroughly reviewed for possible alternatives. In addition, the Homeowner Support Specialist will be the client advocate throughout the process, ensuring that the file moves through the process and gets a decision on the available program within a reasonable timeframe. Once the decision has been made, the Homeowner Support Specialist will communicate the decision to the borrower and then assist them until the program is completed. If the borrower does not qualify for the initial alternative, the Homeowner Support Specialist will continue to work with them to determine what option will best help them in their situation.
Throughout the entire process, the Homeowner Support Specialist will keep in close contact with the borrower to help answer any questions, discuss concerns, and provide regular updates.
If you contact the Homeowner Support Team and are unable to reach your assigned Homeowner Support Specialist, anyone who answers can act as a backup and help you as they are specialists as well. If you would like to speak directly with your specialist and that person is unavailable, you can set up an appointment at a time convenient for you and your Homeowner Support Specialist will call you back.
The CitiMortgage Homeowner Support Team is committed to delivering excellent customer service while also advocating for the best option available to the customer. Our goal is to help every borrower avoid foreclosure through a stress free foreclosure alternative process.
If you are in need of assistance with your mortgage or would like to find out what options are available, please call the CitiMortgage Homeowner Assistance team at (866) 272-4749.
We invite you to visit HomeownerSupport.com to start new discussions, ask questions, and connect with other homeowners who are going--or have gone--through the same challenges you may be facing.