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ISSUE FORMS, DISCLOSURES AND LETTERS
Agencies may require a loan service contractor to perform
some or all of the tasks associated with issuing forms, disclosures,
and letters for the loans being serviced by the contractor.
Agencies may issue task orders that include requirements for
these services which are similar to the services described below.
A task order may require any combination of these services.
These services include some of the types of tasks that the contractor
may be required to perform under this contract, but this is
not intended to be an all inclusive list. Rather, it illustrates
the types of services a contractor may provide.
When required, agencies may issue task orders
that include form/disclosure/letter issuance services which
may require, but are not limited to the following types of tasks:
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Issue to borrowers standardized forms,
letters and disclosures for routine activities, and one-of-a-kind
customized letters to respond to correspondence or inquiries.
The ordering agency may provide the text, names, formats
and version numbers for all standard or system generated
forms, disclosures and letters in use or in development
or may require the contractor to design appropriate correspondence.
If designated by the ordering agency in the task order,
the contractor shall use the specified texts, names, formats
and version numbers when generating these documents and
a letterhead approved by the ordering agency for all letters.
- Include in each letter specific information such as an
accurate point of contact (i.e., agency name and office
symbol, mailing address, electronic mail address, and phone
number) for further information as required in a task order.
The contractor may be required to duplicate the likeness
of agency approved correspondence provided in the task order
throughout the life of the task unless a change is approved
by the ordering agency.
- Agencies may require the contractor to exclude all extraneous
information or enclosures in loan mailings not specified
in a task order unless advance written approval from the
agency is obtained. The contractor may be required to notify
the agency of any problems or issues concerning correspondence
format, font, etc., as soon as possible so that the issues
may be resolved in a timely fashion.
- Agencies may require contractors to design standard borrower
correspondence related to loan servicing and asset management
and obtain agency approval of correspondence designs and
changes prior to implementation. Agencies may further require
the contractor to have the capability of tracking the versions
of forms and letters as they change and have the capability
of determining which version of a form or letter was sent
to a particular borrower and compare results.
- Include any additional appropriate materials, (e.g. forms,
remittance document, return envelope) with each letter.
If requested by the ordering agency, the contractor shall
include a return envelope with each piece of correspondence
requiring a response. Ordering agencies may require all
correspondence, including letters, forms, and billing statements,
to provide for reporting borrower change of address.
- Send/transmit all correspondence via the appropriate vehicle
and paid by the method specified in the task order.
- Supply envelopes for all mailings. Agencies may require
the contractor to print specified notices on the envelopes.
- Note in its system that correspondence has been sent and
maintain an image of all correspondence sent that is not
standard.
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