Resolve^® FAQ

• Comprehensive and rapid decisioning for default management resolution 
• Reduced data inputs and an intuitive workflow that’s transparent, automated and enables Servicers to track workouts 
• Full transparency into Servicer submissions and faster resolution as we replace email-based communication with automated workflows 
• Easy requests and responses to rules and model-based workout decisions via the UI and the ability to access Resolve capabilities via API technology 
• Fast and reliable mortgage assistance and reduced documentation

As of December 9, 2024, Resolve can process all retention and liquidation options and foreclosure sale transactions via the user interface (UI) or application programming interfaces (APIs). Therefore, on September 11, 2024, we announced in Single-Family Seller/Servicer Guide (Guide) Bulletin 2024-G that we’re retiring Workout Prospector^® and the Foreclosure Sale Reporting tool, our related web-based Servicing Gateway legacy tools for retention and liquidation, as of December 20, 2024. See these FAQs to learn more.

There are different scenarios that would determine the workout decision date: 

• The date on which you submit the request will be set as the workout decision date in Resolve; or 
• The date on which an exception review is decisioned.

In order for Resolve to report a Trial Period Plan cancellation accurately in EDR, you must submit a workout cancellation no later than the third business day of the month following the month in which the Trial Period payment is due. If the Trial Period Plan isn’t cancelled accurately and timely, related scorecard metrics may be impacted.

Refer to the EDR quick reference guide for additional information.
 

Delinquent interest is calculated on a declining balance for all payment deferrals and COVID-19 Flex Modifications, and on a static balance for all other Flex Modifications.

Once a workout request is in an approved for settlement status, Resolve will update the status to closed the following business day.

B2B/API: Visit the Resolve API webpage for an overview and follow the get started steps to get access to the Developer Portal – a key tool to implement the Resolve APIs. A Freddie Mac representative will respond to your request and assist with timing for API integration. Once the setup process is complete, you’ll receive an email with your access authentication IDs and passwords (i.e., the “Authentication Credentials,” as defined in the Freddie Mac Single-Family Seller/Servicer Guide (Guide) or related third party agreement, as applicable.) Note that API users will still need access to the Resolve UI for certain functionality. 

UI: If you don’t have access to Resolve, contact your Access Manager administrator, who can set up users and assign roles. Once you have login credentials, access Resolve from Servicing Gateway under ‘My Tools’. If your organization isn’t enrolled in Access Manager, you can request registration to get access to various tools including Resolve through this form.

For the best experience, we recommend using Google Chrome^® to access Resolve. Other browsers aren’t fully compatible, and you may experience slow application response time and performance issues.

Check the Resolve release summary page to stay informed on current capabilities.

Yes, you’ll be able to see submissions from users within your organization who have access to the same Servicer numbers. The Submitted By column on the dashboard (and the Request Details page) will display the user ID of the user who submitted a particular workout request.

You can currently submit a single loan or a bulk file with multiple loans. Refer to online help for additional information.

You can submit a workout for settlement on or after the Modification Effective Date (interest rate change date).

You must complete the payment deferral in the same month the borrower is eligible. If you’re unable to complete the payment deferral before the 15th day of the evaluation month, then you’re authorized to use an additional month to allow for sufficient processing time to complete a payment deferral. All borrowers must be treated equally in applying the processing month, as evidenced by a written policy maintained by the Servicer.

A response includes an eligibility decision, key data points and feedback messages. Refer to online help for additional information.

You’re no longer required to report codes BF or HE for Flex Modification Trial Period Plans. Resolve will automatically report the Trial Period and submitted cancellation information. Refer to the EDR quick reference guide for more information.

Yes, Resolve provides MNP value(s) for submitted short sale requests when a valid value (not expired) is available in Real Estate Valuation and Pricing. 

One of Resolve’s benefits is that it will order the valuation, provided that you include the following required data points with the workout request: 

• Servicer contact first and last names 
• Servicer phone and email 
• Property type 
• Property contact first and last names 
• Property contact phone 
• Special interior access 

When completed, the MNP details will appear on the Workout Details screen.

Note: allow up to five business days to receive the MNP value.

• For payment deferral, Flex Modifications*, and short sale workout requests, the status is updated to Cancelled and the reason for cancellation appears on the Workout Details page.

*Note: Refer to Question 7 above for EDR reporting completed by Resolve.

• For charge-offs, Servicers should email [email protected]

Refer to the Resolve Online Help for the process steps to submit a cancellation request.

No. However, you can export the workout terms and details from the Workout Details page.

Yes, simultaneous assumptions and modifications are currently available to be processed in the Resolve UI.

Documents can be uploaded anytime up until the request is in status of Approved for Settlement or Closed using the document upload icon on the charge-off details page on the Resolve UI.

To request cancellation of a charge-off, call your Freddie Mac analyst or email [email protected].

When a charge-off is approved, report the payoff using the short sale/charge-off/make-whole exception code in Investor Reporting. Resolve will automatically create the settlement request.

If you edit the delinquent interest on a payment deferral that results in a discrepancy with the post-modification non-interest bearing unpaid principal balance (UPB) and the gross UPB, please proceed as follows:

• Calculate the deferred principal manually and use those calculations to send offers to borrowers and settle the terms as is in Resolve.
• Immediately following a successful settlement, submit a Servicing Data Correction request so Freddie Mac can review the submission.

Note: This process doesn’t prevent or hinder settlement, and Freddie Mac won’t charge any fees for submitting a reporting correction within 60 days of the settlement occurring.
 

For retention, Resolve allows you the flexibility to request an exception review through either the API or the UI.

For liquidation, the exception review request must be submitted through the API.
 

No, you have the option to interact with Resolve’s API capabilities via direct integration using your own proprietary system or a vendor/technology solution provider.

Yes, there are four APIs:

• Workout Options API
• Retention API
• Liquidation API
• Valuation and Pricing API

Learn more about the Resolve API suite.

It can take up to five business days to process a valuation order. If it’s not received, please check if you have received an email from Freddie Mac requesting clarification on broker price opinion (BPO) order.

There could either be an address or access issue. Please check if you have received an email from Freddie Mac requesting clarification on a BPO order.

No, Resolve doesn’t support bulk property valuation requests. Please use Resolve to submit workout requests only. If a workout request response doesn’t have a valid property valuation, Resolve will automatically order one.

Please access the Automated Valuation Model (AVM) report in Servicer Performance Profile via Servicing Gateway.