Servicing Office

The Servicing Office provides loan servicing performance and efficiency for Rural Development (RD) programs through exemplary customer service and fiscal stewardship while cultivating a highly productive workforce.

• Develops, implements, and maintains an effective customer service program for borrowers serviced. 
• Administers the Agency’s interest credit or payment assistance renewals
• Performs escrow activities for real estate taxes and property hazard insurance
• Oversee collection of loan payments
• Grants moratoriums and other servicing actions in response to borrowers’ change of circumstances 
• Process assumptions of loans and sale of security property
• Handles all other problems which may arise during a borrower’s ownership

The SO provides loan servicing performance and efficiency for Rural Development (RD) and Farm Service Agency (FSA) programs through exemplary customer service and fiscal stewardship while cultivating a highly productive workforce

Supports Rural Communities and Rural Development (RD) loan program customers and stakeholders by providing direct oversight of Divisions that will deliver exemplary customer service across multiple communication channels and insure the proper loan servicing opportunities are provided for all RD and FSA loan programs in accordance with established laws and regulations.

Customer Engagement Division (CED)

The CED supports customers and stakeholders by providing efficient and accurate customer service via multi-channel communications (phone, chat, email, and web) to all current and delinquent RD program loan and grant recipients. The CED serves as one large call center that process over 3 million calls annually leveraging call center expertise, standard operating procedures, and technology.

Customer Assistance Division (CAD)

The CAD supports customers and stakeholders by providing extraordinary customer support and mitigating risk through accurate loan servicing that may impact loan payment calculations of Escrow, Subsidy and other specialized loan servicing options that are based on eligibility criteria.

Program Assistance Division (PAD)

The PAD supports customers and stakeholders by providing efficient and accurate responses in writing to customers, third party and congressional office inquiries. Ensure loan information is reported accurately to the Credit Reporting Agencies in accordance with applicable laws and regulations for all RD loan programs. Create an environment to provide extraordinary customer service by providing a help desk to assist RD Field and State Offices with loan origination and servicing inquiries.

Guaranteed Loan Division (GLD)

The GLD supports customers and stakeholders by planning, organizing, directing, and coordinating loan servicing, lender oversight and management reporting activities related to the development, maintenance, and operation of RD nationwide Guaranteed loan programs.

Direct Loan Division (DLD)

The DLD supports customers and stakeholders by providing accurate, timely and consistent payment application for all RD loan programs and the Farm Service Agency (FSA). The DLD ensures consistent application of servicing transactions based on program principles with accuracy and integrity of loan servicing accounting systems.

Supports Rural Communities and Rural Development (RD) loan program stakeholders by providing direct oversight of Divisions to ensure delinquent RD customers are provided every opportunity to become successful. Ensure loss mitigation efforts are effective, timely and protect the Government’s assets utilizing procurement opportunities and business analysis to make informed decisions creating a cost-effective loss mitigation organization.

Pre-Default Division (PDD)

The PDD supports customers and stakeholders by providing analysis, oversight and a single point of contact in providing loss mitigation and servicing options to seriously delinquent RD program customers. The PDD represents the agency in upholding loan servicing decisions in the appeal process for SFH Direct programs. The PDD manages and oversees the proper reporting and collection of delinquent debt for RD and FSA.

Default Division (DD)

The DD supports customers and stakeholders by providing efficient and timely resolution for RD, Single Family Housing (SFH) loans in Foreclosure or Bankruptcy as well as liquidating Real Estate Owned (REO) properties to ensure minimal impact to rural communities as well as minimize losses to the Government.

Business Operations Support Division (BOSD)

The BOSD supports the Service Office by enhancing the service delivery of our internal and external partners as a result of providing project management, program reports,  data and document management and services, statistical evaluation, audit coordination, and procurement support to National Office and stakeholders for all RD and FSA loan programs.