Frequently Asked Questions

Why are you converting my mortgage loan(s)?

The credit union is upgrading its software platform to a program called Mortgage Servicer.

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Mortgage Servicer is designed specifically for the servicing management of mortgage loans, including Freddie Mac loans.

 

When will this happen?

The loan conversion will occur on January 31, 2025; once month end processing is completed.

 

There may be a short window after conversion where members may not be able to make mortgage loan payments using the credit union’s online banking service or through the credit union’s telephone banking service (option 3).

 

How will this impact me?

Members will receive a new mortgage loan suffix ranging from 190 to 204.

 

For example, if your mortgage loan number is 12345-171, this may change to 12345-191. Loan suffix information should be available near the end of January 2025.

 

Will my monthly payment change?

There should not be a change in your monthly payment amount unless there is a change in your escrow account or your interest rate (adjustable-rate mortgage loans).

 

Changes in the amount that you pay for taxes and insurance may result in a change in your monthly escrow payment. This is also true if your interest rate changes on your adjustable-rate mortgage loan.

 

I make my payment electronically (ACH, payroll deduction, share transfer or online banking).  Is there anything that I need to do?

If you make your payment through ACH, payroll deduction, share transfer or online banking, please feel free to reach out to us for assistance!  Call us at (671) 472-8210, Option 4.

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I still don’t see my mortgage loan on my online banking page.

To view your mortgage loan information and to make payments, you will need to access the mortgage servicing platform by selecting the  “Mortgage and Payment Information” link under the “Services” tab on the right-hand side of the home page. This link will take you to the new mortgage servicing platform. You will need to arrange mortgage payments as an ACH transfer, from either Community First or an external financial institution.

NOTE: Mortgage information is currently not available on our mobile banking app.

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If I have a question about the change, who should I talk with?

Please call the Loan Servicing Group at (671) 472-8210 or by email at emailus@cfirstguam.com