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VA Home Loans

 

Servicers of VA Loans

The Department of Veterans Affairs (VA) defines a servicer as a mortgage company that performs all servicing activities on VA-guaranteed loans, which include but are not limited to: collecting and applying monthly mortgage installments, providing customer service, reporting to credit bureaus, and managing escrow accounts. Servicers play a critical role in the VA Home Loan Program, as essential loan management activities are delegated to them. VA-guaranteed mortgage servicers must service VA loans to the same high standards as other conventional and government loans in their portfolio.

Servicers provide a unique experience to each borrower's circumstance, while complying with all applicable local, State, and Federal laws, such as the Real Estate Settlement Procedures Act (RESPA), and regulations governing the VA Home Loan Program.

VA provides statutes, regulations, and policy guidelines on how VA-guaranteed loans should be serviced and maintained. As a part of those requirements, servicers must report, at least monthly, electronic loan data to the VA Loan Electronic Reporting Interface (VALERI) application for every VA-guaranteed loan.

Servicer Resources

Additional Support

Follow the guidance below to help streamline your request and ensure the best possible assistance.

Borrowers: VA encourages borrowers to contact their servicer to resolve any concerns they have with their existing mortgage. Borrowers may also call 877-827-3702 to contact VA and speak with a VA representative regarding their home loan situation.

Servicers: For immediate assistance, it is recommended that servicers first contact their assigned VA representatives directly. This method typically provides the quickest response and most direct assistance.

If you need additional support or are unable to reach your assigned VA representative, please refer to the tab, “Regional Loan Center Escalation Contact List”. They are equipped to handle a variety of inquiries and provide comprehensive support.

ServiceNow Portal: For additional support, submit your inquiries through the ServiceNow portal. This platform is a fast way for Veterans, lenders, servicers, appraisers, and other VA partners to contact Loan Guaranty Service to get answers to questions about the VA-guaranteed home loan program. Learn how to access ServiceNow and submit an inquiry on our FAQs.

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