point of contact and trusted advisor for these borrowers.Sensitivity to the nature of a distressed customer..is necessary to manage a large portfolio of customers throughout the default servicing lifecycle.The Customer..repayment plans and special forbearances.The CRMs responsibilities may also include assisting with non-customer..expert who can address specific questions and situations.The CRM will need to document notes in the customer-facing..pre-validation document checking, impounding, escrow, and investor approvals.Ability to clearly communicate the customer