Freddie Mac Business Hours, Support Hours, and Holiday Schedules

Freddie Mac is a vital player in the U.S. housing market, purchasing mortgage loans from lenders to provide liquidity and stability. As a Freddie Mac Seller/Servicer or business partner, it’s important to understand their hours of operation, customer support availability, and holiday schedules. This ensures you can efficiently conduct business and get assistance when needed.

Freddie Mac Single-Family Standard Hours

For the Single-Family mortgage business, Freddie Mac publishes standard hours for origination, selling, servicing, and support. Key operating hours are:

Customer Support Contact Center:

• Monday-Friday: 8am-7pm Eastern
• Saturday-Sunday: Closed

Loan Advisor Suite Tools (LPASM, LCA®, etc.):

• Monday-Friday: 5:30am-2am Eastern
• Saturday: 5:30am-11pm Eastern
• Sunday: 11am-2am Eastern

Loan Selling Advisor®:

• Monday-Friday:
  • Mandatory Cash Contract Execution: 8am-9pm Eastern
  • Best Efforts Contract Execution: 8:15am-5pm Eastern
  • WAC ARM Cash Contract Execution: 8:15am-8pm Eastern
• Saturday: 8:15am-5pm Eastern
• Sunday: Closed

Servicing Tools:

• Workout Prospector®: Monday-Sunday 7am-11pm Eastern
• Loan Coverage Advisor®: 24 hours every day

Early Closings and Extended Hours

Note that there are early closing times on business days before holidays and weekends. And certain tools like Loan Advisor are available beyond regular business hours into the late evenings and early mornings.

Check Freddie Mac’s standard hours page for specifics on early closures and extended availability.

Customer Support Contact Center

Freddie Mac’s Customer Support Contact Center (800-FREDDIE) should be your first stop for questions on:

• Becoming a Freddie Mac Seller/Servicer
• Using any of the Loan Advisor Suite tools
• Origination, underwriting, and selling loans to Freddie Mac
• Servicing and managing Freddie Mac loans
• Using Freddie Mac selling, contracting, and servicing systems

The Contact Center is open Monday to Friday from 8am to 7pm Eastern time. Wait times are typically shortest earlier in the day.

The agents can answer common questions, route you to the right department manager or representative, and file servicing cases or escalations as needed.

Loan Advisor Customer Support

For technical issues with any of the Loan Advisor tools like Loan Product Advisor®, Loan Closing Advisor®, or Loan Quality Advisor®, you can contact:

Customer Support:

• Phone: 800-917-9291
• Email: [email protected]

Hours:

• Monday–Friday: 9am–8pm Eastern
• Saturday–Sunday: Closed

The Loan Advisor support team can troubleshoot errors, help resolve loan data issues, and escalate system bugs or enhancement requests.

Selling and Servicing Systems Support

For systems used in selling loans to Freddie Mac or servicing Freddie Mac loans, each system has dedicated support contacts:

Loan Selling Advisor®:

• Phone: 800-FREDDIE select option 4
• Email: [email protected]

Servicing Gateway:

• Phone: 800-FREDDIE select option 5
• Email: [email protected]

Workout Prospector:

• Phone: 800-FREDDIE select option 5
• Email: [email protected]

Check Freddie Mac’s contact us page for additional phone numbers and contacts by business area.

Holidays and Early Closures

Freddie Mac observes similar holidays and early closures as the federal government and financial services industry:

Holidays when systems are closed:

• New Year’s Day
• Martin Luther King Jr. Day
• President’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day

Early closures on business days prior to holidays/weekends:

• Loan Advisor Suite tools: Close at various times between 2pm-5pm Eastern
• Loan Selling Advisor:
  • Mandatory Cash Contract Execution closes at 2pm Eastern
  • Best Efforts Contract Execution closes at 5pm Eastern
• Customer Support Contact Center: Close at 4pm or 5pm Eastern

Freddie Mac publishes an annual holiday schedule with specific closing times. Check the Single-Family and Multifamily sites.

Key things to know:

• Loan Advisor systems remain partially open during most holidays to allow loan submissions and decisions.

• Certain contracting and settling functions in Loan Selling Advisor go offline during holidays while others remain open.

• Staffed support services are closed on holidays, so plan ahead if you need assistance.

• Set calendar reminders for early closures to avoid missing cutoffs.

Support for Multifamily Seller/Servicers

Freddie Mac Multifamily has similar hours and holiday observances:

• Customer Support Contact Center: Monday-Friday 9am-5pm Eastern

• Multifamily Loan Advisor: Available 24/7 with partial support staffing

• Servicing systems: Available 24/7 with partial support staffing

Check the Multifamily holiday schedule for specifics.

Key Takeaways on Freddie Mac Hours

• Freddie Mac Single-Family has standard hours for origination systems, selling systems, servicing systems, and customer support.

• Loan Advisor tools are available into the late evenings and early mornings beyond normal business hours.

• Multifamily Seller/Servicers have similar support operating hours.

• Holiday and early closure schedules are published annually – check for upcoming dates.

• Staffed support services are closed on holidays – plan ahead when support is needed.

• Set calendar reminders for early closures on business days before holidays to avoid missing cutoffs.

Understanding Freddie Mac’s business hours, support availability, and holiday schedule helps you stay informed and work efficiently. Monitor support hours on their websites and leverage staffed assistance within stated operating times. With smart planning, you can make the most of the tools and resources Freddie Mac provides its clients.

Resources

• Single-Family Standard Hours

• Multifamily Holiday Schedule

• Contact Freddie Mac