4 Process Initially, servicers should manage changes resulting from revised guidelines which impact existing processes. They should ensure these changes are well documented, communicated to employees, and include appropriate control points. Tight coordination with the command center is a must. In parallel, mortgage lenders should review their loss mitigation processes to ensure they are efficient and capable of supporting a large increase in volume. If these have not been “tested” recently they may not support the execution demands that will be placed on them – a timely review may be worth the effort, notwithstanding the pressure of other priorities. 10 COVID-19: Implications and next steps for lenders