For example, SCRA -4 Official Guidance states: (however, I am unable to locate where the SCRA Official Guidance came from - may have been CFPB?)
Single Point of Contact: When a borrower states that he or she is or was within the preceding 9 months (or the then applicable statutory period under the SCRA) in active military service or has received and is subject to military orders requiring him or her to commence active military service, Lender shall determine whether the borrower may be eligible for the protections of the SCRA. If Servicer determines the borrower is so eligible, Servicer shall, until Servicer determines that such customer is no longer protected by the SCRA, route such customers to employees who have been specially trained about the protections of the SCRA to respond to such borrower’s questions.