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Tag Archives: Customer Satisfaction

The Customer is Key

The housing crisis impacted the reputation of the mortgage servicing industry in the eyes of the public. But as the years went by, the industry had slowly rehabilitated ...

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Commentary: Same Old, Same Old

The summer is over and with it the end of re-runs of (some of) our favorite shows. There might even be some original movies, not sequels or prequels. But, there’s one more re-run we have to endure but with a new twist: Republicans in Congress balking at increasing the debt ceiling and threatening a government shutdown when the federal fiscal year ends October 1 unless and this is the twist legislation passed by the Congress and signed into law by the President is tweaked, modified, changed, delayed or otherwise abandoned .

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Jobless Claims in Surprise Jump

First-time claims for unemployment insurance jumped 16,000 to 357,000 for the week ended March 23, the strongest jump since mid-February, the Labor Department reported Thursday. Meanwhile the number of continuing claims for the week ended March 16, reported on a one-week lag, fell 27,000 to 3,050,000, the lowest level since June 2008.

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Customer Satisfaction with Real Estate Companies Falls to New Low

There are some things we tend to take as fundamental truths. Nowadays, people may add to their roster the idea that home buyers and sellers seem to downright dislike their real estate companies. According to a recent report by J.D. Power and Associates, home buyer satisfaction with national real estate companies fell to its lowest level in the history of the five-year-old survey, a record low on par with mortgage rates.

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Survey: Community Banks Most Concerned About New Regulations

A study released Thursday by Ellie Mae found that community bankers see increasing regulations as the biggest immediate challenge to their mortgage businesses. More than half of community bank executives (51 percent) said that handling changing compliance standards is the most significant challenge for their banks. They specifically spoke of regulations created by the Dodd-Frank Act and the Consumer Financial Protection Bureau (CFPB).

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CFPB Proposes Stricter Mortgage Servicing Rules

The Consumer Financial Protection Bureau (CFPB) proposed two notices with rules designed to protect homeowners from surprises or mistakes made by their mortgage servicers. CFPB first announced in April that it was considering several proposals to implement requirements laid out in the Dodd-Frank Act, the bill that created the bureau.

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Fannie Mae Announces Customer Care Training for Servicers

Fannie Mae is now offering a program to help prevent foreclosures by enabling better relationships between servicers and homeowners, the GSE announced Monday. The program, dubbed Know Your Options Customer Care, is a customer engagement strategy and training program for servicers. Fannie Mae will conduct training sessions for servicer call center employees, provide scripting for homeowner interaction, and help implement ongoing quality control measures.

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