Tag Archives: Customer Satisfaction

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.

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.

The survey, released Wednesday, revealed that more than 83 percent of 2009-2010 homebuyers believe owning a home is still an integral part of the American Dream. Furthermore, 88.7 percent of respondents said they were happy with their purchases, citing a multitude of reasons such as the ""stability of owning [their] own property,"" the relief of ""getting away from renting,"" and ""having a yard and a real 'neighborhood feel,'"" to name a few.

The CFPB, created by the Dodd-Frank Act in 2010, is seeking to clarify procedures that would be used when examining nonbank activity. The bureau launched its nonbank supervision program in January this year as an extension of its bank supervision authority. The proposed rule defines procedures involved in notifying a nonbank that it is being considered for supervision by the CFPB based on reasonable cause.

The Consumer Financial Protection Bureau (CFPB) is looking to propose a rule to standardize monthly mortgage statements to make them easier for customers to understand. The CFPB recently released an early draft of a statement and is seeking feedback. Once a refined prototype is available, the CFPB said it will propose a rule to specify what needs to be on statements, but creditors, assignees, and servicers will have some flexibility to tweak the form after final publication of the rule.

Consumers' overall satisfaction with primary mortgage servicers has decreased significantly since 2010, according to the results of a study released by J.D. Power and Associates Monday. Overall satisfaction fell from 747 in 2010 to 718 in 2011. J.D. Power and Associates measures customer satisfaction on a 1,000-point scale, taking four areas of servicing into consideration: billing and payment process; escrow account administration, phone contact, and website. A decline was present in all areas.

U.S. consumers are less satisfied with their experience during the loan modification process than they are during loan origination, namely because mortgage servicers are missing the mark when it comes to delivering on best practices, according to J.D. Power and Associates. The company's survey found that mortgage servicers fail to adhere to a time frame for approval, don't provide the customer with status updates, and repeatedly ask borrowers for the same information. BB&T ranks highest in customer satisfaction among mortgage servicers.