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A recent survey revealed methods servicers are using to assess their borrowers' satisfaction before it’s too late in the game.
Read More »Determining Borrower Satisfaction in the Servicing Process
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Servicers’ Attention to Small Pool of At-Risk Borrowers Negatively Impacts Satisfaction
At-risk customers, those that J.D. Power defines currently behind in their mortgage payments or concerned about keeping current during the next year, represent only 15 percent of the survey respondent pool. This small group has been the center of regulatory and other government agencies such as the Consumer Financial Protection Bureau (CFPB), Fannie Mae, and Freddie Mac.
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