2:32 PM » The Path to Improving Mortgage Industry Communication with Struggling Homeowners
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Our country is in the midst of recovering from an unprecedented housing crisis. At the start of the crisis, the mortgage industry was not prepared to help the number of homeowners in need of assistance. Mortgage servicers were focused primarily on collecting payments on behalf of investors rather than providing customer service to struggling homeowners. When the crisis hit, many homeowners were not getting the help they needed and customer service was often dismal. There were no standardized processes for assisting homeowners to prevent foreclosures. These challenges presented themselves as the Obama administration took steps to get relief to homeowners. Today the U.S. Department of the Treasury is releasing a special report called " Making Contact: The Path to Improving Mortgage Industry Communication with Homeowners " that details the steps Treasury and other federal agencies took to get the mortgage industry to improve customer service in the Federal government's Making Home Affordable Program , including through Single Point of Contact requirements. The report offers the most detailed information published to date on implementation of Single Point of Contact requirements which are now becoming standards across the mortgage industry. The Single Point of Contact requirements represent one of the largest operational changes required of mortgage servicers to improve their communication with struggling homeowners who may be eligible for assistance to avoid foreclosure. The report offers a snapshot of efforts underway by the nine largest servicers who participate in the program (Bank of America, Citi Mortgage, GMAC Mortgage, Homeward Residential, JPMorgan Chase, Ocwen Loan Servicing, One West Bank, Select Portfolio Servicing and Wells Fargo). While it is still too early to draw conclusions about the most effective ways to implement Single Point of Contact requirements, and while further improvements in servicing are still needed, this report is intended to...