Westin Galleria Dallas
13340 Dallas Parkway
Dallas, TX 75240
Tuesday, April 23, 2013
ALIGNING CUSTOMER SERVICE AND COMMUNICATIONS BEST PRACTICES WITH CFPB GUIDELINES - A WIN.WIN FOR MORTGAGE SERVICERS
The Consumer Financial Protection Bureau (CFPB) has proposed new mortgage servicing rules with the goal of “putting the ‘service’ back in mortgage servicing.” Based on the information available today, CFPB rules will be heavily focused on billing and payment processes; clarity of communication; and the quality of a mortgage servicer’s customer service when they are contacted.
J.D. Power and Associates will present customer service and communications best practices from its Primary Mortgage Servicing Study that, when implemented, can help servicers remain ahead of the new CFPB guidelines and at the same time gain a competitive advantage by delivering a superior customer experience.