Read Part 2: Changing Lender Process in the name of Consumer Protection

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As the mortgage industry moves into this new era of consumer protection, executives face a new question: How is fairness, transparency, and competitiveness to be measured? In this paper, we discuss the operational changes that mortgage lenders must consider in this environment including forming a separate budget for customer relationship management, establishing routine monitoring of the Customer Financial Protection Bureau’s customer complaint database and enabling customer self-service.

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