CFPB Mortgage Servicing Standards: New CFPB mortgage rules - Focusing on the customer experience

January 2014

When implementing the new mortgage standards, don't forget the customer

The mortgage industry has been hard at work preparing for the CFPB’s January 2014 effective date for the new mortgage origination and servicing rules. These rules were developed to protect and benefit consumers, and mortgage lenders have invested significant time and money to comply with them. But one important question remains: has your company considered how these new rules will really impact your customers?

This edition of the CFPB Mortgage Servicing Standards discusses how the new rules have the potential to shape your customers' experience with your organization and some simple steps you could consider taking now to help you deliver the level of customer experience necessary to mitigate potential adverse impacts on your customer experience strategy.

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Roberto Hernandez
Principal, Consumer Finance Group
Tel: +1 (940) 367 2386

Martin Touhey
Tel: +1 (206) 790 8751

Annie Liao
Tel: +1 (646) 256 1825

Jeff Lavine
Anti-money Laundering and Sanctions Leader
Tel: +1 (703) 918 1379

Anthony Ricko
Tel: +1 (978) 985 1749

Bruce Oliver
Tel: +1 (703) 918 6990

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