PERSON OF THE WEEK: Mortgage servicers handling loans in COVID-19 forbearance plans are under close scrutiny by the Consumer Financial Protection Bureau and other regulatory bodies to ensure that loss mitigation activities give borrowers every opportunity possible to stay in their homes.
And, in order to not draw additional scrutiny, servicers must deliver flawless customer service to borrowers in forbearance plans, so as to not draw complaints that will get them “red flagged” by