Avoiding Surprises in Mortgage Servicing

In the September/October issue of ABA Bank Compliance, the authors address the importance of establishing internal monitoring systems for servicing. The article includes a comparison of quality assurance and quality control as well as considerations for reporting results and exceptions, the regulatory change control process for servicing, servicing transfers and loan boarding, and managing consumer complaints. Eliminating the surprise element related to regulatory, legal, financial, and reputational risks benefits the servicer and demonstrates a strong commitment for maintaining an effective internal control system.