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Volume 2014 - Number 16

April 24, 2014

Customer Service Improves, But Servicer Costs Also Go Up as Firms Comply with CFPB’s Servicing Rules

The servicing rules implemented by the Consumer Financial Protection Bureau at the beginning of this year appear to have resulted in improvements to customer service along with increased costs for servicers, according to industry analysts. “Most servicers have adapted their operations to make the customer experience a key focus of their servicing operations,” according to analysts at Standard & Poor’s. When reviewing servicers, S&P said...

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