Online self-service options can be scaled up more easily than traditional call centers, providing servicers with additional flexibility to handle spikes in homeowner requests, the bureau said.
Many industry insiders believe the reason for the delay is to prevent the Federal Trade Commission from obtaining a Republican majority when FTC Commissioner Rohit Chopra resigns to take charge at the CFPB.
Loan officers employed with the megabank since May 2016 claim the depository unlawfully required significant off-the-clock work and failed to properly calculate overtime.
As more borrowers look to modify their debt when pandemic-related moratoriums end, the CFPB is likely to increase scrutiny of companies offering such relief, an industry attorney said.