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Volume 18 - Number 10

May 16, 2014

Customer Satisfaction Key in CFPB World

The presence of the Consumer Financial Protection Bureau is causing a seismic shift in the way mortgage lenders relate to their customers, with customer dissatisfaction a high-profile barometer that can quickly capture the bureau’s attention and focus it with an uncomfortable intensity in an unwanted direction. “For the first time in our industry’s history, the safety and soundness of the financial institution is just one part, albeit an important one, of what the government hopes to ...

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