View blog: At the start of the pandemic, mortgage regulators and consumers relaxed supervision and enforcement of servants’ compliance with certain requirements, giving workers time to adjust to the restrictions brought on by the pandemic.
However, the flexibility of regulators has ended. On November 10, 2021, regulators issued a joint statement declaring that flexibility was no longer guaranteed, as service workers had had time to adjust their operations. While regulators recognize that service providers still face ongoing challenges, regulators will apply their supervisory and enforcement powers to address any non-compliance or violations of mortgage service rules.
Renewed regulatory scrutiny means service workers must have plans to modernize their operations to manage the uncertainty caused by the majority of the 1.25 million homeowners exiting their forbearance plans. Regulators focus on ensuring that borrowers have the time and opportunity to make informed decisions, striving to avoid a repeat of the recent industry crisis in 2008. To achieve this, regulators are adapting their supervision approach and continue to review and revise the mortgage service rules for their offering. COVID-19 protection. Homeowners do not have the option of choosing a mortgage provider, so regulators view their scrutiny and supervision as imperative to protect homeowners in the current environment.
Mortgage service providers must prepare for increased regulatory activity. To satisfy regulators, service providers must make necessary improvements when it comes to their employees, processes and technologies. Mortgage service operations and operating models must be analyzed and updated. It is imperative that providers develop a plan to comply with the current regulatory environment and be prepared to adapt quickly to the new mortgage servicing rules.
Giving Mortgage Service Providers the Flexibility to Adapt
Conducting analysis to identify, strategize and implement necessary changes to avoid potential organizational risks and issues while maintaining business as usual can be a heavy burden on the service workforce. This can be resolved by identifying, hiring and preparing employees with the necessary expertise, but doing so creates a new set of HR challenges. Not only will hiring new employees consume valuable time, money, and human capital, but there is a problem with what to do with all new hires once the need for temporary labor recedes.
Partnering with a consulting firm to add needed staff allows mortgage service providers to rapidly increase their staffing while maintaining business as usual.
The current challenges faced by servants create an opportunity to review operations and update operating models. Servers can benefit by bringing in consultants, as these professionals can identify bottlenecks and take corrective action.
Ensure compliance with future directives
Developing the right strategy for the optimal future state requires specialized skills to analyze current processes and devise a path forward that includes updates to people, processes, and technology. Servers should not be burdened with maximizing their response to these demanding tasks without guidance from consultants who specialize in business analysis and strategy.
While the analysis and strategy process continues, servants will need to simultaneously develop an effective change management strategy. This requires developing training materials that their employees can easily understand to ensure compliance with the new directives. Effective communication is imperative and requires coordination across many resources both internally and externally. The communication plan needs to process responses to inquiries from regulators, ensuring all necessary checks and balances are properly documented and ready to be served upon request. Servers can also turn to consulting firms to create a comprehensive change management strategy that coordinates training and communication to ensure all of their employees, contractors, and suppliers are on the same page.
Modernization of operating models and effective implementation of changes require the management of many resources and the coordination of a variety of efforts to provide the optimal solution. Without up-to-date and relevant experience in managing such a complex network of initiatives, servants are more likely to make mistakes, which will lead to delays and negatively affect the bottom line. Consultants provide required knowledge and experience from an objective standpoint, and help service personnel develop and maintain best practices. Additional responsibilities often distract management from its core business, so outsourcing to consulting firms allows employees to focus on their primary goals throughout the transformation process.
Servers have made a lot of tweaks over the past two years, but the fallout from the pandemic has persisted. Regulators are actively warning servants to prepare for further oversight and enforcement action – and they are on record that they will continue to review and review the mortgage service rules. Now it’s time for the servants to start preparing. Consulting firms have the experience and expertise to support service workers as they overcome the challenges that lie ahead.
Zachary Ross is a senior advisor at Capco, a sister company of Wipro Opus Risk Solutions..