How proactive communication can reduce the risk of foreclosure The CFPB's proposed new servicing requirements could heighten the need for servicers to reach out

Didier Malagies • August 5, 2021


As borrowers impacted by COVID-19 continue to exit mortgage forbearance, now is the time for lenders and servicers to be proactive in their borrower outreach to reduce foreclosure volume. According to ATTOM Data Solutions, foreclosures have increased by 9% in the first quarter of 2021. And while foreclosure is sometimes unavoidable, lenders and servicers have an arsenal of tools at their disposal to help borrowers before that happens.


Less than two months after a missed mortgage payment, servicers typically contact borrowers to discuss potential options. However, it can be challenging to connect with borrowers. Computershare Loan Services (CLS) is one of the highest-rated servicers in the US. With deep roots in default servicing, Specialized Loan Servicing (SLS), part of the Computershare Group, helps clients mitigate a rise in foreclosures with contact strategies that meet borrowers where they are.


“Even before the pandemic, we were looking at ways to expand our communication,” said Leesa Logan, General Counsel of Specialized Loan Servicing. “Times are changing. Consumers don’t always answer the phone or look at their email. The old way of sending out letters isn’t always as effective as it once was.”

The CFPB’s Proposed Rule Amendments 


The pandemic heightened the need for lenders and servicers to improve communication quickly. But even with the best efforts, it can be challenging to effectively manage consumer contact – especially when onboarding high origination volumes and navigating new rules and regulations. 


In early April, the Consumer Financial Protection Bureau (CFPB) proposed new servicing requirements to give borrowers impacted by COVID, and servicers, more time to bring a loan current before moving toward foreclosure. For example, for principal residences, the Bureau would require a temporary COVID-19 emergency pre-foreclosure review period until the end of December 2021. Additionally, the proposed amendments would allow mortgage servicers to offer certain loan modifications more efficiently by requiring fewer borrower documents. If the modifications don’t increase the borrower’s monthly payment, servicers and borrowers can avoid the paperwork and focus on creating a payment plan. 


While well-intentioned, these amendments require servicers to distinguish between a borrower’s principal residence versus a property that is vacant or abandoned, which can be challenging. Typically, an abandoned property can move forward to foreclosure. But an abandoned property is not the same as a vacant property, which can still be a consumer’s primary residence. Servicers must consider several different factors to make that determination. For example, someone in the military may leave a home vacant while deployed, but that doesn’t mean the house is abandoned and should go into foreclosure. 


“It’s not easy,” Logan added. “Determining whether a property is abandoned requires communication with the borrower. But that’s something we focus on at Computershare Loan Services. We want to make sure if the property is vacant, we have some other qualifier that leads us to a reasonable belief the property is abandoned. If that is the determination, we may go ahead and move forward in the foreclosure if all efforts have been exhausted and in accordance with applicable legal and investor requirements.”

Computershare Loan Services streamlines communication



Computershare Loan Services designed its operational model to streamline communication with borrowers and remain compliant. CLS integrates digital tools into their day-to-day communication with customers to provide education on COVID-19 assistance opportunities, explain potential solutions when assistance ends, and provide multiple ways to contact SLS’s customer care team. Computershare Loan Services provides relevant information where and when borrowers prefer to receive it. 


“Email, IVR, educational videos, and texting have all been very effective for us,” said Logan. “We get much more engagement by using a combination of these outreach methods. By using these tools, we have a very high rate of getting consumers out of forbearance and into a resolution.” 


The CFPB’s new proposed rules put certain expectations in place when servicers contact borrowers. And while most servicers are already checking in with borrowers, they might not be in compliance with some of the additional contact requirements the Bureau is proposing.


“We’re looking at our current practice, identifying the Bureau’s intent, and ensuring we meet that intent,” added Logan. “And that’s something all servicers need to be doing in preparation for CFPB’s anticipated rule amendments.”

Partner with Computershare Loan Services to learn how they support homeowners and protect client’s

Portfolio.


Start Your Loan with DDA today
Your local Mortgage Broker

Mortgage Broker Largo
See our Reviews

Looking for more details? Listen to our extended podcast! 

Check out our other helpful videos to learn more about credit and residential mortgages.

By Didier Malagies October 27, 2025
🏦 1. Fed Rate vs. Market Rates When the Federal Reserve cuts rates, it lowers the federal funds rate — the rate banks charge each other for overnight loans. That directly affects: Credit cards Auto loans Home equity lines of credit (HELOCs) These tend to move quickly with Fed changes. 🏠 2. Mortgage Rates Mortgage rates are not directly set by the Fed — they’re more closely tied to the 10-year Treasury yield, which moves based on investor expectations for: Future inflation Economic growth Fed policy in the future So, when the Fed signals a rate cut or actually cuts, Treasury yields often fall in anticipation, which can lead to lower mortgage rates — if investors believe inflation is under control and the economy is cooling. However: If markets think the Fed cut too early or inflation might return, yields can actually rise, keeping mortgage rates higher. So, mortgage rates don’t always fall right after a Fed cut. 📉 In short: Fed cuts → short-term rates (credit cards, HELOCs) usually fall fast. Mortgage rates → might fall if inflation expectations drop and bond yields decline — but not guaranteed. tune in and learn https://www.ddamortgage.com/blog didier malagies nmls#212566 dda mortgage nmls#324329 
By Didier Malagies October 20, 2025
🟩 1. FHA Streamline Refinance Purpose: Simplify refinancing for homeowners who already have an FHA loan — lowering their rate or switching from an ARM to a fixed rate with minimal paperwork and cost. Key Features: No income verification usually required No appraisal required in most cases (uses the original home value) Limited credit check — just to confirm good payment history Must benefit financially (lower rate, lower payment, or move to a more stable loan) Basic Rules: You must already have an FHA-insured loan No late payments in the past 12 months At least 6 months must have passed since your current FHA loan was opened The refinance must result in a “net tangible benefit” — meaning it improves your financial situation Appraisal Waiver: Most FHA Streamlines don’t require an appraisal at all — it’s based on the original value when the loan was made. 👉 So, the loan amount can’t exceed your current unpaid principal balance plus upfront MIP (mortgage insurance premium). 🟦 2. VA Streamline Refinance (IRRRL) (IRRRL = Interest Rate Reduction Refinance Loan) Purpose: For veterans, service members, or eligible spouses who already have a VA loan, this program allows them to lower their rate quickly and cheaply. Key Features: No appraisal required (uses prior VA loan value) No income or employment verification Limited or no out-of-pocket costs (can roll costs into new loan) No cash-out allowed — it’s only to reduce the rate or switch from ARM to fixed Basic Rules: Must have an existing VA-backed loan Must show a net tangible benefit (like lowering monthly payment or rate) Must be current on mortgage payments Appraisal Waiver: VA Streamlines typically waive the appraisal entirely, meaning your home value isn’t rechecked. This makes the process much faster and easier. 🟨 3. The “90% Appraisal Waiver” Explained This term often shows up when: A lender chooses to order an appraisal, but wants to use an automated value system (AVM) or When the lender uses an appraisal waiver (like through FHA/VA automated systems) up to 90% of the home’s current estimated value. In practice: It means the lender or agency allows the loan amount to be up to 90% of the home’s estimated value without a full appraisal. It’s a type of limited-value check — often used when rates are being lowered and no cash-out is being taken. It helps borrowers avoid delays and costs tied to a new appraisal. Example: If your home’s estimated value (per AVM or prior appraisal) is $400,000, a 90% waiver means your loan can go up to $360,000 without needing a new appraisal. ✅ Summary Com  tune in and learn https://www.ddamortgage.com/blog didier malagies nmls#212566 dda mortgage nmls#324329
By Didier Malagies October 13, 2025
Here are alternative ways to qualify for a mortgage without using tax returns: 🏦 1. Bank Statement Loans How it works: Lenders review 12–24 months of your business or personal bank statements to calculate your average monthly deposits (as income). Used for: Self-employed borrowers, business owners, gig workers, freelancers. What they look at: Deposit history and consistency Business expenses (they’ll apply an expense factor, usually 30–50%) No tax returns or W-2s required. 💳 2. Asset Depletion / Asset-Based Loans How it works: Instead of income, your assets (like savings, investments, or retirement funds) are used to demonstrate repayment ability. Used for: Retirees, high-net-worth individuals, or anyone with substantial savings but limited current income. Example: $1,000,000 in liquid assets might qualify as $4,000–$6,000/month “income” (depending on lender formula). 🧾 3. P&L (Profit and Loss) Statement Only Loans How it works: Lender uses a CPA- or tax-preparer-prepared Profit & Loss statement instead of tax returns. Used for: Self-employed borrowers who can show business income trends but don’t want to use full tax documents. Usually requires: 12–24 months in business + CPA verification. 🏘️ 4. DSCR (Debt Service Coverage Ratio) Loans How it works: Common for real estate investors — qualification is based on the property’s rental income, not your personal income. Formula: Gross Rent ÷ PITI (Principal + Interest + Taxes + Insurance) DSCR ≥ 1.0 means the property “covers itself.” No tax returns, W-2s, or employment verification needed. 💼 5. 1099 Income Loan How it works: Uses your 1099 forms (from contract work, commissions, or freelance income) as income documentation instead of full tax returns. Used for: Independent contractors, salespeople, consultants, etc. Often requires: 1–2 years of consistent 1099 income. Higher down payment and interest rate required. tune in and learn https://www.ddamortgage.com/blog didier malagies nmls#212566 dda mortgage nmls#324329 
Show More