New Servicing Requirements for Large Servicers


Presented by: Mary Beth Guard and Andy Zavoina

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There are nine different categories of servicing-related amendments to Regulations Z and X as a result of the Dodd-Frank Act. The new servicing-related obligations fall into three phases of the lifecycle of a mortgage loan: Some are most important during the term of the loan itself, while others are particular to a loan which is delinquent, and others come into play when a loan is being paid in full. The new rules are complex and detailed and apply not only to new loans, but to covered loans already being serviced by you.

This webinar is for those institutions who do not qualify for the small servicer exemption. A separate program is offered for small servicers, since they are exempt from many of the new obligations.

In this review of the servicing rules, Mary Beth Guard and Andy Zavoina will dig into the new duties and responsibilities imposed on large servicers, starting with an analysis of which loans are covered.

During the session, we will cover these and other topics:
  • Brief overview of the large servicer criteria
  • Servicing disclosure statements, to who, what and when
    • Notice contents
    • What about bankrupt borrowers
  • What happens when payments are made during transfer of servicing
  • ARM loan notices
  • Periodic statements and coupon books
  • Error resolution and information requests (timing and expansion upon the old QWRs)
  • Payment processing
  • Providing payoff statements
  • Restrictions on collection options
  • Overviews of requirements for policies and procedures, early intervention and continuity of contact provisions
  • Escrows and force-placed coverage
  • Force-placed hazard insurance
  • Servicing file and disclosures
  • Continuity of contact with delinquent borrowers
  • Loss mitigation
  • How to differentiate between what you are required to respond to and what you aren't
  • Limitations on reporting to consumer reporting agencies
Who should attend?
  • Compliance officers
  • Internal auditors
  • Mortgage servicing managers or staff members
About the Speakers: Mary Beth Guard has been teaching financial privacy to bankers since the early 1990s and has authored more than a hundred articles on private-related subjects. In addition, she has created privacy cheat sheets and matrices used by thousands of bankers nationwide. Currently serving as Executive Editor of, Mary Beth has had a long and distinguished career, focusing on the banking industry since 1984. Previously, Mary Beth served as EVP/General Counsel and COO for the Oklahoma Bankers Association and General Counsel for the Oklahoma State Banking Department.

Mr. Andy Zavoina, CRCM, is a consultant with the Glia Group, best known for its involvement with

Andy has been in finance and banking for 22 years. Over 20 years were with a holding company with two Central Texas community banks that had $534 million in assets, 89 branches spanning Texas and nearly 500 ATMs. After starting in loan workouts, Mr. Zavoina has been a consumer, commercial and real estate lender and managed those departments as well as being the banks first Webmaster. He was responsible for compliance, management, auditing, and training for both banks.

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CD-ROM Includes:
  • Complete presentation (including slides and audio)
  • Written Materials
  • Follow-up Q & A
You have the right under this license agreement for this CD-ROM to use this presentation on a single-workstation. Use on a network is in violation of the copyright agreements. CD may be used by multiple users at a given institution but may not be placed on a network or in any other multi-user environment.

This program was recorded in its entirety in February 2014. The CD-ROM includes program slides, materials (if available) and follow-up Q & A document.

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  • Model: cd_largeservicers0214
  • Manufactured by: Glia Group, Inc.

This product was added to our catalog on Tuesday 14 January, 2014.

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