The document provides statistics on mortgage loan servicing complaints and performance. It shows that California had the most consumer financial protection bureau (CFPB) complaints regarding loan servicing at 21,416. Conventional fixed rate loans accounted for the majority (46%) of CFPB complaints. Servicers that outsource loan portfolio management to sub-servicers spend $100 more per loan on average than servicers managing loans in-house. The document also introduces ISGN as a provider of mortgage servicing technology and business process outsourcing solutions.

1. Sources: consumerfinance.gov/complaintdatabase/ (12-2011-02-2015), SourceMedia’s Residential Servicers by Total Volume (Q3 2014), mba.org, Mortgage Banker Association’s (MBA)
Servicing Operations Study, federalreserve.gov, OCC Mortgage Metrics Report.
Top 10 States
for CFPB Complaints
Regarding loan servicing, payments,
escrow account, loan modification,
collection and foreclosure
1. California 21,416
2. Florida 12,779
3. New York 6,754
4. Georgia 6,010
5. Texas 5,284
6. New Jersey 5,181
7. Maryland 4,523
8. Michigan 4,083
9. Illinois 3,695
10. Pennsylvania 3,566
Transforming the
borrower experience™
www.isgn.com
Complaints by Loan Type
Number of CFPB complaint
cases closed with monetary
relief charged to the servicer
Number of closed cases where
the servicer
admitted fault
Percentage
of CFPB
complaints
that are
servicing-
related
Delinquency rate
for mortgage loans
(1-4 Family Residences, Q42014)
33,522 13,206 10,587 4,673 1,707
The least number
of servicing-related
CFPB complaints
were received
from
North
Dakota
Total number of CFPB
complaints
by the
NUMBERSSERVICING
46
11,380
85
5.68
135,335
2,268
Conventional
Fixed
ARM FHA Home Equity/
Line of Credit
Other, Reverse, Second: 50,367
VA
Additional
amount spent per
loan by servicing
companies who
have their portfolio
managed by a sub-
servicer vs. servicing
in-house
$100
Outstanding
mortgage
debt$9.9T
2.5M
$228
LoanDynamix™
The future of servicing technology
Powerful dashboards, workhorse
system, scalable to 6M+ loans, fast
and easy to implement, lower
cost, higher productivity
Tempo™
The power of ONE
Powerful dashboards, seamless data
flow, configure to your workflow,
lower cost, higher productivity
CFPB Compliance RiskCheck™
Uncover your risk exposure
Built by compliance experts, regulator-
friendly report format, assesses
organizational preparedness,
save 100s of man hours
Percentage
decline in servicing
revenue per loan 6
73
Cost per loan
serviced, on average
Mortgage servicing
rights sold in 2014
Percentage of seriously
delinquent loans and
loans in foreclosure
that were
originated in
2007 or earlier
7 out of 10 HAMP Mods
done in 2014 were on FHA-
insured loans
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
Introducing
ISGN can help mortgage servicers of all types and sizes
Our servicing and default technologies, business process outsourcing, compliance,
quality, title and valuation solutions are part of a comprehensive offering, allowing you
to choose one product, several solutions or the full suite of what ISGN can do for you.
Doc. # SDS001ig. ©2015 ISGN. All rights reserved. ISGN and all other marks identified herein are trademarks or service marks of ISGN
Corporation and may be registered with the United States Patent and Trademark Office and in other countries. Other product and
company names herein may be trademarks of their respective owners.
Current foreclosure
inventory among all
homes with a mortgage
(lowest since March 2008)
1.5
Learn more
Learn moreLearn moreLearn more