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Mortgage Subservicing Oversight: Key Elements to Consider

Updated: Jun 7, 2023


When homeowners obtain a mortgage, they often enter into an agreement with a mortgage servicer who handles the day-to-day management of their loan. However, mortgage servicing is a complex process that sometimes involves subservicing, where the servicing responsibilities are outsourced to a specialized company. This arrangement can introduce additional layers of complexity and potential risks for borrowers. Effective oversight of mortgage subservicing is crucial to ensure that homeowners' interests are protected and that the subservicer adheres to industry regulations and best practices. In this article, we will explore the key elements to consider when overseeing mortgage subservicing.

  • Contractual Agreements and Compliance:

The first step in effective subservicing oversight is to review the contractual agreements between the mortgage servicer and subservicer. These agreements should be comprehensive and clearly define the roles and responsibilities of each party. Ensure that the subservicer has been selected based on a thorough due diligence process, including evaluating their financial stability, experience, and reputation. Pay particular attention to regulatory compliance, data privacy, and protection of sensitive borrower information. The contract should clearly outline compliance requirements and specify the consequences of non-compliance.

  • Technology and Infrastructure:

Evaluate the subservicer's technology systems and infrastructure. A robust and secure technology platform is essential for accurate loan accounting, payment processing, escrow management, and customer service. The subservicer should have advanced software and systems that can handle the complexities of mortgage servicing. Assess their ability to integrate with the primary mortgage servicer's systems and exchange data securely. Additionally, ensure that they have measures in place to protect borrower information from data breaches and cyber threats. The subservicer should also have robust disaster recovery plans in place to mitigate potential risks and ensure business continuity.

  • Communication and Customer Service:

Effective communication with borrowers is vital for a positive homeowner experience. The subservicer should have mechanisms in place to handle borrower inquiries, concerns, and complaints promptly and professionally. Review their customer service practices and evaluate their responsiveness and accessibility. Look for evidence of dedicated customer service teams that are knowledgeable and well-trained in mortgage servicing. Regular, transparent, and accurate reporting should be provided to both borrowers and the primary mortgage servicer. Clear and concise communication channels should be established for borrowers to access their account information and receive updates on their loans.

  • Compliance with Regulatory Requirements:

Ensure that the subservicer adheres to all applicable regulatory requirements, including those set by government agencies such as the Consumer Financial Protection Bureau (CFPB). Compliance with regulations such as the Real Estate Settlement Procedures Act (RESPA) and the Truth in Lending Act (TILA) is crucial. They should have robust internal controls and compliance management systems to monitor and mitigate compliance risks. Look for evidence of regular audits and independent reviews to ensure adherence to industry standards and regulations. It's also important to verify that the subservicer is up to date with any changes in regulations and has implemented necessary updates to their processes and systems.

  • Risk Management and Loan Administration:

Evaluate the subservicer's risk management practices and loan administration capabilities. They should have well-defined processes for loan boarding, loan modifications, payment processing, and escrow management. Adequate controls should be in place to prevent errors, fraud, and unauthorized access to borrower accounts. Verify that the subservicer has implemented proper risk assessment procedures to identify and mitigate potential risks associated with loan servicing. Additionally, they should have a clear understanding of loss mitigation strategies and be able to work with borrowers to explore options such as loan modifications or forbearance when necessary.

  • Reporting and Performance Metrics:

Transparency and accountability are essential in subservicing oversight. The subservicer should provide regular, comprehensive reports to the primary mortgage servicer, including key performance metrics and indicators. These reports should cover loan performance, delinquencies, defaults, loss mitigation efforts, and adherence to service level agreements. Clear escalation procedures should be established for any significant issues that arise, and the subservicer should demonstrate a proactive approach to addressing problems. Look for evidence of strong reporting capabilities, including the ability to generate ad-hoc reports as needed, to monitor the subservicer's performance and identify any areas of concern.


Mortgage subservicing oversight plays a vital role in protecting homeowners' interests and ensuring compliance with industry regulations. By thoroughly considering the key elements discussed in this expanded article, mortgage servicers can establish a robust oversight framework to monitor subservicers effectively. Thoroughly reviewing contractual agreements, technology systems, customer service practices, compliance measures, risk management procedures, and performance metrics will enable mortgage servicers to identify potential risks and mitigate them in a timely manner. Ultimately, a well-managed subservicing relationship will contribute to a positive homeowner experience and the stability of the mortgage market.


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