Course Overview

Course is designed to present an overview of the basic servicing functions and the potential compliance risks of not applying appropriate processes. The course reviews the important correlations and interconnectivity between business units within the servicing organization and uses real life examples of issues that servicers are facing today.The course also addresses principles and fundamentals for success, including strategies for building a servicing portfolio, building a customer base, successful vendor selection and management, and developing company policies and procedures. Regulatory requirements and the National Servicing Standards are also discussed. 

Training DurationTotal Training Hours : 30 Hours
Training Duration : 1 Week
Total Training Days : 5 Working Days
Training SchedulesWeekdays (Sunday to Thursday)
Regular Sessions : 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included

WeekEnds (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
Certifications:1) Certificate from Laurels Training Institute, Attested by Knowledge & Human Development Authority (KHDA) government of Dubai, UAE

2) Certificate from American Institute of Professional Studies (AIPS) from USA (After 15 Days of course Completion which will couriered to the attendees office address)
Learning AidsYes
Course MaterialHard & Soft Copies of Study Material
Language of InstructionEnglish
Instructor HelplineYes
1. Email
2. Social Media (For Emergency requirements)
Registration Requirements1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
Mode of Payment:Cash / Cheque / Credit Card / Bank Transfer.
Eligibility Criteria
(Who should attend this training)

Course is designed for servicing staff, front line management, risk managers, analysts, auditors, quality control and compliance personnel.

This course is ideal for personnel new to servicing or with 1-4 years of servicing experience
Course Benefits

Upon completion of the course, students will:

Describe the servicer’s important role in mortgage banking

Describe key concepts and principles related to escrow management and cash management

Understanding the importance of building and maintaining a performing asset- the servicing portfolio

Assess financial, operational and natural disaster risks to the servicing organization and methods of mitigating those risks

Better understand the CFPB focus on selection and management of vendors, especially those who interact with your clients

Understand the critical role that effective quality control measures and regulatory compliance play in servicing

Identify the functional areas and the role of the servicer in default management and risk mitigation

Discuss and report on quality control and regulatory compliance measures

Describe strategies for the development and deployment of effective processes and procedures for servicing

Discuss the current regulatory environment and how the implementation of the new national servicing standards and the CFPB requirements has impacted servicing
Course Contents / Outline

Servicing Principles

Principles of mortgage servicing

Areas of mortgage servicing

Corporate governance

Escrow Administration

Definition of escrow and escrow administration

Categories of insurance

Servicer’s responsibilities regarding insurance and taxes

Types of taxes related to real property

Tax servicing practices and payment methods

Strategies for managing escrows

Escrow analysis

Cash Management

Corporate governance with regard to cash management

Sources of and paths for funds that flow through the servicer’s cash management system

Cash management costs; cost analysis; remittance

Processing payments for loans in default

Communications essential to cash management

Cash balancing

Importance of the cash management system


Building a Servicing Portfolio

Servicing in an organization’s strategic plan

Due diligence in the servicing portfolio acquisition process

Issues managing the servicing portfolio acquisition

Essential components for managing servicing operations

Achieving efficiency in servicing operations via technology deployment

Building and Maintaining a Customer Base

The importance of maintaining customer relationships

Keys to successful customer service operations

Potential problem areas in customer service

Customer communication methods

Communication with other operations areas in the organization

The importance of retaining and training quality staff

Common customer service training issues

Efficiency in customer relations operations via technology deployment


Investor Administration

Relationship between the mortgage banker, secondary marketing, and investor administration

Importance of corporate governance

Guidelines for investor administration

Issues and challenges regarding investor-purchased loans

Corporate governance in investor administration

Policies and procedures for handling advances, repays, and shortfalls.

Challenges regarding investor administration

Vendor Selection and Management

Vendor role in servicing

Vendor selection criteria

Terms for inclusion in vendor contracts

Governance model for vendor management

How to manage and track vendor performance

Strategy for outsourcing and vendor management

Challenges regarding investor administration



Bankruptcy overview

Impact of automatic stay

Purpose and impact of the major bankruptcy 

Discharge and multiple filings


Use of foreclosure

Recent changes to the foreclosure process

Pre-foreclosure considerations


Foreclosure methods (non-judicial and judicial)

Bidding strategies

MI claims

Key measures of success

Property considerations

Policies and Procedures

Policies and procedures template overview

Financial Management

Creation of the mortgage servicing right

Balance sheet recognition

Loan origination P&L statement

Managing the mortgage servicing right

Revenue streams

Expense streams

Changes in MSR valuation and implications

Loss Mitigation

Cost of default

What loss mitigation is

Retention and disposition options

Working with a borrower

Evolution of loss mitigation

Changing role of the collector

Regulatory requirements

Future of loss mitigation:

Borrower outreach



A closer look at preferred disposition options


Current Issues

Current issues in the mortgage servicing arena 
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