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    794 vues52 pages

    Bank of America Insider Docs

    Transféré par

    knownperson
    This is incredible information for your reveiw.

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    © All Rights Reserved
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    In order to sell the mortgage servicing rights (MSRs) for half of the BOOK loans in BAC book, they had to inelude ‘approx 15MM current loans. Successor servicers can then solicit HARP refis and get incentive from the govt. Not many reputable servicers want the bad loans, so BAC is selling to Nationstar, Greentree and M&T. These entities are NOT regulated by the OCC and do not have to abide by the OCC Consent Order which outlines strict guidelines on duat tracking (can't foreclose while a modification isin process), payment processing and single point of contact (SPOC) to assist the borrower. This also includes special treatment of borrowers impacted by hurricane Sandy. It may mean that any modification currently in process with BAC will not be recognized and the borrower will proceed into foreclosure. ‘These entities haven't been under any scrutiny regarding TCPA or ather consumer protection acts. They do not screen prior to making outbound calls. No one has cared, but now that numerous current “good” borrowers are being sent their way, the right people are finaly taking notice. Tony Meola joined BAC from Saxon mortgage early 2012. Research the execs at Nationstar~ many are buddies of ‘Tony's. Nationstar did not pass BAC due diligence for subservicing, but the connections allowed them to be approved. (subservicing —you pay someone to service loans, but you keep the MSR) Brian Moynihan, Ron Sturzeneggar and Tony Meola are well aware of the horrible reputation of these servicers. Brian received an email from a client/friend who just learned his mortgage had been transferred. He was not pleased and shared a link to a consumer affairs website tracking Nationstar complaints. Brian did nothing but forward to Ron, who did the ‘The deal was signed in January 2013. They should have thought of that prior to selling the MSRs to these entities; however, they were primarily concerned with getting the bad loans off their books, not with customer experience. Under Tony's leadership, BAC has failed at processing default loans. Ron is a dealmaker, not an operations guy. He was brought in to sell the stuff. And they both receive large bonuses. ‘The argest servicers, especially Bank of Amerie, have eft most straggling Thomeowners hanging without ether modifing or foreclosing. oven a eameaermamanaeed #on D. Sturzenegger Legacy Asset Servicing Executive [Bank of America 4800 Park Granada, CA7-916-03.09, Calabacen,Calforna 01302 Office 213.345.9007 | Fax 213.345.9285 | ron.st zeneager@bam|.com From: Moynihan, Brian T Sent: Tuesday, March 19, 2013 9:50 AM To: Meola, Tony; Sturzenegger, Ron Subject: FW: Your Bank's Reputation From: Charles Giennotti [malto:charles glannotti@hatmall com) Sent: Tuesday, March 19, 2013 11:16 AM To: Moynihan, Brian T Subject: Your Barik's Reputation : Dear Mr Moynihan, TesterGay I received a notification that Nationstar Mortgage LLC will take over the processing of my iportgage from Bank of America, Are You aware of the fact that your bank is turning its customers over to a processor that based on the complaints posted ‘eppears to nat only lack basic competency but also poor customer service? Please take a snoment:to review some of the 503 complaints posted at ‘http://www. consumeraffairs.com/finance/nationstar mortaage. htm! Many of the complaints.are former BofA customers, is this how you want your bank to be remembered? Regards, Charles Giannotti From: Reasner, Colleen Sent: Friday, April 05, 2013 9:42 AM To: Sturzenegger, Ron Ce: Toth, Thomas; Kent, Kelly; Eggers, Helen B; Washington, Larry P - JACKSONVIL FL; Turner, Ruth ™ Hagey, Stephen M; Emerick, Jim; Campbell-Thomas, Midge; Welsh, Susan Subject: RE: Your Bank's Reputation Good morning! | wanted to provide you with an update on the Consumer Affairs Website / Nationstar complaint analysis you requested. We have completed our analysis for the Nationstar complaints and coming out of that, we considered it a good ides to do the same type of analysis for Green Tree, as well as Bank of America, so we can provide a comparative sampling of what is being posted/ discussed on this particular site, Our goal is to complete the remaining analysis next week and have the summary completed by 4/15, Please don’t hesitate to let me know if you have any questions! Cotten Reasner | Bank of America SVP, Program Management Executive Legacy Asset Servicing Business Planning & Governance 0: 214.209.8677 | M: 214.704.4960 From: Reasner, Colleen Sent: Thursday, March 21, 2013 1:18 PM To: Sturzenegger, Ron Ce: Toth, Thomas; Kent, Kelly; Eggers, Helen B; Washington, Larry P - JACKSONVIL FL; Turner, Ruth M ‘Subject: RE: Your Bank's Reputation ‘Thank you Ron. | will take @ look at this and do some analytics on the types of complaints to see if there are some hand-offs we can smooth out with the successor servicers to mitigate some of the situations. | would also like to share it with our Customer Comptain partners just so they can see what Is swirling out there. Please let me know if you have any issues with me passing it on to Jim Emerick and Midge Campbell-Thomas. ‘And thanks again for the feedback and vote of confidence recelved this morning on our Special Handling plan. We appreciate your support! Colleen Reasner | Bank of America SVP, Program Management Executive Legacy Asset Servicing Business Planning & Governance 0: 214.209.8677 | M: 218.704.4960 From: Sturzenegger, Ron Sent: Thursday, March 21, 2013 12:14 PM (0272.0 se e1e0 ue9) 5 ee ae eS ica ore | | a | ne] fai or nce] ih |e we i ia = We (094 moul{ +09} jeu) +09} ee ciel sewest | gesex | 24ST | sonf rosv094 jaeik+os) ee cocest ecco eovest cooocs + ccoose coecet | + ococse | + ceceas | ayeg saysueds Aq sdaysuedl 21eS0] €TOZ eLigziz ~ ered 49ysuesy Aq syunog s9ysuedL secetae steeeior—stzacue ane Cb/8zie 3 ca Farr wteeeice seen Eboz/PLI2 Jo Se UoneIndod uo ‘smo1q Bunsoday uoneindog s9jsues) ajepdy ABaze4yg o1jo110g Buloiaiag jesajep OW Yi panoul 2 : = {yn0g 1G tng} © ao tet on i wna" a rae ‘ersepies0s ee] meas lagoncoss mE-cowmemn ag8¥n coc + omnoon shoziplic so Se smaij Buyyoday uoneindag 19jSUEA, eLigziz — arepdn ABayes o1os}Og BuldiM9S oan jj soisuey, Bueieg — Bao "AL SN B19 ejSUELL Lee euezre lus SN 18 BaisueNL Le ewizre ec }8ue11 BupIA9g Guto eveve ido ws 249 ued ABo}ouyoa4 odo) oun 2ug euvise ILSN B19 sojsueLL oer 11 Bupwes gas0 cv 9 240 (vois99q) (s:ene7 fqp009 vel ~ s80uIpe=y 8}9UEIL SN B19 dSUELL LOE indo sojsue, AteulNerg SN 19 e}suesl Joe ewewe (wey srs BN vajsuest sie ee (wioju) omowers wowssossy ssoupeey sajsUEH | Cee eee eL/8z/2 — Repdn wesBo4g s9jsUes, HINgISgs (ozo se ee0 wee). z ‘angen exe a0 Jepe0%9 pue “uo iS jonssau05y ‘sense sowiojsro Jo Guypuey pue Bunes + wuowlaBeBue ieoywagiossacong + squredwoo 0 us 880] ym 2ouepsea9e U $23} SU) BuBew! pue Kianyepyaunoog + 8490 jenjoenuco sajsued pue sjuoweesBe joa ‘sjuaufed sowojsng + sere vores eo“ ewes aes w LUogeByui 880] ul sued} Joy suonae fay + uoydnssip sowoysno aziumun 0 sda4g 009 fe) spoVy (2 paiep) unaing Bei UI pew seasy sno03 + (11 0p ye sepnyoxs) suo} 073 I (Ascupusyaud) 6z/e WeIC [UIs + (reumujasd) 2eve YEA IS + sueo) aaa {40 s9)sueN ajer0j2008 0} ssaoyn9s Aq po}v9|08 uose|ndod Jj ae (suet 219 04 swanbuijap Aep OF 10 | 44 81eUH}Se) pape 24 IM 901 lod saps eleven + 3 Jeuajeq 5807] + eee ~uojeindod saysuen Lele s8019 + | pautajsuen 99 0} sued) pareuns + ‘KRSM WOHTATES TET JejsuogeN 0] Yous: 10 1922 s0s1U0I9 4 | souayedxe sewoysno pajosiuod uo sna0} ym sseooid | ‘£98 © +09 / u207 E96 bie Aue 2eIeUOREN OF (INN) D!ESOWN- BSW + | soysu24, Bupavag a4 Jo sjoadse foy suyino pue eyeanpe os eayzelG0 + 8 94, J0 5 9 oun pl 72 0} 90 ‘00591 ® +09,/s20" o9d'OEL JESUONEN O1 (YIN) I880N- BSH ‘0061 @ +09 /ue07 $30", biaa Aves sanuaain oF (win) O]eSON - BSW + 068 ® +09 / 5420" oos'e8z 3 “JMOTSISSGT TOVSUETT DUTIES TE rn ee) eLieziz — ayepdy wiesBoig sassuedl ¥INg/SdS (ozi2 jo 88 e1eq weg), senenb spom jueswnoop reward payadwion (6 "sueo] 9 Uo pajajdwoe suone;pauias mazase ¢¢ UD ya G'elep Ma 20puaA Sp BujBes9N07 (9 ‘97/2 4} pejoGve; suoHeDyROU haul op8) dojdaayue: $89) spon av Uo} £91) suoneoy 02/4 U ¢| seunsop 20) soueuyes Jo Buoy uo J9}8UeN SL/e Jo} ansoyo 40} Bulsse00.d renvew eunbas jy sueo| (auyed)s) eoueuyay O1Sx 002-009 + won uoIENA OM ssa0K3 « 2/2 petaiduoo sian] efqpoo5 Buypnjoul o9 NOD, / | 8fqpe08 Gupnou) 09 OND SsoUpEEY JFBUOHEN WOH] =| NEN HO) | | (oa S151 ® +09 / sue07 9119s JeisuoNEN oF (QW HA) S18S0N = SW + 0081 +08 /s4207 00gL 8e11U2EI9 0} ANOB-Ss + (0089 +09 / sue07 008 #014 SO¥OIANOE—SS + | 1801 ® +09/ sveoy i201 vor SE) sanss} Jew! ou — uoyepusuiwoces 06 ~ (ueussosse Sseupeay weersyi0m pue yed feonuo) nya Jed pereduion maine Ssaulpeoy « ‘sonionb yom uawnoop 6 noop pazieUl, (0 (YBN U! 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(source: Reporting package for Atomeys General) CAPS ~ Check Approval and Processing System (Legacy Countywide} Cash Reserves - Liquid assets such as cash, savings, money market funds, marketable stocks oc bonds (excluding retirement ‘accounis). (CCD ~ Change Concept Description Forn (used by Home Equity) CCM — Contact Genter Monitoring (CRD ~ Contact Center Relationship Deepening (or Customer Contact and Relationship Deepening) (CDB ~ Community Development Banking DD ~ Customer Due Diigence CCDIA ~ Consumer Data Industry Association (CE — Customer Experience (CFC — Countrywide Financial Corp. (CHa ~ Corporate (Calabasas Headquarters) CICPM — CIG integrated Credit and Prepay Mode! IG - Corporate Investment Group; Approve HFl process changes and decisions ~a governing body CIP — Customer Identification Program CLMS ~ Credit Loss Mitigation Strategies; usually reference the orglpeople; Loss mitigation references the function (not org speaifc since itis cross division ~ Servicing and CLMS) CLS - Customer Level Solutions CLT Charotte CCLIWL — Correspondent Lending/Wholesale Lending (LCFC— Legacy Countrywide); now replaced by IMSG - Institutional Mortgage Services Group (COOP ~ or Co-op - Cooperative Short Sale ~ proactive program ~ supporis HAFA where apploable ‘COR Compliance Operational Risk (also Corporate Operational Risk and Consumer Operational Risk) CORC ~ Compliance Operational Risk Commitee (CRA Community Reinvestment Act (CRA Customer Relationship Advocacy Department CRC - Credit Risk Commit (CREW ~ Consumer Real Estate Web CRLM ~ Credit Risk Loss Mitigation CCRLMS ~ Credit Risk Loss Mitigation Strategies (CRM — Client Relationship Management Services (ORO ~ Chief Risk Orficer CSAD ~ Consolidated Servicing Agreement Database, houses images of servicing agreements and notices as well as summarizes delegation information for each MI company and investocloan pool (SBC ~ Consumer, Small Business and Card ‘GTR ~ Currency Transaction Report; IRS Form 104 requlred for transactions greeter than $10,000 ‘Cure Rates ~ Loans becoming less delinquent, current or pre-paying ‘Current — Active loans with payments received prior lo the end ofthe calendar month when due. (source: Reporting package for Atfomeys General) GVR— Centralized Valuation Repository (automation project for quality evaluation) (CWB - Countrywide Bank D Daily Dashboard ~ Executive dashboard of key mets, modeled after what Card does; coming to SPM in June DAMR ~ Data, Analytics, Modeling, Reporting; an enabler team DCP — Deposit and Card product DCR — Debt Conversion Rati (Issued on FHLMC Loans from the WPIl system) DD LPI ~ Due Date of Last Paid Installment Declination Letters — used to dectine an offer for a delinquent customer Delegated ~ When the bank is providing service for others (SFO) who own notesibonds, and investors give full delegating rights to service, this is referred to as delegated DIL - Deed:in-Leu; A deed given by a borrowerimortgagor to a lenderlservicer to avoid foreclosure, (source: Reporting Package for Attomeys General) Disposition ~ to faciltate the customer leaving the home (provided by Frank Aguilera) DLL - Dynami Link Library fie that contains executable code and data that are dynamically inked tothe applications that use them during execution DLQ - Delinquent MAIC - Define, Measure, Analyze, Improve, Control Six Sigma phases DMCE - Direct Marketing Center of Excellence NP — Decline Not Permitted DPD ~ Days Past Due DRAW Tool —Decision ready Automated Workflow: Technology enabled workflow tool; enables data to be prefiled in checkiist DSCR — Default Servicing Complaint Resolution DSi Dally Simple Interest DSMFP - Default Servicing Mortgage Fraud Prevention Committee DTI— Debt to income E E26 -End to End EAP — Employee Assistance Program ECC - Existing Customer Credit - HE customer segment EGF ~ Enterprise Control Function ECM ~ Enterprise Content Management EOR - Executive Customer Relations Department ECMS — Enterprise Change Management System ECOA Equal Credit Opportunity Act EDD Enhanced Due Diligence ESA Emergency Economic Stabilization Act of 2008 EFS — Encrypting File System Houdini - webstte accessed fo obtain rates for GNMA and FNMA loans IM — Enterprise Information Management EMEA ~ Europe, Middle East end Africa ~ EMEA Region ENACT - Emergency Notification Associate Communication Tool (1-877-693-6228) EPW — Exception Payment Workflow, system used to track exception payments that have come in and are pending posting Instructions Equator - Web based application — replaced REO Trans for Short Sale oan servicing; workflow management system Escrow Shortage - The amount by which the current escrow account balance falls short of the target balance atthe time ofthe cesorow analysis, This amount may not be capitalized, For HAMP purposes only, i the borrower is unable to cantrfbute to the ‘esorow shortage upfront, the servicer must collect such funds from the borrower over a 60-month period EST ~ Enterprise Stess Test EWI ~ E-mall workflow integration ‘eWorkplace — website forall work inf including time off, E FAQ. Frequently Asked Question BRM — Foreclosure Bankruptcy Real Estate Management (a line of business within servicing) FCL - Foreclosure FOCPA — Fair Debt Collections Practices Act FD Fully delegated FFIEC — Federal Financial Institutions Examination Control FHA-HAMP — Federal Housing Administration ~ Home Affordable Modification Programs ifthe mortgage laan meets Treasury's

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