Why Subscribe?

MBA initiated a weekly survey of forbearance and call center activity at the beginning of April, 2020.  Subscribers will receive a 20+ page report every Monday afternoon (excluding holidays.) The Weekly Forbearance and Call Center Volume Survey provides data on:

• Servicing volume (in loan count, #) and share (% of #) by investor
• % of paid current borrowers by investor
• Share of loans in forbearance by investor
• % of servicing portfolio in forbearance by investor
• % of paid current borrowers in forbearance by investor
• Weekly new forbearance requests and re-entries as a % of servicing portfolio (#) by investor
• Share of loans in forbearance by stage: initial plan vs. extension(s) vs. re-entries
• Weekly forbearance extensions as a % of servicing portfolio (#) by investor
• Weekly forbearance exits as a % of servicing portfolio (#) by investor
• Share of weekly forbearance exits by borrower reason for exit and investor
• Weekly call center inquiries as a % of servicing portfolio (#)
• Share of weekly call center inquiries by handling technique: IVR; live call center agent, or other
• Call center average speed to answer (ASA) in minutes
• Call center abandonment rate
• Call center average handle time (AHT) in minutes
• Select data breakouts by company type: independent mortgage banks (IMBs) vs. depositories
• Select data breakouts for Other (PLS, Portfolio) - Ginnie Mae buyouts vs. all other