Monthly Loan Monitoring Survey

Why Subscribe?

MBA initiated a weekly survey of forbearance and call center activity at the beginning of April, 2020.  Starrting in December of 2021, MBA has transitioned this survey to its new Monthly Loan Monitoring Survey  Subscribers will receive a 30+ page report once per month.  The Monthly Loan Monitoring 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
  • Completed loan workouts as a % of servicing portfolio: Repayment plans, standalone payment deferrals/partial claims, and permanent modifications
  • % of paid current borrowers with completed loan workouts
  • 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
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