Bank of America will respond to mortgage modification customers and credit counselors within 72 hours, a major improvement, under a program expected to be available within 90 days.
"From a customer experience perspective, we have to do better," Rebecca Mairone, Bank of America's national default servicing executive, told a group of counselors today.
Under the "Kept Informed Routines," or KIRs, "customers won't wait more than 72 hours for answers," Mairone said during the Charlotte gathering that drew about 100 consumer advocates, community activists and counselors who work with people trying to get modifications. Currently, struggling homeowners and counselors often wait weeks, even months for responses.
The event was the first of a nationwide tour featuring U.S. Treasury officials, bankers, counselors and advocates, talking about what is — and isn't — working with the massive federal foreclosure-prevention effort, called HAMP.
Mairone said the bank is "investing millions" and will add 1,000 people by the end of the year in its loan modification and related units. Senior people also are being transferred into modifications, which are complex and time-consuming. And the bank is expanding its outreach efforts, including attempting to reach borrowers in person.
"My pledge is that Bank of America is going to be out there more," Mairone said. Speaking with a community activist after the session, she said: "I want you to see and feel the difference."
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