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CFPB Identifying Consumer 'Pain Points' To Help Improve Mortgage Closings


In its ongoing effort to protect consumers in the mortgage lending process, the Consumer Financial Protection Bureau is calling on the public to report their experiences and suggestions on how the loan closing process can be improved and how key consumer “pain points” associated with a closing might be remedied by market innovations and technology. Such technologies would include paperless processes and electronic signatures.

The CFPB announced on January 3 that it is seeking comments from industry professionals and other interested parties in order to test and study ways in which the closing process can be improved. In its announcement, the Bureau requested specific comments on 17 questions. Some of the questions are:

  • What are the common problems or issues consumers face at closings?
  • How long does the closing process take?
  • What are the common errors encountered at closings?
  • Do borrowers review loan forms beforehand?
  • Where and to whom do consumers turn for advice during closing? Whom do they typically trust?

“This notice seeks information from market participants, consumers, and other stakeholders who work closely with consumers. The information will inform the CFPB's understanding of what consumers find most problematic about the current closing process and inform the CFPB's vision for an improved closing experience,” the CFPB stated in the January 3 announcement.

If you or someone you know wishes to leave feedback, instructions can be found in the online announcement. All submissions will become part of the public record and must be submitted on or before February 7, 2014.

David Thun is an Associate Editor at the National Notary Association.

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