Any action taken in the interest of a customer in a single, perhaps pivotal, moment in time has the potential to get flipped on its head and cause difficulty down the road.
Right now, 1.8 million Americans stand to lose a pandemic safety net that acted as a financial security blanket shortly after the public health crisis’ swift arrival. After the pandemic delivered an immediate and devastating blow to the economy last year, substantial volumes of consumers lost jobs – or found they were working fewer hours if they still had a job – and the limited financial resources they had went to basic survival, including putting food on the table and caring for their families as schools shut down.
As the federal government winds down forbearance programs that paused mortgage payments and foreclosures, banks and many consumers now need to negotiate those borrowers’ optimal exits from the program. After being extended twice over the past 18 months, acceptance into those forbearance programs ends September, but many homeowners will remain in forbearance for another year. Qualifying for this significant hardship relief initially required nothing more than asking for it, as legislators enacted streamlined action to meet a rocketing demand.
Although the mandate under the Coronavirus Aid, Relief and Economic Security (CARES) Act only applied to federally backed mortgages (even if borrowers weren’t already delinquent), the banking industry witnessed many lenders offering similar terms across their entire portfolio. Certainly, banks recognized that payment struggles wouldn’t be limited only to federal borrowers. Offering terms of this federal forbearance program to all mortgage holders was a tactic to proactively keep out of the fair lending and Unfair, Deceptive and Abusive Acts or Practices (UDAAP) regulatory crosshairs.
As the economy coughed and sputtered and tried to rebound, the government paused payments time after time in the interest of consumers. At the height of the program, 6.9 million borrowers were in forbearance. Of those still in forbearance, a fifth will not be eligible for any extensions past September.
With no hopes of additional extensions of federal forbearance, these consumers will be forced to start paying on their mortgage again as their forbearance window comes to a close. Banks need to be ready to meet those borrowers in this moment, leveraging their traditional hardship programs and ensuring fair treatment, because the public and regulators will be keeping track.
Mortgages will exit forbearance in waves, because consumers entered forbearance at different stages and the 18-month safety net starts individually. Of the nearly 2 million mortgagees mentioned earlier, with a reminder that those are only those documented under federally backed programs, estimates indicate about half will exit forbearance by the end of 2021, with the remainder leaving through next year.
During 2020, 13% of all homeowners were in forbearance for at least one month, although, again, that number is likely higher, as many banks extended those safety nets across their full mortgage profile. As of March 31, 2021, only 35% of the homeowners who opted for the program were still in forbearance.
Bear in mind, for many individuals and families, a mortgage is the most sophisticated financial investment they will ever make. It represents their financial identity, and some borrowers might feel they’re moving by touch through a dark process that can be overwhelming to them. Customers in hardship already are struggling, and regulators will be watching to make sure banks don’t make the situation any more difficult for them. The Consumer Financial Protection Bureau (CFPB) already is aggressively working to put information in borrowers’ hands, suggesting that they should seek expert advice to reach the best resolution for their situation.
But guess what? It’s just as difficult for the banks. As customers exit forbearance, some will land on their feet. With no option to extend any more, others will face foreclosures, restructured loan packages and even personal bankruptcies. While regulators will be monitoring to ensure they do what’s right for customers, banks also have an obligation to stockholders to minimize losses from mortgages that end up in foreclosure, where the institutions stand to make only pennies on the dollar.
In June 2021, the CFPB threw down the gauntlet and ended the forbearance program. And after months and months of putting out signals and guidance around how lenders should handle the transition, the CFPB finally dictated rules for implementing an orderly process.
Financial institutions need to give consumers enough time to really figure out what the best financial option is for them. Remember, the toolbox is empty: There is no additional forbearance product to offer after consumers hit the 18-month mark. Banks can work with customers to lower their interest rate or extend the length of the loan – small adjustments that translate into revamped financial obligations that consumers could manage as they regain their footing in today’s economy.
Some borrowers will decide that there’s no viable option except to sell their house, perhaps while also declaring personal bankruptcy – both of which generate their own additional operational complexities and multiple risks for banks. And banks don’t know which borrowers will make the difficult decision to walk away from their homes – unable or unwilling to negotiate an exit plan to start repaying – and push banks to foreclose.
In any case, banks haven’t been in this situation in several years, meaning their muscle memory for these experiences and processes might be weak. And that’s where the greatest risk comes from, as banks revert to their standard hardship and exit protocols.
As they brace for consumers exiting forbearance, here’s what banks must be ready to do:
The most important thing banks should do right now is conduct a Readiness Review. The three key stages are fully understanding the profile of customers who will be exiting forbearance, validating that operational processes and procedures comply with internal and regulatory policies, and assessing all communications for clarity and consistency.
Spinnaker’s Risk Management and Regulatory Compliance and Data and Analytics teams can assist you in asking the right questions or completing a comprehensive review, leading to recommendations that will ensure you enter this stage with lower strategic, reputational and operational risk – and that you’re doing right by consumers and in the eyes of your oversight agencies. Trust us: Regulators are poised to jump in at the first sign of trouble. You don’t want to be the bank that gets their attention.
Laurent Robert, a Consultant in Spinnaker's Risk Management and Regulatory Compliance practice, contributed to this blog.
Not too long ago, banks primarily served their communities through their expansive network of branches, with customers walking in and out of physical locations dotted across their institution’s footprint. In recent years, digital transformation efforts to meet customers online and through applications have pushed traffic away from those traditional brick-and-mortar branches.
Risk Management & Regulatory Compliance, Issue Management, Governance & Policy 6 minute read
The skyrocketing expansion of fintechs delivering inventive products and services is impressive, and it’s only natural that traditional banks want to seize a bit of that action. After all, many of these startups have identified a specific consumer pain point – often something that has long troubled a bank – and applied cutting-edge technology to solve it. Along the way, fintechs are carving out an entirely new market while also expanding their reach to previously unbanked or underbanked consumers.
Risk Management & Regulatory Compliance, Change Management, Governance & Policy 5 minute read
Cutting-edge technology, coupled with the disruption of COVID-19, has driven significant change in the banking industry this past year. Consumers are now more apt to choose online banking services – a trend that’s been bolstered by the continued ingenuity of the fintech segment. And while customers are keeping banks on their toes with continued demand for new tech, we expect that demand to be accompanied by new policy and regulatory pressure in the next five years.
Customer Channels & Operations Management, Data & Analytics, Risk Management & Regulatory Compliance 1 minute read
Like how we think? Subscribe to have our articles delivered direct to your inbox each month.
Headquarters: 8000 Franklin Farms Drive, Suite 100, Richmond, VA 23229
©2023 Spinnaker Consulting Group. All rights reserved.