I am a customer service rep at Cenlar Mortgage company and deal exclusively with the Taylor, Bean & Whitaker acquisition. I have commented here to set the record straight so listen up!
The loans we agreed to service from TBW (over 270,000) are Freddie Mac loans which basically means a good portion of the borrowers should not have qualified for any type of credit, let alone a mortgage. TBW went bankrupt due to government pressure to originate loans to stimulate our ailing economy. The result? Tons of borrowers defaulting on their motgages.
When the acuisition was finalized and we received these loans, many of them were disasters waiting to happen. Unforseen problems began to arise such as missed insurance payments, wrong mailing addresses, etc. which of course adversely affect the borrower. During the first weeks, these problems may be few and far between; then they begin to "snowball" causing changes in the manner they are resolved.
In a notrmal customer service position at Cenlar, the emeployee receives 6-8 weeks of in depth training. New hires received only 1 week and we were hiring 30-40 people weekly into the second week of this acuisition, extended our hours until midnight and to include Saturdays.
We bust our humps and bend over backwards to accomodate these TBW customers, explaining in detail what you need to do to resolve your issue and why there is a problem. Wee are met with ignorance, rudeness, contempt and even threats wit every other phone call.
I am a single mother of three and was unemployed from October 2008 to August 2009. Whe I was offered this position I jumped on it so my kids could eat everyday, and forced to walk in my shoes, I can bet you would do the same.
I have been in the customer service field for decades and take great pride in making my customers feel important and secure while being courteous and sympathetic. I am also a homeowner myself and have dealt with servicing transfers and problems with my mortgage. Not once have I ever been as unforgiving, relentlessly berrating or abusive to any representative who takes my calls.
You people criticizing Cenlar and our customer service team should take a step back and re-evaluate your behavior, change your tone and learn to develope some patience. We don't have all the answers, but we will pursue the problem, retrieve an answer and in doing so, maintain an aire of professionalism and courtesy. Shame on you all for your complaints. You make it that much more difficult to come into work and put a smile in my voice. You make it that much more difficult to "leave my work at work" and enable me to come home to my children happy for a job well done.