CFPB Prepared Remarks of Richard Cordray

On January 16, the Consumer Financial Protection Bureau published a news release containing the prepared remarks of Richard Cordray at Operation HOPE.

Prepared Remarks of CFPB Director Richard Cordray at Operation HOPE

Thank you for your kind words. I also want to express my appreciation to the indefatigable John Hope Bryant, his advisor Jena Roscoe, and the entire Operation HOPE team. We are deeply grateful for their invaluable support of our work at the Consumer Financial Protection Bureau and for all they do to help those who struggle with their finances.
Cesar Chavez once said, “We need to help students and parents cherish and preserve the ethnic and cultural diversity that nourishes and strengthens this community – and this nation.” I believe that statement applies not only to individuals and organizations, but also to the entire consumer financial marketplace. Operation HOPE’s “silver rights” empowerment, which is dedicated to making free enterprise work for everyone, is fundamentally grounded in a mission that reflects our own. That harmony provides the basis for a successful partnership, and together we have seized the opportunity to create one.
We share your commitment to ensuring that all communities can access safe and affordable credit. Indeed, last year we implemented important new mortgage rules that make sure lenders offer only mortgages that consumers can actually afford. Our Ability-to-Repay rule, also known as the Qualified Mortgage rule, created new protections for consumers. These rules put in place guardrails to make sure lenders do not stray into dangerous areas. They will ensure that the reckless lending that became so commonplace leading up to the financial crisis does not happen again. As memories of the crisis may fade over time, we are taking important steps to ensure that history will not repeat itself.
A core purpose of this work has been to help restore reliability to the mortgage market. When people take out a loan to buy a home, they deserve to have confidence that they are not being set up to fail. With such confidence, they can be more actively engaged in the process of seeking a good outcome. This brings me to my topic for today.
At the Consumer Bureau, we have been working with the Federal Housing Finance Agency to find out about new mortgage borrowers. Our first survey, at the beginning of last year, found that nearly half of all consumers do not shop around for a mortgage when buying a home. So this week we released a new “Know Before You Owe” initiative called Owning a Home. It is designed to empower consumers with the information they need to shop for one of the biggest financial purchases they will make in their lifetime: their mortgage.
Our report this week is based on results from the National Survey of Mortgage Borrowers. Fundamentally, it found that almost half of consumers seriously considered only a single lender or broker before making their mortgage decision. That is too many consumers, given what is at stake, and it is of great concern to us.
Just think about the effort most consumers put into considering what house to buy. They weigh the most basic questions, such as what town to live in, how many bedrooms or bathrooms they think they will need, do they want to have a yard to enjoy and care for. Given the importance of this major purchase, almost nobody looks only at one house and decides to stop right there. The same should be true of choosing a mortgage. Consumers should ask themselves what down payment they can afford and what terms fit their unique financial needs. But consumers do not seem to be as careful or as confident in weighing this decision.
Our study found that consumers get much of their information about mortgages from sources that have a vested interest in the outcome. For example, 70 percent report relying on their lender or broker “a lot” to get information about mortgages, while only 20 percent rely “a lot” on websites and only 2 percent rely “a lot” on housing counselors. Certainly lenders and brokers can be valuable resources. But it is worth recognizing that they also have an important personal stake in selling the mortgage. What is best for them is not always going to be best for the consumer.
People may well put more time and effort into shopping for smaller products such as TVs and computers than they do in shopping for the right mortgage. This failure to look around can mean real money lost for consumers. For example, on a conventional mortgage for borrowers with a good credit rating and a 20 percent down payment, the range of interest rates can span a half-percent or even more.
When you are spending a lot of money, you are literally betting the house on the choices you are making, and it can be highly beneficial to shop around. For a borrower taking out a 30-year fixed-rate loan for $200,000, getting an interest rate of 4 percent instead of 4.5 percent translates into $60 in savings per month. Over the first five years, the borrower would save about $3,500 in mortgage payments. In addition, the lower interest rate means the borrower would pay off more principal in the first five years, even while making lower payments. By not shopping around, consumers often are throwing good money down the drain.
An important and interesting finding from our survey was that consumers with more confidence in their knowledge about the mortgage process were more likely to shop. This was especially true for those who said they were very familiar with available interest rates. They were almost twice as likely to shop as those who were unfamiliar. So clearly we need to try to instill more confidence in consumers. We need to empower them to shop.
At the Consumer Bureau, we are working to reduce the information gap between lenders, who understand mortgage pricing inside out, and consumers, to whom the process can often feel like a mystery. It is time to start changing the culture of how people obtain their mortgages. We need to change the process from one of “getting a mortgage” to one of “shopping for a mortgage.” Consumers have much more power than they may realize. They can use that power to take control of their financial outcomes.
To help consumers become better and more informed shoppers, we are improving mortgage disclosures. This summer our Know Before You Owe forms will become the new reality in the mortgage market, helping consumers to understand their options, choose the best deal, and avoid costly surprises at the closing table. We also will soon be bringing out a more consumer-friendly edition of the booklet people receive when they apply for a mortgage to buy a home.
Although our new regulations limit various risky products, mortgages can still have different terms and features. Key components of a loan include the loan term, loan type, and interest rate. Loan terms typically vary between 15 and 30 years. Loan types include conventional loans, among others. Interest rates can be fixed or adjustable, and the upfront costs for mortgages often vary across lenders, even for the same consumer on the same kind of loan.
Shopping for a mortgage can occur at different points in the process, but consumers are well advised to cast a wide net early on. The consumer may begin by researching different loan options. Once the consumer knows more, she may be ready to meet with lenders and ask questions about the products they offer. Then she is ready to apply for a loan from different lenders. Finding the best deal depends on comparing the available offers, which may vary based not only on the interest rates but also on other costs and terms.
Our Owning a Home initiative has great new tools to help consumers throughout the home buying experience, from the very start all the way to the closing table. They include a guide to loan options and a closing checklist, written in plain language. If consumers need help understanding the difference between a fixed-rate and adjustable-rate mortgage, our tools will be able to assist. If people need help deciding how much they can borrow, our tools will be able to help with the calculations. Or if they need help understanding the new mortgage disclosure forms, Owning a Home will be able to explain all that. We are working to add these and other tools over the course of the year to give people a comprehensive and comprehensible picture of the entire home buying process.
One critical feature contained in Owning a Home is the Rate Checker, a tool currently in beta release that helps consumers understand what interest rates may be available to them. It incorporates information from lenders’ internal rate sheets, information they use to calculate what interest rate is available for a particular consumer. In other words, we are giving consumers direct access to the same type of information that the lenders themselves have.
Borrowers looking to buy a single-family home can use the Rate Checker to input their own information and find out what interest rates they are likely to be offered from lenders in their area. By plugging in their credit score, their location, and information about the loan they are seeking, they can see the rates that lenders are offering to borrowers like them. This is different from other websites that usually quote potential rates based on averages for borrowers with great credit and a large down payment. That can be misleading because of course not all consumers have high credit scores or can afford a large down payment. The result is that many consumers go to lenders and are quoted surprisingly different rates, which can leave them confused and uncertain about whether the quoted rates make sense.
And, of course, many of those websites focus primarily on soliciting prospective customers. Thus they require people to surrender their personal information, perhaps an email address but often much more – sensitive information that may be used for marketing or sales purposes. Owning a Home has no hidden agendas and the Bureau does not retain any personal identifying information. Instead, it simply enables consumers to be savvy shoppers and get the best deals they can.
Our new set of tools also offers an understanding of how lower rates translate into dollars saved. It can be hard to know what an extra quarter or half percent of interest means in real money. So our tool makes it easy to compare different interest rates and to see how much they will cost.
Consumers will be able to go to our website and plug in information, as often as they like, whenever they like, to become more familiar with their options. Understanding what rates they can expect to be quoted will help them see the value of shopping. They will gain more confidence about the crucial decisions they need to make about which mortgage to choose. And it is worth noting again from our survey findings that as consumers gain more confidence about the process, they become more likely to shop for a mortgage.
When consumers actively shop for a mortgage, they will be in a better position to make the best decision they can about what is probably the single largest financial transaction of their lives. The set of tools contained in Owning a Home, complete with the critical Rate Checker feature, will help consumers do that more effectively.
I know Operation HOPE works hard to help consumers improve their credit scores. So let me take a second to debunk a popular myth: You can shop around for a mortgage and it will not hurt your credit score. Within a certain window of time – generally between 14 and 45 days – multiple credit checks from mortgage lenders or brokers are treated as a single inquiry. This is because other creditors realize that you are only going to buy one home at a time. You can shop around and even submit multiple applications to obtain multiple initial estimates. The effect on your credit will be the same no matter how many lenders you consult.
For these reasons, it is vital that consumers meet with several lenders early on and ask lots of questions. And, they should wait until they receive official loan offers to make a final selection.
By demystifying the jargon and bringing in a layer of transparency, we are making it possible for consumers to have conversations with lenders that are better informed and more productive. This will build their confidence and ultimately empower them to make the right decisions for themselves and their families.
Maya Angelou once said, “I’ve learned that you shouldn’t go through life with a catcher’s mitt on both hands; you need to be able to throw something back.” This work is all about throwing something back for consumers so they are in a better position to improve their financial lives. At the Consumer Bureau, we want to help consumers protect themselves. We want consumers to be informed, to take control. And we want consumers to be given all the tools possible to make the right decisions. So we urge you to check out
Consumers are now better protected from the pitfalls that hurt so many of them, and that led to the financial crisis. But when people fail to shop because they are intimidated by the process, they are putting themselves in harm’s way. At the Consumer Bureau, we are seeking to change the culture of how consumers go about obtaining mortgages in this country. People should walk away from the mortgage process feeling secure that they have made a sound and sustainable decision about their future, and they should be right to feel that way.
We also urge you to let people know that anyone who believes they have been mistreated can submit a complaint with us about consumer financial products or services, including mortgages, credit cards, student loans, auto loans, bank accounts, credit reporting, debt collection, payday loans, and more. They can do so on our website or by calling 855-411-CFPB, where they can receive assistance in many different languages. It is quite an easy and fast process, and more than 500,000 people have done it so far. In appropriate cases, we are able to get people some monetary relief; in other cases, they may get an error fixed on their credit report or relief from harassing debt collectors. Bringing us these complaints helps us see the pattern of what consumers are saying to us, in real time, all over the country, which is very valuable to our work.
Also on our website, consumers can tell their stories – either positive or negative – about a consumer financial product or service. They can find more than one thousand answers to frequently asked questions about consumer finance, through a feature called “Ask CFPB.” They can view our Spanish language website, analyze our public database of complaints, learn how to prevent financial fraud against the elderly, find out about options when it comes to student loan debt, see new remittance rights, and much more.
We are building a fairer marketplace characterized by responsible business practices. Your engagement with us helps improve our work to protect consumers. So thank you again for having me here, and for all you do. And let me close by quoting President Theodore Roosevelt, who said something we all should take to heart: “More and more it seems to me that about the best thing in life is to have a piece of work worth doing and then to do it well.” Much remains to be done before we can say that about ourselves, but together we can dedicate our efforts to that worthy aspiration. Thank you.

Please click here to view the prepared remarks online.

About Safeguard 
Safeguard Properties is the mortgage field services industry leader, preserving vacant and foreclosed properties across the U.S., Puerto Rico, Virgin Islands and Guam. Founded in 1990 by Robert Klein and headquartered in Cleveland, Ohio, Safeguard provides the highest quality service to our clients by leveraging innovative technologies and proactively developing industry best practices and quality control procedures. Consistent with Safeguard’s values and mission, we are an active supporter of hundreds of charitable efforts across the country. Annually, Safeguard gives back to communities in partnership with our employees, vendors and clients. We also are dedicated to working with community leaders and officials to eliminate blight and stabilize neighborhoods. Safeguard is dedicated to preserving today and protecting tomorrow.  Website:



Alan Jaffa

Alan Jaffa is the chief executive officer for Safeguard, steering the company as the mortgage field services industry leader. He also serves on the board of advisors for SCG Partners, a middle-market private equity fund focused on diversifying and expanding Safeguard Properties’ business model into complimentary markets.

Alan joined Safeguard in 1995, learning the business from the ground up. He was promoted to chief operating officer in 2002, and was named CEO in May 2010. His hands-on experience has given him unique insights as a leader to innovate, improve and strengthen Safeguard’s processes to assure that the company adheres to the highest standards of quality and customer service.

Under Alan’s leadership, Safeguard has grown significantly with strategies that have included new and expanded services, technology investments that deliver higher quality and greater efficiency to clients, and strategic acquisitions. He takes a team approach to process improvement, involving staff at all levels of the organization to address issues, brainstorm solutions, and identify new and better ways to serve clients.

In 2008, Alan was recognized by Crain’s Cleveland Business in its annual “40-Under-40” profile of young leaders. He also was named a NEO Ernst & Young Entrepreneur of the Year® finalist in 2013.


Chief Operating Officer

Michael Greenbaum

Michael Greenbaum is the chief operating officer for Safeguard. Mike has been instrumental in aligning operations to become more efficient, effective, and compliant with our ever-changing industry requirements. Mike has a proven track record of excellence, partnership and collaboration at Safeguard. Under Mike’s leadership, all operational departments of Safeguard have reviewed, updated and enhanced their business processes to maximize efficiency and improve quality control.

Mike joined Safeguard in July 2010 as vice president of REO and has continued to take on additional duties and responsibilities within the organization, including the role of vice president of operations in 2013 and then COO in 2015.

Mike built his business career in supply-chain management, operations, finance and marketing. He has held senior management and executive positions with Erico, a manufacturing company in Solon, Ohio; Accel, Inc., a packaging company in Lewis Center, Ohio; and McMaster-Carr, an industrial supply company in Aurora, Ohio.

Before entering the business world, Mike served in the U.S. Army, Ordinance Branch, and specialized in supply chain management. He is a distinguished graduate of West Point (U.S. Military Academy), where he majored in quantitative economics.



Sean Reddington

Sean Reddington is the new Chief Information Officer for Safeguard Properties LLC. Sean has over 15+ years of experience in Information Services Management with a strong focus on Product and Application Management. Sean is responsible for Safeguard’s technological direction, including planning, implementation and maintaining all operational systems

Sean has a proven record of accomplishment for increasing operational efficiencies, improving customer service levels, and implementing and maintaining IT initiatives to support successful business processes.  He has provided the vision and dedicated leadership for key technologies for Fortune 100 companies, and nationally recognized consulting firms including enterprise system architecture, security, desktop and database management systems. Sean possesses strong functional and system knowledge of information security, systems and software, contracts management, budgeting, human resources and legal and related regulatory compliance.

Sean joined Safeguard Properties LLC from RenPSG Inc. which is a nationally leading Philintropic Software Platform in the Fintech space. He oversaw the organization’s technological direction including planning, implementing and maintaining the best practices that align with all corporate functions. He also provided day-to-day technology operations, enterprise security, information risk and vulnerability management, audit and compliance, security awareness and training.

Prior to RenPSG, Sean worked for DMI Consulting as a Client Success Director where he guided the delivery in a multibillion-dollar Fortune 500 enterprise client account. He was responsible for all project deliveries in terms of quality, budget and timeliness and led the team to coordinate development and definition of project scope and limitations. Sean also worked for KPMG Consulting in their Microsoft Practice and Technicolor’s Ebusiness Division where he had responsibility for application development, maintenance, and support.

Sean is a graduate of Rutgers University with a Bachelor of Arts and received his Masters in International Business from Central Michigan University. He was also a commissioned officer in the United States Air Force prior to his career in the business world.


General Counsel and Executive Vice President

Linda Erkkila, Esq.

Linda Erkkila is the general counsel and executive vice president for Safeguard and oversees the legal, human resources, training, and compliance departments. Linda’s responsibilities cover regulatory issues that impact Safeguard’s operations, risk mitigation, enterprise strategic planning, human resources and training initiatives, compliance, litigation and claims management, and mergers, acquisition and joint ventures.

Linda assures that Safeguard’s strategic initiatives align with its resources, leverage opportunities across the company, and contemplate compliance mandates. Her practice spans over 20 years, and Linda’s experience covers regulatory disclosure, corporate governance compliance, risk assessment, executive compensation, litigation management, and merger and acquisition activity. Her experience at a former Fortune 500 financial institution during the subprime crisis helped develop Linda’s pro-active approach to change management during periods of heightened regulatory scrutiny.

Linda previously served as vice president and attorney for National City Corporation, as securities and corporate governance counsel for Agilysys Inc., and as an associate at Thompson Hine LLP. She earned her JD at Cleveland-Marshall College of Law. Linda holds a degree in economics from Miami University and an MBA. In 2017, Linda was named as both a “Woman of Influence” by HousingWire and as a “Leading Lady” by MReport.


Chief Financial Officer

Joe Iafigliola

Joe Iafigliola is the Chief Financial Officer for Safeguard. Joe is responsible for the Control, Quality Assurance, Business Development, Accounting & Information Security departments, and is a Managing Director of SCG Partners, a middle-market private equity fund focused on diversifying and expanding Safeguard Properties’ business model into complimentary markets.

Joe has been in a wide variety of roles in finance, supply chain management, information systems development, and sales and marketing. His career includes senior positions with McMaster-Carr Supply Company, Newell/Rubbermaid, and Procter and Gamble.

Joe has an MBA from The Weatherhead School of Management at Case Western Reserve University, is a Certified Management Accountant (CMA), and holds a bachelor’s degree from The Ohio State University’s Honors Accounting program.


AVP, High Risk and Investor Compliance

Steve Meyer

Steve Meyer is the assistant vice president of high risk and investor compliance for Safeguard. In this role, Steve is responsible for managing our clients’ conveyance processes, Safeguard’s investor compliance team and developing our working relationships with cities and municipalities around the country. He also works directly with our clients in our many outreach efforts and he represents Safeguard at a number of industry conferences each year.

Steve joined Safeguard in 1998 as manager over the hazard claims team. He was instrumental in the development and creation of policies, procedures and operating protocol. Under Steve’s leadership, the department became one of the largest within Safeguard. In 2002, he assumed responsibility for the newly-formed high risk department, once again building its success. Steve was promoted to director over these two areas in 2007, and he was promoted to assistant vice president in 2012.

Prior to joining Safeguard, Steve spent 10 years within the insurance industry, holding a number of positions including multi-line property adjuster, branch claims supervisor, and multi-line and subrogation/litigation supervisor. Steve is a graduate of Grove City College.


AVP, Operations

Jennifer Jozity

Jennifer Jozity is the assistant vice president of operations, overseeing inspections, REO and property preservation for Safeguard. Jen ensures quality work is performed in the field and internally, to meet and exceed our clients’ expectations. Jen has demonstrated the ability to deliver consistent results in order audit and order management.  She will build upon these strengths in order to deliver this level of excellence in both REO and property preservation operations.

Jen joined Safeguard in 1997 and was promoted to director of inspections operations in 2009 and assistant vice president of inspections operations in 2012.

She graduated from Cleveland State University with a degree in business.


AVP, Finance

Jennifer Anspach

Jennifer Anspach is the assistant vice president of finance for Safeguard. She is responsible for the company’s national workforce of approximately 1,000 employees. She manages recruitment strategies, employee relations, training, personnel policies, retention, payroll and benefits programs. Additionally, Jennifer has oversight of the accounts receivable and loss functions formerly within the accounting department.

Jennifer joined the company in April 2009 as a manager of accounting and finance and a year later was promoted to director. She was named AVP of human capital in 2014. Prior to joining Safeguard, she held several management positions at OfficeMax and InkStop in both operations and finance.

Jennifer is a graduate of Youngstown State University. She was named a Crain’s Cleveland Business Archer Award finalist for HR Executive of the Year in 2017.


AVP, Application Architecture

Rick Moran

Rick Moran is the assistant vice president of application architecture for Safeguard. Rick is responsible for evolving the Safeguard IT systems. He leads the design of Safeguard’s enterprise application architecture. This includes Safeguard’s real-time integration with other systems, vendors and clients; the future upgrade roadmap for systems; and standards designed to meet availability, security, performance and goals.

Rick has been with Safeguard since 2011. During that time, he has led the system upgrades necessary to support Safeguard’s growth. In addition, Rick’s team has designed and implemented several innovative systems.

Prior to joining Safeguard, Rick was director of enterprise architecture at Revol Wireless, a privately held CDMA Wireless provider in Ohio and Indiana, and operated his own consulting firm providing services to the manufacturing, telecommunications, and energy sectors.


AVP, Technology Infrastructure and Cloud Services

Steve Machovina

Steve Machovina is the assistant vice president of technology infrastructure and cloud services for Safeguard. He is responsible for the overall management and design of Safeguard’s hybrid cloud infrastructure. He manages all technology engineering staff who support data centers, telecommunications, network, servers, storage, service monitoring, and disaster recovery.

Steve joined Safeguard in November 2013 as director of information technology operations.

Prior to joining Safeguard, Steve was vice president of information technology at Revol Wireless, a privately held wireless provider in Ohio and Indiana. He also held management positions with Northcoast PCS and Corecomm Communications, and spent nine years as a Coast Guard officer and pilot.

Steve holds a BBA in management information systems from Kent State University in Ohio and an MBA from Wayne State University in Michigan.


Assistant Vice president of Application Development

Steve Goberish

Steve Goberish, is the assistant vice president of application development for Safeguard. He is responsible for the maintenance and evolution of Safeguard’s vendor systems ensuring high-availability, security and scalability while advancing the vendor products’ capabilities and enhancing the vendor experience.

Prior to joining Safeguard, Steve was a senior technical architect and development manager at First American Title Insurance, a publicly held title insurance provider based in southern California, in addition to managing and developing applications in multiple sectors from insurance to VOIP.

Steve has a bachelor’s degree from Kent State University in Ohio.