Mortgage lenders have their hands full with the recession and housing slump making it tough for many to make their monthly payments or refinance.
But according to J.D. Power and Associates, lenders are hurting themselves if they're not proactive about seeking out distressed borrowers before they come to them.
In its "Primary Mortgage Servicer Satisfaction Study" released this week, J.D. Power found 21 percent of customers were either already behind on their mortgage payments or worried about being late in the future. Those customers tended to be more satisfied when mortgage servicers contacted them first trying to help out.
The best of the bunch in customer service is Regions Mortgage, followed closely by BB&T, the survey indicated. Bringing up the rear are Ocwen Financial, American Home Mortgage Servicing and a familiar name among troubled institutions: IndyMac.
Among the biggest players in Florida, goliath Bank of America apparently has the most work to do to improve its image. It lags behind both the defunct Wachovia Corp. and the all-but-defunct Taylor, Bean & Whitaker.