Customer experience

July 30, 2020 7:00 AM
The annual survey and ranking of mortgage servicers found that while trust is increasing, borrowers were frustrated with some digital interactions and long wait times with call centers.
4 Min Read
November 14, 2019 10:19 AM
Consumer mortgage originator satisfaction scores fell in the second quarter as lenders had to work through the increase in application activity, a J.D. Power report said.
3 Min Read
September 20, 2019 5:07 PM
With the mortgage industry inching closer to full digitization, lenders need to strike the right balance of man-versus-machine as borrowers still look to leverage human interaction during the origination process.
3 Min Read
September 9, 2019 11:58 AM
Like many regional banking companies, Huntington Bancshares casts itself as a community bank, albeit one with more than $100 billion in assets.
4 Min Read
August 16, 2019 4:09 PM
The pursuit of a more digital mortgage business always involves a balancing act between the drive for automation and the preference or need many consumers may have for some kind of personal touch.
4 Min Read
August 5, 2019 5:32 PM
Discover Bank is approaching $1 billion in home equity-related receivables, a milestone for the six-year-old home-loan division that aims to rework the lending process for both its customers and loan officers.
4 Min Read
August 1, 2019 5:04 PM
Mortgage servicer customer satisfaction levels are among the lowest of any industry as more companies prioritize cost-cutting, regulation and default management over their borrowers, according to J.D. Power.
2 Min Read
July 3, 2019 2:03 PM
Amazon's reputation is built on customer fulfillment and technology innovation, but are those enough to guarantee success in the mortgage business?
2 Min Read
June 13, 2019 11:47 AM
Ally wants to increase productivity and improve the use of analytics to build on customer relationships.
4 Min Read
June 12, 2019 5:51 PM
A Western Union survey claims consumers are unable to tell the difference between humans and interactive voice response or artificial intelligence when needing customer or payment assistance, but their responses may say otherwise.
1 Min Read