JD Power

For the second time in the past three J.D. Power polls, Rocket Mortgage has been dislodged from the top spot.

Problems with self-service tools and inconsistent communication have damaged consumer perception of their lender, J.D. Power said.

The company expects to get between $17 and $19 per share.

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.

Guild Mortgage CEO Mary Ann McGarry is giving up the president's title as the San Diego-based company continues its national expansion plans.

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.

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.

Point, which provides an alternative to traditional home equity lending products, has raised $122 million in new capital from eight investors to expand its reach.

Having an all-digital process results in lower customer satisfaction for home equity line of credit providers than an all in-person or a mix of methods, a J.D. Power survey found.

Assessing the implications of big tech's inevitable next run at the business of mortgage lending.

As the industry shuffles closer to completely digital mortgages, the next wave of technology aims to usher in total automation and uniformity.

The growth of digital mortgage origination channels has improved customer satisfaction with the process, but consumers still want personal interaction at some point, according to J.D. Power.

Investments in technology and emphasis on user experience contributed to an increase in the average satisfaction score for mortgage servicers, according to J.D. Power. Yet only a fifth of customers use mobile platforms.

Despite digital mortgage advances, borrowers think it still takes too long to get a loan, J.D. Power finds in its annual customer satisfaction ranking of originators.

A decline in overall customer brand perception has stalled mortgage servicer satisfaction, ending a multiyear trend of steady improvements, according to J.D. Power.