Citizens ranks in top 5 for mortgage servicer satisfaction study

CITIZENS FINANCIAL GROUP'S mortgage operation ranked No. 5 in a primary mortgage servicer satisfaction index ranking. /BLOOMBERG FILE PHOTO/KELVIN MA
CITIZENS FINANCIAL GROUP'S mortgage operation ranked No. 5 in a primary mortgage servicer satisfaction study. / BLOOMBERG FILE PHOTO/KELVIN MA

PROVIDENCE – Citizens Financial Group Inc.’s Citizens One Home Mortgage ranked No. 5 in a United States primary mortgage servicer satisfaction study with a score of 790, tied with Branch Banking & Trust Co., according to a study released by J.D. Power & Associates Thursday.

The bank dropped 9 points from its previous year’s score of 799. Citizens also ranked No. 5 last year.

The industry average score is 754, which is on par with ranking No. 15 in the survey.

Citizens ranked in the top five for qualifying banks in billing, communications, escrow account management, and No. 6 for both mortgage fees and interaction.

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The 2017 top five primary mortgage service providers consisted of Quicken Loans (840), Regions Mortgage (819), Huntington National Bank (795), Capital One (792), Branch Banking & Trust Co. (790) and Citizens (790).

Quicken Loans has topped the survey four consecutive years.

The study considered billing and payment, communications, escrow account management, interaction, mortgage fees, and new customer orientation.

Other banks with mortgage operations in Rhode Island included in the rankings:

Bank of America ranked No. 9 in the study with a score of 767. Bank of America ranked in the top five for new customer orientation.

TD Bank ranked No. 14 in the study with a score of 758.

Wells Fargo ranked No. 17 in the study with a score of 745.

Chris Bergenheim is the PBN web editor.

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