JD Power named Rocket Mortgage America’s Best Mortgage Service for 8th Year in a row for Customer Satisfaction



DETROIT, Jul 29, 2021 / PRNewswire / – Rocket mortgageAmerica’s largest mortgage lender and part of Rocket companies (NYSE: RKT), JD Power has today been named the Best Mortgage Provider in the Country for Customer Satisfaction for the 8th consecutive year – eligible for the award every year.

Rocket Mortgage Service plays an important role in managing a homeowner’s mortgage from closing to loan repayment. This includes collecting monthly mortgage payments, paying taxes and insurance on behalf of the client through an escrow account, and helping homeowners if they need any help or have difficulty paying.

In addition to being ranked first in overall score, JD Power named Rocket Mortgage best-in-class across all categories that make up the overall satisfaction score, including:

  • Overall Satisfaction
  • New customer orientation
  • Billing and payment
  • Escrow account management
  • Communication
  • Interaction with clients

“At Rocket Mortgage, our mission has always been to offer homeowners the best possible experience by combining innovative technology and the assistance of our Rocket Cloud Force – a team of highly trained professionals who can help even in the most challenging circumstances,” said Nicole Beatty, Executive Vice President of Services for Rocket Mortgage. “Over the past year, our service team has demonstrated their ability to work through both good and difficult times. We pride ourselves on showing what change can take place when mortgage servants provide best-in-class technology and caring team members – both. which resulted in abstinence rates being much lower than the industry average during the COVID-19 pandemic. ”

Rocket Mortgage has taken an extremely proactive approach to helping clients affected by COVID-19. When the pandemic began to hit homeowners, the company released a patented automated system to help them quickly. While many lenders had several hours of waiting time, Rocket Mortgage customers were able to log into an online portal containing educational resources and an automated solution to apply for an abstinence plan.

In addition, members of the Rocket Mortgage service team worked closely with clients to determine if abstinence was the right decision or if other options were more appropriate for their personal situation. The company then liaised with clients who had chosen the abstinence path, contacting them frequently to make sure they understood the next steps and would answer any questions they might have.

The end result of Rocket Mortgage’s innovative technology, trusted expert advice and proactive customer service is a tolerance rate that is 35% lower than the industry average.

With an industry-leading mortgage service, homeowners are returning to Rocket Mortgage for their next loan with an unmatched 90-plus percent retention rate – as of Q1 2021.

According to Inside Mortgage Finance, the Rocket Mortgage portfolio is over $ 467 billion on serviced loans – as of the end of the first quarter of 2021 – making it the fifth largest provider of mortgage services in the country.

About rocket mortgage

DetroitRocket Mortgage, the nation’s largest mortgage lender, is fulfilling the American dream of home ownership and financial freedom through its obsession with the industry’s best digital customer experience. Rocket mortgage closed $ 320 billion mortgage volume in all 50 states in 2020. At the end of 2015, the company introduced the first fully digital and online mortgage lending system. Currently, 99% of all home loans issued by the company use Rocket Mortgage technology.

Rocket Mortgage Moves Headquarters Downtown Detroit in 2010. Today, Rocket Mortgage and Rocket Companies employ 24,000 full-time employees nationwide. The company generates loan products from web centers located in St. Detroit, Cleveland and Phoenix and operates a centralized loan processing facility in Detroit… JD Power ranked highest in the country in customer satisfaction with an initial mortgage loan for the past 11 consecutive years, 2010 to 2020, and in customer satisfaction among all mortgage companies for the past eight consecutive years, 2014. 2021 g.

Rocket Companies, the parent company of Rocket Mortgage, was ranked 5th on the Fortune 100 Best Companies to Work for in 2021 and ranked third on the list for 18 consecutive years.

For more information and company news, visit QuickenLoans.com/PressRoom.

SOURCE Rocket Mortgage

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