{"s" : "met","k" : "a00,a50,b00,b60,c10,g00,h00,l10,p20,t10,v00","o" : "","j" : ""} Press Release Source: MetLife Home Loans On Wednesday December 22, 2010, 8:10 am EST IRVING, Texas--(BUSINESS WIRE)-- MetLife Home Loans, a division of MetLife Bank, N.A has risen to become one of the higher-ranking mortgage lenders in customer satisfaction, according to the 2010 U.S. Primary Mortgage Origination Satisfaction Study, conducted by J.D. Power and Associates. The company, which only recently became one of the nation’s top-ten home loan originators, jumped to second place in the satisfaction study from a ninth-place ranking in 2009.
The study is based on customer sentiment and measures satisfaction in four key factors of the mortgage origination experience: the application/approval process, loan officer/mortgage broker, closing, and contact.
“We are pleased with MetLife Bank’s stellar improvement in the rankings,” said Brian Hale, MetLife Bank’s President of Mortgage Banking. “While the survey shows that there is much work to be done by all lenders, including MetLife Bank, in the area of customer service, we look forward to meeting this challenge and demonstrating continued, sustained improvement in the years ahead.”
Although the study did suggest that as an industry, overall customer satisfaction with the origination process has declined since 2009, it also pointed to a host of best practices that can help influence satisfaction levels. For example, one primary area of dissatisfaction is an overall increase in length of time from application to approval. MetLife Home Loans seeks whenever possible to address this concern by providing updates on the status of the loan, sending out a welcome acknowledgment after an application is submitted, closing on the promised date, and clearly explaining the application process to the customer.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on cell phone ratings, car reviews and ratings, car insurance, health insurance and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About MetLife Bank, N.A.
MetLife Home Loans is a large national residential mortgage lender, with a network of loan experts located across the country who are ready and able to assist customers with purchases and refinancing decisions. MetLife Home Loans is a division of MetLife Bank, N.A., a federally chartered bank offering a wide array of banking products and services, including high-yield savings, certificates of deposit, money market accounts, individual retirement accounts and residential mortgages. MetLife Bank is a wholly-owned subsidiary of MetLife, Inc. (NYSE:MET - News), a leading provider of insurance and financial services with operations throughout the U.S. and the Latin America, Europe and Asia Pacific regions. For information on how to locate the MetLife Home Loans office nearest you or to apply for home financing online, visit www.metlifehomeloans.com.
MetLife is the trade name of Metropolitan Life Insurance CompanyMortgage financing provided by MetLife Bank, N.A. Equal Housing Lender.
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