How Prosperity Home Mortgage Became #1 in Customer Satisfaction

January 2, 2025

This week on the Power House podcast, HousingWire president Diego Sanchez sits down with Justin Messer, the CEO of Prosperity Home Mortgage. Prosperity was recently ranked at the top mortgage originator for customer satisfaction by JD Power.

Today — with that top ranking in mind — Justin and Diego talk about Prosperity’s strategic shift from refinance to purchase and their unique real estate affiliated model, which allows them to focus on better borrow communication and expectations. They also talk about recruiting in a competitive market and what he predicts will happen to rates as we head into 2025.

Here’s what you’ll learn:

Effective communication with borrowers is crucial for improving customer experience.
The company’s unique realtor affiliate model significantly impacts their business strategy.
Prosperity aims to balance purchase and refinance opportunities strategically.
Servicing partnerships are vital for maintaining customer relationships post-transaction.
Market predictions indicate stubborn mortgage rates in the short term.
The focus on home ownership extends beyond just mortgage lending.

Related to this episode:

The Power House podcast brings the biggest names in housing to answer hard-hitting questions about industry trends, operational and growth strategy, and leadership. Join HousingWire president Diego Sanchez every Thursday morning for candid conversations with industry leaders to learn how they’re differentiating themselves from the competition. Hosted and produced by the HousingWire Content Studio.