Mortgage servicing is lagging behind other financial services in adopting digital capability and it is impairing borrower satisfaction, according to the results of the 2018 U.S. Primary Mortgage Servicing Satisfaction Study from J.D. Power. “The challenges the servicers have are the bar keeps rising and expectations rise particularly when it comes to digital interaction,” said Craig Martin, senior director of the mortgage practice at J.D. Power. “The majority of consumers coming in or ...