
Bruce Gehrke is the Director of Lending Intelligence at J.D. Power, overseeing syndicated and proprietary studies, including the Mortgage Origination Satisfaction Study and Consumer Lending Satisfaction Study. He develops client improvement strategies based on data analytics and has built consulting relationships with leading asset managers and mortgage lenders.
Bruce launched the COVID-19 Omni-Channel Customer Interaction Advisory and successfully managed customer experience studies by integrating personal interaction expertise with data solutions. A passionate strategist, he breaks down complex problems into actionable tasks and has extensive experience in finance, operations, sales, and marketing strategy.
With 30 years in the lending industry, Bruce has held key positions, including Chief Operating Officer at SBA Technologies, Director of Operations at Anthogenesis Corporation, and Executive Vice President of Production at Rockwell Mortgage Bankers. He holds a Bachelor of Arts in Economics from Princeton University.
Expertise & Speaking Topics
- Strategies that drive intent when selecting lenders
- Customer onboarding strategies
- Customer experience and call center best practices
- Behaviors that drive loyalty
- Reducing the costs to serve without sacrificing customer satisfaction
- Using data for better decision making
View his most recent articles.
Personal loan borrowers’ financial health trends downward for a third straight year
Bankrate
What Today's Consumers REALLY Want From Lenders and Loan Officers
TrustEngine
Rocket follows Redfin deal with acquisition of mortgage rival
Real Estate News
Rocket's move for Redfin: a gamechanger for the US mortgage industry
MPA
As Lenders Move To More AI, Digitization, Borrowers Want A Real Human
National Mortgage Professional