I recently processed a loan with Newrez, and I couldn't be more pleased with the level of customer support I received from Susannah Ruby. From start to finish, she was professional, knowledgeable, and incredibly easy to work with. Ms. Ruby took the time to clearly explain every step of the process, answered all my questions promptly, and made what could have been a stressful experience feel smooth and manageable. What really stood out was her friendly and patient attitude, it truly felt like she had my best interest in mind the entire time. Thank you for your support, the process moved quickly and efficiently, and I felt confident in every decision I made. Great customer service can be hard to come by, but Ms. Ruby was outstanding.

She was absolutely fabulous, listened understood what I was looking to do and went to work. May I add Thomas Giampa was excellent also, not to mention that I accidentally tore a check and he promptly had another sent

I liked how she was quick to help us get the loan closed . Returnable calls and emails. Good communication and professionalism.

Very helpful and prompt

Susannah is experienced, knowledgeable, helpful, considerate, and personable. Mortgage refinance is complicated and requires strategy and patience to complete. Susannah was available from start to finish in processing my new mortgage and paying off the old one. Her understanding of all aspects of finance was invaluable and saved me from unnecessary stress. I will recommend her to family and friends seeking mortgage assistance.

My loan officer, Susannah Ruby, was very helpful. She helped me get my loan approved quicker, in less than a week. Because of that, I was able to start my ADU project early. I appreciated her help, and I'll consider working with her again in the future.

Very knowledgeable and eager to assist. I was most comfortable with Ms. Susannah. I would recommend anyone to have her for assistance..

Communication, it’s something I expect when dealing with money. Especially when it’s my money. From the beginning, working with Linda to the closing with Susannah not only was there accurate information shared but I was able to speak on the phone with both of them, and in 2025 that is not common and I appreciate that. Thank you for everything you all did to get this completed.

What I absolutely appreciated was the calls for reminders, and scheduling said calls to work around my very busy work schedule. Informative, lively/personable, and beyond helpful with information and guidance (along with the patience to give so much information and go over it in detail). 20 out of 10

Very helpful and friendly always available to answer any question I may have.

Very informative!

Experience was exceptional. Thanks for everything

Susannah was amazing. She responded back quickly whenever we reached out and kept us informed of the process throughout. She is one of the best loan officers we have ever worked with.

Susannah was very friendly and knowledgeable. It was a pleasure to have worked with her through this process.

It was significantly easier with newrez than going through a full refi of a mortgage through another lender and was able to use some equity out of our home.

Susannah and Frank were both absolutely amazing. They were very patient explaining the process what to expect educating what I needed to do; answering all my questions. Immediate response when I reached out to them. They decreased my anxiety and made this a very pleasant process.

It was an excellent experience from the beginning of the process to the end. responding to calls and emails all the time and to assist you with your questions.

Constant communication

She whole experience was great.

Friendly staff and their willingness to work around my busy work schedule as I travel half the time.

Answered my questions quickly Helped me with filling in all the forms.

The customer service part was amazing. Very polite and respectful. The followed up when needed

The easy and clear communication and explanation with the team (Susannah and Kristina) throughout the process.

Many times I could not get through to anyone on the phone I left messages and many times I never got called back especially from Annalisa feed she's very knowledgeable and when I did get hold of her she helped out a lot but getting a hold of her was tough she's a very busy woman

She was very prompt with everything and kept me up to date.

Ms. Ruby made the process easy for me. She was ALWAYS there to answer my questions even when it was processing and in the hands of others. Ms. Ruby was transparent and always made things for me easy to understand. I appreciate her support and willingness to help whenever I called or emailed. She provided peace of mind.

Susannah is wonderful to work with. only problem i had was we didn?t get the closing amount to get the check till day of closing.

It was great.

Have worked with Susannah for many years. Never meet her in person but she has my trust and confidence that she has and will always get what I need done.

Susannah has great interpersonal skills and she came across very compentant.

They kept us informed.

Susannah was a pleasure to work with, and very helpful in helping us save some money on our loan. It made the refi process much easier!

The process was kinda drawn out (I admit, it was partially my fault) and I feel communication could've been a little better. I also kept getting emails that I had tasks to complete, but there were none when I opened up my app. But in the end, the closing did go through.

The step by step guide was amazing. All my questions were answered and in very detailed manner.

Susannah was very responsive with questions and the status during the whole process.

Loan processor was excellent. The underwriting process was a bit clunky and confusing? especially the contingent follow up items; they were not easy or intuitive to understand

We were well informed about the process. Our loan officer was very helpful in the process and kept us informed about the progress of the loan

Best experience we have ever had with this process.

Susannah was amazing with answering any time I had questions and relaying any information from me to the processors.

When I first called newrez they told me they couldn't help. So I went through the process with another lending company. Susannah contacted me and I told her what was going on. She immediately said that not right and started paperwork that day. She understood my timeline and worked to meet it. Her and David did a amazing job. I wish I could thank them personally. Thank you from the bottom of my heart!!! Thank you, Tommie Flowers

I would like to take this time to thank Susannah Ruby for walking me through this experience. Extremely patient and professional lady. Totally knows her stuff! Again, Thank you Susannah ??

Susannah and Camille were both AMAZING. Very responsive and knowledgeable.

Very communicative and responsive. Great experience.

All went as well as could have been expected

Susannah was outstanding from beginning to the end of closing out my loan. This will definitely help us save and reach our financial goals. I will definitely be staying with Newrez and referring others for their financial needs and goals. Thank you so much, Susannah! Derik Williams

They made me feel like family.

The process was smooth and easy. Susannah was always ready to answer my calls or emails to keep me updated on the process. The other loan officer, Vanessa Baxter, was the same.

Friendly service.

Susannah Ruby is a great asset. She was the one that went above and beyond. She was the one that explained everything and addressed any concerns we had. I really felt comfortable with her honesty. Ms. Ruby is the one who saw us all the way through. Thank you for everything.

The process was very simple and direct. Customer service was streamlined and very simple to communicate terms. Overall, I am satisfied with the process and customer service.

Response to questions were timely.

I am new to this process, any question I had was answered promptly. I was never made to feel my questions were not important or silly to ask.

Everyone was very helpful and thorough. Thanks again for helping us with this loan you made pretty easy with all the help.

Smoothly handled refinance and the team was very friendly.

Susannah and her team were very responsive and helpful through this process.

Susannah and Jennifer were fantastic at keeping us informed every step of the way with our mortgage refinance. They helped make the whole process very easy.

Always available a nd courdious

SUSANNAH WAS VERY HELPFUL AND KEPT ME WELL INFORMED

Professional experience

Overall everyone communicated well and got back to us in a timely manner when we had questions. We appreciated the detailed explanations where needed as well.

Pleasant and knowledgeable loan team. Quick to respond to questions.

Very helpful.

Friendly, proffessional. Able to answer questions.

I work from home and busy on meetings throughout the day. We were able to keep consistent communication through email and coordinated the phone calls. Everytime I had questions they were answered in a timely manner. I would highly recommend NewRez to other people.

Susannah Ruby and Jonathan Norwood they went beyond my expectations. I would recommend Newrez to anyone looking for a home loan. We ran into a problem with the deed and totally Susannah and Jonathan went beyond my expectations to resolve the problem. It was a pleasure to work with Susannah and Jonathan. I don't have anything but great things to say about Newrez and Susannah and Jonathan.

All of the ladies that worked with us were amazing it's been a great experience and I would do it all over again as long as these ladies were the ones to help us understand and walk us through every step of the way its been such a great pleasure knowing how kind and great the were to my family..

Susannah was fabulous! Was available and helpful.

Kept me up to date on the status of my loan. Very professional.

Get correct payoffs

I?m seeing that rates are dropping. I would have liked a better rate but was told I got the best available.

Great communication and pleasant to talk to.

Susanah, kept me always informed on all basis of the process. Thank you for a terrific loan process.

Susannah, from the very beginning!

Everyone in the process was very knowledgeable, helpful, and professional.

Susannah very friendly and supportive. Prompt with responses to questions.

Susannah was great to deal with, returned calls promptly and kept me updated.

Process took to long

Entire process was quick and easy

from start to finish, Susannah was informative, pleasant and very proactive in helping us through all the stages of this loan. She is obviously well-versed in the many forms and iterations of the loan process and made it very easy for us to work through it all.

Everyone was on board with the whole process. Very pleased.

The customer service was excellent. The entire team were very pleasant and professional. I understood everything and if I had questions they were always addressed and answered in a timely manner.

Team Ruby is a Great crew and asset to the process.

although the process was long and drawn out, but it was no ones problem, just had to be patient.

Susannah was great with communication. Not a huge fan of the processor he was harder to connect with on a few things. Overall, it was an above-average experience.

The people I dealt with

The process was smooth and easy throughout.

They kept me informed and clearly put the next steps in emails. Susannah was responsive to my emails.

The ladies I spoke with during the process were very informative and explained everything to me so I understood what we were doing. This was my first refinancing experience and I was very pleased.

It was just a long process. We had a few miscommunication moments but everything worked out fine.

Susannah Ruby was very professional when Talking to me and she could answer any questions that I had. If I have to do another loan or refinance I hope I can work with her again. Thank you. John King

Overall, Susannah Ruby did a great job of keeping me informed of the process and helping me get information from others at NewsRez during the process. Although there were some issues with the title company, I overall had a great experience.

The whole process went faster than expected. We at everything up front to make our decision, and the numbers all made sense. We ended up with the same payment amount as we were paying separately, and now our two other loans are paid off!

Easy process

Susanna was very pleasant and always answered our questions and easy to get ahold of and response time from her was great as well

Susannah and everyone else made this an effortless process for me, everything was outlined and explained very well and she was there anytime I had a question or concern. Great experience!

Great communication

I had inquired of refinancing my previous loan and was assigned to NewRez. It was a quick, simple process.

Susannah was extremely responsive and communicative throughout the process. She explained the rate, the process, and the closing very well and always took time to answer questions patiently and clearly. Mark B.

Very fast and professional

Easy process to refinance and the people were great!

Susannah was very responsive and answered all my questions with great details. very helpful and made my experience enjoyable.

Susanna worked to keep the loan moving and keeping me informed.

Susannah Ruby was very helpful from start to finish and answered every question I had almost immediately.

Susannah and Frank were very helpful and answered all questions clearly.

Susanah was very detailed and knowledgeable in the whole process. She is very friendly and courteous to you.. Highly recommend her services to anyone looking to refinance or apply for a new mortgage.

Communication, ease of filling out forms

Both Susanah and Rachel great. Awlays available to answer any questions I had and resolved any issues that came up. They were very responsive and pleasant.

The process was very long and I would have liked to pick the debts that I wanted consolidated

Most professional team I have ever had

You did great deal.

Ease of communication; Ms. Ruby went above and beyond to make my loan experience easy and successful.

Smooth process

Employees and ease of process

Easy process, Great customer service and contact!!!

Quick, efficient loan processing from beginning. I?m so pleased with the entire process. Susannah, my loan originator and Ariadna, my loan processor made everything easy and as pleasant as possible.

Communication could have been better. Some emails and phone calls were not answered in a timely manner. Was never able to login to the portal to view the process of the loan. I have refinanced before and the communication was excellent through the entire process.

Great experience!

Susannah answered my questions promptly and was very pleasant to deal with.

Susannah was very personable and answered every question we had. She was extremely flexible with the numbers and where we wanted our monthly payment to be. We were very pleased with the process.

Communication,promptness,it was very pleasant speaking with Suzanne and malissa. Thank you both.

The responses to my questions and the courteous way they handled this loan

Besides the fact that your portal didn't work well. The people were very nice and helpful. I had a few problems contacting the processor, but she came through in the end. Suzanne Ruby was outstanding throughout the entire process.

Easy to deal with. Gave all the answer I need.

Susanna was on top of our loan application from the day we started our application. She constantly communicated with us and her prompt response to our questions and concerns made the whole process smooth and great experience.