Citizens Bank Mortgage Review 2026
Last updated on November 2, 2026
Written by
Contributing WriterEdited by
Contributing EditorWritten by
Contributing WriterEdited by
Contributing EditorMany or all of the products on this page are from partners who compensate us when you click to or take an action on their website, but this does not influence our evaluations or ratings. Our opinions are our own.
Why trust NerdWallet
Why trust NerdWallet
- 50+ mortgage lenders reviewed and rated by our team of experts.
- 40+ years of combined experience covering mortgages and financial topics.
- Objective, comprehensive star rating system assessing 120+ categories and 5,000+ data points.
- Governed by NerdWallet's strict guidelines for editorial integrity.
Our Take
4.0
Home loans overall
NerdWallet rating
The Nerdy headline:
Citizens Bank brings plenty of mortgage options to the table, from interest-only loans to programs for self-employed borrowers, plus potential closing-cost assistance for first-timers. The catch? A reported 20% minimum down payment on its conventional loans and a slower closing process than other lenders surveyed. Most likely to appeal to borrowers with strong savings and first-time homebuyers eligible for the lender’s closing cost assistance program.
Jump to:Full Review
Citizens Bank: NMLS#433960
National / regional
National
Min. credit score
620
Min. down payment
20%
Loan types and products
Home Equity
Pros
- Offers a wide variety of alternative loan programs, including interest-only loans, co-op loans and options for self-employed borrowers.
- Ability to personalize your mortgage rate online.
- Citizens Closing Cost Assistance (CCA) Program provides grant funds to eligible first-time homebuyers.
Cons
- Reported average time to close of 46 days, slower than most lenders surveyed.
- 20% minimum down payment is significantly higher than other lenders we surveyed.
- Lacks a mortgage mobile app.
Full Review
At a glance: Citizens Bank mortgage options
Citizens Bank is a full-service regional bank and mortgage lender based in Providence, Rhode Island. It offers loans across the U.S., excluding Alaska and Hawaii.
Citizens Bank covers most common mortgage needs, plus specialty options like doctor and self-employed loans. However, you won’t find USDA loans or renovation mortgages in its lineup.
🏠 Common mortgages
- Conventional (fixed- and adjustable-rate)
- Rate-and-term refinance
- Jumbo
- FHA
- VA
🔑 Specialty loans
- Interest-only
- Co-op
- Nonwarrantable condo
- Loans for second/vacation homes
- Construction-to-permanent
- Loans for self-employed borrowers
- Doctor and professional loans
💵 Home equity
- HELOC
- Cash-out refinance
Citizens Bank special offers and discounts
Citizens Bank offers a couple notable perks to existing customers:
- Get a 0.125% rate discount with automatic payments from a Citizens checking account and digital statements.
- Earn $250 to $500 in closing cost credits with eligible CitizensPlus checking tiers, with potential additional rate discounts for Private Client members.
How we score Citizens Bank's home loans
Like to read the fine print? We do, too. Each year, NerdWallet writers and editors review the latest data and research on mortgage lenders, including federal data, and use a consistent method to score them based on what matters most to borrowers.
Citizens Bank earned a 4-star home loans overall rating from NerdWallet. Here’s how that score breaks down across our five weighted subcategories.
Average
Rates and fees (30%)
Rates and fees determine how much a loan will cost you overall. NerdWallet reviews the latest federal data to score each lender’s average APR spread — a measure that combines interest rates and fees. A higher score means lower typical costs compared to other lenders.
Excellent
Product accessibility (20%)
We evaluate how widely available a lender’s products are across the U.S. and how accessible they are to different financial profiles. A higher score means broader availability and more flexible requirements. A lower score means fewer options or stricter requirements.
Average
Customer experience (20%)
We evaluate customer experience by testing and reviewing features like the online application, mobile app, and availability of phone or chat support. A higher score means a smoother, more convenient experience and easier access to help. A lower score means more friction or fewer support options.
Good
Loan variety (15%)
We evaluate loan variety based on the range of home loan types a lender offers. A higher score means more options, while a lower score means a more limited selection.
Poor
Rate transparency (15%)
We review how clearly lenders share rate information on their websites, including sample rates and tools to estimate personalized rates. A higher score means it’s easy to find clear, comprehensive details and compare rates. A lower score means less information is available, often requiring you to contact the lender.
Citizens Bank reputation and customer experience
NerdWallet’s star ratings look at objective factors like rates, fees and loan options. To give you a sense of what the borrower experience is really like, we pulled the latest customer satisfaction scores from J.D. Power and Zillow and we contacted the lender’s customer support.
2025 J.D. Power U.S. Mortgage Origination Satisfaction Study
787
out of 1,000
Below-average satisfaction score: average = 760.
Mortgage origination covers the application through closing.
2026 J.D. Power U.S. Mortgage Servicer Satisfaction Study
605
out of 1,000
Slightly below-average satisfaction score: average = 607.
A mortgage servicer handles loan payments.
Zillow Mortgage Lender Customer Rating
4.95
out of 5
Excellent rating as of the date of publication.
Rating reflects more than 2,200 customer reviews.
Citizens Bank customer service options
Here’s how you can get in touch with Citizens Bank.
Ways to reach Citizens Bank
Physical branches . . . . . . ✅
Phone support . . . . . . . . . ✅
Mobile app . . . . . . . . . . . . 🚫
Online chat (bot) . . . . . . . 🚫
Online chat (human) . . . . ✅
What the nerds think
Limited customer support for prospective borrowers
Citizens Bank offers automated phone support, but reaching a real person for mortgage assistance requires entering account information. There’s also no chat option on the lender’s public-facing website. Getting answers before opening an account feels like a bit of a maze. Helpful once you're in, perhaps, but not the smoothest starting point for potential borrowers.
Bella AngelosContributing Writer
» MORE: How to apply for a mortgage
Alternatives to Citizens Bank mortgage
Our biggest tip: Get offers from at least three different mortgage lenders. Comparison shopping can save you thousands of dollars. You can get rate quotes yourself, or work with a mortgage broker to shop around on your behalf.
If you need specialty financing, Truist offers a similarly broad range of alternative loan options including self-employed and doctor loans. AmeriSave stands out for requiring a low credit score and down payment on its conventional loans.
Looking for a top-rated lender that offers renovation loans? PNC Bank may be worth a look.
» MORE: Best mortgage lenders
More from NerdWallet
Methodology
NerdWallet rates mortgage lenders based on what matters most to borrowers: rates and fees, product accessibility, customer experience, rate transparency and the range of loan options.
We review more than 40 lenders and score them using a weighted system that prioritizes affordability and a smooth borrowing experience. Lenders earn higher scores for offering lower borrowing costs, making loans widely available, clearly displaying rate information and supporting borrowers from application through closing.
We use a mix of lender-provided information, publicly available data and our own research and analysis to evaluate each lender. Recent regulatory actions may affect a lender’s score.