Case Study: Citizens Bank achieves a streamlined, digital homeownership experience with Blend

Citizens supports customer dedication with an investment in partnership

Citizens Bank, a longtime financial institution dating to 1828, needed to modernize its homeownership journey and lacked digital mortgage tools when Senior VP Blair Sirman joined in 2018. To deepen customer relationships and streamline origination, Citizens Bank partnered with Blend and deployed Blend’s digital mortgage application and self‑serve platform.

Blend guided borrowers through an anytime/anywhere application with simple document upload and consolidated loan officer workflows, reducing manual tasks and freeing staff to focus on customers. The Blend implementation produced noticeably more customer feedback on ease of use, helped attract talent, and enabled deeper relationships that drive repeat business and referrals.

Citizens Bank

Blair Sirman

Program Director