Nationstar Moves Customer Service Operations to the United States, Creating New Jobs & Investing in an Improved Customer Expe...
June 21 2017 - 9:00AM
Business Wire
As part of its transformation to become more customer-centric,
Nationstar Mortgage today announced it has moved its international
call center operations back to the United States, creating 500 new
jobs and bringing customer service closer to the company’s more
than 3 million customers. Moving all call center operations onshore
represents one of the key investments the company is making to
improve the customer experience.
“Our customers shared with us that speaking to U.S. based
representatives would make their service experience better, so we
prioritized that feedback and have invested in moving all of our
call center operations back to the United States,” said Jay Bray,
Chairman and CEO of Nationstar. “Our goal is to deliver unmatched
care and service to our customers day in and day out, and we
believe this investment will have a meaningful impact on our
customers and their home loan experience.”
Nationstar’s onshoring efforts are part of a larger
customer-centric transformation in the course of the company’s
official rebrand to Mr. CooperSM which will become official in
August. The new name embodies the company’s redefined purpose to
keep the dream of home ownership alive and challenge the status quo
in the mortgage industry.
After extensive research and testing, Mr. Cooper was selected as
the new brand name to personify the next generation of home
servicing and lending for the company. It represents a more
personal relationship customers can have with their home loan
provider.
Bray added, “The new brand recognizes the critical role of a
customer advocate in delivering a positive experience and helping
guide customers through important conversations on their path to
home ownership.”
Nationstar began its transition to an entirely U.S. based
customer service call center operation by opening a new call center
in Longview, Texas, in 2016. In addition to Longview, Nationstar
also operates customer service call centers in Dallas, Texas, and
Chandler, Ariz. While the international call center was managed by
an outside vendor, all U.S. call centers are operated by Nationstar
team members.
For more information on Nationstar customer service and the Mr.
Cooper rebrand please visit www.mynationstar.com.
About Nationstar Mortgage Holdings Inc.
Based in Dallas, Texas, Nationstar provides quality servicing,
origination and transaction based services related principally to
single-family residences throughout the United States. Additional
corporate information is available in the Shareholder Relations
section of www.mynationstar.com.
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Nationstar MortgageChristen
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