Mr. Cooper Leverages Technology and Design Thinking to Help Customers Keep the Dream of Homeownership Alive
April 03 2018 - 9:00AM
Business Wire
New Tools to Reshape the Home Loan Journey
Mr. Cooper®, the nation’s largest non-bank mortgage servicer and
a leading mortgage lender, today announced a design thinking
initiative to develop mobile-friendly solutions that reimagine the
experience of homeownership for customers. Mr. Cooper is also
launching a web and mobile-based loan tracker as part of its new
digital mortgage experience.
The design thinking initiative is a key part of Mr. Cooper’s
commitment to creating a technology-led experience that puts
customers first and helps them realize the dream of homeownership
while using their homes more intelligently and managing their
finances holistically.
“Mr. Cooper is out to change the experience of homeownership for
our customers, giving them the technology, tools and information
they need to better understand their home as an asset and a key
part of their overall wealth,” said Jay Bray, Chairman and CEO of
Nationstar Mortgage Holdings, the parent company for the Mr. Cooper
brand. “The simple truth is many American homeowners are burdened
with debt, particularly from high-interest credit cards which can
unnecessarily add hundreds of dollars to their monthly expenses. At
Mr. Cooper, our team members are committed to delivering radical
customer service and providing innovative technology-driven
solutions that enable intelligent homeownership. Ultimately, we
want to help our customers better understand and take advantage of
their home asset to optimize their personal balance sheets.”
As Mr. Cooper works to redefine the customer journey, placing
the home at the center of the mortgage process, the company is
implementing a constant customer feedback loop to test, hone and
guide product strategies and designs to develop solutions that help
customers manage not just their mortgage but their overall
financial health. The company has hired IDEO, a global design and
innovation company, to support elements of this initiative.
The first of many new product launches is Mr. Cooper’s new
digital loan tracker, which will be available to customers 24 hours
a day, seven days a week. The tracker will include real-time
information about an applicant’s mortgage application status,
easy-to-understand descriptions of documents needed to keep the
process moving towards closing and single-click upload capabilities
for required documents.
“Mr. Cooper’s new technology initiatives, such as our updated
digital loan tracker, are being designed with both our customers’
and internal team members’ needs in mind to make the experience
more streamlined, more informative and easier to understand,” said
Tony Ebers, Executive Vice President of Originations at Mr. Cooper.
“This initiative has been a year in the making and is one of the
first of many steps using a design thinking approach to enhance the
customer and team member experience.”
This news is the latest installment in Mr. Cooper’s continued
efforts to introduce a more digital, consumer-centric experience to
the mortgage industry. It follows initiatives like the recent
launch of Mr. Cooper’s new website and improvements to the customer
onboarding experience. To learn more about Mr. Cooper’s
customer-focused initiatives, please visit www.mrcooper.com.
About Mr. Cooper
Mr. Cooper is the consumer brand for the forward mortgage
servicing and originations operation of Nationstar Mortgage LLC,
the operating company of Nationstar Mortgage Holdings Inc. (NYSE:
NSM). Based in Dallas, Texas, Mr. Cooper is one of the largest home
loan servicers in the country focused on delivering a variety of
servicing and lending products, services and technologies to make
the home loan process more rewarding and less worrisome. Please
visit www.mrcooper.com for the latest news and information.
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version on businesswire.com: https://www.businesswire.com/news/home/20180403005262/en/
Mr. CooperChristen ReyengaMediaRelations@mrcooper.com
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