Over the last year, Jay Bray has led Nationstar through a major transformation to become a customer-centric company with a new brand name for its mortgage servicing and originations operation – Mr. Cooper.
Through this transformation, Bray has inspired the company to put customers first and for everyone on the team to act as advocates and champions for each customer. He has also encouraged team members to challenge convention in an industry that hasn’t seen much change. His inspiration has led to significant enhancements to the customer experience such as new, innovative technology, including an award-winning website and mobile app, to help customers become smarter homeowners.
Under Bray’s leadership, the company has introduced new services designed to create a best-in-class home loan experience. Among those industry-leading services is a digital platform that introduces a new approach to business empowering customers with more information about their home investment and offering them the ability to self-serve.
It’s also important to Bray that the company put people first. When it comes to customers, he decided to do something meaningful as the company heard feedback that customers would prefer to talk to representatives located in the United States. Bray and his team took this feedback to heart, and despite the investment, moved all off-shore customer service call center operations back to the U.S. Bray also prioritizes feedback he receives from employees, and as a result the company has instituted a revamped, flexible time-off policy.
What has been your secret to success?
“My secret to success is to not be afraid of change. I enjoy and actually thrive if there are multiple challenges and changes happening at the same time. That’s what keeps things interesting.”