Mr. Cooper

2021 HW Tech100

A mortgage servicer with the goal of making the homeownership journey less worrisome and more rewarding

Mr. Cooper-2021 Tech100 winners-mortgage

Mr. Cooper, a non-bank mortgage lender and servicer, is focused on delivering a variety of servicing and lending products, services and technologies across the U.S. To meet a nearly 40% increase in call volume as a result of the pandemic, Mr. Cooper quickly developed a digital solution that allowed affected homeowners to easily understand what financial options were available to them. The digital offering is unique in that it directs users to a tailored dashboard that enables customers to evaluate their needs and select the plan that’s right for them. Within 90 days of launch, Mr. Cooper released updates to provide a complete end-to-end solution, including a forbearance extension application and loan restructuring options.

  • More than 300,000 homeowners have utilized the digital forbearance tool
  • Launched a live chat function with quick access to an agent, 93% of customers who engaged had their questions and issues resolved in one interaction
  • More than 60% customers utilized the digital tool to enter a forbearance plan, and more than 40% have used it to exit

Company Website:

http://www.mrcooper.com

Markets Served:

Servicing

Company HQ:

Dallas, TX

3d rendering of a row of luxury townhouses along a street

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