Previous In a conversation with HousingWire’s Allison LaForgia, Onity Group Chair, President and CEO Glen Messina outlined the company’s transformation and the significance of rebranding PHH Mortgage to Onity Mortgage.
“Rebranding our mortgage business to Onity Mortgage is a super exciting milestone in our transformation journey,” Messina said. “The process started about seven years ago with the goal of growing and expanding our business into a balanced and diversified mortgage originator and servicer.”
“The rebrand to Onity Mortgage aligns the entire company under the Onity brand with a common identity, purpose and vision, which is to deliver unparalleled performance and value for our customers,” he added. “This is not just a name change for us. It reflects the company we’re transforming ourselves into: a growing, technology-enabled, customer-centric originator and servicer.”
Messina detailed the significant evolution from the company’s earlier structure. “At the start of our transformation, we were primarily a special servicer with large client concentrations, a shrinking portfolio and very little, negligible origination capabilities,” he said.
“Since then, we’ve rebuilt the business from the ground up into today, what’s a growing top 10 non-bank mortgage originator, servicer and sub-servicer,” he said. “Our origination segment was built essentially from scratch. Today, we have a multi-channel origination platform with multiple customer interfaces and capabilities.”
Messina also highlighted the scale and breadth of Onity Mortgage’s platform, with diverse products and services spanning the mortgage life cycle to meet clients’ unique needs. “ In our servicing segment, we serve over 1.4 million consumers, over 4000 investors and over 100 sub servicing clients. We service forward, reverse, business-purpose, residential and small-balance commercial mortgages,” he said.
For Onity, technology has been central to the success of that transformation. “We modernized our technology platforms and implemented AI-driven applications,” Messina said. “We’ve deployed robotic process automation across more than 200 processes, which saves us roughly 85,000 manual hours of work per month.”
“Nearly 90% of our customer requests are now handled digitally . . . and about 25 million documents are processed monthly through intelligent document recognition,” he added.
That scale has translated into consistent industry recognition, with the company consistently named a top performer. “We’re proud of the fact that for five consecutive years, we’ve been recognized by Fannie Mae and or Freddie Mac for top-tier servicing performance, and we’ve achieved HUD’s tier one servicing status as well, five years consecutively,” Messina said.
In addition to enhanced operational efficiency, customer satisfaction has also increased. “Our net promoter score (NPS) results are really strong,” Messina said, noting scores as high as 83 in retail lending. “These NPS levels are comparable to the likes of Amazon, Google and Apple.”
He tied this performance success directly to strategy. “We delivered record performance in 2025 . . . 42% year-over-year growth in volume versus about 18% for the industry,” he said. “We increased our total servicing portfolio by about 9% year over year.”
He explained that the company culture is reflected in the name Onity. “The Onity name is really inspired by our mantra… ‘we’re on it,’” Messina said. “This is about building a brand around the customer with the promise of dependability, performance and support.”
Looking ahead, Messina emphasized the need for disciplined growth. “Our priorities for 2026 are to accelerate organic growth, deliver a differentiated operating performance and elevate the customer experience,” he said.
“It’s all about investing where it matters most, simplifying where it makes sense, and executing with discipline,” he added.
He also pointed to industry consolidation as an opportunity. “Any time you have this kind of disruption in the marketplace, it creates opportunities,” Messina said. “It creates an opportunity to talk to new clients. . . and that’s helped us grow our subservicing business quite nicely.”
To summarize the transformation, Messina said: “Onity Mortgage reflects a transformed organization. We are not the company we were from years past. We’re stronger, we’re better . . . and focused on delivering unparalleled value for our customers.”
