Tito Lopez, vice president of fulfillment, has been vital to the success of Mr. Cooper’s direct-to-consumer channel within the company’s originations team for the last five years. Lopez has made continuous behind-the-scenes improvements in the fulfillment channel that have resulted in the DTC team scaling up to assist customers by more than 500% from 2019 to 2021.
Lopez has recently taken the lead of Mr. Cooper’s Project Flash, which refers to the overall digitalization of the loan application process for customers. In most instances, Project Flash cuts the amount of time to complete processing tasks by more than 50% and increases efficiencies and processes for the originations team. Project Flash is transforming the way loans are fulfilled with Mr. Cooper, providing a standardized and scalable solution to deliver more consistent results for team members and customers. Under Lopez’s leadership, Project Flash is already delivering a 15% reduction in cycle times and customer satisfaction scores are up more than 10% year over year.