Mr. Cooper, one of the largest non-bank mortgage servicer and mortgage lender, has announced a design thinking initiative to develop mobile-friendly solutions that reimagine the experience of homeownership for customers. The Dallas-based mortgage company 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. “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.”
Mr. Cooper 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, EVP of Originations at Mr. Cooper.