The COVID-19 pandemic has left many customers concerned, confused, or simply looking for options to help with mortgage payments. Our customer support team has ramped up their operations, fast-tracked training, and are improving responses to meet those needs.
In March 2020, Mr. Cooper moved to a remote work environment to protect the health and safety of our team members and ensure that we have the capacity to support our customers. Currently, over 95 percent of team members are working from home.
Jasmine Johnson is one of Mr. Cooper’s Customer Operations Advisors in Dallas, TX. She explains the changes being made to improve customer experience and answer increased requests for information.
“There has been a lot of uncertainty caused by the coronavirus pandemic,” she says. “This has made my role much more important during this challenging time. We are all very mindful that the current situation has impacted Mr. Cooper customers in different ways, and that every customer’s situation is unique. We’re here to listen to concerns and answer questions.”
Taking the time to listen
“My aim during any call is to ease some of the stress by bringing clarity and a sense of direction. I can’t imagine how difficult this time must be for our customers and their family. They’re often confused, anxious, or frustrated, which I totally understand.”
One of the early side effects of the COVID-19 pandemic for Mr. Cooper customers was longer call wait times during peak periods. Our customer support team isn’t just fielding more calls, they are spending more time with each customer to give them the level of service they deserve. Our average time to answer a call is less than ten seconds, so if you find yourself waiting a little longer, it is probably because we’re spending some extra time with all of our customers.
“We handle each account delicately, and this means taking more time to listen to a caller’s situation, answer all of their questions, and provide the appropriate assistance, based on their needs.”
All of the customer service agents at Mr. Cooper have undergone extensive training, including new courses related to the pandemic and available assistance programs. We want to make sure our team is well informed about the different options available to customers and avoid having to transfer calls or pass customers between departments. We’ve learned that this is a frequent cause of frustration and are doing everything we can to reduce call transfers to a minimum. That said, there are times when we need to put customers in touch with someone who has specific expertise and we try to make that transition as quick and easy for the customer as possible.
The information Mr. Cooper customer service agents have is also constantly being updated. We’re moving quickly to stay current and in step with Government guidance or clarifications.
“Many decisions are being made and announcements may happen quickly,” Jasmine explains.
“It’s critical that we’re well informed of the available options and how it relates to what customers are hearing. One of the most common questions people have is about Mr. Cooper’s forbearance plans, how they work, and how they differ from options available elsewhere.”
Keeping dreams alive
Jasmine admits that sometimes the calls can be tough for both customers and the Mr. Cooper team.
“There is a lot of information being presented in the news, social media, and amongst family and friends. People are hearing things which may not apply to them – and some can become immediately frustrated. It can be hard to explain that not all banks and lenders work in the same way.”
One of the first things our customer support team will do is talk through your specific situation and explore the options you have available to you. These might include the forbearance process mentioned earlier or making modifications to your loan so that payments are easier for you to make.
In some situations, you may even be able to defer payments for a period of time, giving you time to adapt to a change in employment, income, or other circumstances.
“We’re here to make sure that every customer feels understood,” Jasmine explains.
“Your home is one of the most important assets you have. Your home is more than a living space, it’s where you’ve built your family and made memories that will last a lifetime. At Mr. Cooper, we are working harder than ever to save that sentiment and keep the dream of homeownership alive.”