Jeff's Story

I can’t tell you how thankful I am that Christine and I got matched. I felt like we online dated for mortgages, and from the beginning she was like, “We’ll figure it out.”

My mortgage was sold to Mr. Cooper and Christine recommended I get out of my existing mortgage and into a better one. I thought that was just crazy awesome! I had an adjustable rate mortgage, rates were going up, and Christine told me that I was ultimately going to spend more money for my house.

Working with Christine was such a great experience, and she earned my trust so quickly in the way that she carried herself and gave me information. I could get in touch with Christine every single time I tried and having one person to contact without having to re-tell my story was huge. It’s tough to trust somebody you don’t really know, but I felt like I already knew Christine and I was in good hands with her. She asked all of the right questions.  She even called me one day when she was really sick — like, on her deathbed — and it showed me that no matter what, she was trying to move things along for my loan and genuinely wanted this process to work.

Christine made the whole process so easy from the start. The weight was lifted off, and many people don’t realize there are options to give you a little bit of breathing room. I can’t tell you enough what a great experience it was. I hope more people get to experience what it’s like to work with Mr. Cooper, what it’s like to get the personal touch, and what it’s like to get the attention to details.

Mr. Cooper changed the way I live in my house because now I’m doing the right things financially. With the Home Intelligence app I can pay principal, I can pay interest, I can look at my credit score, I can see everything. Even having all of the different statements on my phone and on my computer—I can access my mortgage, and it’s much easier to manage. I also have more control. I feel more empowered that I’m saving money and living smarter. That’s been so cool!

Many times, people keep their heads down with their mortgage and just pay it. People might not know that you can find the right people or the right person to lead you down a better path. Mr. Cooper’s been all of that for me. Seeing them go the extra mile to make sure that my experience was a personal one really made all the difference.

Actual customer experience. Results not typical. Your results will vary and you may not have similar results.

Mike's Story

Hey Dan. I wanted to give some feedback to you and Norris who navigated me through this process to finance the home repair items that we discussed over these many weeks. This entire project was somewhat stressful to me in dealing with subcontractors and your team to determine what my best options were. Dan, you were very even keel in responding to my questions and concerns especially when I asked for a last minute change in the loan term. You made me feel at ease and supported my decision process with facts and fast answers to my questions. What I appreciated from you and Norris was:

• Knowledge of your offerings and solutions.
• Understanding my situation and asking the important questions to help you build a solution that I needed.
• Ease of working with you both.
• Accessibility and fast return response to my calls when you were not available.
• Professional demeanor – you really did treat me like an important customer.
• Consulting me on what were my best options which helped in my decision process.
• Overall significant satisfaction with your performance in representing Mr. Cooper to me the customer.

Thanks again Dan and to you as well Norris. You both seem to work well together as a team and I hope that you can pass this feedback on to your direct reports (supervisors/managers). If I knew the names I would do it myself. We have my closing scheduled and I am looking forward to starting these construction projects to improve our home.

Actual customer experience. Results not typical. Your results will vary and you may not have similar results.

Ashanti's Story

OK, so, let me just say that this darn loan has caused me MUCH grief over the years. It was one of those amazingly bad loans that provided us the opportunity to move our family into a lovely home in a beautiful neighborhood. The interest only time frame was wonderful …but things quickly got crazy once our note doubled then continued to increase every year. Many people in our area lost their homes during this time, however, we have really worked hard to honor our crazy commitment, not default and still have a positive quality of life for our kids.

I have tried numerous time to explore options to stabilize our payments and responses have ranged from suggesting that I fall behind on payments in order to get help, saying that that things could work but that I’d have to come up with ridiculous amounts of money to close, to flat out denials with no real follow-up or suggested next steps. Most of my communique’s have felt distant, disengaged and left me feeling invisible and without hope or real options.

The day we connected, I expected much of the same, however, I was pleasantly surprised when your warm spirit leapt through the phone. Surprisingly, I kind of believed you when you said you would work with me until we figured something out. Although I didn’t think we’d actually come to a resolution, I felt confident that even if we didn’t, that you would really advocate for me throughout the process. You did that and so much more. Your constant follow-up, honoring of your word and pleasant nature was delightful. I appreciate your behind the scenes time and effort and THANK YOU for putting in the work to support me in being able to pay for our home and provide for our family without constantly stressing about the high percentage of our income that was going to living arrangements.

You have been an absolute blessing, my mortgage miracle maker and my reassurance that there are still people out there who care about their work and the people they serve. As an educator I am ALL IN for my students and team and am disheartened when I don’t see others take that same pride and time when I am on the receiving end. I am sometimes numb to the lack of care however, your light woke me right on up. I assume that you don’t often get to see the faces on the other side of the phone, so, I’d like to take the time to introduce you to my family (see photo). Each of them knows who you are and we all THANK YOU FOR YOUR SERVICE!

I am so glad that God saw fit for our paths to cross!

You are amazing and your work and approach are valued and appreciated!

Be blessed and continue to be a blessing to others.

Actual customer experience. Results not typical. Your results will vary and you may not have similar results.