Learning from Customers: Mr. Cooper Mortgage Customers Talk About Their Experience

Homeowners describe Mr. Cooper in many ways. But more often than not, those reviews include the words “caring,” “efficient,” “attentive,” “comprehensive,” and “transparent.” 

Below are some reviews from Mr. Cooper customers as they describe their experience with one of the foremost digital-focused lenders in the US. 

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

Attentive, understanding, and helpful customer service 

Mr. Cooper is well-known for its industry-leading customer service. At Mr. Cooper, the homeowner and their home are the focus of the mortgage process, not the loan. As a result, homeowners know that they can trust Mr. Cooper to be attentive to them and be a true partner in achieving their homeownership goals. Here’s what some Mr. Cooper customers think about the company’s “homeowner-first” policy. 

Rita G. 

“When I spoke with Tiffany, I quickly realized that she brought something special to the table in taking the time to understand my goals and what it would take to accomplish those goals from a refinance of my loan. I felt I was in good hands to work with someone very professional and who was quick to respond to all questions I had along the journey. When the time came that my file was passed along to Nikki, I was happy to find out that she, too, is a professional who is very caring for her client and she took every effort to make sure the process proceeded timely and smoothly. Through my 65 years, I’ve owned several homes, and I can never remember one purchase or refinance experience as pleasant as with Mr. Cooper.”  

Gina P. 

“Luis and I just wanted to take the time to thank you both for all your hard work and support during the purchase of our new home! You were both amazing to work with and we are very grateful to have been able to you working alongside us!”

Louie K. 

“There simply are no superlatives sufficient to thank you for your fantastic service due to my personal situation. You and Angelica took what turned out to be an extremely challenging refinance for my house and successfully navigated me through the process to a successful conclusion. In every single step, you proved to be friendly, patient, polite, knowledgeable, professional, and consistently available to me. I can’t remember the last company I dealt with that returned calls and emails in such a timely manner. Thank you so much for all you did for me and all your patience.” 

Transparent, professional, and efficient process

Due to the company’s user-friendly website and mobile application, staying on top of loan applications and payments has never been easier for homeowners. The company’s customers love this transparency and appreciate the ability to learn exactly how their loan stands whenever they want. 

Rita G. was particularly pleased with Mr. Cooper’s Loan Tracker:

“In addition to the positive experience of working with both Tiffany and Nikki, I have to say that Mr. Cooper stands alone in the opportunity to stay on top of the loan process through the Loan Tracker! Simply put, what an amazing tool! It was so easy to always know what was happening in the process and to be able to know what was needed in the way of documentation from me and the easy process of uploading required documents. I don’t know how it could have been made easier or more straightforward.” 

Russell T.

“The process was extremely smooth and efficient. They provided assistance, guidance, and updates every step of the way. We knew the status of the loan at any given point or if there were any additional information needed from us. They are very thorough and detail oriented. I will not hesitate to work with Duke and Randy in the future.”

Kelly W. 

“My wife and I recently refinanced our mortgage with Mr. Cooper and I have to say that Tucker made the entire process smooth, stress-free, and fast… Tucker was there to guide, direct, or remind us whenever we needed him. I will certainly recommend Mr. Cooper and Tucker to family and friends who are considering refinancing events.”

Informative, diligent, and comprehensive 

Overall, Mr. Cooper’s services are defined by the company’s commitment to customer excellence. Everyone, from boardroom-level to customer fulfillment representatives, is focused on providing the best customer experience possible. Here’s how customers see this commitment. 

Anthony C. 

“One of my mantras is to give credit where credit is due. So this letter is not the result of getting a mortgage approved but just to express my appreciation and thanks to Jonathan and Dow. Both of them were instrumental in helping me through the compliance mortgage process. They were very informative, diligent, and comprehensive in keeping me up to date during this process. They were knowledgeable and pleasant to talk to and if nothing else, they both are a great part of Mr. Cooper’s employment team.”

Teresa & Robert R. 

“This was the quickest loan I think we have ever received. Thanks for taking the time to help us understand all the paperwork and being so patient with us. I especially thank you for changing the loan from FHA to Conventional at the last minute. I know that was probably a lot of work but you both made us feel comfortable and didn’t get impatient with us.”

Theresa C. 

“I know excellence when I see it. Working with Adam, during my recent Mr. Cooper refinance was a testament to this. Every question was competently answered, reliable beyond belief, and client satisfaction was above the mark throughout the process. I actually enjoyed the process, which came as a surprise to me. The process was timely, painless, and I know that I’m financially ahead because of it. I would work with Adam and Mr. Cooper again without a doubt.”

Article Editor

Pamela is a television journalist, humor writer and novelist. Her first novel, Allegedly, was released in 2015 by St. Martin’s Press. The book is available on Amazon and Barnes & Noble. She and her husband, Daniel, have a 3-year-old son, Carter.

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