Customer Success Story

Mr. Cooper provides a friction-free borrower experience with Velocify



Mr. Cooper is a customer-obsessed company that understands what can be achieved when the borrower experience is top priority. Working backwards from the customer always lands Mr. Cooper squarely at automation as they streamline processes and reduce friction in the lending process.

Automating lead management has been the key to maximizing opportunities and increasing customer satisfaction at every stage. They've leaned into their lead management system, Velocify® by ICE Mortgage Technology, and have arrived at solutions that allow them to meet their customers wherever they want to be met. Double-clicking on their lead management platform and making sure that the solutions they put into place matched customer needs with skilled mortgage professionals has been critical to their success.

The challenge

During robust market growth in 2020 and 2021, Mr. Cooper identified that a supply/demand inequation had cropped up, where customer demand outweighed the supply of team resources.

The solution

Mr. Cooper recognized two areas of opportunity for their mortgage professionals to speed up response times: a prioritized lead queue, and a click-to-call feature. Both of these solutions were available with Velocify by ICE Mortgage Technology.

"The most cost-effective change we've implemented at Mr. Cooper is reimagining and redesigning our loan fulfillment process. We've focused on automating decisions with data that's resulted in tremendous opportunity for our customers, lower churn times, better customer satisfaction scores and lower cost to originate."

Shawn Stone
CRO, Mr. Cooper

Benefits and results

Customer satisfaction as a top priority

Being a customer-obsessed company, Mr. Cooper works backwards from the customer in everything they do to provide a simple, personalized borrower experience.


Customers are satisfied with their experience


Customers say doing business with Mr. Cooper is easy


Refinance recapture rate

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