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Home Advisor Assistant Manager

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Location: Chandler, AZ, United States
Req ID: 016024

Job Description


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Check It Out!

Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

What’s the Home Advisor Team?

Your team- The Home Advisor is a new program pushing the boundaries of the mortgage industry and challenging the way our company thinks and behaves. This team bridges both Originations and Servicing in pursuit of finding new ways to build deeper relationships with our customers by truly understanding their needs, providing exceptional service, and connecting relevant product solutions to deliver additional benefit to our customers.

Role Overview: Service & Sales.

This role is responsible to foster innovation and team success by diligently and empathetically coaching Home Advisors who are servicing select customers and originating mortgage products through educational, needs-based selling across a range of products.

Team Learning & Culture: This role makes Mr. Cooper more customer-centric by innovating from the front lines. Team members will continually iterate to improve our processes and quality, while strengthening our understanding of customers to build deeper relationships. Team members share knowledge, raise ideas and support peers.

A day in the life…

No day will be the same, but some key responsibilities include:

  • Non-producing; Works one-on-one with Home Advisors day in and day out to make them more successful in building customer relationships and pivoting to an educational, needs based sale
  • Individual on-call and post-call coaching for Home Advisors; manage coaching database; maintain set standard of coaching effectiveness
  • Identify skill gaps and opportunities for training; execute learning and development programs in collaboration with the Cooper Coach; report insights to leadership
  • Inform management’s evaluation of team member performance
  • Reviews customer feedback and identifies opportunities for improvement, socializes findings with team members and leadership
  • Facilitates employee feedback processes
  • Collaborates with team members and other assistant managers to leverage their education on the Design Thinking process (on-the-ground observation, synthesis of insights, ideation, and testing) to identify emerging opportunities for innovation; shares insights with leadership
  • Gathers and synthesizes employee performance and workplace satisfaction insights to inform recruiting, training, ongoing learning and development programs. Captures voice of team members
  • Onboarding and ramping new hires; with support from dedicated Cooper Coach during initial transition.

What’s in it for me?

A lot, in our opinion. We hope you’re excited as we are…

  • Opportunity to help shape and build a core business unit from the ground up
  • Career growth opportunity – this is a chance to build a new design thinking skill set with ongoing professional development, coaching, on-the-job learning, mentoring, management career path
  • Competitive salary and bonus opportunity
  • Reward and recognition program for leaders 


These are the experiences you’ve had that will position you for success on our team.

  • Demonstrated growth in a past role that challenged you to learn new behaviors and/or acquire new skills
  • More than two years of professional experience in mortgage originations
  • Licensed or commitment to obtaining NMLS license (**Mr. Cooper provides paid training time and exam costs)
  • Foundational professional skills: organizational skills and attention to details, technical proficiency (MS Office, general software + tech skill), proficient with numbers and calculations
  • Experience working with teams in a fast-paced environment
  • Behavioral coaching and mentoring
  • College/University degree or relevant mortgage experience is required.
  • Ability to pass a background check, credit check, and drug screening

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

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United States of America

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Mr. Cooper

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This role is responsible to foster innovation and team success by diligently and empathetically coaching Home Advisors who are servicing select customers and originating mortgage products through educational, needs-based selling across a range of products.
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