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Cooper Concierge Sr Associate -FLASH

Location: Irving, TX, United States
Req ID: 018092

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 is FLASH manufacturing?

Your team. Flash Manufacturing is a new fulfillment process using a state of the art workflow system, BOSS Director.  We are pushing the boundaries of the mortgage industry and challenging the way our company thinks and behaves. We are reimagining data integration, workflow prioritization, task specialization and workforce optimization to drive down cycle times while delighting our customers.

Role Overview

Team Learning and Culture: This role makes Mr. Cooper more efficient by innovating from the front lines through to funding. Team members will continually iterate to improve our processes, quality and automation, while strengthening our understanding of customers as well as sales, underwriting and funding to build deeper relationships and improved quality. Team members share knowledge, raise ideas and support peers.


Operations and Innovation: The Cooper Concierge is the primary contact for our customer during the mortgage fulfillment process and is responsible for delivering the highest level of customer care for every Cooper Customer! The Cooper Concierge ensures a high level of customer satisfaction by setting proper expectations, managing inbound and outbound customer communications within SLA’s, and resolving all customer concerns regarding their mortgage application through funding of the customer’s new loan.

Key Responsibilities

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

  • Act as a customer advocate and single point of contact for assigned customers to generate the highest level of customer satisfaction through differentiated world class service. 

  • Complete all work within established workflow processes and policies / procedures.

  • Properly document BOSS – Director and our Loan Origination System (Encompass) with notes resulting from communication with customers. 

  • Be well versed and knowledgeable of all workflow process and policies and procedures

  • Complete all required outbound calls for loans in your workflow including: Welcome Calls, Status Calls, CD Calls, Closing Coordination, etc.

  • Meet / exceed Performance Goals / Objectives / Key Metrics per scorecard.

  • Promptly respond to customer emails / inbound calls within established SLAs.

  • Takes full ownership of assigned pipeline and manage proactively to resolve any customer escalations.  Follow through and resolve all identified issues within specified SLA’s.  

  • Complete weekly pipeline reviews to ensure all assigned loans are progressing per schedule and to identify any issues / problems that need to be escalated for timely resolution. provide status updates, address concerns/ questions / issues and determine specific actions needed to improve overall cycle times & customer satisfaction. 

  • Provide loan status updates to organization’s sales force & management as needed and engage on complex or unique issues to effectively resolve as required.

  • Provide feedback to management on how to improve workflows & processes to deliver improved service to our customers.

  • Constantly learn and improve from established feedback loop routines to complete tasks correctly and in a timely manner.

  • All other responsibilities as assigned.

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

  • Opportunity break into the mortgage industry if this is new to you.

  • Career growth opportunity – this is a chance to build a new design thinking skillset with ongoing coaching, on-the-job learning, mentoring, management career path

  • Competitive salary and bonus opportunity.

  • Aggressive paid vacation, bonding leave, company paid holidays and we even get paid time off to volunteer

  • Medical, Dental, Vision, 401K Match, flexible spending accounts for childcare and health care

  • Pet Insurance for your furry family and friends

  • Hybrid Work Model Eventually (Full Remote currently with Covid restrictions)

  • Student Loan Debt Repayment program

  • Reimbursement available for educational expenses

  • Contests – fun, engaging contests to reward our team

Who We're Looking for

  • Growth-Mindedyou’re eager to learn and believe you’ll expand abilities through effort, hard-work and overcoming setbacks

  • Emotionally Intelligent – your high “EQ” enables you to identify and influence the emotions of others; you seek to build connections with a range of people

  • Nurturing – you genuinely enjoy helping and supporting others and find success in making others successful

  • Resilient – you embrace challenges and exhibit unmatched work ethic and perseverance

  • Optimistic you lead with positivity in embracing new experiences even in the face of resistance or setbacks

  • Driven you’re highly motivated to reach individual and team goals; you thrive in fast-paced environments and are able to remain composed under pressure

  • Strong relationship management ability and interpersonal skills

  • Aptitude for problem solving with multiple systems and scenario.

  • Exceptional communication skills, both written and oral

  • Prioritization - able to prioritize tasks in fast-paced environment

  • Foundational professional skills: organizational skills and attention to details, technical proficiency (MS Office, general software + tech skill), comfort with numbers and calculations

  • Financial knowledge including familiarity with mortgages

  • Responsible Work Ethic: you take responsibility for tasks and decisions; responds to objectives and measures; implements change based on management feedback, provides robust input into feedback loops.

Experience & Qualifications

  • Demonstrated grown in a past role that challenged you to learn new behaviors and/or acquire new skills.

  • Graduation from a 4-year college or university with major course work in a discipline related to the requirements of this position is preferred.  Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job

  • Two years+ of financial services experience is preferred.

  • At least one year of customer service experience

  • Familiarity and knowledge of government and/or agency loan programs and guidelines is a plus.

  • Excellent computer skills required including proficiency with originations systems and Microsoft Office products.  Encompass Loan Origination System experience is a plus.

  • Ability to pass a background check, credit check and drug screening.

  • Applicants must be willing to work a flexible schedule with the possibility of overtime and weekend rotations.

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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Position is primary contact for our customer for the FLASH mortgage fulfilment process and is responsible for delivering the highest level of customer care for every Cooper Customer! The Cooper Concierge acts as both a customer advocate and single point of contact for assigned customers to ensure a high level of customer satisfaction by setting proper expectations, managing inbound and outbound customer communications within SLA’s, and resolving all customer concerns regarding their mortgage application through funding of the customer’s new loan.
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