customer service representative

home solutions advisor

loan officer

loan processor

assistant vice president

Mr. Cooper

Except little to no training, even on systems you have ZERO experience with. The Managers, AVPs and up are either clueless about what to do with insubordinate employees or too petty to speak up so they leverage HR for issues that should be handled by the manager. Most have little to no experience, and they have been given no career coaching or support from their superiors to handle issues appropriately.
I walk around and see some departments barely working, while others are struggling to do their work within the time limitations given to them. Most have been promoted from within so the mentality that they are now better than the rest of the team gleams out of them - it's disgusting, and only creates a hostile environment where employees will retaliate and become insubordinate (screaming and catching attitude for no reason). But the worst is that they think going to HR will help, when really all it does is put a target on your head. Besides, nothing will be done to improve the situation, and the VP levels are all too scared to do or say anything in fear of a lawsuit so they hide behind HR to do things that they need should be doing.  Pointless meetings are endless. I happen to be witness to this first hand in several business units. The VP and SVP levels act as if they are above doing anything simple task for themselves, so they come off as helpless and incompetent. They can't do anything for themselves, like pull simple reports - and when they ask for something, expect another email in an hour if you haven't responded to them.  The hand-holding and coddling that some of the higher levels require is painfully abysmal. The back-stabbing and talking behind other's backs is pathetic and unwarranted for most. 
Expectations are Beyond Limits in some areas of the business; and other departments set the bar so low it's almost laughable.  The employees will take advantage the minute they have the opportunity. They treat their co-workers, managers and anyone else that looks at them the wrong way like garbage.  There's VERY little sense of community, unless you only take into consideration the department or team you work in. In many cases, I learned that people don't even know the names of other team-members they work with directly!  Unless you get an email that has everyone and their cousin CC'd on it the first time you make a simple mistake+. Which is so wasteful of everyone's time. But nobody seems to care or do anything about that OR the fact that it all stems from lack of training. I see this all flowing down from the top (who seems to completely disconnect themselves from the teams they oversee). They rely heavily on inept managers to communicate new processes and quotas to hit but by the time these changes are told to the team (and sometimes aren't) nobody holds themselves accountable, and blames it on the incompetence of the employee. It's sad.  
I wouldn't advocate Mr. Cooper as a "Great Place to Work", much less recommend an opening to my worst enemy. I'm only guessing that in companies as large as they are, so many employees have blinders on to everything else happening around them, it's easy to score your working experience as moderate to good (especially when most are low level positions requiring little skill. The GPTW organization that deemed them to be a great place to work got it ALL wrong. And the reaction from all the VPs and Managers of pure shock and surprise made it clear they don't believe the company should be on that list either!

As a loan counselor Nationstar your productivity is judged by the amount of payments you get when you first start. They want you to get 20 payments a day. The hard part is your pretty much calling the same people each day which makes it hard. Also, a fun fact is that Nationstar requires you to be in the "Loan Counselor" role for a year before you can move to another department. There are exceptions to this rule,but they also make rules up as they go along. If you get moved up from dealing with accounts due for the current month you will be dealing with accounts due for 2 payments. You would think they would give you a pay raise, but that is not true. If you go in as a Loan Counselor you will only be given a raise after your first full year. The benefit of moving up to dealing with accounts due for two payments is the fact that a you can get a bonus if your group "moves enough money." Also, in the lateral move from what is known as the pre's department to the 30 day department you will be given knew goals. In the 30 day department you will no longer have to get payments, set people up on repayment plans, and get people to sale their homes. It also sounds easy, but Nationstar makes it hard because of the ineffectiveness of the dialing system they use. If Nationstar feels that your doing good in that "30 day" department then they laterally move you to the pre-foreclosure department. The reason I viewed this move as lateral as well is because again you do not get a raise, but your expected to deal with people due for 3-103 payments. In that department you are expected to come up with what is know as "deals". To be considered good at doing this job you have to be able to get people set up on modifications, pay what is needed to bring the account current, set up 6 month repayment plans, or once again get the borrowers to turn the home back over to Nationstar. Now not much of what Nationstar asks you to do is hard, but if you have some people willing to do whatever to "get moved" they will do some unethical things. Nationstar has no way to monitor or stop people from doing so, but they will at least give the good "college try" as a deterrent. I hope I was able to give some body the right information regarding this company. Also, they will expect you as a Loan Counselor who you might not know anything about a Loan modification to give updates on the status of home modifications, but they only teach you how to correctly fill one of the modification packets out correctly once you get to the Loss Mitigation or  Pre-Foreclosure department. I felt sorry for some customers because the process could be handled by the modification department but they do not take inbound calls.

Mr. Copper recently acquired Pacific Union Financial. Pacific Union is still running the Non Delegated department. You will be required to work a strenuous and unrealistic turn-time and be reprimanded if you cannot do it in 8 hours (no OT). You will be subjected to being required to approve loans that do not meet guidelines one month, then the next month you will be required to be the strictest you can possibly be. But don’t think you’re off the hook for when you were told to approve that loan (or five) you wanted to decline but couldn’t because management has final say... when it comes back as uninsurable, like you knew it would, management will not stand behind you (their) decision. Management will side with QA/QC even if you provide guidelines that support your decision. Instead of firing you, they will try to get you to quit (less loans to work so it’s impossible to meet daily goals, putting you through second level reviews with peers, ie. just different UW styles, and if the other UW views something different than you, they are automatically correct without further review (and it’s no fun being that UW either when you find out you may have had a part in someone being fired). If you don’t quit after being subjected to this, they will use the low numbers and “failing” reviews as their justification to terminate you and will then dispute your unemployment benefit claim (don’t worry, most states will still side with the employee, it’s just additional frustration caused by the employer). The bonus structure is a joke; it changes at least every three months. If you’re earning one, expect for it to change soon, as it was created to pay the least amount possible. New management every 4-6 months, and if you are remote, there is no possibility of management advancement (but why would you want to, only to be demoted or terminated in 4-6 months?). Government UWs are paid the same (low) salary as Conventional Only. Government loans are the bottom of the barrel. Most loans have already been declined by other investors before you get it, but even with a verified decline (and no changes), you will still be required to underwrite it in full. Highly recommend if you choose to work at Mr. Cooper, you ask to be in a different department, or wait a year until they’ve weeded out the acquired company’s practices.

Early on I enjoyed working here but then over time I started noticing all the things that could be done differently. We are dealing with people's biggest purchase and more times than not agents are told contradictory information, even from management. Training does not prepare you fully to hit the floor with confidence, although the support I had right out of training almost a year ago has really gone down hill for the newer agents. I notice so many new agents who don't know even the basic servicing answers and as a result provide inaccurate information or flat out wrong information. I can't tell you how many accounts I have come across where I shake my head when I read the notes or hear the stories from customers. There is very little accountability when issues are raised because I constantly see the same people making the same mistakes that I bring up for correction. And don't even think about bringing up ideas to do things better or educate agents better because no matter how good the idea, it won't be accepted or implemented.
My current role that I have been in for a while is 100 times more work than the regular customer service agent yet we get paid the same and our bonus is much harder to get than on the CS side. We are assigned hundreds of accounts at a time, each month getting assigned more than we get rid of so it's constant stress overload and has made me really not enjoy putting on my headet. Other departments we have to work along side with on our accounts can't do their jobs properly and make things extremely difficult for accounts that are already not in a good spot. Their attention to detail is astonishing. Working here as long as I have has really made me realize why I hear daily how people hate us and can't wait to refinance away from us and I don't blame them.
I have certainly gained valuable experience for when I purchase my home in the future, but personally I would not trust my loan to be serviced here and that is sad.

•	Responsible for Payment clearing outages, 
•	Responsible for Nvision Balancing, Reconciliation, Posting all Nvision pending items, NV dashboards, 
•	Balancing Component Report For VP of Account Service, (Check Tracking)
•	Making sure team has adequate amount of support to complete daily tasks.
•	Complete Special Projects for management.
•	Process Improvement ideas, implementing new solutions to current outdated processes. 
•	Policy and Procedure updates
•	Responsible for the analysis of specific processes and functions in Account Services.
•	Manage, create, and analyze databases using Excel and Access. Prepares written documentation for the continuing development of accounting policies.
•	 Monitor, manage, maintain, and fix cash application processes.
•	 Perform higher level financial calculations and apply results to systems and reports.
•	Take performance ideas all the way to system implementation.
•	Identify and correct complex errors for costumers using various resources and records.
•	Utilize multiple online systems. (SharePoint, CS Research Request, Missing wire Inquiry, etc.) 
•	In-charge of JPM wire account; 
o	Process loan pay-offs, apply payments, reinstate accounts, and apply wires according to the current state of loan. (Short-sales, bankruptcy, foreclosed, etc.)
o	Communicating with Title agencies for proper posting instructions. (Principle payment, Trailing payment, Insurance reimbursements, Hazard Loss, Tax reimbursement, etc.)
•	In-charge of Bank of America wire’s
o	Process multiple loan payments from acquiring new loan acquisitions
o	Same tasks as listed above for JPM processes  
•	In-charge of Wells Fargo wire’s
o	Loan Liquidation, regular, Short sales, REO,
o	Familiar with liquidation guidelines for FNMA, Freddie Mac, Governmental, VA, FDIC loans, HELOC, etc.
o	Process internal refinance payoff’s, Foreclosure, Bankruptcy, SPO,

The absolute worst work life balance. Unless you want to be an actual SLAVE to your job with minimal returns. You have to be there by 5:30AM, work 12 hours per day M-F and a minimum of 8 on saturday or sunday just to not get written up & get placed on the worst cue possible.-(I.E.-Mobile-Home CSR Transfer que).  You can be literally groomed for success or failure depending on your managers and how they set your ques and how many licenses you are allowed to get and at what compitency they set each states que. They promised me 12, but cut me off way before then. 

Come in with 20 licenses, work 5:30AM Start time every day, and suck up to your managers-You might feed your family under those circumstances, until you don't. I had made 16K the last month I had at my previous employer prior to interviewing here, but left that company for the promises I was given here. I have a huge regret about that decision.

You can be successful there, but you must come in with a minimum of about 20 licenses and work those hours based on my observations. Good luck......  Micro-Management is an understatement along with Blatant Favoritism. Not a good mix for me or most people. 

A person I know from another company had made over 130K by end of June with her last employer and only made 2200 on her first full commission month here....They should be ashamed of how they treat people. Last week they just made all the agents sign a paper stating they acknowledge that they wont get paid anything on their origination's if they fund after they are terminated or leave. 

They should also state in the initial interview that management gets paid by the Credit Pull, not the number of loans funded because that seems to be the focus.  If customers knew the truth about the way the agents are treated, they would not support this company.

A typical day at work depends on my pooling pipeline which correlates to the SIFMA calendar set by GSE's. I first ensure all loan and pool levels have been satisfied by the custodian and warehouse lenders. I clear any issues conveyed, from collateral discrepancies to coupon discrepancies etc. 

I have learned new applications such as the Capital Markets Application which tracks contracts mapped from GSE's selling system. Once the contract has been cleared to submit by a pooling analyst, the contract populates in the closer summary and I would begin my back end process ensuring unpaid balance, loan count, wire instructions, warehouse bank and create releases of mortgages along with loan data details in an excel format. 

Management encourages growth within the organization and supports core values of the company. The hardest part of the job would be getting all internal parties on the same ideology due to constant change. As information is provided, colleagues may overlook emails that they think does not apply to them. Arriving to work on time is great, however arriving early gives you heads up to read emails and stay acclimated with change. 

The most enjoyable part of my job is the recognition and colleague support given on a daily basis. Management would make recommendations to place me on special projects to assist in getting recognition. They also place family first and provides the ability to work from home when family issues arise, I am treated like a trustworthy member of the team with high regards of integrity.

Company is all numbers driven with no personal touch towards its customer or employees. 

Must answer inbound calls & make outbound calls on a automatic dialer system that continuously calls customers until they answer the phone(if they ever do). 

outbound phone calls are made within the grace period of the mortgage payment being due for the current month. (Sometimes as early as 3 days after the payment was due.) 

"Formal Training" was a joke, and only shows you how inconsiderate people can be towards consumers when they are owed money.

Advancement is based solely on numbers which can be manipulated by overwriting notes in the system. Shady co-workers who would constantly take peoples hard work as their own and then be promoted for it without any investigation by management. 

Management is incompetent & were only buying their time to leave the company or switch departments in order to get away from the servicing side of the company. 

Job title was listed as loan counselor which is a fancy word for collections agent, very little work was actually done by the majority of people in the department to actually help customers figure out where they could afford to make some cuts & bring the mortgage current. 

Low pay, below average benefits, poor business model & poor business etiquette lead a long list of problems with this company. Their days are numbered until a bigger corporation buys them out or they go bankrupt because people will realize that they are not worth the time and effort.

As my title reads, avoid at all cost unless you absolutely need work. You will be miserable day in & day out until you find a company that actually treats its workers with respect. If you do take a job with them, keep applying for different jobs in hopes you're time with Nationstar Mortgage is brief.

When you are required to work be there on time or your adherence goes down, same with taking breaks and lunches on time, Your adherence score goes down if you are on a call and are late taking breaks or lunches, they are scheduled. Not enough training because there is a lot to learn and the support is pretty good for the most part, however the chats for that support moves fast and you may wait for an answer you do not know which means putting the cs on hold for longer than necessary.
They require a lot from their call center people even though working from home, they do not understand when an agent has wifi or phone issues and BTW working from home you are using your own equipment, so be careful with that. they are not understanding that tech issues happen so be mindful of that if you are considering working there. 
Management is okay, however there are teams and they compete with one another, they also put up your QA scores for everyone to see sent out via e-mail, this can be competitive between agents seeing this and cause stress.
a hard part of the job is there is a need for more training, one hour is not enough in most cases and getting answers to customers questions you do not know you may wait ifor that because if you throw it in chat, stay on top of it or it may get lost in the cracks. Placing a cs on hold for a long time they do not like that, it can be necessary to do that because you may not know the answer,
Each call was different and I learned something new each call though. The stressful part is if you do not know the answer.
The people try supporting one another though in chat which is nice same with managers.
the most enjoyable part of the job was the end of the day logging out. 

My typical day at work consists of assisting customers over the phone with inbound and outbound manual dialed calls. I have a group of accounts that I am specifically assigned to - to assist in preventing foreclosure on their homes whether it be their primary residence or an investment property. I conduct verbal financial interviews with people over the phone to determine their best options whether it to be reinstatement, repayment plan, modifications, short sales, or deed in lieus. I have learned a tremendous amount within the mortgage industry and I see both sides from homeowner perspective and the business perspective. Management is great most of the time but they are rarely around when the agents have issues or questions. That makes it difficult to get questions and concerns answered right away with the customers who are on the phones. My co-workers and my team are great! They help out with questions and problems that I come across and they are enjoyable to work for. The hardest part of my job is when I am helping a customer who has no options available to offer due to their current financial situation. They want to stay in their homes but their current financial situations don't allow them to do so and it is hard for me to tell them that there is nothing that I can do for them. The most enjoyable part about my job is the opportunity that I have been given to help customers who are in need to save their homes. I am a homeowner as well as my customers and I can relate with them on how much my home means to me. It is important to me to provide the best service to my borrowers as I can.

Top Job Titles	Average Salary
Customer service representative 3 salaries reported	$18.00 per hour
Home solutions advisor 7 salaries reported	$48,949 per year
Loan officer 4 salaries reported	$87,316 per year
Loan processor 6 salaries reported	$38,500 per year
Assistant vice president 3 salaries reported	$137,333 per year

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