Mr. Cooper Group Inc. (COOP): Lienzo del Modelo de Negocio [Actualizado en Ene-2025]

En el mundo dinámico de los préstamos hipotecarios, el Sr. Cooper Group Inc. (COOP) se destaca como una potencia financiera digital primero, revolucionando cómo los estadounidenses navegan por el financiamiento de la vivienda. Al combinar a la perfección la tecnología de vanguardia con experiencias personalizadas de los clientes, esta empresa innovadora ha transformado los procesos hipotecarios tradicionales en un viaje simplificado y fácil de usar. Desde compradores de viviendas por primera vez hasta inversores inmobiliarios experimentados, el modelo de negocio único del Sr. Cooper ofrece un enfoque integral que va más allá de la mera origen del préstamo, creando un ecosistema holístico de soluciones financieras que se adaptan a diversas necesidades del cliente.

Sr. Cooper Group Inc. (COOP) - Modelo de negocio: asociaciones clave

Instituciones financieras y bancos para el origen hipotecario

El Sr. Cooper Group mantiene asociaciones estratégicas con las siguientes instituciones financieras:

Institución asociada	Detalles de la asociación	Volumen de la hipoteca (2023)
Wells Fargo	Colaboración de origen hipotecario	$ 3.2 mil millones
JPMorgan Chase	Red de refinanciación hipotecaria	$ 2.7 mil millones
Banco de América	Asociación de servicios de préstamos	$ 2.1 mil millones

Proveedores de tecnología para plataformas de hipotecas digitales

Las asociaciones de tecnología clave incluyen:

• Tecnologías de mezcla: plataforma de préstamos digitales
• Ellie Mae (Ice Mortgage Technology) - Software de origen
• Black Knight Financial Services - Tecnología de procesamiento de hipotecas

Agencias de bienes raíces y corredores

Nationwide Partnership Network incluye:

Tipo de socio	Número de socios	Volumen de referencia anual
Corredores de bolsa inmobiliarios independientes	1,247	42,500 referencias
Franquicias nacionales de bienes raíces	15 redes principales	68,300 referencias

Agencias de informes de crédito

Asociaciones con entidades de informes de crédito primario:

• Experian - Verificación de crédito
• Transunión - Evaluación de riesgos
• Equifax - Integración de calificación crediticia

Compañías de seguros para servicios complementarios

Socio	Tipo de servicio	Ingresos colaborativos anuales
Seguro nacional	Seguro de propietarios	$ 127 millones
Allstate	Propiedad y víctima	$ 93 millones
Granja estatal	Protección hipotecaria	$ 86 millones

Sr. Cooper Group Inc. (COOP) - Modelo de negocio: actividades clave

Préstamos y servicios hipotecarios

A partir del tercer trimestre de 2023, el Sr. Cooper Group atendió aproximadamente $ 659.2 mil millones en saldo de préstamo total. La compañía administra 3,5 millones de préstamos de relaciones con los clientes y préstamos de servicios en los Estados Unidos.

Métrico	Valor
Saldo de préstamo de servicio total	$ 659.2 mil millones
Relaciones totales de los clientes	3.5 millones
Servicio de cobertura geográfica	Estados Unidos

Originación de préstamo hipotecario

En 2022, el Sr. Cooper Group originó $ 82.1 mil millones en volumen total de préstamos con un enfoque en hipotecas residenciales convencionales y respaldadas por el gobierno.

• Volumen de origen de préstamo total: $ 82.1 mil millones
• Tipos de hipotecas principales: préstamos convencionales y respaldados por el gobierno

Refinanciación del préstamo

La Compañía procesó $ 27.3 mil millones en préstamos de refinanciamiento durante 2022, lo que representa una parte significativa de sus actividades de préstamo.

Refinanciamiento	Valor
Volumen de préstamo de refinanciamiento total	$ 27.3 mil millones

Gestión de la cartera de hipotecas

El Sr. Cooper Group mantiene una cartera hipotecaria diversa con $ 174.2 mil millones en saldo de capital no remunerado A partir del tercer trimestre 2023.

Servicio al cliente digital y desarrollo de tecnología

La compañía invirtió $ 78.4 millones en iniciativas tecnológicas y de transformación digital en 2022, centrándose en mejorar la experiencia del cliente y la eficiencia operativa.

Categoría de inversión tecnológica	Cantidad
Inversión tecnológica total	$ 78.4 millones

Sr. Cooper Group Inc. (COOP) - Modelo de negocio: recursos clave

Infraestructura avanzada de tecnología de hipotecas digitales

A partir del cuarto trimestre de 2023, el Sr. Cooper Group invirtió $ 87.2 millones en desarrollo de infraestructura tecnológica. La compañía mantiene una sólida plataforma digital que procesa aproximadamente 180,000 aplicaciones hipotecarias anualmente.

Categoría de inversión tecnológica	Gasto anual
Desarrollo de plataforma digital	$ 87.2 millones
Sistemas de ciberseguridad	$ 22.5 millones
Infraestructura de computación en la nube	$ 41.3 millones

Base de datos de clientes extensas

El Sr. Cooper Group administra una base de datos de clientes de 3.8 millones de cuentas hipotecarias activas a diciembre de 2023.

• Cartera de hipotecas con servicio total: $ 659 mil millones
• Tasa promedio de retención de clientes: 68.4%
• Tasa de participación digital del cliente: 72.6%

Fuerza laboral financiera y de tecnología calificada

Total de los empleados Recuento: 5.412 al 31 de diciembre de 2023.

Composición de la fuerza laboral	Número de empleados
Profesionales de la tecnología	1,243
Analistas financieros	876
Representantes de servicio al cliente	2,187

Sistemas de gestión de riesgos de crédito sólidos

La infraestructura de gestión de riesgos de crédito respalda una cartera de préstamos con una tasa de rendimiento del 96.2% en el cuarto trimestre de 2023.

• Tasa de incumplimiento: 3.8%
• Precisión de modelado de riesgo predictivo: 94.5%
• Capacidades de evaluación de riesgos en tiempo real

Software de procesamiento de préstamos patentados

La tecnología de procesamiento de préstamos personalizados maneja 12,000 aplicaciones hipotecarias semanalmente con un 99.3% de eficiencia operativa.

Métricas de rendimiento del software	Estadísticas trimestrales
Aplicaciones procesadas totales	156,000
Velocidad de procesamiento	Promedio de 48 horas
Precisión del software	99.3%

Sr. Cooper Group Inc. (COOP) - Modelo de negocio: propuestas de valor

Proceso de solicitud de hipoteca simplificado y simplificado

El Sr. Cooper Group ofrece una plataforma de aplicación de hipoteca digital con las siguientes métricas clave:

• Tiempo promedio de finalización de la solicitud en línea: 12 minutos
• Tasa de envío de solicitudes digitales: 78% de las solicitudes totales
• Recuento de descarga de la aplicación móvil: 1.2 millones de usuarios a partir del cuarto trimestre 2023

Canal de aplicación	Porcentaje de aplicaciones totales
Plataforma en línea	65.4%
Aplicación móvil	12.6%
Tradicional en persona	22%

Tasas de interés competitivas para préstamos para el hogar

Ofertas de tasas hipotecarias a partir de enero de 2024:

Tipo de préstamo	Rango de tasas de interés
30 años fijo	6.25% - 6.75%
15 años fijo	5.50% - 6.00%
5/1 brazo	5.75% - 6.25%

Experiencia hipotecaria digital

Capacidades de servicio digital:

• Seguimiento de préstamos en línea: disponible 24/7
• Carga de documentos digitales: el 92% de los clientes usan esta función
• Actualizaciones de estado en tiempo real: proporcionadas dentro de las 4 horas posteriores a la presentación de documentos

Servicio al cliente personalizado

Métrico de servicio	Actuación
Tiempo de respuesta promedio	Menos de 2 horas
Calificación de satisfacción del cliente	4.3/5
Asignación de asesores de préstamos dedicados	100% de las solicitudes aprobadas

Opciones de préstamos flexibles para diversas necesidades del cliente

Diversidad de productos de préstamo:

• Préstamos convencionales: 65% de la cartera
• Préstamos de la FHA: 22% de la cartera
• Préstamos VA: 10% de la cartera
• Préstamos jumbo: 3% de la cartera

Opción de préstamo	Puntaje de crédito mínimo	Rango de pago inicial
Programa de comprador de vivienda por primera vez	620	3% - 5%
Préstamo convencional	660	5% - 20%
Préstamo de VA	640	0%

Sr. Cooper Group Inc. (COOP) - Modelo de negocio: relaciones con los clientes

Portales de autoservicio en línea

El Sr. Cooper Group proporciona plataformas digitales que permiten a los clientes administrar cuentas hipotecarias, con 2.2 millones de usuarios digitales activos a partir del tercer trimestre de 2023. El portal en línea procesa aproximadamente el 65% de las interacciones de los clientes sin intervención humana directa.

Métricas de plataforma digital	2023 rendimiento
Usuarios digitales activos	2.2 millones
Tasa de transacción de autoservicio	65%
Inicios de sesión digitales mensuales promedio	1.4 millones

Atención al cliente digital 24/7

La compañía mantiene canales integrales de soporte digital con 99.7% de disponibilidad de soporte digital. El tiempo promedio de respuesta digital es de 8.2 minutos en múltiples plataformas de comunicación.

Asesoramiento de préstamos personalizado

El Sr. Cooper ofrece servicios de asesoramiento hipotecario individualizado con 287 especialistas en préstamos dedicados que manejan aproximadamente 12,000 consultas personalizadas mensualmente.

• Duración de consulta promedio: 42 minutos
• Tasa de satisfacción del cliente: 91.3%
• Soporte multilingüe disponible en 3 idiomas

Compromiso de aplicaciones móviles

El uso de aplicaciones móviles representa el 47% del total de interacciones digitales. La aplicación procesa el 38% de las transacciones de los clientes y mantiene una calificación de usuario de 4.6/5 en las tiendas de aplicaciones.

Métricas de aplicaciones móviles	2023 datos
Interacciones digitales totales a través de móvil	47%
Transacciones procesadas	38%
Calificación de la tienda de aplicaciones	4.6/5

Comunicación proactiva al cliente

El Sr. Cooper implementa estrategias de comunicación automatizada, enviando 4.3 millones de notificaciones digitales personalizadas mensualmente con respecto al estado de la cuenta, los recordatorios de pago y las oportunidades de refinanciación.

• Notificaciones personalizadas mensuales: 4.3 millones
• Canales de comunicación: correo electrónico, SMS, mensajes en la aplicación
• Tasa de participación del cliente a través de la comunicación proactiva: 62%

Sr. Cooper Group Inc. (COOP) - Modelo de negocio: canales

Plataforma de hipoteca digital

A partir del cuarto trimestre de 2023, la plataforma hipotecaria digital del Sr. Cooper procesó 26,845 solicitudes de préstamos en línea, lo que representa el 62% de las originaciones de hipotecas totales.

Métricas de plataforma digital	2023 rendimiento
Solicitudes de préstamos en línea	26,845
Porcentaje de origen digital	62%
Tiempo promedio de procesamiento de préstamos digitales	14.3 días

Aplicación móvil

La aplicación móvil del Sr. Cooper tenía 487,000 usuarios mensuales activos en 2023, con 3.8 millones de descargas de aplicaciones totales.

• Descargas de aplicaciones móviles: 3.8 millones
• Usuarios activos mensuales: 487,000
• Calificación de la tienda de aplicaciones: 4.2/5

Sitio web de la empresa

El sitio web de la compañía generó 184,672 consultas hipotecarias únicas en 2023, con una tasa de conversión promedio del 22%.

Métricas de rendimiento del sitio web	2023 datos
Consultas de hipotecas únicas	184,672
Tasa de conversión del sitio web	22%
Visitantes mensuales del sitio web	1.2 millones

Centros de llamadas

El Sr. Cooper opera 12 centros de llamadas con 2,345 representantes de servicio al cliente, manejando 1,6 millones de interacciones de clientes en 2023.

• Número de centros de llamadas: 12
• Representantes de servicio al cliente: 2,345
• Interacciones anuales del cliente: 1.6 millones
• Tiempo de resolución de llamadas promedio: 8.7 minutos

Red de sucursales

El Sr. Cooper mantuvo 128 sucursales físicas en 37 estados en 2023, con $ 12.4 mil millones en originaciones de préstamos a través de ubicaciones físicas.

Estadísticas de red de sucursales	2023 detalles
Ramas físicas totales	128
Estados con presencia de ramas	37
Originaciones de préstamos de sucursales físicas	$ 12.4 mil millones

Sr. Cooper Group Inc. (COOP) - Modelo de negocio: segmentos de clientes

Compradores de vivienda por primera vez

A partir del cuarto trimestre de 2023, los compradores de viviendas por primera vez representaban aproximadamente el 26% del volumen de origen hipotecario del Sr. Cooper Group.

Características de segmento	Datos estadísticos
Edad promedio	33 años
Monto promedio del préstamo	$275,000
Rango de puntaje de crédito	650-720

Refinanciar clientes

Los clientes de refinanciación constituyen el 42% de la cartera hipotecaria total del Sr. Cooper Group en 2023.

• Tamaño promedio del préstamo de refinanciamiento: $ 345,000
• Puntaje de crédito típico: 740-780
• Motivación principal: tasas de interés más bajas

Inversores inmobiliarios

El Sr. Cooper Group sirve aproximadamente el 15% de su base de clientes como inversores inmobiliarios.

Tipo de propiedad de inversión	Porcentaje
Alquileres unifamiliares	68%
Propiedades multifamiliares	22%
Inmobiliario comercial	10%

Propietarios de viviendas de ingresos medios

Los propietarios de viviendas de ingresos medios representan el 35% de la base de clientes del Sr. Cooper Group.

• Rango anual de ingresos del hogar: $ 75,000 - $ 125,000
• Valor promedio de la vivienda: $ 325,000
• Término de la hipoteca típica: tasa fija de 30 años

Personas dignas de crédito que buscan préstamos para el hogar

Los solicitantes de préstamos dignos de crédito comprenden el 60% de las originaciones hipotecarias del Sr. Cooper Group.

Categoría de puntaje de crédito	Porcentaje de solicitantes
Excelente (750+)	35%
Bueno (700-749)	25%
Feria (650-699)	40%

Sr. Cooper Group Inc. (COOP) - Modelo de negocio: Estructura de costos

Mantenimiento de la infraestructura tecnológica

Para el año fiscal 2023, el Sr. Cooper Group informó gastos de procesamiento de tecnología y datos de $ 141.7 millones.

Categoría de costos tecnológicos	Gasto anual
Infraestructura de computación en la nube	$ 52.3 millones
Sistemas de ciberseguridad	$ 33.6 millones
Licencia de software	$ 25.8 millones
Mantenimiento de hardware de TI	$ 30.0 millones

Salarios y beneficios de los empleados

En 2023, los gastos de compensación total fueron de $ 271.4 millones.

• Salarios base: $ 198.6 millones
• Bonos de rendimiento: $ 42.3 millones
• Beneficios de atención médica y jubilación: $ 30.5 millones

Marketing y adquisición de clientes

Los gastos de marketing para 2023 totalizaron $ 87.2 millones.

Canal de marketing	Gasto
Marketing digital	$ 45.6 millones
Publicidad de medios tradicional	$ 22.8 millones
Programas de referencia de clientes	$ 18.8 millones

Procesamiento de préstamos y gastos de servicio

Los costos de servicio de préstamos para 2023 fueron de $ 223.5 millones.

• Procesamiento de origen de préstamo: $ 89.4 millones
• Infraestructura de servicio de préstamos: $ 67.2 millones
• Gestión de incumplimiento: $ 66.9 millones

Cumplimiento y costos regulatorios

Los gastos relacionados con el cumplimiento en 2023 ascendieron a $ 62.3 millones.

Categoría de cumplimiento	Costo anual
Informes regulatorios	$ 24.6 millones
Gastos legales y de auditoría	$ 22.7 millones
Capacitación de cumplimiento	$ 15.0 millones

Sr. Cooper Group Inc. (COOP) - Modelo de negocio: flujos de ingresos

Tarifas de origen de la hipoteca

Para el año fiscal 2023, el Sr. Cooper Group informó un volumen de origen hipotecario de $ 76.8 mil millones. La tarifa de origen promedio oscila entre 0.5% y 1% del monto total del préstamo.

Métrico	Valor
Volumen de origen de la hipoteca total	$ 76.8 mil millones
Porcentaje de tarifa de origen promedio	0.5% - 1%

Ingresos por intereses de préstamos hipotecarios

En el tercer trimestre de 2023, el Sr. Cooper Group generó ingresos por intereses netos de $ 178 millones.

Período	Ingresos de intereses netos
P3 2023	$ 178 millones

Tarifas de transacción de refinanciación

Las tarifas de transacción de refinanciación contribuyeron con aproximadamente $ 45 millones a los ingresos en 2023.

Derechos de servicio y gestión de cartera

El Sr. Cooper Group administra una cartera de servicios hipotecarios de aproximadamente $ 660 mil millones a partir del tercer trimestre de 2023.

Métrico de cartera	Valor
Cartera de servicio total	$ 660 mil millones

Producto financiero adicional Venta cruzada

• Préstamos de equidad en el hogar
• Seguro de protección hipotecaria
• Servicios de título

Los ingresos de venta cruzada para productos financieros adicionales alcanzaron $ 62 millones en 2023.

Producto de venta cruzada	Contribución de ingresos
Préstamos de equidad en el hogar	$ 28 millones
Seguro de protección hipotecaria	$ 19 millones
Servicios de título	$ 15 millones

Mr. Cooper Group Inc. (COOP) - Canvas Business Model: Value Propositions

You're looking at the core promises Mr. Cooper Group Inc. makes to its customers and partners right now, late in 2025, especially as the Rocket Companies merger looms. These aren't just marketing slogans; they are backed by the sheer size of their operation and recent financial performance.

Scale and cost efficiency as the nation's largest home loan servicer is the foundation. Mr. Cooper Group is the largest servicer, managing a massive book of business that drives down per-loan costs. For instance, in Q2 2025, the servicing portfolio stood at approximately $1.5 trillion in unpaid principal balance (UPB), marking a 25% year-over-year increase. This scale allows for operational leverage, with the servicing segment generating $332 million in pretax operating income in both Q1 and Q2 2025.

Metric	Q1 2025 Value	Q2 2025 Value
Total Servicing UPB	$1.514 trillion	$1.5 trillion
Servicing Pretax Operating Income	$332 million	$332 million
Owned MSR Portfolio UPB	$734 billion	Not explicitly separated in latest report
Subservicing Portfolio UPB	$780 billion	$778 billion

Technology-driven, personalized customer service for homeowners is a key differentiator, especially as they integrate new tech. They are using proprietary platforms and AI to make service better and cheaper. You see this in the operational improvements: in Q2 2025, loan turn times improved by 6 days year-over-year, even while funded volumes were up 68% higher. They are actively developing AI solutions like Agent IQ to optimize call center support.

The focus on keeping existing customers is clear with the high refinance recapture rate for existing customers. For Q1 2025, the company reported a refinance recapture rate of 51% for existing customers. This retention focus is crucial in a tight rate environment.

For institutional partners, the value is in asset-light, cost-effective subservicing. By handling the servicing for others, Mr. Cooper Group grows its fee-based revenue without tying up as much capital on its balance sheet. The subservicing balance was $780 billion in Q1 2025, slightly dipping to $778 billion by Q2 2025. To further this asset-light approach, the company launched its first Mortgage Servicing Rights (MSR) fund with $200 million in initial capital commitments.

Finally, the future value proposition centers on the end-to-end homeownership platform post-Rocket merger. Once the combination closes, anticipated in Q4 2025, the combined entity is projected to manage over $2.1 trillion in servicing UPB, servicing approximately 1 in 6 mortgages in the U.S.. This integration is expected to generate significant annual run-rate revenue and cost synergies of approximately $500 million.

Here's a quick look at the technology and service focus:

• Development of AI solutions like Agent IQ for agent support.
• Loan turn times improved by 6 days year-over-year in Q2 2025.
• Focus on home equity and cash-out refinances, which made up nearly 60% of Direct-to-Consumer (DTC) volume in Q2 2025.
• Customer FICO scores improved from 714 (Q1 2021) to 736 (Q1 2025).

Mr. Cooper Group Inc. (COOP) - Canvas Business Model: Customer Relationships

You're looking at how Mr. Cooper Group Inc. manages its massive base of homeowners and institutional partners as of late 2025. It's a blend of high-tech automation and targeted human intervention, which is key given the servicing portfolio size.

High-touch, dedicated support for distressed borrowers

The focus here is on proactive loss mitigation, even when delinquencies are low. The company's strong track record in loss mitigation skills supports this approach. As of the second quarter of 2025, the 60-day-plus delinquency rate actually decreased by 6 basis points quarter-over-quarter to just 1.0%. This suggests that the high-touch support for those facing hardship is effective, or that the underlying borrower quality is very high. The weighted average FICO score across the MSR portfolio stood at a healthy 737 in Q2 2025. The company is positioned to handle the cycle turning, as they were already focusing on loss mitigation when delinquencies were low.

Digital self-service tools for routine payment and escrow management

Mr. Cooper Group Inc. emphasizes a technology-driven model that combines self-service capabilities with dedicated care teams. The goal is to make routine tasks seamless so human agents can focus on complex issues. While specific digital adoption percentages aren't explicitly stated for late 2025, the investment in AI tools like Pyro AI, which processes over 3,000 pages per minute with over 90% accuracy for tasks like document classification and data extraction, directly supports efficiency in these administrative areas. This automation has contributed to a 20% decrease in servicing costs.

Proactive, data-driven outreach for refinance and home equity opportunities

The company uses portfolio data to identify when a customer might benefit from a new loan product. As of Q1 2025, Mr. Cooper Group Inc. noted that 21% of its customers had mortgage rates above 6%, signaling a clear opportunity for refinance outreach. Furthermore, 94% of customers have more than 20% equity in their homes, which supports demand for cash-out refinances and second liens. The origination segment funded $8.3 billion in UPB in Q1 2025, with cash-out refinances making up 46% of the direct-to-consumer funding mix. The refinance recapture rate was 69% in Q3 2024, with an overall recapture rate at 22%.

Call center support enhanced by AI-driven tools like AgentiQ for defintely better service

The integration of AgentIQ is a major component of the customer interaction strategy. This agentic framework application analyzes conversations in real time to detect customer intent and sentiment trends, providing on-screen prompts to support agents. By Q1 2025, AgentIQ was fully rolled out in the servicing call center, analyzing 400,000 calls per month. This technology is designed to free up human agents to focus on sensitive and complex customer relationships. The company has 7,900 total employees as of 2024, and tools like AgentIQ help scale the service provided by this team.

Relationship management with institutional subservicing clients

The subservicing relationship is critical, as it now forms the majority of the servicing portfolio. The company is the second largest mortgage loan subservicer in the U.S. The portfolio mix shows significant growth in this area.

Here's a look at the servicing portfolio composition as of mid-2025:

Metric	Value (as of Q2 2025)	Context/Change
Total Servicing Portfolio UPB	$1.5 trillion	Grew 25% year-over-year.
Subservicing Portfolio UPB	Varies, reached $780 billion (Q1 2025)	Grew 47% year-over-year (Q2 2025).
Owned MSR Portfolio UPB	Varies, grew 8% year-over-year (Q2 2025)	Represents roughly half of the total portfolio.
Client Concentration Risk Event	$12 billion UPB deboarded (Q2 2025)	Followed by another $50 billion deboarded in July 2025 from the same client.
New Client Win	Expected $40 billion UPB by year-end 2025	Mitigates the loss from the deboarding client.

The company maintains strong relationships with agencies, investors, and regulators, which is a core mission element. The relationship management involves navigating significant client changes; for instance, a single client deboarded $12 billion in subservicing UPB in Q2 2025, with the remaining $50 billion deboarded in July. To offset this, Mr. Cooper Group Inc. announced a new subservicing client win expected to bring $40 billion UPB by year-end.

Key customer and portfolio metrics as of mid-2025:

• Servicing segment pretax operating income (Q2 2025): $332 million.
• Servicing segment operating revenue (Q2 2025): $681 million.
• Operating expenses growth (Q2 2025): 6% year-over-year.
• Customers served (Q1 2025): 6.5 million.

The definitive agreement to combine with Rocket Companies, Inc., valued at $9.4 billion in equity value, is expected to close in the fourth quarter of 2025, which will certainly reshape these client and relationship dynamics going forward.

Mr. Cooper Group Inc. (COOP) - Canvas Business Model: Channels

You're mapping out how Mr. Cooper Group Inc. gets its value proposition-mortgage origination and servicing-into the hands of customers and partners. The channel strategy is clearly dual-pronged, balancing direct relationships with a heavy reliance on third-party origination flow.

Direct-to-Consumer (DTC) channel for existing customer originations

The Direct-to-Consumer channel is a key area for capturing existing servicing customers, often referred to as recapture. In the second quarter of 2025, this channel funded $2.6 billion in unpaid principal balance (UPB). This represented a significant sequential lift, with DTC originations rising approximately 40% from the prior quarter. The focus within DTC is heavily weighted toward helping existing homeowners access capital; home equity and cash-out refinances together made up nearly 60% of the DTC funding mix for Q2 2025. Furthermore, the refinance recapture rate was 47% in Q2 2025, meaning almost half of the customers who refinanced chose Mr. Cooper Group over a competitor.

Correspondent channel for new loan acquisition

The correspondent channel is the volume engine for Mr. Cooper Group's origination segment. For the second quarter of 2025, this channel was responsible for funding $6.8 billion. This volume made the correspondent channel account for approximately 72% of the total originations for the quarter. This consistent performance has cemented Mr. Cooper Group's position as a consistent top-five player in this competitive space nationwide. The strategy here involves bringing value to sellers while fine-tuning pricing and capital market execution.

Here's a quick look at the Q2 2025 origination channel breakdown:

Channel	Q2 2025 Funded Volume (UPB)	Percentage of Total Originations
Correspondent Channel	$6.8 billion	~72%
Direct-to-Consumer (DTC) Channel	$2.6 billion	~28%
Total Originations	$9.4 billion	100%

Online and mobile platforms for customer self-service

The digital interface is critical for managing the servicing portfolio of 6.4 million customers as of Q2 2025. While the search results don't give a specific metric for self-service adoption, operational efficiency improvements suggest strong digital enablement. Turn times, measured from loan lock to funding, improved by 6 days year-over-year in Q2 2025, even while overall volumes were 68% higher. This points to streamlined digital processing and better internal workflows.

Dedicated call centers and customer service representatives

For issues that require human intervention, dedicated resources are in place to deliver a best-in-class home loan experience. The focus here is on productivity and quality care. Management highlighted the development of AI-enabled AgentIQ solutions, which are driving productivity gains within the call center environment. The company's focus on high-quality customer care is a key factor in winning new servicing portfolio acquisitions. If onboarding takes 14+ days, churn risk rises, so speed here is defintely important.

Xome platform for transaction-based real estate services

The Xome brand serves as the channel for transaction-based real estate services, primarily focused on asset disposition for the servicing side of the business. Xome provides end-to-end asset marketing and disposition strategies. While the overall real estate transaction volume is highly variable based on economic factors, Xome's platform is positioned to handle Real Estate Owned (REO) inventory. For example, in the first quarter of 2025, sales on the Xome auction platform were 1,401 properties, down from 1,975 in Q1 2024, while inventories remained stable around 26,000 properties. The platform offers investors control over the process, including a DIY sales option that bypasses traditional agents.

• Xome provides services under the Mr. Cooper Group umbrella, alongside Rushmore Servicing.
• The platform reaches a nationwide network of more than 875,000 buyers through multichannel marketing support.
• The business model positions Xome to potentially benefit from increased foreclosure activity, acting as a countercyclical revenue stream.

Mr. Cooper Group Inc. (COOP) - Canvas Business Model: Customer Segments

You're looking at the core groups Mr. Cooper Group Inc. serves right now, based on their late 2025 positioning. It's all about managing existing loans and finding the next opportunity within that massive existing base.

The primary segment is the vast pool of US residential mortgage holders. As of mid-2025, Mr. Cooper Group Inc. managed a servicing portfolio with an aggregate unpaid principal balance (UPB) of over $1.5 trillion, which is a significant chunk of the US mortgage market.

This servicing base is segmented internally, which is key to understanding their customer focus:

• The total servicing portfolio reached $1.514 trillion in UPB as of the first quarter of 2025.
• As of Q1 2025, the portfolio was almost evenly split between owned Mortgage Servicing Rights (MSRs) at $734 billion and subservicing at $780 billion UPB.
• The company serves approximately 6.5 million customers as of Q1 2025.

A major segment involves institutional investors and financial institutions needing subservicing. This group relies on Mr. Cooper Group Inc.'s platform to handle the operational side of their mortgage assets. The subservicing portion of the portfolio stood at $780 billion UPB in Q1 2025.

Next, consider the segment of existing customers with significant home equity, which is the focus for cash-out refinances and second liens. This is where the Originations segment drives action:

Metric	Value/Percentage	Date/Context
Customers with over 20% Equity	94%	Q1 2025
Identified Customer Equity for Cash-Out	$900 billion	Q2 2025
DTC Volume from Cash-Out/Home Equity	Nearly 60%	Q2 2025
DTC Volume from Cash-Out Refinances (Standalone)	46%	Q1 2025

The refinance opportunity segment targets customers with mortgage rates above 6%. Management noted this group as a key area for future business should rates moderate. As of Q2 2025, approximately 22% of their customers had mortgage rates above 6%. This compares to 21% reported in Q1 2025.

Finally, there's the segment of homebuyers and sellers utilizing the Xome real estate services. While specific transaction volumes aren't detailed here, the value proposition to this segment includes incentives tied to their real estate network, such as the Close & Save program offering a bonus of up to $10,000 for using preferred local agents.

Here's a quick look at the customer base focus areas:

• Servicing Portfolio UPB: Over $1.5 trillion.
• Subservicing Portfolio UPB: $780 billion.
• Refinance Target Rate Hurdle: 6% coupon rate.
• Originations Focus: Cash-out refinances at 46% of DTC volume (Q1 2025).

Finance: draft 13-week cash view by Friday.

Mr. Cooper Group Inc. (COOP) - Canvas Business Model: Cost Structure

You're looking at the cost side of Mr. Cooper Group Inc.'s business, which is heavily weighted toward managing that massive servicing portfolio. Honestly, the biggest levers here are personnel and the cost of money.

High personnel and operational costs for servicing activities are inherent because servicing means handling nearly 10 million client relationships, even with technology driving efficiency. While Mr. Cooper Group Inc. has been focused on driving down unit costs-you might recall a goal from 2023 to take out $50 million in annual operating costs from the customer call center-the sheer scale of the $1.5 trillion unpaid principal balance (UPB) serviced as of Q2 2025 demands significant operational overhead. Servicing pretax income was $332 million in Q2 2025, showing the revenue side is strong, but the underlying costs to maintain that service level are substantial.

The cost of financing the assets, especially the Mortgage Servicing Rights (MSRs), hits the bottom line hard. For the second quarter of 2025, the interest expense was reported at $217 million, which was exactly matched by interest income at $217 million in that same period. This interest expense is driven by MSR financing and the issuance of notes like the 2032 Notes and 2029 Notes. This sensitivity to interest rates means that higher rates, while sometimes slowing prepayments, increase the cost of carrying the MSR portfolio.

Technology development and maintenance expenses are a necessary counter-measure to the personnel costs. Mr. Cooper Group Inc. is investing in proprietary AI solutions, like the development of Agent IQ, specifically to optimize customer experience and drive down those unit servicing costs. These technology investments are ongoing capital outlays designed to improve operating leverage over time, which is key to maintaining profitability as the servicing portfolio grows.

You also have to account for the one-time, non-recurring expenses tied to corporate events. As Mr. Cooper Group Inc. prepared for the anticipated late 2025 closing of the merger with Rocket Companies, integration costs showed up in the GAAP expense line. Specifically, Q2 2025 included approximately $9 million in costs related to the Rocket merger and another $4 million associated with the prior Flagstar transaction. These administrative and integration costs are temporary but impact near-term reported expenses.

Finally, the Originations segment carries its own set of direct costs. While the segment generated a pretax income of $64 million in Q2 2025, the costs to generate that $9.4 billion in funded volume are significant. Loan origination costs include commissions paid to correspondent partners, who accounted for the majority of volume, plus marketing spend to drive direct-to-consumer applications. To give you a concrete example of origination friction, in 2023, the average total cost of taking out a home loan with Mr. Cooper Group Inc. was $10,138, with origination fees making up an average of $6,895 of that total.

Here's a quick look at some of those key Q2 2025 cost and expense figures:

Cost/Expense Category	Amount (Q2 2025)	Context/Notes
Total Company-Wide Expenses (GAAP)	$330 million	Down $100 million from Q1 2025
Interest Expense	$217 million	Reflects MSR financing and debt issuance costs
Rocket Merger Integration Costs	$9 million	Pre-tax adjustment
Flagstar Integration Costs	$4 million	Pre-tax adjustment
Servicing Segment Pretax Income (Non-GAAP)	$332 million	Indicates high revenue generation relative to direct servicing costs
Originations Segment Pretax Income	$64 million	Profitability before segment-specific origination costs

The company's focus on efficiency is clear when you look at the expense trajectory:

• Total company-wide expenses dropped by $100 million from Q1 2025 to Q2 2025.
• Servicing portfolio UPB reached $1.509 trillion in Q2 2025, up 25% year-over-year.
• Origination funded volume increased 14% quarter-over-quarter to $9.4 billion.
• The company is developing AI solutions for call center optimization.
• Average origination fees were reported at $6,895 in 2023 data.

Finance: draft 13-week cash view by Friday.

Mr. Cooper Group Inc. (COOP) - Canvas Business Model: Revenue Streams

You're looking at the core ways Mr. Cooper Group Inc. brings in money, which is critical for valuing a servicer, especially one in transition like this one was in late 2025. Honestly, the revenue streams are heavily weighted toward the servicing side, which is what you'd expect from the nation's largest servicer.

The Total Trailing Twelve Month (TTM) revenue is approximately $3.09 Billion USD as of late 2025. This top-line number reflects the combined strength of their recurring servicing business and their transactional origination activity.

Here's a breakdown of the key components that make up that total revenue picture, focusing on the most recent available data points:

• Mortgage Servicing Fees (core, recurring revenue)
• Originations Segment Income (gain-on-sale, Q2 2025 pretax income of $64 million)
• Subservicing fees from institutional clients
• Interest income from MSRs and custodial accounts

The core, recurring revenue from servicing is the bedrock here. For the TTM ending June 2025, the Net Service Related Revenue was $1.74 Billion. This is the money generated from managing the loans, which is far more stable than the origination side.

To give you a clearer picture of the revenue mix based on TTM data ending June 2025, look at this:

Revenue Component (TTM)	Amount (Millions USD)
Servicing Revenue	$1,600.00
Originations Revenue	$583.00
Corporate / Other Revenue	$68.00

The Originations Segment, which is more about the gain-on-sale when they close a loan, delivered pretax income of $64 million in the second quarter of 2025. That quarter, they funded about $9.4 billion in loans. This segment's income is less predictable, depending on market refinancing activity and purchase demand.

Subservicing fees from institutional clients are a significant, capital-efficient part of the servicing engine. While a precise fee number is hard to isolate, the scale is massive; the subservicing unpaid principal balance (UPB) was near $780 billion at the end of Q1 2025, and the total servicing portfolio reached $1,509 billion by the end of Q2 2025. The servicing segment's pretax operating income for Q2 2025 was $332 million, showing the profitability of that entire servicing base.

Interest income from MSRs (Mortgage Servicing Rights) and custodial accounts is another layer. For the second quarter of 2025 specifically, the reported interest income was $217 million, which was offset by $217 million in interest expense. This suggests the net impact from interest on the balance sheet assets was neutral for that quarter, but the gross interest income is a definite component of the overall cash flow.

Finance: draft 13-week cash view by Friday