M. Cooper Group Inc. (COOP): Business Model Canvas [Jan-2025 Mis à jour]

Dans le monde dynamique des prêts hypothécaires, M. Cooper Group Inc. (COOP) se distingue comme une puissance financière numérique, révolutionnant la façon dont les Américains naviguent à la maison. En mélangeant de manière transparente la technologie de pointe avec des expériences client personnalisées, cette entreprise innovante a transformé les processus hypothécaires traditionnels en un parcours rationalisé et convivial. Des acheteurs de maisons pour la première fois aux investisseurs immobiliers chevronnés, le modèle commercial unique de M. Cooper offre une approche complète qui va au-delà de la simple origine du prêt, créant un écosystème holistique de solutions financières qui s'adaptent aux besoins diversifiés des clients.

M. Cooper Group Inc. (COOP) - Modèle d'entreprise: partenariats clés

Institutions financières et banques pour l'origine hypothécaire

M. Cooper Group maintient des partenariats stratégiques avec les institutions financières suivantes:

Institution partenaire	Détails du partenariat	Volume d'hypothèque (2023)
Wells Fargo	Collaboration d'origine hypothécaire	3,2 milliards de dollars
JPMorgan Chase	Réseau de refinancement hypothécaire	2,7 milliards de dollars
Banque d'Amérique	Partenariat de service de prêt	2,1 milliards de dollars

Fournisseurs de technologie pour les plateformes hypothécaires numériques

Les partenariats technologiques clés comprennent:

• Blend Technologies - Plateforme de prêt numérique
• Ellie Mae (Ice Mortgage Technology) - Logiciel d'origine
• Black Knight Financial Services - Technologie de traitement des hypothèques

Agences immobilières et courtiers

Le réseau de partenariat national comprend:

Type de partenaire	Nombre de partenaires	Volume de référence annuel
Courtages immobiliers indépendants	1,247	42 500 références
Franchises immobilières nationales	15 réseaux majeurs	68 300 références

Agences de rapport de crédit

Partenariats avec les entités de rapport de crédit primaires:

• Experian - Vérification du crédit
• TransUnion - Évaluation des risques
• Equifax - Intégration de notation du crédit

Compagnies d'assurance pour les services complémentaires

Partenaire d'assurance	Type de service	Revenus collaboratifs annuels
Assurance à l'échelle nationale	Assurance habitation	127 millions de dollars
Allstate	Propriété et victime	93 millions de dollars
Ferme d'État	Protection hypothécaire	86 millions de dollars

M. Cooper Group Inc. (COOP) - Modèle d'entreprise: activités clés

Prêts hypothécaires et entretien

Au troisième trimestre 2023, M. Cooper Group a desservi environ 659,2 milliards de dollars de solde de prêt total. La société gère 3,5 millions de relations avec les relations avec les clients et les prêts aux États-Unis.

Métrique	Valeur
Solde total des prêts avec service	659,2 milliards de dollars
Relations totales des clients	3,5 millions
Service de couverture géographique	États-Unis

Création de prêt immobilier

En 2022, M. Cooper Group a créé 82,1 milliards de dollars de volume de prêts total en mettant l'accent sur les prêts hypothécaires résidentiels conventionnels et soutenus par le gouvernement.

• Volume total de création de prêt: 82,1 milliards de dollars
• Types hypothécaires primaires: prêts conventionnels et soutenus par le gouvernement

Refinancement de prêt

La société a traité 27,3 milliards de dollars de prêts de refinancement en 2022, ce qui représente une partie importante de leurs activités de prêt.

Métrique de refinancement	Valeur
Volume total de prêt de refinancement	27,3 milliards de dollars

Gestion du portefeuille hypothécaire

M. Cooper Group maintient un portefeuille hypothécaire diversifié avec 174,2 milliards de dollars en solde principal impayé au troisième trimestre 2023.

Service client numérique et développement technologique

La société a investi 78,4 millions de dollars dans les initiatives technologiques et de transformation numérique en 2022, en se concentrant sur l'amélioration de l'expérience client et de l'efficacité opérationnelle.

Catégorie d'investissement technologique	Montant
Investissement technologique total	78,4 millions de dollars

M. Cooper Group Inc. (COOP) - Modèle d'entreprise: Ressources clés

Infrastructure de technologie hypothécaire numérique avancée

Au quatrième trimestre 2023, M. Cooper Group a investi 87,2 millions de dollars dans le développement des infrastructures technologiques. La société maintient une plate-forme numérique robuste traitant environ 180 000 demandes hypothécaires par an.

Catégorie d'investissement technologique	Dépenses annuelles
Développement de plate-forme numérique	87,2 millions de dollars
Systèmes de cybersécurité	22,5 millions de dollars
Infrastructure de cloud computing	41,3 millions de dollars

Base de données client étendue

M. Cooper Group gère une base de données client de 3,8 millions de comptes hypothécaires actifs en décembre 2023.

• Portefeuille hypothécaire total: 659 milliards de dollars
• Taux de rétention de clientèle moyen: 68,4%
• Taux d'engagement des clients numériques: 72,6%

Travail financier et technologique qualifié

Compte total des employés: 5 412 au 31 décembre 2023.

Composition de la main-d'œuvre	Nombre d'employés
Professionnels de la technologie	1,243
Analystes financiers	876
Représentants du service à la clientèle	2,187

Systèmes de gestion des risques de crédit

L'infrastructure de gestion des risques de crédit soutient un portefeuille de prêts avec un taux de performance de 96,2% au quatrième trimestre 2023.

• Taux par défaut: 3,8%
• Précision prédictive de la modélisation des risques: 94,5%
• Capacités d'évaluation des risques en temps réel

Logiciel de traitement des prêts propriétaires

La technologie de traitement des prêts personnalisé gère 12 000 demandes hypothécaires chaque semaine avec une efficacité opérationnelle de 99,3%.

Métriques de performance logicielle	Statistiques trimestrielles
Applications totales traitées	156,000
Vitesse de traitement	48 heures moyennes
Précision logicielle	99.3%

M. Cooper Group Inc. (COOP) - Modèle d'entreprise: propositions de valeur

Processus de demande hypothécaire simplifié et rationalisé

M. Cooper Group propose une plateforme d'application hypothécaire numérique avec les mesures clés suivantes:

• Temps de réalisation de la demande en ligne moyenne: 12 minutes
• Taux de soumission des applications numériques: 78% du total des applications
• Nombre de téléchargement d'applications mobiles: 1,2 million d'utilisateurs au quatrième trimestre 2023

Canal d'application	Pourcentage de l'application totale
Plate-forme en ligne	65.4%
Application mobile	12.6%
En personne traditionnelle	22%

Taux d'intérêt concurrentiels pour les prêts à domicile

Offres de taux hypothécaire en janvier 2024:

Type de prêt	Fourchette de taux d'intérêt
Fixe de 30 ans	6.25% - 6.75%
Fixe de 15 ans	5.50% - 6.00%
5/1	5.75% - 6.25%

Expérience hypothécaire auprès du numérique

Capacités de service numérique:

• Suivi des prêts en ligne: disponible 24/7
• Téléchargement de documents numériques: 92% des clients utilisent cette fonctionnalité
• Mises à jour du statut en temps réel: fourni dans les 4 heures suivant la soumission des documents

Service client personnalisé

Métrique de service	Performance
Temps de réponse moyen	Moins de 2 heures
Évaluation de satisfaction du client	4.3/5
Affectation de conseiller de prêt dédié	100% des applications approuvées

Options de prêt flexibles pour divers besoins des clients

Diversité des produits de prêt:

• Prêts conventionnels: 65% du portefeuille
• Prêts FHA: 22% du portefeuille
• Prêts VA: 10% du portefeuille
• Prêts jumbo: 3% du portefeuille

Option de prêt	Cote de crédit minimum	Plage d'acompte
Programme des acheteurs de maisons pour la première fois	620	3% - 5%
Prêt conventionnel	660	5% - 20%
Prêt VA	640	0%

M. Cooper Group Inc. (COOP) - Modèle d'entreprise: relations avec les clients

Portails en libre-service en ligne

M. Cooper Group fournit des plateformes numériques permettant aux clients de gérer les comptes hypothécaires, avec 2,2 millions d'utilisateurs numériques actifs au troisième trimestre 2023. Le portail en ligne traite environ 65% des interactions client sans intervention humaine directe.

Métriques de plate-forme numérique	Performance de 2023
Utilisateurs numériques actifs	2,2 millions
Taux de transaction en libre-service	65%
Connects numériques mensuels moyens	1,4 million

Support client numérique 24/7

La société maintient des canaux de support numériques complets avec 99,7% Disponibilité du support numérique. Le temps de réponse numérique moyen est de 8,2 minutes sur plusieurs plateformes de communication.

Conseil de prêt personnalisé

M. Cooper propose des services de conseil hypothécaire individualisés avec 287 spécialistes de prêts dévoués qui gèrent environ 12 000 consultations personnalisées par mois.

• Durée moyenne de la consultation: 42 minutes
• Taux de satisfaction client: 91,3%
• Support multilingue disponible en 3 langues

Engagement des applications mobiles

L'utilisation des applications mobiles représente 47% du total des interactions numériques. L'application traite 38% des transactions clients et maintient une note d'utilisateur de 4,6 / 5 dans les magasins d'applications.

Métriques d'application mobile	2023 données
Interactions numériques totales via mobile	47%
Transactions traitées	38%
Note de l'App Store	4.6/5

Communication client proactive

M. Cooper met en œuvre des stratégies de communication automatisées, envoyant 4,3 millions de notifications numériques personnalisées mensuellement concernant l'état du compte, les rappels de paiement et les opportunités de refinancement.

• Notifications personnalisées mensuelles: 4,3 millions
• Canaux de communication: e-mail, SMS, messages intégrés
• Taux d'engagement client grâce à une communication proactive: 62%

M. Cooper Group Inc. (COOP) - Modèle d'entreprise: canaux

Plateforme hypothécaire numérique

Au quatrième trimestre 2023, la plate-forme hypothécaire numérique de M. Cooper a traité 26 845 demandes de prêt en ligne, ce qui représente 62% du total des origines hypothécaires.

Métriques de plate-forme numérique	Performance de 2023
Demandes de prêt en ligne	26,845
Pourcentage d'origine numérique	62%
Temps de traitement des prêts numériques moyen	14,3 jours

Application mobile

L'application mobile de M. Cooper comptait 487 000 utilisateurs mensuels actifs en 2023, avec 3,8 millions de téléchargements d'applications totales.

• Téléchargements d'applications mobiles: 3,8 millions
• Utilisateurs actifs mensuels: 487 000
• Évaluation de l'App Store: 4.2 / 5

Site Web de l'entreprise

Le site Web de la société a généré 184 672 demandes hypothécaires uniques en 2023, avec un taux de conversion moyen de 22%.

Métriques de performance du site Web	2023 données
Demandes hypothécaires uniques	184,672
Taux de conversion du site Web	22%
Visiteurs mensuels du site Web	1,2 million

Centres d'appel

M. Cooper exploite 12 centres d'appels avec 2 345 représentants du service à la clientèle, gérant 1,6 million d'interactions clients en 2023.

• Nombre de centres d'appels: 12
• Représentants du service à la clientèle: 2 345
• Interactions annuelles du client: 1,6 million
• Temps de résolution moyenne des appels: 8,7 minutes

Réseau de succursale

M. Cooper a maintenu 128 succursales physiques dans 37 États en 2023, avec 12,4 milliards de dollars de créations de prêts via des emplacements physiques.

Statistiques du réseau de succursales	2023 Détails
Branches physiques totales	128
États avec présence de branche	37
Originations de prêt de succursale physique	12,4 milliards de dollars

M. Cooper Group Inc. (COOP) - Modèle d'entreprise: segments de clientèle

Acheteurs de maisons pour la première fois

Au quatrième trimestre 2023, les nouveaux acheteurs de maisons ont représenté environ 26% du volume d'origine hypothécaire de M. Cooper.

Caractéristiques du segment	Données statistiques
Âge moyen	33 ans
Montant moyen du prêt	$275,000
Plage de cotes de crédit	650-720

Recinancement des clients

Les clients de refinancement représentent 42% du portefeuille total de hypothèques de M. Cooper Group en 2023.

• Taille du prêt de refinancement moyen: 345 000 $
• Cote de crédit typique: 740-780
• Motivation primaire: taux d'intérêt plus bas

Investisseurs immobiliers

M. Cooper Group dessert environ 15% de sa clientèle en tant qu'investisseurs immobiliers.

Type de propriété de placement	Pourcentage
Location unifamiliale	68%
Propriétés multifamiliales	22%
Immobilier commercial	10%

Propriétaires à revenu moyen

Les propriétaires à revenu intermédiaire représentent 35% de la clientèle de M. Cooper Group.

• Gamme de revenus annuels du ménage: 75 000 $ - 125 000 $
• Valeur moyenne de la maison: 325 000 $
• Terme hypothécaire typique: taux fixe de 30 ans

Des personnes dignes de crédits à la recherche de prêts à domicile

Les demandeurs de prêts dignes de crédit représentent 60% des origines hypothécaires de M. Cooper Group.

Catégorie de cote de crédit	Pourcentage de candidats
Excellent (750+)	35%
Bon (700-749)	25%
Fair (650-699)	40%

M. Cooper Group Inc. (COOP) - Modèle d'entreprise: Structure des coûts

Maintenance des infrastructures technologiques

Pour l'exercice 2023, M. Cooper Group a signalé des frais de technologie et de traitement des données de 141,7 millions de dollars.

Catégorie de coûts technologiques	Dépenses annuelles
Infrastructure de cloud computing	52,3 millions de dollars
Systèmes de cybersécurité	33,6 millions de dollars
Licence de logiciel	25,8 millions de dollars
Maintenance du matériel informatique	30,0 millions de dollars

Salaires et avantages sociaux des employés

En 2023, les frais de rémunération totale étaient de 271,4 millions de dollars.

• Salaires de base: 198,6 millions de dollars
• Bonus de performance: 42,3 millions de dollars
• Prestations de santé et de retraite: 30,5 millions de dollars

Marketing et acquisition de clients

Les frais de marketing pour 2023 ont totalisé 87,2 millions de dollars.

Canal de marketing	Dépense
Marketing numérique	45,6 millions de dollars
Publicité médiatique traditionnelle	22,8 millions de dollars
Programmes de référence client	18,8 millions de dollars

Traitement des prêts et frais de service

Les coûts de service de prêt pour 2023 étaient de 223,5 millions de dollars.

• Traitement d'origine du prêt: 89,4 millions de dollars
• Infrastructure de service de prêt: 67,2 millions de dollars
• Gestion par défaut: 66,9 millions de dollars

Contacments de conformité et de réglementation

Les dépenses liées à la conformité en 2023 s'élevaient à 62,3 millions de dollars.

Catégorie de conformité	Coût annuel
Représentation réglementaire	24,6 millions de dollars
Dépenses juridiques et d'audit	22,7 millions de dollars
Formation de la conformité	15,0 millions de dollars

M. Cooper Group Inc. (COOP) - Modèle d'entreprise: Strots de revenus

Frais d'origine hypothécaire

Pour l'exercice 2023, M. Cooper Group a déclaré un volume d'origine hypothécaire de 76,8 milliards de dollars. Les frais de création moyens se situent entre 0,5% et 1% du montant total du prêt.

Métrique	Valeur
Volume total d'origine hypothécaire	76,8 milliards de dollars
Pourcentage moyen de frais d'origine	0.5% - 1%

Revenu des intérêts des prêts hypothécaires

Au troisième trimestre 2023, M. Cooper Group a généré un revenu net d'intérêts de 178 millions de dollars.

Période	Revenu net d'intérêt
Q3 2023	178 millions de dollars

Frais de transaction de refinancement

Les frais de transaction de refinancement ont contribué environ 45 millions de dollars aux revenus en 2023.

Droits de service et gestion du portefeuille

M. Cooper Group gère un portefeuille de services hypothécaire d'environ 660 milliards de dollars au 3e rang 2023.

Métrique de portefeuille	Valeur
Portfolio de service total	660 milliards de dollars

Produit financier supplémentaire

• Prêts à domicile
• Assurance protection des prêts hypothécaires
• Services de titre

Les revenus de vente croisée pour des produits financiers supplémentaires ont atteint 62 millions de dollars en 2023.

Produit de vente croisée	Contribution des revenus
Prêts à domicile	28 millions de dollars
Assurance protection des prêts hypothécaires	19 millions de dollars
Services de titre	15 millions de dollars

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