Sr. Cooper Group Inc. (Coop): Modelo de Negócios Canvas [Jan-2025 Atualizado]

No mundo dinâmico dos empréstimos hipotecários, o Sr. Cooper Group Inc. (Coop) se destaca como uma potência financeira digital, revolucionando como os americanos navegam no financiamento doméstico. Ao misturar perfeitamente a tecnologia de ponta com experiências personalizadas de clientes, esta empresa inovadora transformou os processos de hipoteca tradicionais em uma jornada simplificada e fácil de usar. Desde compradores iniciantes a investidores imobiliários experientes, o modelo de negócios exclusivo de Cooper oferece uma abordagem abrangente que vai além da mera originação de empréstimos, criando um ecossistema holístico de soluções financeiras que se adaptam a diversas necessidades do cliente.

Sr. Cooper Group Inc. (Coop) - Modelo de negócios: Parcerias -chave

Instituições financeiras e bancos para originação hipotecária

O Sr. Cooper Group mantém parcerias estratégicas com as seguintes instituições financeiras:

Instituição parceira	Detalhes da parceria	Volume de hipoteca (2023)
Wells Fargo	Colaboração de originação hipotecária	US $ 3,2 bilhões
JPMorgan Chase	Rede de refinanciamento de hipotecas	US $ 2,7 bilhões
Bank of America	Parceria de Serviço de Empréstimos	US $ 2,1 bilhões

Provedores de tecnologia para plataformas de hipoteca digital

As principais parcerias tecnológicas incluem:

• Tecnologias de mistura - plataforma de empréstimo digital
• Ellie Mae (Tecnologia de Mortagem de Gelo) - Software de Originação
• Black Knight Financial Services - Tecnologia de processamento de hipotecas

Agências imobiliárias e corretores

A Rede Nacional de Parceria inclui:

Tipo de parceiro	Número de parceiros	Volume anual de referência
Corretoras imobiliárias independentes	1,247	42.500 referências
Franquias imobiliárias nacionais	15 principais redes	68.300 referências

Agências de relatórios de crédito

Parcerias com entidades de relatórios de crédito primário:

• Experian - Verificação de crédito
• Transunião - Avaliação de Risco
• Equifax - Integração de pontuação de crédito

Companhias de seguros para serviços complementares

Parceiro de seguro	Tipo de serviço	Receita colaborativa anual
Seguro nacional	Seguro dos proprietários	US $ 127 milhões
Allstate	Propriedade e vítima	US $ 93 milhões
State Farm	Proteção hipotecária	US $ 86 milhões

Sr. Cooper Group Inc. (Coop) - Modelo de negócios: Atividades -chave

Empréstimos e serviços hipotecários

A partir do terceiro trimestre de 2023, o Sr. Cooper Group atendeu aproximadamente US $ 659,2 bilhões em saldo total de empréstimos. A empresa gerencia 3,5 milhões de relacionamentos com clientes e empréstimos de serviços nos Estados Unidos.

Métrica	Valor
Saldo total de empréstimo com manutenção	US $ 659,2 bilhões
Total de relacionamentos do cliente	3,5 milhões
Cobertura geográfica de manutenção	Estados Unidos

Origem do empréstimo à habitação

Em 2022, o Sr. Cooper Group originou US $ 82,1 bilhões em volume total de empréstimos, com foco em hipotecas residenciais convencionais e apoiadas pelo governo.

• Volume total de originação de empréstimos: US $ 82,1 bilhões
• Tipos de hipotecas primárias: empréstimos convencionais e apoiados pelo governo

Refinanciamento de empréstimos

A empresa processou US $ 27,3 bilhões em empréstimos de refinanciamento durante 2022, representando uma parcela significativa de suas atividades de empréstimos.

Métrica de refinanciamento	Valor
Volume total de empréstimos de refinanciamento	US $ 27,3 bilhões

Gerenciamento de portfólio de hipotecas

O Sr. Cooper Group mantém um portfólio de hipotecas diversificadas com US $ 174,2 bilhões em saldo principal não pago A partir do terceiro trimestre de 2023.

Atendimento ao cliente digital e desenvolvimento de tecnologia

A empresa investiu US $ 78,4 milhões em iniciativas de tecnologia e transformação digital em 2022, concentrando -se em aprimorar a experiência do cliente e a eficiência operacional.

Categoria de investimento em tecnologia	Quantia
Investimento total em tecnologia	US $ 78,4 milhões

Sr. Cooper Group Inc. (Coop) - Modelo de negócios: Recursos -chave

Infraestrutura de tecnologia de hipoteca digital avançada

A partir do quarto trimestre de 2023, o Sr. Cooper Group investiu US $ 87,2 milhões em desenvolvimento de infraestrutura tecnológica. A empresa mantém um processamento robusto de plataforma digital aproximadamente 180.000 pedidos de hipoteca anualmente.

Categoria de investimento em tecnologia	Gastos anuais
Desenvolvimento da plataforma digital	US $ 87,2 milhões
Sistemas de segurança cibernética	US $ 22,5 milhões
Infraestrutura de computação em nuvem	US $ 41,3 milhões

Extenso banco de dados de clientes

O Sr. Cooper Group gerencia um banco de dados de clientes de 3,8 milhões de contas de hipoteca ativa em dezembro de 2023.

• Portfólio de hipotecas com serviços totais: US $ 659 bilhões
• Taxa média de retenção de clientes: 68,4%
• Taxa de engajamento digital do cliente: 72,6%

Força de trabalho financeira e tecnológica qualificada

Contagem total de funcionários: 5.412 em 31 de dezembro de 2023.

Composição da força de trabalho	Número de funcionários
Profissionais de tecnologia	1,243
Analistas financeiros	876
Representantes de atendimento ao cliente	2,187

Fortes sistemas de gerenciamento de risco de crédito

A infraestrutura de gerenciamento de risco de crédito suporta uma carteira de empréstimos com uma taxa de desempenho de 96,2% no quarto trimestre 2023.

• Taxa padrão: 3,8%
• Precisão de modelagem de risco preditiva: 94,5%
• Capacidades de avaliação de risco em tempo real

Software de processamento de empréstimo proprietário

A tecnologia de processamento de empréstimos personalizados lida com 12.000 pedidos de hipoteca semanalmente com 99,3% de eficiência operacional.

Métricas de desempenho de software	Estatísticas trimestrais
Total de aplicações processadas	156,000
Velocidade de processamento	48 horas em média
Precisão do software	99.3%

Sr. Cooper Group Inc. (Coop) - Modelo de negócios: proposições de valor

Processo de aplicação de hipoteca simplificado e simplificado

O Sr. Cooper Group oferece uma plataforma de aplicação de hipoteca digital com as seguintes métricas principais:

• Tempo médio de conclusão do aplicativo online: 12 minutos
• Taxa de envio de aplicativos digitais: 78% do total de pedidos
• Mobile App Download Count: 1,2 milhão de usuários a partir do quarto trimestre 2023

Canal de aplicação	Porcentagem do total de aplicações
Plataforma online	65.4%
Aplicativo móvel	12.6%
Tradicional pessoalmente	22%

Taxas de juros competitivas para empréstimos à habitação

Ofertas de taxa de hipoteca em janeiro de 2024:

Tipo de empréstimo	Intervalo de taxa de juros
30 anos fixo	6.25% - 6.75%
15 anos fixo	5.50% - 6.00%
5/1 braço	5.75% - 6.25%

Experiência de hipoteca digital primeiro

Recursos de serviço digital:

• Acompanhamento de empréstimos on -line: disponível 24/7
• Upload de documentos digitais: 92% dos clientes usam esse recurso
• Atualizações de status em tempo real: fornecido dentro de 4 horas após o envio do documento

Atendimento ao cliente personalizado

Métrica de serviço	Desempenho
Tempo médio de resposta	Menos de 2 horas
Classificação de satisfação do cliente	4.3/5
Atribuição de consultor de empréstimo dedicado	100% das inscrições aprovadas

Opções de empréstimo flexíveis para diversas necessidades de clientes

Diversidade de produtos de empréstimo:

• Empréstimos convencionais: 65% do portfólio
• Empréstimos da FHA: 22% do portfólio
• Empréstimos VA: 10% do portfólio
• Empréstimos Jumbo: 3% do portfólio

Opção de empréstimo	Pontuação mínima de crédito	Intervalo de adiantamento
Programa pela primeira vez em homebuyer	620	3% - 5%
Empréstimo convencional	660	5% - 20%
Empréstimo VA	640	0%

Sr. Cooper Group Inc. (Coop) - Modelo de Negócios: Relacionamentos do Cliente

Portais de autoatendimento on-line

O Sr. Cooper Group fornece às plataformas digitais que permitem aos clientes gerenciar contas hipotecárias, com 2,2 milhões de usuários digitais ativos a partir do terceiro trimestre de 2023. O portal on -line processa aproximadamente 65% das interações com os clientes sem intervenção humana direta.

Métricas de plataforma digital	2023 desempenho
Usuários digitais ativos	2,2 milhões
Taxa de transação de autoatendimento	65%
Logins digitais mensais médios	1,4 milhão

Suporte ao cliente digital 24 horas por dia, 7 dias por semana

A empresa mantém canais abrangentes de suporte digital com 99,7% de disponibilidade de suporte digital. O tempo médio de resposta digital é de 8,2 minutos em várias plataformas de comunicação.

Aconselhamento de empréstimos personalizados

O Sr. Cooper oferece serviços individualizados de aconselhamento hipotecário com 287 especialistas em empréstimos dedicados, lidando com aproximadamente 12.000 consultas personalizadas mensalmente.

• Duração média da consulta: 42 minutos
• Taxa de satisfação do cliente: 91,3%
• Suporte multilíngue disponível em 3 idiomas

Engajamento de aplicativos móveis

O uso de aplicativos móveis representa 47% do total de interações digitais. O aplicativo processa 38% das transações de clientes e mantém uma classificação de usuário 4.6/5 nas lojas de aplicativos.

Métricas de aplicativos móveis	2023 dados
Interações digitais totais via celular	47%
Transações processadas	38%
App Store Classificação	4.6/5

Comunicação proativa do cliente

O Sr. Cooper implementa estratégias automatizadas de comunicação, enviando 4,3 milhões de notificações digitais personalizadas mensalmente em relação ao status da conta, lembretes de pagamento e oportunidades de refinanciamento.

• Notificações personalizadas mensais: 4,3 milhões
• Canais de comunicação: email, SMS, mensagens no aplicativo
• Taxa de envolvimento do cliente por meio de comunicação proativa: 62%

Sr. Cooper Group Inc. (Coop) - Modelo de Negócios: Canais

Plataforma de hipoteca digital

A partir do quarto trimestre de 2023, a plataforma de hipoteca digital do Sr. Cooper processou 26.845 pedidos de empréstimo on -line, representando 62% do total de origens hipotecárias.

Métricas de plataforma digital	2023 desempenho
Pedidos de empréstimo on -line	26,845
Porcentagem de originação digital	62%
Tempo médio de processamento de empréstimo digital	14,3 dias

Aplicativo móvel

O aplicativo móvel de Cooper teve 487.000 usuários mensais ativos em 2023, com 3,8 milhões de downloads totais de aplicativos.

• Downloads de aplicativos móveis: 3,8 milhões
• Usuários ativos mensais: 487.000
• App Store Classificação: 4.2/5

Site da empresa

O site da empresa gerou 184.672 consultas de hipotecas exclusivas em 2023, com uma taxa média de conversão de 22%.

Métricas de desempenho do site	2023 dados
Consultas exclusivas de hipotecas	184,672
Taxa de conversão do site	22%
Visitantes mensais do site	1,2 milhão

Call centers

O Sr. Cooper opera 12 call centers com 2.345 representantes de atendimento ao cliente, lidando com 1,6 milhão de interações com os clientes em 2023.

• Número de call centers: 12
• Representantes de atendimento ao cliente: 2.345
• Interações anuais do cliente: 1,6 milhão
• Tempo médio de resolução de chamadas: 8,7 minutos

Rede de filiais

O Sr. Cooper manteve 128 filiais físicas em 37 estados em 2023, com US $ 12,4 bilhões em origens de empréstimos por meio de locais físicos.

Estatísticas da rede de filiais	2023 Detalhes
Ramos físicos totais	128
Estados com presença de ramo	37
Origenas de empréstimos de filial física	US $ 12,4 bilhões

Sr. Cooper Group Inc. (Coop) - Modelo de negócios: segmentos de clientes

Primeiros compradores de casas

A partir do quarto trimestre de 2023, os compradores iniciantes representaram aproximadamente 26% do volume de originação hipotecária do Sr. Cooper Group.

Características do segmento	Dados estatísticos
Idade média	33 anos
Valor médio do empréstimo	$275,000
Intervalo de pontuação de crédito	650-720

Refinanciando clientes

Os clientes de refinanciamento constituem 42% do portfólio total de hipotecas do Sr. Cooper Group em 2023.

• Tamanho médio do empréstimo de refinanciamento: US $ 345.000
• Pontuação de crédito típica: 740-780
• Motivação primária: taxas de juros mais baixas

Investidores imobiliários

O Sr. Cooper Group atende a aproximadamente 15% de sua base de clientes como investidores imobiliários.

Tipo de propriedade de investimento	Percentagem
Aluguel unifamiliar	68%
Propriedades multifamiliares	22%
Imóveis comerciais	10%

Proprietários de renda média

Os proprietários de renda média representam 35% da base de clientes do Sr. Cooper Group.

• Faixa anual da renda familiar: US $ 75.000 - US $ 125.000
• Valor da casa média: $ 325.000
• Termo hipotecário típico: taxa fixa de 30 anos

Indivíduos dignos de crédito que buscam empréstimos à habitação

Os solicitantes de empréstimos dignos de crédito representam 60% das origens hipotecárias do Sr. Cooper Group.

Categoria de pontuação de crédito	Porcentagem de candidatos
Excelente (750+)	35%
Bom (700-749)	25%
Justo (650-699)	40%

Sr. Cooper Group Inc. (Coop) - Modelo de negócios: Estrutura de custos

Manutenção de infraestrutura de tecnologia

Para o ano fiscal de 2023, o Sr. Cooper Group relatou despesas de tecnologia e processamento de dados de US $ 141,7 milhões.

Categoria de custo de tecnologia	Despesa anual
Infraestrutura de computação em nuvem	US $ 52,3 milhões
Sistemas de segurança cibernética	US $ 33,6 milhões
Licenciamento de software	US $ 25,8 milhões
É manutenção de hardware	US $ 30,0 milhões

Salários e benefícios dos funcionários

Em 2023, as despesas totais de compensação foram de US $ 271,4 milhões.

• Salários base: US $ 198,6 milhões
• Bônus de desempenho: US $ 42,3 milhões
• Benefícios de saúde e aposentadoria: US $ 30,5 milhões

Marketing e aquisição de clientes

As despesas de marketing de 2023 totalizaram US $ 87,2 milhões.

Canal de marketing	Gasto
Marketing digital	US $ 45,6 milhões
Publicidade tradicional da mídia	US $ 22,8 milhões
Programas de referência ao cliente	US $ 18,8 milhões

Despesas de processamento e manutenção de empréstimos

Os custos de manutenção de empréstimos para 2023 foram de US $ 223,5 milhões.

• Processamento de originação de empréstimos: US $ 89,4 milhões
• Infraestrutura de manutenção de empréstimos: US $ 67,2 milhões
• Gerenciamento padrão: US $ 66,9 milhões

Conformidade e custos regulatórios

As despesas relacionadas à conformidade em 2023 totalizaram US $ 62,3 milhões.

Categoria de conformidade	Custo anual
Relatórios regulatórios	US $ 24,6 milhões
Despesas legais e de auditoria	US $ 22,7 milhões
Treinamento de conformidade	US $ 15,0 milhões

Sr. Cooper Group Inc. (Coop) - Modelo de negócios: fluxos de receita

Taxas de originação hipotecária

Para o ano fiscal de 2023, o Sr. Cooper Group registrou um volume de originação de hipotecas de US $ 76,8 bilhões. A taxa média de originação varia entre 0,5% e 1% do valor total do empréstimo.

Métrica	Valor
Volume total de originação hipotecária	US $ 76,8 bilhões
Porcentagem de taxa de originação média	0.5% - 1%

Receita de juros de empréstimos hipotecários

No terceiro trimestre de 2023, o Sr. Cooper Group gerou receita de juros líquidos de US $ 178 milhões.

Período	Receita de juros líquidos
Q3 2023	US $ 178 milhões

Taxas de transação de refinanciamento

As taxas de transação de refinanciamento contribuíram com aproximadamente US $ 45 milhões para a receita em 2023.

Direitos de serviço e gerenciamento de portfólio

O Sr. Cooper Group gerencia um portfólio de serviços de hipoteca de aproximadamente US $ 660 bilhões a partir do terceiro trimestre de 2023.

Métrica do portfólio	Valor
Portfólio total de manutenção	US $ 660 bilhões

VENDA DE MELHORIA FINANCEIRA ADICIONAL

• Empréstimos para o patrimônio líquido
• Seguro de proteção contra hipotecas
• Serviços de título

A receita cruzada de produtos financeiros adicionais atingiu US $ 62 milhões em 2023.

Produto de venda cruzada	Contribuição da receita
Empréstimos para o patrimônio líquido	US $ 28 milhões
Seguro de proteção contra hipotecas	US $ 19 milhões
Serviços de título	US $ 15 milhões

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