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We’re hiring Customer Service Agents in El Paso, Texas! Join us and get a $1k sign-on bonus, up to $1k in monthly incentives, and flexible PTO! No mortgage experience required! View bilingual customer service roles here!
Are you looking to work from home and build an awesome career? If so, the Customer Service Associate position may be the perfect fit for you! Samantha Allen, who was recently promoted to Customer Service Manager, used the tools and training provided to create her own unique career path. Read on to find out more about Samantha’s career journey in customer service at Mr. Cooper.
What has been your career trajectory at Mr. Cooper?
I was a travel agent, but once the pandemic began, my career came to a halt. I found a new career at Mr. Cooper as a Customer Service Associate. When joining the Mr. Cooper Group, I knew absolutely nothing about mortgages! However, Mr. Cooper provided all the training and tools necessary for me to succeed and continue my growth in the company.
Within two months of handling customer service calls, I moved to our Loss Mitigation department to help our members find solutions to keep their homes during this difficult time. Within eight months of that new role, I became an Executive Resolutions Agent for our Loss Mitigation department, helping fellow agents with their calls and handling escalated issues.
After three months of hard work in that role, I was promoted to Customer Service Manager. I cannot thank my colleagues and management team enough.
What were you most excited about when you first joined the Mr. Cooper team?
I really enjoy a challenge and learning new things every day. Since I did not know anything about the mortgage industry, I knew I’d be challenged each day.
What do you like most about being part of the customer service team—what inspires you to do the work you do?
I enjoy being able to assist our customers and promptly resolve their issue. I view each issue as a mini scavenger hunt. It is rewarding to understand the problem and discover the appropriate solution for the customer. Being a champion for our customers at Mr. Cooper is what inspires me.
What would you tell someone who is on the fence about making the move to Mr. Cooper?
I would tell them my story and show them the journey I have created here! I would encourage them that Mr. Cooper supports growth and provides all the necessary tools for you to create your own career path.
On hard days, how do you pick yourself back up to be able to encourage others on your team?
I am a very aware individual and practice mindfulness each day. I believe that days are only difficult if that is your perception. I perceive those days as a challenge. One is not defined solely by what one achieves, but what one survives.
