Objective

Mr. Cooper has multiple Investor, Client and Agency relationships spanning GSEs, Government, Sub-Servicing and Private Label partnerships. As the need to continually improve the business, the business hears from our Clients who want access to their portfolios to research, review trends and get real-time information about how their portfolios are performing.

The objective is to lay out the requirements for an Investor Portal which will enable our business partners to access information required for their portfolios. The goal is to improve Client Satisfaction, Marketability and Operational efficiency. Phase One includes improving Client Satisfaction by providing:

• Executive Customizable Dashboards that allow the end-user to drill down to a loan level.
• Access to Serviced loans through Loan Search capabilities.
• Improved Reporting capabilities with Current Day, Month, Trending and Forecasting.
• Secure File Store and Upload and Download Transfer to Clients.
 

My Role

Get to understand the business in-depth, as it's going to be the client's loan portfolio, analytics and snapshots of performance. Two major clients were selected and we started doing user research, ideations for MVP. And well the existing systems were just excel data & emails for communication. I had an opportunity to perform contextual enquiry since some user personas were our own portfolio managers.
 

The Challenge

Right from the start, this project had challenges. Let me explain:

• The users were from very different investors, and their reachability was not so easy.
• Minimal insights about how and what analysis has to be done.
• The existing system uses excels and emails for client interactions.
• With the huge volume of data, we're dealing with millions of home loans but the client should be able to drill down every single loan.
• The initial requirements were just Excel data for which we need to do Data Visualization.
• One great challenge was that each client was handled by different in-house portfolio managers & they have their unique style of handling them.
• The business doesn't have a clue as to how this should be presented.
• Technology was Power BI tool for reporting

 

Suggestions 
While doing the discovery, we felt the need to have the following modules included:

1. Communications Portal
   Out of just showing just the snapshot of portfolio performance, there was a need to have constant collaboration with the clients, to clarify the reports, queries etc.


2. Quality Analysis
   A module that was much required for backtesting things that were shared with the clients. This module was an internal tool that runs a rules engine, checks for gaps and creates a set of reports.

The Outcomes 
The discovery phase was really a successful journey. The deliverables were accepted and the development kicked off having Power BI as the technology. My suggestions were bought by the business which triggered Phase 2 & 3 for Communications Portal & Quality Assurance modules.

“Great work on taking the product to the finish line. Right from the ideation, solutioning and execution to bring the product to live, the team had the clarity to take the product to finish line with various challenges.

This execution demonstrated great collaboration between the teams across geographies at all levels.

Sincerely thank you all on the time stretched, ownership, commitment and producing a great quality product.

We will continue to excel our customer experience with better and innovative features. 

Thank you all again.”

— Naren Sundram (VP of Engineering)