Agent Desktop Redesign for Mr. Cooper’s Mortgage Servicing Team

The impact

Reduced servicing time for key mortgage workflows. Increased agent clarity and cut support training overhead. Shifted org mindset from reactive support toward proactive service delivery.

I embedded as PM with Pivotal Labs to co-deliver a redesign of Mr. Cooper’s mortgage servicing agent desktop, replacing a legacy interface that was slowing agents down with a phased, modern replacement built around the highest-volume workflows.

How we got there

Mortgage servicing agents handle some of the most sensitive customer conversations in financial services - payment histories, escrow disputes, documentation for deceased account holders. At Mr. Cooper, they were doing it through a dated interface that made every interaction harder than it needed to be. The UI was entangled with years of business logic, compliance constraints, and mental models that varied across the team.

I worked across business, design, and tech to untangle the complexity and define a scalable path forward. The approach was phased: start with the highest-volume tasks, build reusable UI patterns that could extend to other workflows, and ship incrementally so active agents weren’t disrupted mid-cycle. I facilitated cross-functional alignment sessions to surface the business rules that had to be reflected in the UI, then worked with the design team to create rule-driven display logic that hid complexity from agents without losing it in the system.

Compliance was a constant constraint, not an afterthought. We balanced legal requirements with real-world usability by working directly with operations leads to understand how agents actually worked under time pressure, then letting that inform what got simplified and what had to stay explicit.

What this built

• A faster, clearer agent experience for high-volume workflows. Agents spent less time navigating the system and more time resolving issues on first call.
• Reusable UI patterns for future expansion. The design system and rule-driven display logic built during this engagement gave the team a foundation to extend to other servicing workflows.
• An org-wide shift in how service tooling was conceived. The engagement helped move the conversation from maintaining legacy systems to proactively investing in agent experience as a service quality lever.