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60 "As the leading non-bank servicer, change has to start with us, and now our goal is to completely transform our company and the industry," Bray told DS News in August. "Monumental change like that is no easy task, so we knew we needed to start from the inside out." But what exactly does that mean for the organization? And how will Ebers' presence make a difference for the end-user? According to the COO himself, there are significant changes afoot. Ebers, who came to Nationstar in 2015 from Black Knight's ServiceLink, brings more than two decades of industry experience to his new role. And though he's spent time with major players like OneWest Bank, IndyMac, and more, according to Ebers, the opportunity to affect change has never been bigger. "I've always had a passion for technology and operations, particularly in the financial services space," Ebers said. "It's been in my DNA for as long as I can remember, and my 25-year career has spanned across the industry from originations to servicing to real estate transaction services. But I have never been more excited than I am now. Nationstar, with our Mr. Cooper and Xome brands, has a big opportunity to truly transform the home loan industry and the journey for homeowners." From creating a more holistic customer experience to better merging the strength of all brands under the Nationstar umbrella, Ebers has significant plans in the works. "As one of the nation's largest home loan servicers, we recognized that there is a huge opportunity to lead our industry and transform the homeownership experience for the better," Ebers said. "We can't operate in silos with a distinction between originations and servicing; our customers don't see the mortgage process that way. So, we're working to create a best- in-class, holistic customer experience, and I'm excited to lead that effort as COO." For his employees, that combined effort will mean more collaboration and a better handle on key success metrics. "A big part of leadership is allocating resources—people, process, technology and capital," Ebers said. "So most days will involve collaborating with business leaders on how to improve the customer and team member experience while driving service excellence. My goal is to help our business unit leaders identify opportunities that will have the biggest impact while carefully designing success metrics to optimize results." Ebers also hopes to ensure employee satisfaction because, as he puts it, "happy team members lead to happy customers, and that's good for business. We want to do everything we can to make Mr. Cooper a place our team members want to come to work." On the customer end, Mr. Cooper users can expect what Ebers calls a "more unified, holistic customer experience" with him at the helm. "Our ultimate goal is to give our customers tools and technology that put the home, rather than the loan, at the center of their experience with us," he said. "I believe we have the right people and assets in place to create customers for life." FULL STEAM AHEAD But the changes for Nationstar didn't stop there. Since the rebranding, the organization has continued to make headlines. In February, the company announced plans to merge with WMIH Corp.—the holding company that owned the now-defunct Washington Mutual Bank. Two months later, the company launched a new web and mobile-based loan tracker, as well as a design thinking initiative to develop more mobile-friendly mortgage solutions. Around the same time, Mr. Cooper also implemented a constant customer feedback loop to test and refine product strategies across the organization. "Mr. Cooper is out to change the experience of homeownership for our customers, giving them the technology, tools, and information they need to better understand their home as an asset and a key part of their overall wealth," Bray said. In an industry too-often known for its slow- to-change ways, Nationstar is standing out with its evolving tech, innovative new approaches, and wave-making hires. And judging by the company's 2018 first quarter financial results, it "We can't operate in silos with a distinction between originations and servicing; our customers don't see the mortgage process that way. So, we're working to create a best-in-class, holistic customer experience, and I'm excited to lead that effort as COO."

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