Top Nationstar Mortgage Interview Questions and How to Answer Them

Getting hired at Nationstar Mortgage can be very competitive. With its reputation as one of the leading mortgage servicers in the U.S., many driven professionals want to work there. This makes acing the interview crucial if you want to stand out from other applicants.

In this article, we provide an overview of Nationstar Mortgage and the types of interview questions asked. We also offer sample responses to some of the most common questions to help you impress the hiring managers.

Overview of Nationstar Mortgage

Nationstar Mortgage also known as Mr. Cooper is a mortgage company headquartered in Dallas, Texas. It services over 3 million home loans amounting to around $500 billion.

Nationstar focuses on providing great service and keeping people in their homes. It aims to make the mortgage process as easy as possible for its customers.

Some key facts about Nationstar Mortgage:

• Founded in 1994
• Employs over 7,500 people
• Services loans for private investors and government agencies like Fannie Mae
• Known for technology innovations that enhance customer experience
• Ranked among top mortgage servicers and lenders nationwide

Nationstar Mortgage Interview Process

The interview process at Nationstar Mortgage typically involves:

1. Initial online screening test or application
2. One or more technical interviews
3. Manager interview
4. Final interview with senior leadership

The interviews assess both hard and soft skills relevant to the role. Technical roles like software developers may also have a coding test.

Nationstar wants people who can provide good customer service, communicate well, solve problems, pay close attention to details, and work well in a fast-paced environment.

Common Nationstar Mortgage Interview Questions

In Nationstar Mortgage interviews, these are some of the questions that are asked most often, along with tips on how to answer them:

1. Why do you want to work for Nationstar Mortgage?

This question tests your knowledge about the company and how motivated you are to work there specifically. The interviewer wants to gauge your passion.

Sample Response: I’m very interested in working for Nationstar Mortgage because of your reputation as an industry leader in mortgage servicing and your focus on creating an exceptional customer experience. Your company values like “obsess about the customer” and use of innovative technology align with my personal approach of putting the customer first and continuously improving processes. I’m passionate about contributing to Nationstar’s mission of helping homeowners and making mortgage servicing smooth. With my background in customer service and process improvement, I believe I would thrive in this culture.

2. What do you know about our company?

With this question, the interviewer wants to see if you’ve done research on Nationstar Mortgage’s background, services, mission and values. It shows your genuine interest.

Sample Response: From my research, I know that Nationstar Mortgage is one of the largest non-bank mortgage servicers in the U.S. You service loans on behalf of investors like Fannie Mae and also have a portfolio of your own loans. Nationstar prides itself on providing top-notch customer service through constant innovation. For instance, you allow customers to easily access their account information and make payments through your website and mobile app. Your company culture focuses on transparency, ethics and empowering employees to identify issues and drive improvements. Overall, Nationstar has built a reputation for transforming the mortgage experience through technology and customer-centric values.

3. How would you handle an angry customer calling with a complaint about their loan payment being misapplied?

This scenario-based question tests your customer service skills and ability to calmly resolve issues. The interviewer wants to see your problem-solving approach.

Sample Response: In this situation, I would first empathize with the customer’s frustration and apologize for the error. I would ask questions to understand exactly what happened and verify their account details to research the payment issue. If I could quickly identify the problem, I would explain it to the customer and the steps being taken to fix it. If not, I would assure them I am escalating this issue and will continue following up until there is a resolution. Throughout the call, I would maintain a patient, understanding tone, reaffirming my commitment to resolving their problem as efficiently as possible. Following the call, I would work with appropriate teams to get the payment applied correctly, and follow up with the customer to ensure they are now satisfied.

4. How do you stay up-to-date on mortgage industry trends and regulations?

This question evaluates your commitment to learning and professional development in this fast-changing industry. It demonstrates self-motivation.

Sample Response: I recognize the importance of constantly developing my mortgage industry knowledge in order to provide the best service. I make it a habit to read industry publications like National Mortgage Professional Magazine, HousingWire, and The MReport regularly. I also signed up for newsletters from the Mortgage Bankers Association and Consumer Finance Protection Bureau to get the latest on regulations and trends. Whenever possible, I try to attend local industry events, seminars and webinars. At work, I collaborate with colleagues to share knowledge and discuss new developments that impact our roles. I’m also enrolled in online courses related to mortgage lending to expand my understanding. Staying up-to-date is crucial for succeeding in this industry.

5. Tell me about a time you had to adjust to changes in regulations or business processes. How did you handle it?

Here the interviewer wants to know how you deal with change. It tests your adaptability and critical thinking skills when processes must be relearned.

Sample Response: In my last role, we experienced a major change when new servicing regulations came into effect for delinquent loans. There were many new requirements that significantly impacted our loss mitigation processes. I handled this change by first putting in extra time to fully understand the new regulations and how our processes would need to adapt. I worked closely with our compliance team to rewrite procedures and determine what system updates were needed for implementation. During the transition period, I focused on training staff by creating short learning guides and holding group Q&A sessions to ensure everyone could apply the new regulations correctly. Throughout the process, I had to explain the changes frequently to customers as well to set new expectations. It was a major adjustment, but by giving it the time and focus it required, I was able to implement those regulatory changes smoothly for both our business and our customers.

6. Describe a time you had to interact with an external partner or vendor. What was the situation and outcome?

This behavioral question evaluates your ability to collaborate and communicate with outside entities to accomplish goals. Give a specific example.

Sample Response: In my last role, I had to coordinate with our document management vendor when we were upgrading to their latest software system. I served as the main liaison between our internal IT team and the vendor’s implementation team. When issues came up, like missing requirements or schedule conflicts, I facilitated discussions to find solutions. During testing, I worked closely with their tech team to identify bugs and troubleshoot problems. I also coordinated training webinars delivered by the vendor for our staff. Throughout the project, I focused on keeping all stakeholders updated. In the end, we implemented the new document management system on time with minimal disruption to our operations. This demonstrated my ability to serve as the central point of contact and effectively collaborate cross-functionally.

7. What is your greatest professional achievement?

With this question, the interviewer wants to understand your career highlights and assess what motivates you. Focus on examples relevant to the role.

Sample Response: My greatest professional achievement so far has been successfully launching a customer self-service portal in my last company. I led the project from initial proposal through to rollout. I handled everything from gathering requirements, coordinating with different departments, managing a remote development team to develop the platform, creating training materials and guides for employees and customers, and monitoring performance post-launch. Within 6 months after rolling it out, over 60% of our customers had signed up and we saw impressive satisfaction scores. It was incredibly rewarding to bring such a complex project to life and see firsthand how it improved the customer experience. This experience reflects my ability to steer major initiatives from start to finish.

8. Where do you see yourself professionally in 5 years?

This question gauges your career ambitions and interest in growing with the company long-term. Show you’ve given thought to your development.

Sample Response: Professionally, in 5 years, I see myself in a position managing a team of loan officers or processors in a mortgage production role. I aim to strengthen my leadership and coaching skills during that time so I can guide my team members to keep improving processes and exceeding goals. I also hope to expand my mortgage knowledge into new areas like home equity lending. I’m very interested in professional development opportunities, so further education through certifications or training is definitely part of my 5-year plan too. Most importantly, I see myself advancing at a company like Nationstar where I can make meaningful contributions to the business while also developing my skills and career. The chance to progress and learn here excites me.

9. How do you motivate team members when working on an important deadline?

This question tests your leadership and teamwork abilities. The interviewer wants to know how you rally people around a shared goal.

Sample Response: When working towards an important deadline