As executive vice president, Nicole Beattie leads servicing at Rocket Mortgage, and she has been with the organization for more than 17 years. Beattie and her team managed a portfolio of more than $467 billion in serviced loans in the first quarter of 2021, a massive amount of volume, while maintaining an impressive level of client experience. As a result, Rocket Mortgage is the country’s fifth-largest mortgage servicer.
For all four years that she has led the team, J.D. Power has named Rocket Mortgage the nation’s top mortgage servicer for client satisfaction — and has received the accolade a total of eight years, every year the company was eligible. These awards, coupled with an unmatched 90-plus percent retention rate as of the first quarter, represent her leadership and commitment to the industry and the homeowners that Rocket serves.
Thanks to Beattie’s proactive work in 2020, her team was able to educate Rocket Mortgage’s serviced clients who were impacted by the pandemic and help them decide the best solutions for their specific situation. As the pandemic began to affect homeowners, Rocket Mortgage released an automated system to quickly assist them. While many lenders were experiencing several-hour wait times, Rocket Mortgage clients were able to log in to an online portal containing educational resources and an online solution to apply for a forbearance plan. Beattie and her team exemplified the difference it can make when a mortgage servicer provides best-in-class technology and caring team members — both of which resulted in forbearance rates 35% lower than the industry average.
What one habit has made a crucial difference in your success?
“I have built a strong habit of prioritizing my time to get maximum value and output. A mentor of mine once told me that what you choose to spend your time working on is equally as important as what you choose not to spend your time working on.”