Over the past eight years, Rob Cook has grown Discover Home Loans from a startup to the number one U.S. lender of home equity loans. In his role as vice president and chief marketing officer, Cook has led a digital transformation of the business that has delivered both market leadership and a best-in-class customer experience.
Cook’s leadership has been responsible for two elements that were essential to driving Discover Home Loans’ exponential growth. First, his marketing team developed personalized marketing programs across digital and direct marketing channels that have delivered higher returns on investment for the business while growing originations by 3o times in eight years. Additionally, Cook’s technology team has built a digital origination experience that has been designed to reduce friction across every touchpoint. Today, 90 percent of applications are initiated online and 99 percent of applicants use a proprietary secure website to manage their application. By incorporating self-service options beyond document collection, Discover’s online application allows customers to select which accounts they want to pay with their proceeds, provide income information, sign, and retrieve loan disclosures, and see status updates about their loan’s progress — all without having to speak to an agent. Customers who prefer to speak with an agent to complete their application have access to Discover’s 100% U.S.-based customer service.
Cook is also considered a thought leader in the home loans industry, contributing his expertise on the state of homeownership, trends, interest rates Federal Reserve decisions and inflation. He is regularly quoted in top media ranging from The Washington Post, CNET, Bankrate and HousingWire, to Better Homes & Gardens. He also serves on the project subcommittee of the Consumer Bankers Association’s Home Equity Lending Committee.
Name:
Rob Cook
Title:
Vice President & Chief Marketing Officer
Company Name:
Discover Home Loans
