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Who we are:
Cornerstone Servicing, a division of Cornerstone Capital Bank, is a best-in-class mortgage servicer with a reputation for amazing service, customer satisfaction, employee retention and happiness! We employ people who are passionately committed to Cornerstone's Mission, Vision & Core Convictions.
We honor God by using our talents to make a positive difference in the lives of our Team Members, Clients, Shareholders, Communities, and the People who provide services to us.
Who we are looking for:
The Customer Care Supervisor role is responsible for leading a world-class customer care team. In addition to supporting their core Customer Care team, this position will engage with customers regularly and be proficient in interacting and collaborating with other areas to ensure customer inquiries are fully resolved. They will also lead by example by embracing the concept of continuous improvement and ensure best in call mortgage loan servicing.
Key Responsibilities:
- Responsible for reinforcing confidence in CHL's ability to provide best-in-class care in mortgage loan servicing by active and effective listening, strong problem-solving skills, and using positive language skills
- Monitor and continually develop assigned team
- Engaging with other CHL team members as needed to fully resolve customer inquiries
- Ability to identify improvement opportunities both within and outside of the assigned team to mitigate future customer inquiries and improve overall customer experience
- Regularly interacts with customers to ensure full and complete resolution of customer inquiries
- Continuously improve knowledge base and skill set to ensure maximum level of customer satisfaction and world-class customer experience
- Perform other job-duty related issues as assigned
What you'll need to be successful:
- High School Diploma, GED, or equivalent experience
- Minimum 2 + years of leading a Contact Center Team(s)
- Minimum 2 + years of experience in mortgage servicing
- Minimum 2 + years of experience in Customer Service
- Bi-lingual skills a plus
- 2 + years of supervisor experience with leadership abilities
- Strong phone etiquette while having a passion for taking care of customer needs with exceptional customer service skills
- Strong problem-solving skills with solid analytical skills with the ability to exercise prudent judgment
- Exceptional organization and time management a must
- Comfortable being a team player
- Strong interpersonal skills in addition to verbal/written communication
- Ability to work through stressful situations professionally
- Attention to detail
What we offer:
Because we recognize and reward hard work, we offer a competitive salary, a full benefits package, and the potential for a performance-based bonus.
What to do next:
If Cornerstone sounds like the place for you (and if you have the qualifications, drive, and passion to match), we invite you to become a member of our winning team! And remember, once you're a part of our Cornerstone team, we'll continue to invest in you as a valuable asset to our company. As many of our team members can tell you, there's something special about working at Cornerstone.
As an Equal Opportunity Employer, the Company prohibits discrimination against any applicant or Team Member based on any legally- recognized basis, including, but not limited to race, color, religion, sex, pregnancy (including lactation, childbirth or related medical conditions), sexual orientation, gender identity and expression, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any Team Member, including supervisors and co-workers. This policy applies to all aspects of employment, including recruitment, advancement, promotion, demotion, discipline, layoff, termination, salary and wage consideration and Team Member benefits.
As such, all Team Members are expected to embrace our corporate philosophy that supports fairness and respect for everyone. It is the responsibility of ALL Team Members to conduct themselves in a manner that reflects the high standards of quality and professionalism our Team Members, and that our customers have come to expect. Equally important is the fair and equitable treatment of fellow Team Members and of our clients. The Company will not permit, condone, or tolerate prohibited discrimination in any form.