Cornerstone Capital Bank
Customer Experience Manager Digital Communications
Cornerstone Capital Bank, Englewood, Colorado, us, 80151
Description
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 Experience Manager - Digital Communications is responsible for the oversight of all digital communication channels extending to both external and internal customers. This includes design and build out of process flows, volume balancing, continuous team member development and support as well as ensuring a quality, professional and efficient response across all digital communication channels.
Location:
Onsite daily in Englewood, CO
Compensation:
$65-95k/yr
Key Responsibilities:
Manages all aspects of the organization's digital communication policies
Manages and establishes protocols and procedures relating to how team members relate to and assist customers
Ensure all Key Performance Indicators are met
Develops long/short term customer service objectives and continuously monitors procedures to ensure these are met by staff
Stays current with state and federal regulations
Develops and manages the annual operating budget within financial objectives and in a manner that ensures services goals are met
Encourages staff development and training
Hires, trains, coaches, counsels, and evaluates the performance of direct reports
Additional job duties as required
What you'll need to be successful:
Bachelor's Degree preferred or equivalent work experience
Minimum 3+ years experience in Mortgage/Servicing Compliance
Minimum 5-8 years of experience in mortgage origination and servicing
Minimum 5 years' experience in management
Must have skills in conflict management, time management, and team management
Organized with good problem-solving, analytical, and multi-tasking skills
Exceptional interpersonal skills in addition to verbal/written communication
Ability to work through stressful situations professionally
Ability to identify solutions and ensure progress in the deep understanding of project and customer management
High attention to detail
Comfortable in actively participating in a team environment
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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 Experience Manager - Digital Communications is responsible for the oversight of all digital communication channels extending to both external and internal customers. This includes design and build out of process flows, volume balancing, continuous team member development and support as well as ensuring a quality, professional and efficient response across all digital communication channels.
Location:
Onsite daily in Englewood, CO
Compensation:
$65-95k/yr
Key Responsibilities:
Manages all aspects of the organization's digital communication policies
Manages and establishes protocols and procedures relating to how team members relate to and assist customers
Ensure all Key Performance Indicators are met
Develops long/short term customer service objectives and continuously monitors procedures to ensure these are met by staff
Stays current with state and federal regulations
Develops and manages the annual operating budget within financial objectives and in a manner that ensures services goals are met
Encourages staff development and training
Hires, trains, coaches, counsels, and evaluates the performance of direct reports
Additional job duties as required
What you'll need to be successful:
Bachelor's Degree preferred or equivalent work experience
Minimum 3+ years experience in Mortgage/Servicing Compliance
Minimum 5-8 years of experience in mortgage origination and servicing
Minimum 5 years' experience in management
Must have skills in conflict management, time management, and team management
Organized with good problem-solving, analytical, and multi-tasking skills
Exceptional interpersonal skills in addition to verbal/written communication
Ability to work through stressful situations professionally
Ability to identify solutions and ensure progress in the deep understanding of project and customer management
High attention to detail
Comfortable in actively participating in a team environment
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)