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Customer Experience Manager

2 months ago

Englewood, United States Cornerstone Servicing Full time

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.