Collections Supervisor

Job Details

Description

• No agencies or 3rd party Recruiters please. Thank you! ***
  
  

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 Collection Supervisor will be responsible for managing a unit of the Homeowner Assistance Team. This team works to establish contact with customers who are past due and/or experience financial hardship with a goal of setting the framework for a resolution. This individual will lead by example by embracing the concept of continuous improvement and ensure best in call mortgage loan servicing.

• Location: Englewood, CO
• Compensation: $65-75k/yr
  
  

Key Responsibilities

• Responsible for reinforcing confidence in CHL’s ability to provide best class care in mortgage loan servicing by active and effectively listening, strong problem-solving skills, and using positive language skills
• Lead and continually develop assigned team ensuring individual and departmental SLAs are achieved.
• Monitor and manage key performance indicators designed to achieve organizational goals.
• Stay up to date on investor, client, and product changes and effectively communicate with and train team members.
• Engaging with other CHL team members and departments as needed to fully resolve customer inquiries.
• Ability to identify improvement opportunities both within and outside of 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 skillset 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 experience in mortgage servicing.
• Minimum 2 years of experience leading a Contact Center Team.
• Minimum 2 years of experience in Customer Service.
• Must have 2 or more years supervisory experience with leadership abilities.
• Bi-lingual skills a plus.
• Experience with Business Purpose Loans, Non-QM products, and 2nd Liens preferred.
• Experience working with Microsoft Office Suite (Word, Excel, and Power Point).
• Ability to analyze data to identify opportunities for process improvement.
• 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 and respectfully
• 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.