Customer Care Supervisor

About the role

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. The Customer Care Supervisor role is responsible for leading a world-class customer care team.

The Customer Care Supervisor 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.

Responsibilities

• Reinforce 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
• Engage with other CHL team members as needed to fully resolve customer inquiries
• Identify improvement opportunities both within and outside of the assigned team to mitigate future customer inquiries and improve overall customer experience
• Regularly interact 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

Requirements

• 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

Benefits

Because we recognize and reward hard work, we offer a competitive salary, a full benefits package, and the potential for a performance-based bonus.