Cornerstone Capital Bank · 4 weeks ago
Collections Supervisor
Houston, TX
Full-time
Onsite
Mid, Senior Level
$65K/yr - $75K/yr
2+ years expCornerstone Capital Bank is a leading mortgage servicer known for exceptional service and employee satisfaction. They are seeking a Collections Supervisor to manage the Homeowner Assistance Team, focusing on resolving customer inquiries and improving service quality.
Financial Services
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
Qualification
Required
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
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
Preferred
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)
Benefits
Full benefits package
Potential for a performance-based bonus
Company
Cornerstone Capital Bank
We are a team of dynamic, enthusiastic, and service-oriented individuals who want to make banking and mortgages easier for you.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Scott Almy
President and Chief Executive Officer
Dana Bustos - National Talent Matchmaker
Talent Acquisition Manager and Business Line Partner, VP
Company data provided by crunchbase