Customer Care Supervisor

Cornerstone Servicing

Houston (TX)

On-site

USD 57,435 - 95,550

Full time

14 days+

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Benefits offered by this job

Competitive salary

Full benefits package

Performance-based bonus potential

Job summary

Cornerstone Servicing is looking for a Customer Care Supervisor to lead their customer care team, ensuring high-quality service in mortgage loan servicing. This role involves monitoring team performance, engaging with customers, and identifying areas for improvement to enhance service quality. The ideal candidate will possess strong problem-solving abilities, exceptional customer service skills, and experience leading a contact center team, all while fostering a positive team environment.

Qualifications

2+ years of experience in mortgage servicing.
Minimum 2+ years of leading a Contact Center Team.
Bilingual skills a plus.

Responsibilities

Monitor and develop assigned team for continuous improvement.
Engage with customers regularly to ensure complete resolution.
Identify improvement opportunities to enhance customer experience.

Skills

Customer Service

Problem Solving

Time Management

Interpersonal Skills

Education

High School Diploma or GED

Job description

2 days ago Be among the first 25 applicants

***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 Customer Care Supervisor role is responsible for leading a world-class customer care team. In addition to supporting their core Customer Care team, this position 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

Key Responsibilities:

Responsible for reinforcing 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
Engaging with other CHL team members as needed to fully resolve customer inquiries
Ability to identify improvement opportunities both within and outside of the 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 skill set 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 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

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.

Seniority level