Customer Communications Lead — Channel & Compliance

Cornerstone Servicing; Englewood (CO); On-site; USD 80,000 - 95,000; Full time

Job summary

Cornerstone Servicing, a division of Cornerstone Capital Bank, is seeking a Customer Communications Supervisor to lead development, testing, and maintenance of customer communications across service channels. This role supervises a team responsible for drafting, mapping, testing, and maintaining communications while ensuring alignment with regulatory requirements and company policies.

The ideal candidate will combine strategic oversight with hands-on management to ensure timely, accurate, and

Qualifications

• 7+ years of experience in a communications-related role, with at least 2 years in a supervisory or team lead capacity.
• Ability to interpret complex policies and regulations to produce compliant customer communications.
• Strong project management skills, with the ability to prioritize multiple initiatives and meet tight deadlines.
• Exceptional interpersonal, verbal, and written communication skills.

Responsibilities

• Supervise the Customer Communications team, providing leadership, coaching, and performance feedback to ensure effective execution of responsibilities.
• Oversee the end-to-end process of communication development—including review, interpretation, drafting, mapping, testing, and deployment across multiple channels (email, written correspondence, customer website, chat, SMS, and scripting).
• Interpret and apply company policies, investor guidelines, and regulatory requirements to ensure compliant, clear, customer-focused communications.
• Serve as the primary liaison between internal business units, compliance teams, and third-party vendors to coordinate communication needs and updates.
• Review and approve communication templates for consistent tone, branding, and messaging across channels.
• Manage vendor relationships related to customer communications, including print and electronic vendors.
• Lead cross-functional projects to improve communication processes, tools, and templates.
• Oversee quality assurance testing of channels and systems before deployment.
• Monitor workload, resource allocation, and performance metrics to meet SLAs.

Skills

Leadership

Communication

Project management

Vendor management

Regulatory compliance

MS Office

Visio

Education

Bachelor’s degree in communications or related field

Tools

Microsoft Visio

Microsoft Excel

PowerPoint

Job description

Cornerstone Servicing, a division of Cornerstone Capital Bank, is seeking a Customer Communications Supervisor to lead development, testing, and maintenance of customer communications across service channels. This role supervises a team responsible for drafting, mapping, testing, and maintaining communications while ensuring alignment with regulatory requirements and company policies.

The ideal candidate will combine strategic oversight with hands-on management to ensure timely, accurate, and