Customer Communications Supervisor

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

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K

Paid Parental Leave

Short-Term Disability

Long-Term Disability

Flexible Spending Account

Health Savings Account

Basic Life Insurance

Voluntary Life Insurance

Performance Bonus

Job summary

Cornerstone Servicing, a division of Cornerstone Capital Bank, seeks a Customer Communications Supervisor to lead the drafting, mapping, testing, and maintenance of customer communications across channels in Englewood, CO.

Role requires 7+ years in communications with at least 2 years in leadership, strong regulatory interpretation, and project management. Onsite work with competitive compensation and benefits is offered.

Qualifications

• High School Diploma, GED or equivalent required; bachelor’s degree preferred in communications, business administration, or related field.
• Minimum of 7 years in a communications-related role, with at least 2 years in a supervisory or team lead capacity.
• Proven ability to interpret complex policies and regulatory requirements to produce compliant customer communications.
• Strong project management skills with ability to prioritize multiple initiatives and meet deadlines.

Responsibilities

• Supervise the Customer Communications team, providing leadership, coaching, and performance feedback to ensure effective execution.
• Oversee end-to-end process of communication development—review, interpretation, drafting, mapping, testing, and deployment—across channels (email, mail, website, chat, SMS, scripting).
• Interpret and apply company policies, investor guidelines, and regulatory requirements to ensure compliant, clear customer communications.
• Serve as liaison between internal units, compliance teams, and third-party vendors to coordinate needs and updates.
• Review and approve communication templates for consistent tone, branding, and messaging.
• Manage relationships with print and electronic vendors to ensure quality and timely deliverables.
• Lead cross-functional projects to improve processes, tools, and templates related to communications.
• Oversee QA testing of channels and systems to ensure accuracy before deployment.
• Monitor workload, resources, and metrics to meet department goals and SLAs.
• Perform other duties and special projects as assigned.

Skills

Leadership

Project management

Interpersonal communication

Regulatory interpretation

Vendor management

Education

High School Diploma or GED

Bachelor's degree in Communications or Business Administration

Tools

Microsoft Office Suite

Visio

Job 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:

Cornerstone Servicing is seeking a Customer Communications Supervisor to lead and oversee the development, execution, and continuous improvement of customer communications across all service channels. This role supervises a team responsible for drafting, mapping, testing, and maintaining customer communications while ensuring alignment with regulatory requirements, investor guidance, and company policies. The ideal candidate will combine strategic oversight with hands‑on management to ensure timely, accurate, and engaging customer communications that reinforce Cornerstone's commitment to service excellence.

• Location: Onsite daily in Englewood, CO
• Compensation: $80-95k

Key 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).
• Independently interpret and apply company policies, investor guidelines, and regulatory requirements to ensure all communications are compliant, clear, and customer focused.
• Serve as the primary liaison between internal business units, compliance teams, and third‑party vendors to coordinate communication needs, requirements, and updates.
• Review and approve communication templates, ensuring consistent tone, branding, and messaging across all channels.
• Manage vendor relationships related to customer communications, including print and electronic communication vendors, to ensure quality and timeliness of deliverables.
• Lead and participate in cross‑functional projects focused on improving communication processes, tools, and templates.
• Oversee quality assurance testing of communication channels and systems to confirm functionality and accuracy before deployment.
• Monitor and evaluate team workload, resource allocation, and performance metrics to meet departmental goals and service level standards.
• Perform other job‑related duties and special projects as assigned.

What you'll need to be successful:

• High School Diploma, GED, or equivalent experience required; bachelor's degree in communications, Business Administration, or a related field preferred.
• Minimum of 7 years of experience in a communications‑related role, with at least 2 years in a supervisory or team lead capacity.
• Proven ability to interpret complex policies and regulations to produce compliant customer communications.
• Strong project management skills, including the ability to prioritize multiple initiatives and meet tight deadlines.
• Demonstrated experience with change management and process improvement.
• Exceptional interpersonal, verbal, and written communication skills with the ability to communicate clearly and professionally across all organizational levels.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and working knowledge of Visio.
• Experience managing vendor relationships and overseeing deliverables.
• Ability to work effectively under pressure in a fast‑paced environment while maintaining high standards of accuracy and professionalism.

What we offer:

Because we recognize and reward hard work, we offer a competitive salary, Medical, Dental, Vision, , Accidental Death, Long-Term Disability, Short-Term Disability, FSA, HSA, 401K, Basic Life, Voluntary Life, and Paid Parental Leave benefits, as well as the opportunity for a performance based bonus based on position and department.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.