Customer Communications Supervisor

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

***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.