Customer Communications Supervisor

Ultipro; Englewood, Northern (CO, KY); Hybrid; USD 80,000 - 95,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K

Paid Parental Leave

Bonuses

Short-Term Disability

Long-Term Disability

Job summary

Cornerstone Servicing, a division of Cornerstone Capital Bank, seeks a Customer Communications Supervisor to lead the drafting, testing, and deployment of customer communications across multiple service channels. The role ensures regulatory alignment and policy compliance while managing a skilled team in Englewood, CO.

You will supervise a team, oversee end-to-end messaging development, and collaborate with compliance and vendor partners to maintain quality and timeliness.

Qualifications

• High School Diploma or equivalent required; bachelor’s preferred in communications or related field.
• Minimum 7 years in a communications-related role with 2+ years in supervision.
• Ability to interpret complex policies to produce compliant communications.
• Strong project management to prioritize multiple initiatives and deadlines.
• Experience with change management and process improvement.
• Excellent verbal and written communication, interpersonal skills.
• Proficient in MS Office; working knowledge of Visio; vendor management experience.

Responsibilities

• Supervise the Customer Communications team, providing leadership and feedback.
• Oversee end-to-end communication development across channels (email, web, SMS, chat).
• Ensure communications comply with policies, investor guidance, and regulations.
• Coordinate with internal units and vendors to align requirements and updates.
• Review and approve templates for consistent tone and branding.
• Lead cross-functional projects to improve processes and tools.

Skills

Team leadership

Project management

Policy interpretation

Compliance awareness

Communication skills

Vendor management

Interpersonal skills

Writing skills

Education

High School Diploma

Bachelor’s degree in communications or related field

Tools

Microsoft Office Suite

Visio

Job description

• Pay or shift range: $80,000 USD to $95,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description

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 honorGodby using our talents to make apositive differencein the lives of our Team Members, Clients, Shareholders, Communities, and the People who provide services to us.

Who we are lookingfor:

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.