Empower Support Associate

Cornerstone Capital Bank; Denver (CO); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company dedicated to making a positive difference in the lives of its team members and clients. As an Empower Support Associate, you will provide vital Tier I support to the Production and Operations teams, addressing loan-level issues with a focus on exceptional customer service. This role requires strong communication skills, problem-solving abilities, and a detail-oriented approach. With a commitment to employee growth and satisfaction, this organization values its staff as key assets, ensuring a supportive and rewarding work environment. If you're ready to contribute to a team that prioritizes excellence and collaboration, this opportunity is for you.

Benefits

Competitive Salary

Full Benefits Package

Performance-Based Bonus

Qualifications

• Strong written and verbal communication skills required.
• Knowledge of mortgage products and fee calculations is essential.

Responsibilities

• Provide Tier I support to Production/Operations team members.
• Resolve loan-level issues and ensure excellent customer service.

Skills

Customer Service Skills

Written Communication

Verbal Communication

Problem-Solving

Mortgage Knowledge

Technical Savvy

Organizational Skills

Teamwork

Tools

MS Office

Empower

Job description

Description

***No agencies or 3rd party Recruiters please. Thank you! ***

Who we are:

Cornerstone Home Lending, a division of Cornerstone Capital Bank, is a unique national home lender with a reputation of amazing service, customer satisfaction, employee retention, and happiness. We employ people who are passionately committed to Cornerstone's Mission, Vision & Core Convictions. Our brand is known for on-time closings - a key core conviction of Cornerstone. We have successfully navigated our company through many industry cycles and changes in regulations.

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 Empower Support Associate is a member of the Empower Help Desk support team providing Tier I level support to Production / Operations team members.

Provide support and assistance to customers facing issues from internal team members with loan products, loan-level Empower issues or services. This includes answering questions, troubleshooting technical problems, and resolving complaints, all while ensuring a positive customer experience. Responsible for assisting Production / Operations team members on a day-to-day basis with Empower loan level related issues. Ensure timely, accurate answers to inquiries and escalate Tier 2/3 issues to the Product team.

Possess sound customer service skills, a positive attitude when working with others and have a helpful spirit when finding solutions. Individuals are knowledgeable in mortgage originations, technically savvy, detail oriented and sound problem solving / communication skills

Need to be available for weekend rotation.

• 
  
  
  
  • 7:00 am (central) to 7:00 pm (central) Weekdays
  
  
  • 9:00 am (central) to 6:00 pm (central) Saturday
  
  
  • Noon (central) to 6:00 pm (central) Sunday
  
  
  
  

Key Responsibilities:

• Address Production / Operations team members email and calls for loan level related problems, providing resolution.


• Provide excellent customer service to end users by communicating all stages of progress in resolution of the reported problem.


• Research, resolve these inquiries related to loan level issues.

What you'll need to be successful:

• Strong written and verbal communication skills


• Teamwork and customer service necessary


• Initiative-taking and energetic


• Strong computer and technology-related skills


• Professional demeanor


• Knowledge of Mortgage Products, Fee's, Income Calculation, Disclosing, TRID


• Must be extremely organized.


• DU/ LPA Knowledge


• Computer savvy and strong ability to pick up quickly on new systems.


• Possess strong knowledge of MS Office


• Strong mortgage / origination knowledge


• Ability to follow up with multiple tasks / cases daily.


• Able to work independently and proactively, prioritizing workload and manage multiple tasks throughout the day while keeping your cool

• Experience in Empower is a plus.


• Able to work independently and proactively, prioritize workload and manage multiple tasks.

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.

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.