Collections Supervisor

***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:

The Collection Supervisor will be responsible for managing a unit of the Homeowner Assistance Team. This team works to establish contact with customers who are past due and/or experience financial hardship with a goal of setting the framework for a resolution. This individual will lead by example by embracing the concept of continuous improvement and ensure best in call mortgage loan servicing.

• Location: Galleria area, Houston, TX
• Compensation: $65-75k/yr

Key Responsibilities:

• Responsible for reinforcing confidence in CHL's ability to provide best class care in mortgage loan servicing by active and effectively listening, strong problem-solving skills, and using positive language skills
• Lead and continually develop assigned team ensuring individual and departmental SLAs are achieved.
• Monitor and manage key performance indicators designed to achieve organizational goals.
• Stay up to date on investor, client, and product changes and effectively communicate with and train team members.
• Engaging with other CHL team members and departments as needed to fully resolve customer inquiries.
• Ability to identify improvement opportunities both within and outside of assigned team to mitigate future customer inquiries and improve overall customer experience.
• Regularly interacts with customers to ensure full and complete resolution of customer inquiries.
• Continuously improve knowledge base and skillset to ensure maximum level of customer satisfaction and world class customer experience.
• Perform other job-duty related issues as assigned.

What you'll need to be successful:

• High School Diploma, GED, or equivalent experience.
• Minimum 2 years of experience in mortgage servicing.
• Minimum 2 years of experience leading a Contact Center Team.
• Minimum 2 years of experience in Customer Service.
• Must have 2 or more years supervisory experience with leadership abilities.
• Bi-lingual skills a plus.
• Experience with Business Purpose Loans, Non-QM products, and 2^nd Liens preferred.
• Experience working with Microsoft Office Suite (Word, Excel, and Power Point).
• Ability to analyze data to identify opportunities for process improvement.
• Strong phone etiquette while having a passion for taking care of customer needs with exceptional customer service skills
• Strong problem-solving skills with solid analytical skills with the ability to exercise prudent judgment
• Exceptional organization and time management a must
• Comfortable being a team player
• Strong interpersonal skills in addition to verbal/written communication
• Ability to work through stressful situations professionally and respectfully
• Attention to detail

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.