Customer Care Supervisor

Houston, TX - Corporate
1177 West Loop South
Suite 700
Houston, TX 77027, USA

• Pay or shift range: $55,000 USD to $65,000 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.

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 Customer Care Supervisor role is responsible for leading a world-class customer care team. In addition to supporting their core Customer Care team, this position will engage with customers regularly and be proficient in interacting and collaborating with other areas to ensure customer inquiries are fully resolved. They will also lead by example by embracing the concept of continuous improvement and ensure best in call mortgage loan servicing.

Key Responsibilities:

• Responsible for reinforcing confidence in CHL’s ability to provide best-in-class care in mortgage loan servicing by active and effective listening, strong problem-solving skills, and using positive language skills
• Monitor and continually develop assigned team
• Engaging with other CHL team members as needed to fully resolve customer inquiries
• Ability to identify improvement opportunities both within and outside of the 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 skill set 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 leading a Contact Center Team(s)
• Minimum 2 + years of experience in mortgage servicing
• Minimum 2 + years of experience in Customer Service
• Bi-lingual skills a plus
• 2 + years of supervisor experience with leadership abilities
• 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

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.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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.

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