Customer Inquiry & Complaint Specialist
Cornerstone Capital Bank, Englewood, Colorado, United States, 80110
Customer Inquiry & Complaint Specialist
Job Category: Mortgage Servicing Requisition Number: CUSTO002438 Full-Time On-site in Englewood, CO 80112, USA Pay range: $22 to $26 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
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 Customer Escalations Team Member is responsible for providing world-class customer service to our customers. The Team Member will receive Qualified Written Requests and Complaints across multiple channels, thoroughly investigate the customer complaint, coordinate with other departments as needed and ensure the inquiry/escalation is fully resolved. The Team Member will communicate the resolution in writing to the customer and identify any improvement opportunity to mitigate future customer inquiries/escalations and improve the customer experience. Location: Onsite daily in Englewood, CO Compensation: $22-26/hr Key Responsibilities: End to end account research, resolution and written responses to regulators and Qualified Written Requests (QWRs) Ensures responses are accurate, compliant and timely, balancing regulatory requirements with a customer first approach Log cases in the case management system, assign regulatory "clock", track milestones and maintain meticulous documentation Continuously improve knowledge base and skillset to ensure maximum level of customer satisfaction and world class customer experience Perform other job-related duties as assigned What you'll need to be successful: HS Diploma or equivalent 0-2 years experience in Mortgage industry preferred 0-2 years of customer service experience preferred Prior experience generating customer correspondence a plus Strong passion for taking care of customer needs Must demonstrated strong written communication skills Ability to work independently with limited supervision Experience with MS Office products: Outlook, Word, Excel, Teams 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.
Job Category: Mortgage Servicing Requisition Number: CUSTO002438 Full-Time On-site in Englewood, CO 80112, USA Pay range: $22 to $26 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
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 Customer Escalations Team Member is responsible for providing world-class customer service to our customers. The Team Member will receive Qualified Written Requests and Complaints across multiple channels, thoroughly investigate the customer complaint, coordinate with other departments as needed and ensure the inquiry/escalation is fully resolved. The Team Member will communicate the resolution in writing to the customer and identify any improvement opportunity to mitigate future customer inquiries/escalations and improve the customer experience. Location: Onsite daily in Englewood, CO Compensation: $22-26/hr Key Responsibilities: End to end account research, resolution and written responses to regulators and Qualified Written Requests (QWRs) Ensures responses are accurate, compliant and timely, balancing regulatory requirements with a customer first approach Log cases in the case management system, assign regulatory "clock", track milestones and maintain meticulous documentation Continuously improve knowledge base and skillset to ensure maximum level of customer satisfaction and world class customer experience Perform other job-related duties as assigned What you'll need to be successful: HS Diploma or equivalent 0-2 years experience in Mortgage industry preferred 0-2 years of customer service experience preferred Prior experience generating customer correspondence a plus Strong passion for taking care of customer needs Must demonstrated strong written communication skills Ability to work independently with limited supervision Experience with MS Office products: Outlook, Word, Excel, Teams 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.