Customer Inquiry & Complaint Specialist
Cornerstone Capital Bank, Englewood, Colorado, us, 80151
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)
Ensure 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 demonstrate 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.
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.
#J-18808-Ljbffr
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)
Ensure 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 demonstrate 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.
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.
#J-18808-Ljbffr