Customer Care Quality Evaluator

Customer Care Quality Evaluator

Job Category: Mortgage Servicing

Full-Time

On-site

Englewood, CO 80112, USA +1 more locations

Pay or shift range: $40,000 USD to $55,000 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.

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 Contact Quality Evaluator will listen and see customer interactions within Cornerstone Home Lending's Contact Centers verifying compliance with policy and procedures. The Evaluator will be using a predefined scorecard. Evaluator will document and interact professionally about their observations and scoring. Evaluator will present observed themes, individual and department scores constructively to Senior Leadership.

• Location: Onsite daily
• Compensation: $40-55k

Key Responsibilities:

• Listen to a predetermined number of customer calls and/or emails verifying customer interactions comply with published policy and procedure
• Substantiate non-compliance with professionally written details identifying any areas that require improvement
• Verify within the Black Knight servicing system agent interactions documented, and status updated aligning with policy and procedure
• Present results to Agents and Senior Leaders in a constructive manner
• Develop questions and make suggestions as policy updates are communicating
• Perform other job-duty related issues as assigned

What you'll need to be successful:

• High School Diploma or equivalent
• Minimum 2 years of experience using Microsoft Office Suite (Word, Excel, Outlook, Power Point etc.)
• Minimum 3 years of experience in Mortgage Loan Servicing contact centers
• Minimum 1 year Call Listening or audit experience
• Strong interpersonal skills in addition to verbal/written communication
• Strong phone etiquette while taking care of customer needs with exceptional customer service skills
• Comfortable being a team player
• Ability to work through stressful situations professionally

What we offer:

Because we recognize and reward hard work, we offer a competitive salary, Medical, Dental, Vision, Accidental Death, Long-Term Disability, Short-Term Disability, FSA, HSA, 401K, Basic Life, Voluntary Life, and Paid Parental Leave benefits, as well as the opportunity for a performance based bonus based on position and department.

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.