Customer Communications 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:

Cornerstone Servicing is seeking a Customer Communications Supervisor to lead and oversee the development, execution, and continuous improvement of customer communications across all service channels. This role supervises a team responsible for drafting, mapping, testing, and maintaining customer communications while ensuring alignment with regulatory requirements, investor guidance, and company policies. The ideal candidate will combine strategic oversight with hands-on management to ensure timely, accurate, and engaging customer communications that reinforce Cornerstone’s commitment to service excellence.

• Location: Onsite daily in Englewood, CO or Houston, TX
• Compensation: $80-95k

Key Responsibilities:

• Supervise the Customer Communications team, providing leadership, coaching, and performance feedback to ensure effective execution of responsibilities.
• Oversee the end-to-end process of communication development—including review, interpretation, drafting, mapping, testing, and deployment—across multiple channels (email, written correspondence, customer website, chat, SMS, and scripting).
• Independently interpret and apply company policies, investor guidelines, and regulatory requirements to ensure all communications are compliant, clear, and customer focused.
• Serve as the primary liaison between internal business units, compliance teams, and third-party vendors to coordinate communication needs, requirements, and updates.
• Review and approve communication templates, ensuring consistent tone, branding, and messaging across all channels.
• Manage vendor relationships related to customer communications, including print and electronic communication vendors, to ensure quality and timeliness of deliverables.
• Lead and participate in cross-functional projects focused on improving communication processes, tools, and templates.
• Oversee quality assurance testing of communication channels and systems to confirm functionality and accuracy before deployment.
• Monitor and evaluate team workload, resource allocation, and performance metrics to meet departmental goals and service level standards.
• Perform other job-related duties and special projects as assigned.

What you’ll need to be successful:

• High School Diploma, GED, or equivalent experience required; bachelor’s degree in communications, Business Administration, or a related field preferred.
• Minimum of 7 years of experience in a communications-related role, with at least 2 years in a supervisory or team lead capacity.
• Proven ability to interpret complex policies and regulations to produce compliant customer communications.
• Strong project management skills, including the ability to prioritize multiple initiatives and meet tight deadlines.
• Demonstrated experience with change management and process improvement.
• Exceptional interpersonal, verbal, and written communication skills with the ability to communicate clearly and professionally across all organizational levels.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and working knowledge of Visio.
• Experience managing vendor relationships and overseeing deliverables.
• Ability to work effectively under pressure in a fast-paced environment while maintaining high standards of accuracy and professionalism.

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.