Empower Support Associate

***No agencies or 3rd party Recruiters please. Thank you! ***

Who we are:

Cornerstone Home Lending, a division of Cornerstone Capital Bank, is a unique national home lender with a reputation of amazing service, customer satisfaction, employee retention, and happiness. We employ people who are passionately committed to Cornerstone's Mission, Vision & Core Convictions. Our brand is known for on-time closings - a key core conviction of Cornerstone. We have successfully navigated our company through many industry cycles and changes in regulations.

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 Empower Support Associate is a member of the Empower Help Desk support team providing Tier I level support to Production / Operations team members.

Provide support and assistance to customers facing issues from internal team members with loan products, loan-level Empower issues or services. This includes answering questions, troubleshooting technical problems, and resolving complaints, all while ensuring a positive customer experience. Responsible for assisting Production / Operations team members on a day-to-day basis with Empower loan level related issues. Ensure timely, accurate answers to inquiries and escalate Tier 2/3 issues to the Product team.

Possess sound customer service skills, a positive attitude when working with others and have a helpful spirit when finding solutions. Individuals are knowledgeable in mortgage originations, technically savvy, detail oriented and sound problem solving / communication skills

Need to be available for weekend rotation.

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  • 7:00 am (central) to 7:00 pm (central) Weekdays
  • 9:00 am (central) to 6:00 pm (central) Saturday
  • Noon (central) to 6:00 pm (central) Sunday
  
  
  
  

Key Responsibilities:

• Address Production / Operations team members email and calls for loan level related problems, providing resolution.
• Provide excellent customer service to end users by communicating all stages of progress in resolution of the reported problem.
• Research, resolve these inquiries related to loan level issues.

What you'll need to be successful:

• Strong written and verbal communication skills
• Teamwork and customer service necessary
• Initiative-taking and energetic
• Strong computer and technology-related skills
• Professional demeanor
• Knowledge of Mortgage Products, Fee's, Income Calculation, Disclosing, TRID
• Must be extremely organized.
• DU/ LPA Knowledge
• Computer savvy and strong ability to pick up quickly on new systems.
• Possess strong knowledge of MS Office
• Strong mortgage / origination knowledge
• Ability to follow up with multiple tasks / cases daily.
• Able to work independently and proactively, prioritizing workload and manage multiple tasks throughout the day while keeping your cool

• Experience in Empower is a plus.
• Able to work independently and proactively, prioritize workload and manage multiple tasks.

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.