Customer Communications Supervisor

Cornerstone Home Lending•Houston, TX

5h•$80,000 - $95,000•Onsite

About The Position

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.

Requirements

High School Diploma, GED, or equivalent experience required
Minimum of 7 years of experience in a communications-related role
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.

Nice To Haves

Bachelor’s degree in communications, Business Administration, or a related field preferred.

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.