Banking Customer Care Team Lead

Who we are:

Cornerstone Capital Bank is a new bank, with over $330 million in capital and $2 billion in total assets, and arises from the combination of mortgage industry giant Cornerstone Home Lending and community banking standout Roscoe State Bank. You'll be on the front end of working for an innovative large community bank that is a leader in mortgage lending and community banking and growing in middle-market commercial and real estate lending.

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 Capital Bank is looking for an experienced individual with banking and/or lending knowledge. The Banking Customer Service Team Lead will function as a critical customer service resource within our contact center. The role will encompass a wide range of duties that support Deposit Operations and Commercial Lending teams. This client-focused position will be responsible for providing practical need-based solutions for all customers while upholding Cornerstone's reputation of amazing service. Advanced skills in customer service and financial product knowledge will be key in this role.

What you'll do:

• You'll provide exceptional customer service through answering inbound calls, chats, emails, and secure messaging.
• You'll demonstrate proactive problem-solving by actively identifying needs-based solutions to resolve customer concerns/issues.
• You'll inspect and review customer account details to compile information necessary for evaluating the appropriate action needed.
• Construct tickets based on customer needs and forward them to the appropriate teams for resolution, while expediting time-sensitive requests.
• You will manage the ticket queue while maintaining consistent and accurate records of correspondence.
• Assume responsibility for providing consistent courteous customer service.
• Conduct minor account maintenance.
• Practice adherence to established policies and procedures, including state and federal guidelines.
• Confer with colleagues, departments, and managers in times of uncertainty.

• Perform work under minimal supervision. Handles complex issues and problems, refers only the most difficult issues and problems to Management. The Lead will take escalations issues from other Customer Service Specialists. Possesses strong working knowledge and provides coaching and mentoring to others.

• Perform other duties as necessary.

The contact center hours are from 6 am MST to 6 pm MST. Shifts will begin at 6 am, 7am, 8am, and 9 am. There will be a rotating 4-hour shift on Saturdays (once per month).

What you'll need to be successful:

Success in this job relies on time management, organization, and a positive attitude. In addition, you'll need the following qualifications:

• High School diploma/GED required.
• Must have 5+ years of customer service experience.
• 3+ years of teller/banker experience, deposit/loan operations experience, OR retail/commercial banking contact center experience, preferably in a lead or senior-level role.
• Basic knowledge and understanding of policies, procedures, and regulations pertaining to deposit and/or loan operations.
• Ability to work in a team environment to accomplish shared goals.
• Must be self-motivated, able to prioritize workload, and multi-task.
• Strong analytical reasoning, problem-solving and critical thinking skills
• Effective verbal and written communicator
• Must be well organized with attention to detail
• Excellent interpersonal and relationship-building skills
• Strong computer and technology-related skills
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, etc.)

Travel Required:

• Up to 10% as needed

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 part of our Cornerstone family, we'll continue to invest in you as a valuable asset in our company. As many of our team members can tell you, there's something special about working at Cornerstone.

** No third-party agencies**