Our We Empower series explores the many ways Cornerstone Servicing team members make a positive difference in the lives of people we serve. In this edition, Patrick Garcia of our Data & Analytics team shares a few ways our culture and drive to do things differently are shaping the experiences we create for homeowners and our subservicing clients.
How is your team helping to constantly improve our operations?
First, we aggregate and analyze data across our technology platform and use it to improve and personalize our homeowner experience. For example, we are setting up proactive email notifications that help homeowners stay on track with their mortgage, personalizing content in our homeowner portal, and feeding our Interactive Voice Response (IVR) phone system, which some homeowners prefer to use to make payments and handle other routine tasks.
We also develop meaningful analytics and reporting to keep our subservicing clients well informed. For our internal stakeholders, we simplify complex data and provide actionable analysis and reporting that helps them improve our operations.
What do you value most about Cornerstone’s culture?
We are committed to doing things differently. Cornerstone Servicing values and invests significantly in new technology, and we are constantly developing innovative data solutions that set us apart. This dynamic and forward-thinking approach sets the tone for a culture that values progress and best practices. It’s a refreshing approach in an industry that is traditionally slow to adopt change.
What industry trends are impacting the ways we interact with homeowners?
Working with legacy systems is challenging and limits the ability to manage and leverage data effectively, so the impact of new technologies like cloud-based data warehousing and dynamic business intelligence solutions has been transformative. In implementing these innovative solutions, we have seen first-hand how they help streamline the delivery of relevant information and services within our digital platforms – for example, our homeowner portal, virtual assistant, conversational IVR, and client portal – while also empowering our Customer Care team to provide efficient and effective service.
What are your top goals and priorities for 2024?
I’ve been with Cornerstone for two years and I’m excited to continue developing our industry-leading tools. I will stay focused on doing things differently, driving adoption of new technologies and delivering predictive analytics solutions that benefit people we serve. I’m particularly excited to lead our data analytics team, which has shown a knack for developing cutting-edge business solutions in an ever-changing environment.