Our We Empower series explores the many ways Cornerstone Servicing team members make a positive difference in the lives of people we serve. We sat down with Deana Delaura to explore her role as Communications Project Manager and our approach to crafting helpful and compliant homeowner communications as the mortgage industry evolves.
How does your team continuously improve our support for people we serve as the market evolves?
Our team collaborates with different business units and teams across the company to stay on top of changes in the market and regulatory landscape. We constantly create and update communications to ensure they are easy for consumers to read and understand. These ongoing efforts allows us to provide the best support to homeowners and our subservicing clients as the industry changes.
What do you like most about Cornerstone’s culture?
Cornerstone, especially senior management, values communication and recognizes the critical role it plays in our overall homeowner experience. In the mortgage servicing industry, where regulations and compliance are crucial, Cornerstone fosters a culture of doing the right thing and exceeding compliance requirements while going above and beyond to make communications consumer-friendly. In my two years here, I’ve seen the communications team grow and improve, expanding our library of letters, digital communications, and educational materials. Our goal is to be a trustworthy partner to our clients and homeowners, and our communications play a critical role.
What industry trends are impacting our customers and the ways we support them?
Mortgage servicing has become more regulated, leading to increased communication requirements. However, the challenge lies in the legal language often involved, which can constantly evolve. At Cornerstone, we focus on making our communications clear, complete, consistent, and actionable for our customers. This ultimately helps us stay compliant, as many regulations and guidelines have the same end goal.
What are your top goals and priorities in the upcoming months?
Continuing to enhance and improve the quality and flexibility of our communications, ensuring customers have the information they need at their fingertips in a timely way. This involves staying current with industry trends, adapting to changing consumer preferences, and expanding our communication offerings to meet the needs of our customers and subservicing clients effectively and efficiently.