Navigating Hardships: Communication, Education and Support

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, Craig Boomer, our Vice President of Collections and Loss Mitigation, shares ways we support homeowners who are navigating hardships and unique aspects of our team and culture that set Cornerstone Servicing apart as a subservicer.

We are dedicated to enhancing traditional default customer communications practices and simplifying the assistance process for homeowners facing financial hardship. We leverage various communication methods to ensure equal opportunities for customers to learn about and seek assistance — which may include phone, email, messaging, and a 24/7 virtual assistant available within our homeowner portal. Adapting to their communication styles and preferences makes a big difference. 

The sense of community and the commitment to providing the best possible customer experience are unparalleled. The internal team culture, treating each member like family, celebrating successes, and supporting each other through challenges, creates an environment where team members want to stay. 

Cornerstone’s culture also revolves around an unrelenting focus on our customer journey. Every decision and change are evaluated based on the type of experience it would create. This mindset is not just customer-facing but extends internally, fostering a supportive and familial atmosphere among team members.

We are constantly looking to improve our communications technology. We have customers who are educated, have a higher level of understanding, and higher expectations for what their mortgage servicer is going to be able to do for them. Making sure we have consistent, effective communication channels, but also being able to do things faster, is easier said than done. It really requires the latest technologies and developing new applications, and this is another ongoing focus for Cornerstone Servicing. 

I want to continue work on two things: enhancing our default customer communication practices and leveraging any technologies available to improve efficiency, efficacy, and personalization. Not everyone wants to talk to us the same way. Some people want to pick up the phone, some prefer text message or email, and some prefer to self-serve via our website and app. Constantly enhancing our processes and technology platform will help us meet consumer preferences and compliance requirements as they evolve, now and in the future.

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