Teams at Cornerstone Capital Bank

Supervises the Customer Communications team and oversees the development, review, testing, deployment, and maintenance of customer communications across email, correspondence, websites, chat, SMS, and scripts. Ensures communications comply with regulations, investor guidance, and company policies. Manages vendors, approves templates, coordinates with internal teams, leads process-improvement projects, oversees quality assurance, and monitors workload and performance metrics.

Leads internal and external audits, regulatory examinations, investor reviews, and third-party testing for mortgage servicing operations. Owns engagements from planning through closure, evaluates controls and evidence, challenges responses, manages findings and remediation, assesses regulatory risks, and reports audit results to leadership. Partners with auditors, regulators, Business Controls, and Servicing Operations while improving audit readiness, issue management, control monitoring, and operational risk practices.

Provide customer-focused loss mitigation support to negotiate payment arrangements, underwrite workouts per FHA/VA/USDA/FNMA/FHLMC guidelines, manage inbound/outbound calling queues, interpret title searches to clear liens, and meet quality and production standards to help borrowers avoid foreclosure.