Cornerstone Home Lending has launched its full-service, in-house mortgage servicing operation for new loan originations. The residential mortgage company’s team of servicing professionals will be led by Toby Wells, Cornerstone’s managing director of loan servicing. The company also selected Black Knight’s servicing technology platform to support the division.
“Providing a remarkable customer experience remains one of Cornerstone’s key core convictions since our founding 34 years ago, and we are excited to offer our mortgage loan servicing customers the same standard of excellence that has long defined Cornerstone’s loan origination operations,” says Adam Laird, president of Cornerstone. “Our caring hearts, service-driven culture, entrepreneurial spirit and passionate commitment to excellence set Cornerstone apart, with innovative technologies working in tandem with our team members to maximize customer satisfaction.”
“Fulfilling our corporate responsibility to provide a remarkable customer experience in the mortgage servicing function requires Cornerstone to take full ownership and daily control of the entire servicing process,” Laird continues. “Cornerstone customers will remain in the superior care of Cornerstone team members during the loan origination and closing process, and now through the entire life of their loan.”
Cornerstone will also transition its existing mortgage loan servicing portfolio to the company’s in-house system in the coming months.
“Cornerstone’s robust servicing platform supports and streamlines all facets of Cornerstone’s loan servicing operations from loan boarding to payoff, enabling our team members to focus on what matters most: a remarkable customer experience,” states Wells. “Cornerstone’s dedicated loan servicing team will continuously elevate every aspect of the loan servicing process to raise the bar for customer satisfaction.”
Customers are offered a suite of online tools to easily access and manage their mortgage account. Cornerstone’s user-friendly loan servicing website and mobile app provide timely information, such as billing statements, escrow activity and a variety of payment options and payoff calculators. Self-service capabilities enable Cornerstone customers to quickly enroll for services such as autopay, biweekly payments and paperless statements. Customers can also message with Cornerstone team members and access helpful educational resources, disaster information and more.
In addition, Cornerstone’s servicing platform optimizes complex internal processes, such as oversight and monitoring of escrow and tax activity, to enable proactive management of customers’ escrow accounts. Extensive cross-platform analytics provide actionable insight to help streamline processes, manage and reduce risk, and refine the customer experience. Cornerstone will continue to roll out new loan servicing features and options for customers as it expands its in-house servicing operations.
