#USA #Denver #Customer Satisfaction #Fitch Ratings #Cornerstone Servicing

Cornerstone Servicing Receives Fitch Ratings Upgrade

In a noteworthy development for the financial services industry, Cornerstone Servicing has recently been upgraded to RPS3+ by Fitch Ratings, a recognition that underscores the company’s operational excellence and commitment to serving homeowners with exceptional care. This upgrade not only marks a significant milestone for Cornerstone but also reflects its strategic growth in the realm of U.S. Residential Mortgage-Backed Securities (RMBS) servicing.

Operational Excellence and Customer Focus

According to Fitch, the upgrade to RPS3+ is a result of Cornerstone's strong operational strength and outstanding performance in customer service. The rating agency emphasized the scalability of Cornerstone's infrastructure and its effective management across critical areas such as loan administration and default management. Notably, the improvements in homeowner experience were highlighted, including advancements in onboarding and enhanced proactive communications.

Toby Wells, the President of Cornerstone Servicing, expressed pride in the achievements of his team, asserting, "This upgrade reflects the strength of our people, our platform, and our continuous commitment to every homeowner and client we serve." As the company continues to grow, it remains focused on the values that guide its operations, most notably its dedication to hiring empathetic team members and providing them with the training and tools necessary to assist customers efficiently.

Impressive Performance Metrics

Fitch Ratings identified Cornerstone’s call center performance as a key differentiator. Despite an increase in call volumes, the company has managed to keep wait times minimal and has reported virtually no call abandonments, which is crucial for maintaining customer satisfaction. In 2025, Cornerstone recorded a remarkable 60% year-over-year growth, and over the past six months, its non-agency portfolios have seen a staggering 92% growth.

In terms of customer satisfaction, Cornerstone has achieved a commendable 94.1% rating, coupled with an impressive 88% first-call resolution rate. These metrics not only demonstrate Cornerstone's commitment to excellence but also set a high standard within the industry.

A Trusted Subservicing Partner

As lenders increasingly seek reliable partners for subservicing, Cornerstone is positioned as a trusted extension of its client's teams, delivering consistent results and maintaining brand integrity. Jesse Roth, Senior Vice President of Business Development and Client Relations at Cornerstone, remarked, "Today's lenders and investors are looking for a subservicing partner they can trust to deliver consistent results for their customers." This sentiment reflects the increasing demand for operational reliability and a strong focus on customer care in the financial services sector.

The recent upgrade is not merely a recognition of past successes; it symbolizes Cornerstone’s ongoing commitment to fostering relationships with lenders and homeowners alike. The company continues to invest in its workforce, recently onboarding a large class of new hires to scale capacity while ensuring high performance standards are maintained.

Looking Ahead

Operating within the Cornerstone Capital Bank family, Cornerstone Servicing is driven by a long-term vision that prioritizes service, excellence, and a culture of care. With a strong focus on community and customer engagement, Cornerstone is committed to building lasting positive impacts for their clients and their homeowners.

As the company continuously seeks opportunities for growth, the Fitch Ratings upgrade will serve as a catalyst for further advancements in their service offerings and operational capabilities. For those interested in understanding more about Cornerstone's Fitch-rated loan servicing model, further details can be found at Partner.CornerstoneServicing.com.

About Cornerstone Capital Bank

Headquartered in Houston, Cornerstone Capital Bank operates within a robust network that includes a community and business banking franchise, as well as a premier national home lending and mortgage loan servicing platform. With over 1,500 team members and a history of serving nearly 700,000 customers, Cornerstone emphasizes their mission to help families, businesses, and communities thrive through dedicated service and excellence.

For media inquiries, please contact:

• - Jesse Roth, Senior Vice President, Business Development & Client Relations, Cornerstone Servicing, [email protected], 469-426-6775
• - Megan Cohen, Vice President, Communications, Cornerstone Servicing, [email protected], 713-395-3365