Customer Resolution Response Specialist

446 Wrenplace Rd, Fort Mill, SC 29715, USA Job Description Posted Monday, June 22, 2026 at 4:00 AM The CustomerResolution Response Specialist is responsible for the resolution of written customer complaints, requests for information, and/or assistance under the direction of the Customer Resolution Response Manager. The incumbents will communicate the resolution to the customer in an appropriate resolution letter drafted in accordance with RPMS customer communications principles and completed within the period provided by the CFPB Mortgage Servicing Rules, other applicable laws, and RPMS SLAs. The Correspondence Resolution Response Specialist reports to the Customer Resolution Response Manager and must develop strong working relationships with key stakeholders, vendors, investors, co-workers, and customers. Responsibilities Manage a pipeline consisting of written customer complaints and requests for information and/or assistance Research and analyze issues raised by the customer Satisfy customer needs with efficiency, expediency, and thoroughness Act as an internal advocate for service excellence and continuous improvement Ensure all correspondence is logged and tracked via defined processes Draft response letters in accordance with timelines set by CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs. Conduct root cause analysis for customer complaints and inquiries Work with cross-department co-workers to ensure that all service delivery objectives are met Contribute to continuous improvement projects to improve efficiency and lower costs Other work-related duties, as assigned Responsible for meeting RoundPoint’s commitment to compliance Qualifications Required: Two or more years of mortgage servicing related experience and/or customer service experience Proficient with Microsoft Office Suite, SharePoint, MSP Strong research and writing skills Must be available on some weekends as required Ability to work effectively with others at all levels across the organization and provide authoritative guidance to management and staff within the organization Ability to work under tight deadlines Exceptional organizational skills Exceptional time management skills Experience in pipeline management Business writing experience preferred Physical Demands & Working Conditions The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role. Ability to communicate effectively through speech and hearing, both in-person and over the phone. The employee is required to sit for extended periods of time and is occasionally required to stand and walk. Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl. Regular use of hands and fingers for tasks like keyboarding, operating office equipment, and filing documents. Ability to lift and move objects weighing up to 10 pounds, and potentially up to 20 pounds occasionally. Ability to observe details at close range, such as viewing a computer screen, reviewing documents, and performing data analysis. The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present. #J-18808-Ljbffr Two Harbors Investment Corp.