Customer Service Specialist 1

Customer Service Specialist 1

At RoundPoint, our customers are at the heart of everything we do – and as a Customer Service Specialist 1, you'll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies.

Whether you're answering a question, solutioning a problem, or guiding customers through our service tools, your goal is always the same: deliver a caring, helpful, and clear experience in every interaction. You'll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service.

Responsibilities:

• Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information
• Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
• Provide accurate and timely information on mortgage products, statements, and processes
• Research and resolve customer issues and escalate complex cases when necessary
• Monitor and manage early stage, Pre30 accounts using designated collection techniques
• Maintain detailed and accurate customer records in loan servicing system
• Ensure all communication meets regulatory and company compliance standards
• Stay current on company products, services, and updates to effectively assist customers
• Provide compassionate, solutions-focused support to customers in imminent default situations

Qualifications:

Required

• Skilled at speaking clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
• Display strong analytical skills and ability to calculate payments
• Proficiency in Microsoft Office
• Ability to work independently and as part of a team in a fast-paced environment
• Ability to remain calm and solution oriented when dealing with difficult situations or working under pressure
• Ability to handle high call volumes while maintaining quality and accuracy
• Excellent verbal and written communication skills, including active listening
• Demonstrated patience, empathy, and professionalism in handling customer concerns
• Proficiency in multitasking, prioritizing, and managing time efficiently
• High School Diploma or GED required (college degree is a plus)
• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment

Desired

• Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines
• Proficiency in loan servicing system: LMS

Why RoundPoint?

We serve people, not just accounts.

We're here to help customers through one of life's biggest journeys – and we take that responsibility seriously. We believe in growing together, solving problems with heart, and celebrating wins along the way!

Our team is driven by six core values: Aim high – we deliver excellence in everything we do, stay focused – we innovate and evolve by overcoming obstacles, take action – we are empowered to impact our company's performance, follow through – we hold each out accountable, and we say what we're going to do and do what we say, all in – we are trusted partners for our customers every step of the way, and we care – we prioritize our people, customers, and community.

At RoundPoint, you'll be encouraged to bring ideas, deliver real solutions, and help our customers every step of the way.

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.

About RoundPoint Mortgage Servicing LLC

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company, with a subservicing portfolio of approximately 900,000 loans. In 2023, RoundPoint was acquired by Two Harbors Investment Corp. (NYSE: TWO), reaffirming its commitment to MSR as core and essential to our business strategy and our future. A combined Two Harbors and RoundPoint capitalizes on the strengths of both companies, adding significant value for stakeholders through operational and cost efficiencies, as well as the ability to participate more fully in the mortgage finance space as opportunities arise.

Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real estate investment trust (mortgage REIT). We leverage our core competencies of understanding and managing interest rate and prepayment risk to invest in our Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to our stockholders.

Location

• Fort Mill, SC
• Coppell, TX

Employee Status

• Regular

Travel

• No