Customer Service Specialist 1

Job Description Posted Thursday, May 28, 2026 at 4:00 AM 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 escape 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 High School Diploma or GED required (college degree is a plus) 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 efficiently2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment Proficiency in loan servicing system: LMS Physical Demands & Working Conditions 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 RoundPoint Mortgage Servicing LLC