Customer Service Specialist

Job Title

Customer Service Specialist

Company

RoundPoint Mortgage Servicing LLC

Overview

At RoundPoint, our customers are at the heart of everything we do and youll be their first point of contact. As a Customer Service Specialist, youll be the voice of support, helping customers feel heard, respected, and understood. Your goal is always the same: deliver caring, helpful, and clear service in every conversation. Youll work closely with Customer Service Supervisors and business support lines to ensure each customer receives exceptional service.

Responsibilities

• Listen closely and care deeply understand what the customer truly needs.
• Provide clear and helpful answers that solve problems and reduce stress.
• Use everyday language no jargon, just honest and easy?to?follow guidance.
• Monitor and manage early?stage Pre30 accounts using designated collection techniques.
• Navigated systems smoothly to find information fast and avoid long holds.
• Be available when customers need us most including weekends and holidays.
• Proactively check account details so customers feel supported and informed.
• Serve as the trusted link between the customer and RoundPoint.
• Show up on time and stay reliable our customers count on us.
• Follow all policies closely to protect customers and RoundPoint.
• Step up when needed to take on new tasks and help the team succeed.
• Handle DQ resolution and customer payment inquiries.
  

Qualifications
Required

• A natural ability to empathize with people during stressful times.
• Ability to communicate effectively and speak clearly while navigating the system efficiently to resolve customer questions promptly.
• Confidence with technology and a willingness to learn new systems.
• Ability to identify inconsistencies and ask the right questions.
• Comfortable doing basic math when explaining payments or account details.
• Strong communication skills kind, professional, and easy to understand.
• Can read, adhere to, and explain policies in a way that makes sense to customers.
• Remain calm and solution?oriented when dealing with difficult situations or customer concerns.
• Thrive in fast?paced environments where change is constant.
• Enjoy working with a team and supporting one another.
• Handle private customer information with care and integrity.
• Strong grammar and attention to detail in account documentation clear writing makes a difference.
• Operate within all regulatory and internal guidelines. Uphold the companys commitment to integrity and compliance.
• High School Diploma or GED required (college degree is a plus).
  

Desired

• Customer service experience in industries like retail, banking, healthcare, or any role where people come first.
• Experience with mortgage or MSP systems is helpful, but not required.
  

Why RoundPoint?

We serve people, not just accounts. Were here to help customers through one of lifes 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 companys performance; follow through we hold each other accountable; and we say what were 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.

Physical Demands & Working Conditions

• Ability to communicate effectively through speech and hearing, both in?person and over the phone.
• Required to sit for extended periods and occasionally stand and walk.
• Remaining in a stationary position for long periods, frequently sitting with occasional standing or walking short distances; 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 occasionally up to 20 pounds.
• 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, with no extreme conditions 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). Founded in 2009, Two Harbors has grown into a leading publicly traded residential mortgage real?estate investment trust.

Location

• Coppell, TX
• Fort Mill, SC
  

Employee Status

• Regular
  

Travel

• No
  

Telecommuter Position

• No
  

Seniority Level

• Entry Level
  

Employment Type

• Full?time
  

Job Function

• Other
  

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