Customer Service Specialist

At RoundPoint, our customers are at the heart of everything we do – and you'll be their first point of contact. As Customer Service Specialist 1, you'll be the voice of support, helping customers feel heard, respected, and understood. You'll turn questions into confidence and concerns into solutions.

Whether you're answering a question, fixing a problem, or guiding customers through our tools, your goal is always the same: deliver caring, helpful, and a clear experience in every conversation. You'll work closely with Customer Service Supervisors and support lines of business 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.
• Navigate systems smoothly to find information fast and avoid long holds.
• Be there when customers need us most – including weekends and holidays.
• Proactively check account details so customers feel supported and informed.
• Be 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.
• Something about DQ (resolution, resolve customer payment inquiries, etc.)

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 timely
• Confident with technology and ready to learn new systems
• Able to tell when something doesn't add up 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, and explain policies in a way that makes sense to customers
• Ability to 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 with respect to account documentation – clear writing makes a difference
• Operate within all regulatory and internal guidelines. Uphold the company's 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.

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 this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• 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

• Coppell, TX
• Fort Mill, SC

Employee Status

• Regular

Travel

• No

Telecommuter Position

• No