Customer Resolution Response Specialist

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

Qualifications

• Required: Bachelor’s degree 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

Desired

• Able to work effectively with others at all levels across the organization and provide authoritative guidance to management and staff within the organization
• Able to work under tight deadlines
• Exceptional organizational skills
• Exceptional time management skills
• Attention to detail
• Experience in pipeline management
• Business writing experience preferred

Physical Demands & Working Conditions

• Ability to communicate effectively through speech and hearing, both in-person and over the phone
• 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
• 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 their business strategy and 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). They leverage their core competencies of understanding and managing interest rate and prepayment risk to invest in their Agency residential mortgage-backed securities (RMBS) and mortgage servicing rights (MSR) portfolio, with the objective of delivering attractive risk-adjusted returns to their stockholders.

Location

Fort Mill, SC
Coppell, TX

Employee Status

Regular

Telecommuter

No

Position

No