Customer Service Specialist 1 (Onsite-Coppell, Texas)

About the role

As a Customer Service Specialist 1 at RoundPoint, you’ll be the first point of contact for customers, providing support regarding mortgage accounts, payments, and general inquiries. This role ensures a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies. You’ll work closely with Customer Service Supervisors and support lines of business to deliver exceptional service in every interaction.

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 the 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.

Requirements

• 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.

Skills

• Skilled at speaking clearly and compassionately while utilizing systems to quickly find answers and resolve customer inquiries.
• 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.

Qualifications (Desired)

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

About RoundPoint

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 to its business strategy. Founded in 2009, Two Harbors is a leading publicly traded residential mortgage real estate investment trust (mortgage REIT).

We serve people, not just accounts, and take our responsibility seriously. Our team is driven by six core values: Aim high, stay focused, take action, follow through, all in, and we care. At RoundPoint, you’ll be encouraged to bring ideas, deliver real solutions, and help customers every step of the way.

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.
• Frequent sitting with occasional standing or walking short distances; may involve climbing, balancing, stooping, kneeling, crouching, or crawling.
• 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.

Location: Coppell, TX | Employee Status: Regular | Travel: No