Customer Service Specialist II (Onsite- Coppell, Texas)

About the role

As the trusted voice of RoundPoint, you protect and promote our brand with every interaction. You represent our commitment to service by resolving customer needs with clarity, empathy, and efficiency. Whether helping with a quick question or navigating a complex situation, your goal is to provide a solution by the end of the conversation. You’ll partner with Customer Service Supervisors and support lines of business to translate customer challenges into actionable solutions, ensuring a consistent and outstanding experience for every customer.

Responsibilities

• Listen attentively and respond to customers with empathy and urgency
• Resolve both simple and complex matters with professionalism and confidence
• Turn customer challenges into clear, accurate, and timely solutions
• Communicate in plain, direct language that’s easy to understand
• Navigate multiple systems efficiently to locate and process information
• Be available when customers need us most – including weekends and holidays
• Proactively review loan accounts to anticipate customer needs or risks
• Act as a critical link between customers and RoundPoint
• Monitor and manage early stage, Pre30 accounts using designated collection techniques
• Accurately identify and assess customers for loss mitigation support and seamlessly guide them through the process
• Show up consistently and on time – reliability matters
• Follow all compliance and regulatory requirements without exception
• Support the team with additional duties as needed
• Minimize customer and investor risk through resolving delinquency (DQ)

Qualifications

Required

• Strong empathy and emotional intelligence in all situations
• Ability to handle complex customer scenarios with patience, logic, and sound judgment
• Fast and accurate multitasking – type while communicating clearly
• Confident with technology and ready to learn new systems
• Solid critical thinking – identify problems and create solutions
• Comfortable performing basic math and calculations
• Excellent communication – spoken, written, and interpersonal
• Decisive under pressure and in rapidly changing situations
• Highly adaptable and able to retain new information quickly
• Collaborative team player with a positive attitude
• Exercises discretion when dealing with sensitive information
• Detail-oriented with strong grammar and writing skills
• 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 a call center or industries like mortgage, finance, healthcare, retail, or insurance
• GSE and GNMA experience
• Experience with mortgage servicing and MSP platforms

About 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 other accountable, saying what we’re going to do and doing what we say
• All in – we are trusted partners for our customers every step of the way
• 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

• Ability to communicate effectively through speech and hearing, both in-person and over the phone
• Required to sit for extended periods of time and occasionally stand and walk
• Remaining in a stationary position for extended periods, frequently sitting but occasionally involving 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 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 future. The 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
Employee Status: Exempt
Travel: None