Escalations Resolution Specialist

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

About the role

The Escalations Resolution Specialist will support RoundPoint Mortgage Servicing LLC. The Escalation Resolution Specialist is part of the Tier 1 Escalation Resolution team, whose primary responsibility is addressing the needs of escalated customers who have requested leadership, following an interaction with one of our call center representatives. Their first objective is resolving the immediate customer’s escalation, then identifying the root cause of the issue. Escalation Resolution Specialist should be comfortable with contacting other lines of business to gather information and be able to document and recognize patterns of larger issues. The Escalation Resolution Specialist reports to the Escalation Resolution Supervisor and must build and maintain relationships across Call Center Departments and amongst other lines of business.

Responsibilities

• Monitor the Escalation Support Chat for incoming escalations from Call Center agents
• Handle all escalated calls as a trusted guide
• Document all escalated calls and track opportunities for improvement
• Serve as a liaison between Call Center leadership and other lines of business to provide resolution
• Adhere to RoundPoint’s commitment to compliance
• Efficiently navigate through multiple servicing related systems and platforms
• Other duties not described above may be assigned as needed

Requirements

• 1+ years of mortgage experience, required
• MSP/Five9 software experience, required
• Excellent communication and customer service skills
• Excellent prioritization and time management skills
• Proficient with Microsoft Office applications

Benefits

• Medical, dental, and vision insurance
• 401K plan
• Company-provided short-term disability
• Employee assistance program
• Wellness program