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Two Harbors Investment Corp. · 2 days ago

Customer Service Specialist 1

Coppell, TX

Full-time

Onsite

Entry Level

2+ years exp

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company committed to providing exceptional customer service. As a Customer Service Specialist 1, you will be the first point of contact for customers, assisting them with mortgage accounts, payments, and general inquiries while ensuring compliance with regulations and policies.

FinanceFinancial ServicesMortgageRisk Management

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 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

Qualification

Customer service experienceAnalytical skillsMicrosoft OfficeLoan servicing system LMSGSE guidelinesEmpathyMultitaskingVerbal communicationWritten communicationActive listeningTeamworkTime management

Required

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

Display 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

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

Preferred

Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines

Proficiency in loan servicing system: LMS

Company

Two Harbors Investment Corp.

TWO (Two Harbors Investment Corp., NYSE: TWO), is a leading MSR-focused REIT and, through our operational platform, RoundPoint Mortgage Servicing LLC, one of the largest servicers of conventional loans in the country.

Founded in 2009

Saint Louis Park, Minnesota, USA

51-200 employees