RoundPoint Mortgage Servicing LLC · 1 day ago
Customer Service Supervisor
Coppell, TX
Full-time
Onsite
Mid Level
3+ years expRoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company specializing in mortgage servicing. They are seeking a Customer Service Supervisor to lead a team focused on delivering exceptional customer service and compliance in the mortgage servicing sector.
FinanceFinancial ServicesMarketplaceMortgage
Responsibilities
Hire, train, and develop a high-performing team of Customer Service Specialists focused on delivering excellence in both service and compliance
Provide ongoing coaching, side-by-side support, and feedback sessions to elevate team performance and skill sets
Foster an engaged, collaborative team culture that celebrates success and encourages continuous improvement
Track team and individual performance through KPIs, call data, and reporting tools
Motivate team members to exceed service, compliance, and performance targets in a dynamic call center environment
Contribute to process improvement initiatives to optimize service efficiency and customer satisfaction
Lead your team in managing customer inquiries and accounts related to collections, loss mitigation, insurance claims, and bankruptcy while ensuring timely and accurate handling
Monitor call center metrics, productivity, and quality of service, providing feedback and performance coaching as needed
Resolve escalated cases with a calm, strategic approach that meets both customer needs and regulatory requirements
Ensure full compliance with internal policies, investor guidelines, and federal servicing regulations including CFPB, RESPA, and FDCPA
Collaborate with cross-functional departments (training, escalations, compliance) to address service-related concerns and process improvements
Review call trends, data, and service metrics to identify areas of improvement and implement targets solutions
Drive continuous improvement through feedback loops, process updates, and customer insights
Qualification
Required
3+ years of supervisory experience in a customer service or call center setting
Proven leadership skills with the ability to develop talent, coach for results, and foster team morale
High School Diploma or GED required
Exceptional verbal and written communication skills with a service-first approach
Demonstrated ability to resolve customer issues with empath, clarity, and speed
Ability to work flexible hours, including evenings and weekend, as required
Strong accountability and commitment to delivering both compliance and customer satisfaction
Microsoft Suite
Preferred
Mortgage servicing, Collections and loss mitigation
College Degree preferred
MLO Licensing
Experience with MSP and Five9
Company
RoundPoint Mortgage Servicing LLC
RoundPoint Mortgage Servicing LLC, is a non-bank mortgage servicing company founded in 2007.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$4.33M2019-05-24Acquired
2018-08-23Series A· $4.33M
Leadership Team
William Greenberg
Chief Executive Officer
Corinne Knorr
Compliance Business Partner
Recent News
MarketScreener
2025-10-28
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2025-01-03
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