Two Harbors Investment Corp. · 1 day ago
Customer Service Supervisor
Coppell, TX
Full-time
Onsite
Mid Level
3+ years expTwo Harbors Investment Corp. is a leading publicly traded residential mortgage real estate investment trust that recently acquired RoundPoint Mortgage Servicing LLC. They are seeking a Customer Service Supervisor who will lead a team of Customer Service Specialists, ensuring a customer-centric approach while overseeing collections, loss mitigation, and default servicing activities.
FinanceFinancial ServicesMortgageRisk Management
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
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.
51-200 employees
Funding
Current Stage
Public CompanyTotal Funding
$100M2025-12-17Acquired
2025-05-06Post Ipo Debt· $100M
2011-02-11IPO
Leadership Team
William Greenberg
Chief Executive Officer
Matt Keen
Chief Technology Officer
Recent News
The Motley Fool
2026-01-20
The Motley Fool
2026-01-08
HousingWire.com
2026-01-06
Company data provided by crunchbase