| Location | Fort Mill, SC |
The Customer Resolution Intake Analyst is responsible for the completion of key inflow and outflow processing tasks, under the direction of Correspondence Leadership. The Customer Resolution Intake Analyst is responsible for processing inbound customer communications received via RoundPoint's electronic and physical channels, initiating business processes for recipient business units, and processing outbound responses to customer complaints, inquires, and requests for assistance.The Customer Resolution Intake Analyst reports to the Customer Resolution Intake Supervisor and must develop strong working relationships with co-workers, vendors, and customers.
Responsibilities:
Takes directions from the Customer Resolution Intake Manager to deliver effective processing servicesProviding outstanding customer service to both internal and external customersAnalyze incoming communications received via RoundPoint's electronic and physical channelsInitiate business processes for recipient business units in accordance with documented processesRespond to customer inquiries using appropriate predefined messagesProcess outbound responses to customer complaints, inquires, and requests for assistance via electronic and physical channelsWorking with cross-department co-workers to ensure that all service delivery objectives are metContribute to continuous improvement projects to improve efficiency and lower costsOther work related duties, as assignedResponsible for meeting RoundPoint's commitment to compliance
Qualifications:Required:
Bachelor's degree requiredAbility to use software tools like Microsoft Word, Excel, and PowerPointPractical experience with BKFSMust have excellent organization, interpersonal, communication, and customer relation skillsDetail oriented and the ability to multi-taskHighly motivated, organized and disciplined
Physical Demands & Working ConditionsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their role.
Ability to communicate effectively through speech and hearing, both in-person and over the phone.The employee is required to sit for extended periods of time and is occasionally required to stand and walk.Remaining in a stationary position for extended periods, frequently sitting but occasionally involving standing or walking short distances; the employee 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 LLCRoundPoint 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 our future. A 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
Fort Mill, SCCoppell, TX
Employee Status
Exempt
Travel
None