Customer Resolution Response Specialist

The Customer Resolution Response Specialist is responsible for the resolution of written customer complaints, requests for information, and/or assistance under the direction of the Customer Resolution Response Manager. The incumbents will communicate the resolution to the customer in an appropriate resolution letter drafted in accordance with RPMS customer communications principles and completed within the period provided by the CFPB Mortgage Servicing Rules, other applicable laws, and RPMS SLAs.The Correspondence Resolution Response Specialist reports to the Customer Resolution Response Manager and must develop strong working relationships with key stakeholders, vendors, investors, co-workers, and customers.Responsibilities:

Manage a pipeline consisting of written customer complaints and requests for information and/or assistanceResearch and analyze issues raised by the customerSatisfy customer needs with efficiency, expediency, and thoroughnessAct as an internal advocate for service excellence and continuous improvementEnsure all correspondence is logged and tracked via defined processesDraft response letters in accordance with timelines set by CFPB Mortgage Servicing Rules, other applicable law, and RPMS SLAs.Conduct root cause analysis for customer complaints and inquiriesWork 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 requiredTwo or more years of mortgage servicing related experience and/or customer service experienceProficient with Microsoft Office Suite, SharePoint, MSPStrong research and writing skillsMust be available on some weekends as required

Desired:

Ability to work effectively with others at all levels across the organization and provide authoritative guidance to management and staff within the organizationAbility to work under tight deadlinesExceptional organizational skillsExceptional time management skillsAttention to detailExperience in pipeline managementBusiness writing experience preferred

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

Regular

Travel

No

Telecommuter Position

No