Client Solutions Specialist II – Mortgage Servicing

Two Harbors Investment Corp.; Fort Mill (SC); On-site; USD 36,000 - 48,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 2 to be the trusted voice resolving customer needs with clarity, empathy, and efficiency. You’ll partner with Supervisors and cross‑functional teams to translate challenges into actionable solutions and ensure an outstanding customer experience.

This role requires strong communication, multitasking, and comfort with technology, plus availability for weekends and holidays.

Qualifications

• Empathy and emotional intelligence expected in all situations.
• Ability to handle complex customer scenarios with patience, logic, and sound judgment.
• Fast and accurate multitasking while communicating clearly.
• Confident with technology and quick to learn new systems.
• Strong critical thinking to identify problems and create solutions.
• Comfortable with basic math and calculations.

Responsibilities

• Listen attentively and respond to customers with empathy and urgency.
• Resolve both simple and complex matters with professionalism and confidence.
• Turn customer challenges into clear, accurate, and timely solutions.
• Communicate in plain, direct language that’s easy to understand.
• Navigate multiple systems efficiently to locate and process information.
• Be there when customers need us most – including weekends and holidays.
• Proactively review loan accounts to anticipate customer needs or risks.
• Act as a critical link between customers and RoundPoint.
• Monitor and manage early stage, Pre30 accounts using designated collection techniques.
• Accurately identify and assess customers for loss mitigation support. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.
• Show up consistently and on time – reliability matters.
• Follow all compliance and regulatory requirements without exception.
• Support the team with additional duties as needed.
• DQ - minimize risk through resolving delinquency.

Skills

Empathy & EI

Problem solving

Multitasking

Tech-savvy

Critical thinking

Numeracy

Communication

Decision making

Adaptability

Team player

Discretion

Attention to detail

Education

High School Diploma

College degree beneficial

Tools

MSP platforms

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 2 to be the trusted voice resolving customer needs with clarity, empathy, and efficiency. You’ll partner with Supervisors and cross‑functional teams to translate challenges into actionable solutions and ensure an outstanding customer experience.

This role requires strong communication, multitasking, and comfort with technology, plus availability for weekends and holidays.