Correspondence Fulfillment Specialist

RoundPoint Mortgage Servicing LLC; Coppell (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Correspondence Fulfillment Specialist to manage letter fulfillment tasks, including preparation, transmission, and print vendor oversight to ensure letters are generated and delivered throughout the mortgage life cycle.

The role requires collaboration with QA and supervisors, strong customer service, data accuracy, and the ability to work in a fast-paced environment, with evenings, weekends, and holidays as needed.

Qualifications

• Bachelor’s degree required.
• Proficient with Microsoft Word, Excel and PowerPoint.
• Experience with BKFS software.
• Excellent organization, interpersonal, communication and customer relations skills.
• Detail oriented and able to multi-task.
• Able to work evenings, weekends, holidays as required.
• Fast paced, high pressure environment experience.

Responsibilities

• Take directions from leadership to deliver effective fulfillment expectations.
• Provide outstanding customer service to internal and external customers.
• Root cause and correct issues with data transmission to third party print vendors.
• Monitor print vendor production and intervene to correct issues.
• Oversee print vendor performance against SLAs and contracts.
• Maintain oversight of automated processes in RoundPoint’s system of record.
• Foster productive relationships with print vendor staff and internal teams.
• Collaborate with cross-department colleagues to meet service delivery objectives.
• Track output to ensure timely delivery to the print vendor.
• Contribute to continuous improvement projects to improve efficiency and reduce costs.
• Fulfill other duties as assigned and ensure compliance.

Skills

Customer service

Communication

Organization

Detail oriented

Multi-tasking

Problem solving

Interpersonal skills

Education

Bachelor's degree

Tools

MS Word

MS Excel

PowerPoint

BKFS

Job description

The Correspondence Fulfillment Specialist is responsible for the completion of letter fulfillment tasks under the direction of Correspondence Fulfillment Leadership. The CFS is responsible for letter preparation, transmission, and print vendor oversight to ensure letters are generated and delivered to our customers throughout the mortgage life cycle of the loan.

Responsibilities

• Takes directions from the Correspondence Fulfillment Quality Assurance Specialist and/or Correspondence Fulfillment Supervisor/Manager to deliver effective fulfillment expectations
• Providing outstanding customer service to both internal and external customers
• Root cause and correct issues with data transmission to and from RoundPoint’s third party print vendors
• Monitor print vendor production performance and intervene to correct production issues as they emerge
• Front line oversight of print vendor performance against SLAs and contract requirements
• Oversight of automated processes in RoundPoint’s system of record
• Maintaining productive working relationships with print vendor staff and internal lines of business
• Working with cross-department co-workers to ensure that all service delivery objectives are met
• Tracking and monitoring output to ensure items are delivered timely to the print vendor
• Contribute to continuous improvement projects to improve efficiency and lower costs
• Other work-related duties, as assigned
• Responsible for meeting RoundPoint’s commitment to compliance

Qualifications

• Bachelor’s degree required
• Ability to use software tools like Microsoft Word, Excel, and PowerPoint
• Practical experience with BKFS
• Must have excellent organization, interpersonal, communication, and customer relation skills
• Detail oriented and the ability to multi-task
• Highly motivated, organized and disciplined
• Two years of customer service experience; one year in a customer facing role at RoundPoint
• Must be available to work evenings, weekends, holidays, etc. as required
• Must excel in fast paced, high pressure, constantly changing environments and manage emotionally charged and stressful situations
• Strong critical thinking, organization, and excellent verbal and written communication skills
• Detail Oriented
• Great Communications skills

Desired

• Related bachelor’s degree desired
• Mortgage and/or legal experience preferred
• Driven to solve problems and provide excellent customer experience
• Experience with mortgage, consumer lending, and/or banking issues a plus

Physical Demands & Working Conditions

• 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.

Location

• Fort Mill, SC
• Coppell, TX

Employee Status

• Exempt

Travel

• None