Customer Care Advocate: Loss Mitigation & Claims

RoundPoint Mortgage Servicing LLC; Fort Mill (SC); On-site; USD 42,000 - 56,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC in Fort Mill, SC is seeking a Customer Service Specialist 3 to act as front-line advocate for customers, including 60+ delinquent, loss mitigation, and insurance claim navigation, delivering proactive support with urgency and empathy.

The role reports to the Customer Service Supervisor and requires building cross-functional relationships, precise records, and adherence to regulatory guidelines while guiding customers toward financial recovery.

Qualifications

• High School Diploma or GED required; college degree is a plus.
• Experience with collections, mortgage servicing, call center operations, or customer service.
• Strong communication and active listening.
• Ability to learn new systems and handle multiple tasks.
• Analytical and numerical calculation skills.
• Reliability and punctuality.
• Team-oriented, proactive problem-solving mindset.
• Strong sense of urgency and commitment to exceeding goals.

Responsibilities

• Diagnose and Resolve root cause of delinquency; formulate resolution strategies.
• Lead with Empathy: engage in clear, compassionate conversations.
• Loss Mitigation Expertise: identify and guide through the process.
• Own the Journey: manage documentation, payments, and milestones in insurance claim and loss mitigation processes.
• Customer Experience Champion: deliver an exceptional customer experience in every interaction.
• Cross-Functional Collaboration: contribute to a positive, accountable team culture.
• Precision in Execution: maintain accurate, timely account records and communicate clearly.
• Compliance Leader: operate within regulatory and internal guidelines.

Skills

Tech-savvy

Strong communication

Analytical skills

Adaptable

Reliability

Customer service mindset

Team player

Urgency and judgment

Mortgage servicing exp

Education

High School Diploma or GED

Tools

MSP platforms

Job description

RoundPoint Mortgage Servicing LLC in Fort Mill, SC is seeking a Customer Service Specialist 3 to act as front-line advocate for customers, including 60+ delinquent, loss mitigation, and insurance claim navigation, delivering proactive support with urgency and empathy.

The role reports to the Customer Service Supervisor and requires building cross-functional relationships, precise records, and adherence to regulatory guidelines while guiding customers toward financial recovery.