Customer Care Specialist II – Mortgage Servicing

RoundPoint Mortgage Servicing LLC; 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 for customers, solving issues with clarity, empathy, and efficiency. You will partner with supervisors and lines of business to translate challenges into actionable solutions and ensure an outstanding experience for every caller.

Based in Fort Mill, SC, this exempt role requires strong communication, critical thinking, and the ability to handle complex scenarios while upholding regulatory and

Qualifications

• Strong empathy and emotional intelligence in all situations.
• Handle complex customer scenarios with patience, logic, and sound judgment.
• Fast and accurate multitasking – type while communicating clearly.
• Confident with technology and ready to learn new systems.
• Solid critical thinking – identify problems and create solutions.
• Detail-oriented with strong grammar and writing skills.

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.
• Identify and assess customers for loss mitigation support and guide them through the process.

Skills

Empathy

Multitasking

Communication

Tech savviness

Regulatory compliance

Attention to detail

Education

High School Diploma or GED

Tools

MSP platforms

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Specialist 2 to be the trusted voice for customers, solving issues with clarity, empathy, and efficiency. You will partner with supervisors and lines of business to translate challenges into actionable solutions and ensure an outstanding experience for every caller.

Based in Fort Mill, SC, this exempt role requires strong communication, critical thinking, and the ability to handle complex scenarios while upholding regulatory and