Customer Content Writing Specialist

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 52,000 - 70,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a CustomerResolution Response Specialist to resolve written customer complaints and information requests under the guidance of the Customer Resolution Response Manager.

The successful candidate will draft resolution letters, log all correspondence, and ensure timely compliance with CFPB Mortgage Servicing Rules and RPMS SLAs. This role requires teamwork across departments and a dedication to service excellence.

Qualifications

• Bachelor's degree required
• Two or more years of mortgage servicing or customer service experience
• Proficient with Microsoft Office Suite, SharePoint, MSP
• Strong research and writing skills
• Must be available on some weekends as required

Responsibilities

• Manage a pipeline of written customer complaints and information requests
• Research and analyze issues raised by the customer
• Satisfy customer needs with efficiency, expediency, and thoroughness
• Act as an internal advocate for service excellence and continuous improvement
• Ensure all correspondence is logged and tracked via defined processes
• Draft 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 inquiries
• Work with cross-department co-workers to ensure that all service delivery objectives are met
• 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

Skills

Strong research and writing skills

Education

Bachelor's degree

Tools

MS Office Suite

SharePoint

MSP

Job description

The CustomerResolution 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 assistance
• Research and analyze issues raised by the customer
• Satisfy customer needs with efficiency, expediency, and thoroughness
• Act as an internal advocate for service excellence and continuous improvement
• Ensure all correspondence is logged and tracked via defined processes
• Draft 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 inquiries
• Work with cross-department co-workers to ensure that all service delivery objectives are met
• 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

Required

• Bachelor's degree required
• Two or more years of mortgage servicing related experience and/or customer service experience
• Proficient with Microsoft Office Suite, SharePoint, MSP
• Strong research and writing skills
• Must 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 organization
• Ability to work under tight deadlines
• Exceptional organizational skills
• Exceptional time management skills
• Attention to detail
• Experience in pipeline management
• Business writing experience preferred

Physical Demands & Working Conditions

The 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 LLC

RoundPoint 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, SC
• Coppell, TX

Employee Status

• Regular

Travel

• No

Telecommuter Position

• No