Customer Experience Lead, Mortgage Servicing

TWO; Coppell (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Supervisor to lead a team of specialists in delivering compassionate, compliant support to homeowners navigating hardships. You will oversee experience across collections, loss mitigation, and default servicing, driving customer-centric outcomes with strong regulatory adherence.

The role emphasizes coaching, performance tracking, and cross-functional collaboration to ensure fair and meaningful experiences for customers, while

Qualifications

• 3+ years of supervisory experience in a customer service or call center setting.
• Proven leadership skills to develop talent, coach for results, and foster team morale.
• High School Diploma or GED is required.
• Exceptional verbal and written communication with a service-first approach.
• Demonstrated ability to resolve customer issues with empathy, clarity, and speed.
• Ability to work flexible hours, including evenings and weekends.
• Strong accountability and commitment to delivering compliance and customer satisfaction.
• Microsoft Office and related tools proficiency.

Responsibilities

• Hire, train, and develop a high-performing team of Customer Service Specialists focused on service and compliance.
• Provide ongoing coaching, feedback sessions to elevate team performance.
• Foster an engaged, collaborative team culture that celebrates success.
• Track team performance through KPIs, call data, and reporting tools.
• Motivate team to exceed service, compliance, and performance targets in a call center environment.
• Contribute to process improvements to optimize service efficiency and customer satisfaction.
• Lead the team in handling inquiries related to collections, loss mitigation, insurance claims, and bankruptcy with regulatory compliance.
• Monitor call center metrics, productivity, and quality of service; provide coaching as needed.
• Resolve escalated cases with a calm, strategic approach meeting customer needs and regulatory requirements.
• Ensure full compliance with internal policies, investor guidelines, and CFPB, RESPA, and FDCPA regulations.
• Collaborate with cross-functional departments to address service concerns and process improvements.
• Review call trends and data to identify areas for improvement and implement solutions.
• Drive continuous improvement through feedback loops and customer insights.

Skills

Supervisory experience

Leadership

Communication

Regulatory compliance

Customer service excellence

Call center management

Microsoft Suite

Education

High School Diploma or GED

Tools

MSP

Five9

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Supervisor to lead a team of specialists in delivering compassionate, compliant support to homeowners navigating hardships. You will oversee experience across collections, loss mitigation, and default servicing, driving customer-centric outcomes with strong regulatory adherence.

The role emphasizes coaching, performance tracking, and cross-functional collaboration to ensure fair and meaningful experiences for customers, while