Customer Experience Lead – Mortgage Servicing & Compliance

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists focused on compassionate, compliant support for homeowners navigating financial hardship.

The role blends customer experience leadership with oversight of collections, loss mitigation, and default servicing activities to ensure a fair and respectful customer journey while meeting regulatory requirements.

Qualifications

• 3+ years of supervisory experience in customer service or call center.
• Strong leadership, coaching, and talent development abilities.
• High School Diploma or GED required.
• Excellent verbal and written communication with service-first mindset.
• Empathetic, clear, and fast issue resolution.
• Flexible hours, including evenings and weekends.
• Proficient in Microsoft Office.

Responsibilities

• Hire, train, and develop a high-performing team of Customer Service Specialists.
• Provide ongoing coaching and feedback to elevate performance.
• Monitor KPIs, call data, and reporting tools.
• Lead in collections, loss mitigation, and related servicing activities.
• Ensure compliance with CFPB, RESPA, and FDCPA.
• Collaborate with cross-functional teams to address service issues.
• Drive process improvements to boost efficiency and customer satisfaction.
• Resolve escalated cases with a calm, strategic approach.

Skills

Supervisory experience

Leadership skills

Communication skills

MS Office / Microsoft Suite

Empathy and customer focus

Flexible hours

Education

High School Diploma or GED

College degree preferred

Tools

MSP

Five9

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Service Supervisor to lead a team of Customer Service Specialists focused on compassionate, compliant support for homeowners navigating financial hardship.

The role blends customer experience leadership with oversight of collections, loss mitigation, and default servicing activities to ensure a fair and respectful customer journey while meeting regulatory requirements.