Customer Resolution & Communications Specialist

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 43,000 - 62,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC is seeking a Customer Resolution Intake Analyst to process inbound communications and initiate business processes for internal units. The role emphasizes high-quality customer service across electronic and physical channels, with collaboration across departments to meet service goals.

Ideal candidates excel in organization, communication, and detail orientation, and can manage multiple tasks while driving process improvements and compliance adherence.

Qualifications

• MS Word, Excel and PowerPoint proficiency required.
• Experience with BKFS.
• Strong organizational and interpersonal communication skills.
• Detail oriented and ability to multi-task.
• Highly motivated, organized and disciplined.

Responsibilities

• Takes directions from the Customer Resolution Intake Manager to deliver effective processing services
• Providing outstanding customer service to both internal and external customers
• Analyze incoming communications received via RoundPoint’s electronic and physical channels
• Initiate business processes for recipient business units in accordance with documented processes
• Respond to customer inquiries using appropriate predefined messages
• Process outbound responses to customer complaints, inquiries, and requests for assistance via electronic and physical channels
• Working 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

excellent communication

interpersonal skills

organization

detail oriented

multi-tasking

motivation

Tools

Microsoft Word

Excel

PowerPoint

BKFS

Job description

RoundPoint Mortgage Servicing LLC is seeking a Customer Resolution Intake Analyst to process inbound communications and initiate business processes for internal units. The role emphasizes high-quality customer service across electronic and physical channels, with collaboration across departments to meet service goals.

Ideal candidates excel in organization, communication, and detail orientation, and can manage multiple tasks while driving process improvements and compliance adherence.