Customer Resolution & Correspondence Specialist

Two Harbors Investment Corp.; Dallas (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

RoundPoint Mortgage Servicing LLC seeks a Customer Resolution Response Specialist to resolve written complaints, requests for information, and assistance under guidance from the Customer Resolution Response Manager.

You will draft resolution letters in line with CFPB rules and RPMS SLAs, log all correspondence, and collaborate with stakeholders to ensure timely, compliant responses and continuous improvement.

Qualifications

• Two or more years of mortgage servicing or customer service experience.
• Proficient with Microsoft Office Suite, SharePoint, and MSP.
• Strong research and writing skills.
• Available on some weekends as required.
• Ability to work with others at all levels and provide guidance to management and staff.
• Able to work under tight deadlines.
• Exceptional organizational skills.
• Exceptional time management skills.
• Experience in pipeline management.
• Business writing experience preferred.

Responsibilities

• Manage a pipeline of written customer complaints and information requests.
• Research and analyze issues raised by customers.
• Satisfy customer needs with efficiency, expediency, and thoroughness.
• Advocate for service excellence and continuous improvement.
• Ensure all correspondence is logged and tracked via defined processes.
• Draft response letters per CFPB Mortgage Servicing Rules and RPMS SLAs.
• Conduct root cause analysis for complaints and inquiries.
• Coordinate with cross-department teams to meet service objectives.
• Contribute to cost-reduction and efficiency projects.
• Perform other duties as assigned.
• Ensure compliance with RoundPoint commitments.

Tools

Microsoft Office Suite

SharePoint

MSP

Job description

RoundPoint Mortgage Servicing LLC seeks a Customer Resolution Response Specialist to resolve written complaints, requests for information, and assistance under guidance from the Customer Resolution Response Manager.

You will draft resolution letters in line with CFPB rules and RPMS SLAs, log all correspondence, and collaborate with stakeholders to ensure timely, compliant responses and continuous improvement.